We're available 9am-5pm (GMT) Monday - Friday. We aim to get back to you within 10 minutes!

We're a small but passionate team! We will do our best to get back to emails within 24 hours - Monday-Friday, excluding weekends 🖤

The INKEY List

If your product has separated, it may have been stored in an environment which is too warm. We&apos;d advise to store in a cool dry place, out of direct sunlight, to mitigate this risk. If the product has separated, please shake it to help distribute the product evenly before use.&#xA0; If you do feel there is something wrong, please reach out to our team with the batch code from the crimped seam on the tube or bottom of the bottle/box, and they will be able to confirm your products shelf life.

If your product has separated, it may have been stored in an environment which is too warm. We'd advise to store in a cool dry place, out of direct sunlight, to mitigate this risk. If the product has separated, please shake it to help distribute the

My product has separated - what can I do?

Order / Product Issue

How do I place an order?

How can I pay for my order?

Why is my discount code not working?

Do you offer samples?

Can I change the items in my order?

How do I find my order status?

How can I cancel my order?

How can I change my address on the order?

My order has been automatically cancelled. Why?

My order did not go through, but I can see my bank account has been charged?

Why am I getting a payment error at checkout?

Can you take payment over the phone?

Klarna isn’t being offered to me – why?

Why is the transaction pending on my PayPal account?

How do I apply my discount code or myINKEY points on my mobile?

How do I apply my discount code or myINKEY points on my desktop?

How can I earn myINKEY points from my purchase?

I need help with my skincare routine or product usage.

Is SPF available in Canada?

Why am I being asked to pay for shipping?

Placing An Order

How do I apply my discount code on my desktop?

Do you offer student discount?

What are your current promotions / discount codes available?

How do I get the new customer discount?

Can you price match or apply the new discount to my last order?

I forgot to apply my discount code, can you apply it for me?

Discount / Promotions

My order says it has been delivered but I haven’t received it – what do I do?

What delivery options do you offer?

How long does delivery take?

Will I be charged customs?

When will my order ship?

What does ‘unfulfilled’ mean?

What does it mean when my order says ‘fulfilled’?

I have received a text message/email asking for payment after a failed delivery – what should I do?

Can you provide me with an invoice?

Do you ship internationally?

Where is my order?

How can I track my order?

My delivery has failed - what should I do?

Shipping / Delivery

I've had a reaction to a product - what do I do?

What do I do if I have received a faulty/leaked item?

I have received the wrong item – what do I do?

There are item(s) missing from my order – what should I do?

Why don’t my products have seals?

I placed an order at another retailer but there is a fault with the product itself – do you refund/replace it?

My product pump isn't working - what do I do?

My product has a strange smell / odour - is this normal?

Where can I find my product manufacturer / expiry date?

The colour of my product is different to what is on the website - is this normal?

What is the expiration date of my product?

Where can I find the expiration date of my product?

I've not received a response to my query.

My product isn't full, what do I do?

Why haven't I received my confirmation email?

What is your return policy?

Can I return a product if I have opened it?

What if I’m not satisfied with my product?

How long will it take for my refund to be received?

Returns / Refunds

How do I create a myINKEY account?

How do I change the details on my account?

Are my details safe if I create an account?

How can I erase my data?

How do I delete my account?

I have forgotten my password. What do I do?

I have requested a password reset but I haven’t received an email. Why?

How do I unsubscribe from marketing emails?

How do I unsubscribe from marketing text messages / SMS?

Why aren’t my points showing on my account yet?

Why haven't I received an invite to review my products?

Why can't I log into my account?

Why have myINKEY points disappeared?

Do myINKEY points expire?

Do myINKEY points get reinstated?

What is myINKEY birthday gift?

I have referred a friend, when do I get my points?

My Account / myINKEY profile

My product has separated - what can I do?Updated 6 months ago