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 

<span data-contrast="auto" lang="EN-GB" style="margin: 0px; padding: 0px; -webkit-user-select: text; -webkit-user-drag: none; caret-color: rgba(0, 0, 0, 0.847); color: rgba(0, 0, 0, 0.847); white-space: pre-wrap; font-size: 11pt; line-height: 17.266666666666666px; font-family: Calibri, Calibri_EmbeddedFont, Calibri_MSFontService, sans-serif; font-variant-ligatures: none !important; -webkit-nbsp-mode: normal !important;"><span data-contrast="auto" lang="EN-GB" style="margin: 0px; padding: 0px; -webkit-user-select: text; -webkit-user-drag: none; caret-color: rgba(0, 0, 0, 0.847); color: rgba(0, 0, 0, 0.847); white-space: pre-wrap; font-size: 11pt; line-height: 17.266666666666666px; font-family: Calibri, Calibri_EmbeddedFont, Calibri_MSFontService, sans-serif; font-variant-ligatures: none !important; -webkit-nbsp-mode: normal !important;">We unfortunately&#xA0;can not&#xA0;amend the items in an order once it has been&#xA0;placed.

We unfortunately can not amend the items in an order once it has been placed.

Can I change the items in my order?

Placing An Order

How do I place an order?

Do you offer samples?

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?

How can I pay for my order?

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?

Why is my discount code not working?

How can I earn myINKEY points from my purchase?

I need help with my skincare routine or product usage.

Why am I being asked to pay for shipping?

How do I apply my discount code on my desktop?

Do you offer NHS discount?

Do you offer student discount?

Do you have any promotions / discount codes available?

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

How do I get the new customer discount?

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

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 / opening date?

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

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?

Order / Product Issue

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

Can I change the items in my order?Updated 9 months ago