FAQ

FAQ

PRODUCT

When will my product expire?

A date of minimum durability is only required for products whose shelf-life period is 30 months or less. All cosmetic products have been tested and shown to be stable for more than 30 months (2 ½ yrs) and therefore do not specify a date of durability. In the rare cases where a product’s shelf-life is less than 30 months, 111SKIN provides a date of durability on the packaging (on our masks).

For products which do not have a date of durability, 111SKIN specifies a "period after opening” (PAO) which is represented by a logo of an open jar with a number followed by the letter M (which represents the number of months). Once the PAO has elapsed, it is recommended to discontinue the use of any remaining product.

Is 111SKIN a nautral brand ?

111SKIN products combine the power of naturally occurring and advanced clinical ingredients that are simple to use, highly effective and free-from parabens, paraffins, silicones & sulphates.

The terms 'natural' and 'organic' can be misleading and do not efficiently reflect the complex needs of skin, subsequently these marketing terms have no consistent definition nor do they clarify about a product’s safety or efficacy.

111SKIN is committed to optimal skin health for everyone and only formulate with the most efficacious and high performance ingredients.

Do your products contain SPF?

We currently do not contain an SPF product within our product catalogue nor do we use any UVA/UVB filters within our existing formulas.

Subsequently we recommend using a separate SPF product after application of your moisturiser.

Are your products pregnancy safe?

111Skin product(s) are not certified to be pregnancy safe. It is advised to read the ingredient list present on product and for any queries or concerns to seek advice from a medical professional prior use.

Are 111SKIN products non-comedogenic?

We do not test for Comedogenic ingredients in products; therefore, we do not claim that our products are non-comedogenic.

Are your products suitable to treat medical conditions?

Each product is inspired by Clinical Treatments at 111Harley St. and clinical trials shows that an array of skin issues look improved however please note that our skincare range is for cosmetic purposes only.

As we cannot provide advice for certain conditions due to their medical nature, in these cases, we recommend consulting your physician.

Is 111SKIN a Dermatologist led brand?

111SKIN was inpired by Dr Yannis Alexandrides' in-clinic treatments at the world renowned 111 Harley Street Clinic, London. An American and European board-certified Plastic Surgeon, specialising in facial reconstructive and rejuvenation surgery, Dr Yannis was among the first surgeons to advocate non-surgical procedures.

Recognising the efficacious nature for her husband's healing serum, Eva Alexandrides began expanding the 111SKIN brand which now has over 40 products across 6 ranges. Eva's eternal hunt for cutting edge-technology and extraordinary ingredients ensures 111SKIN remains at the forefront of skincare innovation.

Where are your products made?

Our products are produced in both Europe and the Far East depending on scale. In both cases, all raw materials are sourced from our regular suppliers and remain at a consistent premium quality

How can I choose the best product for my concern?

There are multiple solutions to connect you with the perfect product and the most efficent result is by exploring our 'Find Your Routine' tab. Here you can search our collections by concern or age, take our bespoke Skin Quiz and book a Virtual Consultation.

For further assistance please reach out to our Customer Care Team (customercare@111skin.com) who would be delighted to help.

Are your products Vegan?

We do not describe our products as “vegan,” although many of our products can be classified as such. However, some of our products do contain cruelty-freeanimal derived ingredients.

is your brand Cruelty Free?

Our products and ingredients are not and will never be tested on animals, under any circumstances.

Are your products Gluten Free?

Many of our products are formulated without gluten derivatives however we recommend examining the ingredient list or reaching out to our Customer Care Team for further clarification on which products specifically meet these requirements.

ACCOUNT

Do I have to create an account to make a purchase?

No, you can still complete purchases without making an account and you won't be promted to sign up if you don't login at the checkout.

I have forgotten my password

Our Customer Care team can rectify this for you by sending a 'reset password' link to your email. To request this please email customercare@111skin.com

I have previously signed up but when I try to login I'm notified that my account doesn't exit?

This message can occur when the account has been created but not activated so please email customercare@111skin.com and one of our team will forward a link to re-actovate your account providing access to your profile.

I've recently moved and would like to update my address?

You can add and update an address by logging into your account and clicking on 'mange addresses'.

How do I subscribe to your newsletter?

Simply scroll to the footer on any page on our website and enter the email address you are happiest to receive our Newsletter through.

How do I unsubscribe from your newsletter or SMS updates?

We’re sorry to see you go. You can unsubscribe from either of these services by sending your your request to customercare@111skin.com

ORDERS

I placed an order previously but cannot remember what I selected.

If you cannot uncover email verification of your previous order please reach out to our Customer Care Team who can help search for this on your behalf on customercare@111skin.com. For future orders also consider creating an account through our website as this registers all your transactions for review and reference.

Which payment methods you accept?

EU (https://eu.111skin.com) - Visa Debit / American Express/ Credit Card / PayPal/ Mastercard/ Diners Club/ JCB

UK (https://111skin.co.uk) - Visa Debit / Credit Card / Maestro/ Mastercard/ Klarna / PayPal/ Ali Pay / Google Pay / Shop Pay/ Apple Pay/ Amex

US (https://111skin.com) - Visa Debit / American Express / Credit Card / PayPal/ Mastercard/ Diners Club/ Klarna / JCB

I placed my order but haven't yet received an update or confirmation number?

It can take up to 30 minutes for funds to clear from the payment provider but once approved you will receive an email with your order number. Please reference this order number in all enquiries.

I've received an order reference but no tracking number yet.

The processing time of an order usually takes up to 2 business days. This includes preparing your items, performing quality checks, and packing for shipment. All orders placed after 6pm GMT will be processed the following day.

If you have not yet received an email notification with tracking information beyond this time period please reach out to customercare@111skin.com quoting your order reference.

