FAQ'S

What’s Skin Element?

It is an online beauty and cosmetics store created by a pharmacist who has a huge passion for skin care.

How can I ask for professional advice?

Our team will be happy to assist you and provide personalized advice that addresses your skin concerns. Just contact us for a free consultation via chat, email or phone. We are available from Monday to Friday from 10:00 to 19:00 GMT.

Are the products in the online store original and certified?

Our products are 100% original. We work directly with manufacturers or official distributors, ensuring authenticity.

Are samples sent with all orders?

Yes, at Skin Element we offer FREE samples with any purchase. If you are interested in a specific sample, please put it in remarks at checkout and we will do our best to accommodate your request. If you’re not sure which sample you want and would like a recommendation, let us know! Samples are limited to existing stock.

What services are used for shipping?

 

We ship our orders via CTT or DHL Express Delivery. You can track your order in two ways. Find out more about deliveries here.

What is the estimated time for delivery?

For Europe and the rest of the world using the National Post Standard Service with tracking: 

  • European destinations: 3-7 business days after shipping;
  •  Destinations outside Europe: 3-10 business days after shipping.

 

 Using DHL Express Shipping with tracking:

  •  European Destinations: Within 48 hours of dispatch;
  •  Destinations outside Europe: delivery between 1-5 business days.

 

 To the USA: 

  • Using National Post Standard Service with tracking: 3-10 business days after shipping.
  • DHL Express Shipping with Tracking: 2-5 business days delivery. 

 

IMPORTANT: Orders that contain aerosols (eg, mists, spray deodorants, shaving foams) cannot be shipped by air. As such, we can only send orders containing these products to European destinations via CTT – Correio Nacional. These delivery times may be extended during periods of high demand, such as holidays, Christmas or New Years. Customs inspection situations may also delay the delivery of the order.

 

Is there any free delivery method, without the cost of shipping?

Portugal: we offer shipping for purchases over €40 or in-store collection.

Europe and the rest of the world: Free delivery is available for orders from €100 (or the equivalent amount in the currency you are using).

USA: Express shipping is free for orders over €100 (approximately US$110, depending on the exchange rate). For orders below this value, shipping costs vary according to the number and weight of the products purchased.

To find out the price of your order, add the product(s) you want to purchase to the cart and complete the purchase where the shipping price will be calculated.

Do I have to pay customs fees when shopping at Skin Element?

Countries outside the European Union: your order may be subject to the supervision of the competent authorities of the country of destination. This inspection may or may not result in the application of Customs Fees. In the case of customs tax, this will be charged at the time of delivery or collection of your order. Payment of these fees is the responsibility of the customer. Fees vary from country to country in accordance with applicable law and do not accrue to Skin Element.

US: There are no customs fees on orders under US$800.

How do I know my order has been confirmed?

As soon as you complete your purchase in our online store, you will receive a confirmation email. If you do not receive this email, please check your SPAM folder or contact us.

Can I track the status of my order?

When your order is shipped, you will receive a shipping confirmation email containing the order tracking code and a link to the website where you can track the status of your order.

For orders shipped by DHL Express: Once your order has been processed by DHL, you will receive an email and/or SMS alert to the mobile number provided to you with information about the delivery date and time of your order.

When will my order be delivered?

Orders are delivered from Monday to Friday, excluding holidays, to the delivery address (excluding PO boxes).