Help Centre

Frequently Asked Questions


What are your opening hours?

How do I update my account details?

Can I have free sample products or discount vouchers?

How do I sign up for the HelloSkin newsletter?

How can the product packaging be recycled?

Order Related Enquiries

How can I see what I have ordered?

Can I amend or cancel my order?

Can I order over the phone?

Can I buy in bulk?

Can I order without creating an account?

What is a subscription order?

How can I edit or cancel my subscription?

Why can’t I access my account?


How do I find out delivery information for my order?

Can I change my shipping address?

Which courier do you use?

What happens if I miss a delivery?

Can I have my order delivered to a different address than my billing address?

Will the items I order arrive together?

Can you deliver internationally?

Payment and Charges

When will I be charged for my order?

Which payment options do you accept?

How much does delivery cost?

Can I pay for an order with a card that is not in my name?

How can I get a copy of my receipt?

Returns and Refunds

How can I return an item?

Do I have to pay the delivery charge for returning my product?

Are there items I cannot return?

How long will it take for me to be refunded?

How do I request an exchange or refund for a faulty or damaged item?

Product Suggestions for HelloSkin

I know a non-prescription product that would be appropriate for HelloSkin to sell. What are the next steps?

Partner with HelloSkin

My company supplies products that have benefits for people with skin conditions. Are you interested in a parternship?

Medical Questions

General tips for an emollient program.

How can I find the right product for me?

Best products for an itchy scalp.

Safe products to use in pregnancy.

How can I treat very dry hands?