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 you delivery has recently failed, we advise to allow a further 48 hours for delivery to be reattempted. We usually find the carrier will have them redelivered within this timeframe! The reason for the delay may be indicated on your tracking link, where you can find on your order in your account, or on your shipping confirmation email.&#xA0; If you can see the carrier is returning this one to us after a failed delivery, please do reach out to us so we can assist you immediately. Alternatively, once our warehouse have received this back, we will be in touch to arrange a reshipment or refund for you.

If you delivery has recently failed, we advise to allow a further 48 hours for delivery to be reattempted. We usually find the carrier will have them redelivered within this timeframe!. The reason for the delay may be indicated on your tracking link,

My delivery has failed - what should I do?

Shipping / Delivery

How do I place an order?

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?

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?

Placing An Order

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?

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

My delivery has failed - what should I do?Updated a year ago