I would like to cancel my order.

If you have changed your mind or placed an order accidentally please email customercare@111skin.com quoting your order reference. Once this request is received we will attempt to cancel your order before it is processed in our Warehouse or reclaim this shipment if already in transit.

What is the average delivery time?

Once your order is processed It will normally take 2-3 business days to arrive, however this can vary slightly depending on individual customs clearance processes per country.

For more information specific on shiipment processes please visit our Deliveries page.

Do you deliver to PO BOX locations?

We cannot currently deliver to PO BOX locations and subsequently ask that customers who cannot provide an alternative location contact the courier service to arrange a safe place drop-off.

I've input the wrong shipping details, how can I change this?

if you realise incorrect shipment/delivery details in your cxonfirmation email please message customercare@111skin.com quoting your order reference as soon as possible.

If the order has not yet been processed we will update the system to reflect the amendment on the printed label. Alternatively if this order is in transit we and not yet delivered we will contact the courier with a re-direct request to your intended destination.

What samples am I entitled to with my order?

We offer two free samples with every purchase from our website, including single sheet masks.

Can I request specific samples?

Our curation of samples & GWP’s are selected to compliment one another and gifted to explore the full 111SKIN range. We cannot personalise these per request due to fixed stock levels which we maintain across forecasted campaigns. This way we ensure the best selection of samples to delight you & others for future promotional offers.

I am missing items in my most recent order.

We are so sorry that you may have received an incomplete order and will replace any missing item as a priority shipment. Please email customercare@111skin quoting your reference number for us to rectify this.

I have received a faulty item or damaged item.

We are sincerely sorry for this disappointing experience as 111SKIN ensures rigorous regulation when manufacturing and processing orders.

Please email customercare@111skin.com quoting your online reference number with clear images of the product and it’s fault. Please include the product batch code that is printed on the base of the product.

My tracking notification is saying delivered but I have not received this order physically.

Please follow the procedure below:

+ Confirm your shipping address

+ Check your mailbox or around the entrances of your residence. To protect the package from weather or theft, the courier may have left it in another safe place

+ Check with others at your address or with your neighbours/concierge. This is our most often occurrence

+ Check for a notice of attempted delivery. This notice will have more information and the next steps you should take to receive your package

+ Give it a little more time. Some carriers will scan items as delivered prior to arrival. We suggest waiting 2 business days to account for this

+ Contact the carrier: use your tracking number to start a claim with the carrier

If you have done all of the following steps and still cannot seem to locate your order, simply send us a message at customercare@111skin.com— where we can invesitagte further.

I would like to return a product or full order.

Please review the terms & conditions of our returns/exchanges policy and if your order satisifes these conditions, proceed to email customercare@111skin.com quoting your order number where one of our team will be in touch to further action your request.

Can I exchange or refund a product I purchased at another retailer location?

The refund policy is for goods purchased on the website, by mail, over the telephone or by fax or post. If you made your purchase through a partnered retail location, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retailer and should not be returned directly to usThis includes all items received through subscription box agreements.

Are the products from subscription boxes genuine?

Yes, we work with a few subscription box retailers. The products you see the within these subscription boxes, if partnered with 111SKIN, are genuine.

How can I make changes to my 111SKIN Subscription?

Log into you 111SKIN account, navigate to 'my subscriptions' and click on 'manage subscriptions' to update processing details and make amendments to your items.If you experience any difficulties accessing this profile please email customercare@111skin.com

How do I cancel my subscription?

You’ll need your subscription for three delivery cycles but then after that, you can cancel at any time – just give us 48 hours' notice.Please review our full terms & conditions on the Subscribe & Save page.

My discount code isn't applying at checkout

All discount codes are single use & valid for a limited time outlined in the initial promotional communication.Please ensure your discount code is still within the expiry date expressed and does not contain any additional punctuation when typed or copied.

Please note all dicount codes are not applicable against the following selection of items:

Multipacks/Kits/Edits/Subscriptions nor can they be used in conjunction with additional site-wide promotions.

If your discount code honours the above terms and you are still experiencing difficulty applying to your basket, please message our Customer Care Team.

Can I use a discount code and Gift Card?

No, only one of these codes can be applied at checkout.

Gift cards can also non-redeemable against subscription items.

My Gift Card amount isn't being discounted from my basket total.

Please email customercare@111skin.com quoting your Gift Card code where one of our team will troubleshoot this for you.

I am experiencing skin discomfort from applying a product. What should I do?

Cleanse the affected area with warm water, immediately discontinue use of the product and if necessary please seek medical attention. When comfortable again please email customercare@111skin.com detailing your experience and one of our Customer Care Team will follow up with further action to assist you.

Can I have multiple gifts wrapped within the same order?

Presently, our Gift wrap option is per order. If you wish to have multiple gift wraps/boxes, please separate your order.

Where do you ship orders from?

The majority of orders are processed at our UK Warehouse but to meet global demand and customs regulations we also ship from warehouses in the US & EU.

WHOLESALE

How can I enquiry about becoming a 111SKIN stockist?

We're so delighted you would like to work with us. To direct your request to the appropriate department please email customercare@111skin.com expressing your interest, including detailed information about your business (website, proposal decks etc.).

Do you offer a promotional incentive for corporate business orders?

We have created the Corporate 111SKIN CORPORATE INCENTIVE PROGRAMME for enrolled member’s personal use only. Those accepted onto the programme will receive an exclusive permanent discount based on their purchase total. For further information and enrolment please follow the link provided.

Do you offer a discount for industry professionals?

As industry insiders we would love to offer you a discount across our products to use for your line of work. Check out our 111SKIN INDUSTRY INSIDER PROGRAMME for more information an application.