Frequently Asked Questions


Do I need to login in order to purchase a product?

You do not need to login to make a purchase. The first time you place an order, an account will automatically be created using the contact details you provided for the order & the username & password will be sent to the email provided by you. You can use these login details for subsequent transactions so you do not need to key in your contact details & address each time. Please ensure you login & change your password as soon as you receive the auto-generated account details.

How do I place an order?

Select the product(s) you want to buy. Enter the quantity or number or units & click on ‘Add to Cart’.

You will be directed to the Shopping Cart page. Here you will have the option to enter the ‘e-Gift Voucher’ or ‘Discount Coupon’ code if you have one.

Next, you can click on ‘Add to Cart’ if you wish to add more products to your cart.

Once your cart is complete, you can proceed to ‘Checkout’.

You will then be prompted to ‘Login’, in case you are not signed into your account, or to ‘Register’, in case you do not have an account with

You will then be directed to ‘Shipping’ details, where you need to enter your shipping address & contact details.

When you click on ‘Proceed’, you will be directed to the ‘Order Confirmation’ page where you need to select your preferred payment method & confirm the order.

Once you confirm the order, you will be re-directed to the selected Payment Gateway option where you need to enter your credit / debit card & other details.

You may be automatically redirected to your bank website in order to enter your PIN or OTP number. Once payment is completed, you will be directed to the ‘Payment Confirmation’ page. This confirms that your order was successfully completed.

In case you have trouble at any stage of this process, you may contact our Customer Service desk for help.

How can I cancel my order?

You can cancel your order before it reaches the "Order Shipped" status. To cancel, please write to with the order number.

My internet connection is weak, can I order on phone?

Yes, you can place your order on the phone. Just call our Customer Service number & they will guide you. Once you have placed the order & provided your address & contact details, you will be asked to deposit a cheque for the required amount in the name of ‘The Skin Store’ with ICICI bank. Once the payment has been received in our account, we will ship it & send you intimation.

How can I be sure of the quality of products I order?

All products sold at are from well-known international brands & clinically tested & approved by dermatologists globally. Our in-house panel of dermatologist are here to help you choose the correct products for your skin type. Please call us if you have questions or concerns regarding our products.

The product I need is currently showing out of stock, can I pre-order it?

We currently do not have the option of pre-ordering products online. However you will be prompted to leave your email id so we can notify you as soon as it is available again. Alternatively you can call our Customer Service & leave your contact details so we can let you know once it is in stock.

I placed an order & then realised that I need to add a few products. How can I change my order so I do not incur shipping charges twice?

If you have not received intimation that it has been shipped, please call or mail us immediately. If the order has already been shipped, you will need to place a new order that will be delivered separately.


How can I make payment?

You can make payment by any of the following methods:

  • Credit card (Visa / Master / Amex / Diners Club / UCB)
  • Debit card (All leading bank debit cards Master / Visa / Maestro)
  • Net Banking (For all leading banks)
  • Physical cheque or demand draft (Issued by all leading banks)
  • We also offer Cash on Delivery Option

To know more about payment options please visit out Payment & Security section.

Are there are hidden costs?

There are no hidden costs included on any product you buy from us. The final cost is mentioned on the payment page & you shall have to pay nothing more than that.

Do I have to pay for shipping?

Orders above Rs. 1000 are shipped free of charge. For all other orders, we charge a flat shipping rate of Rs. 99 per order for delivery to any city in India.

Can I pay cash on delivery?

We also offer Cash on Delivery Option.

My account was debited but I did not receive order confirmation, how do I check order status?

This may happen in rare cases due to internet connection issues at your end, server issue with the payment gateway partner, incorrect email id provided during ordering, etc. Please call or email us with your order details, full name, order date & amount debited. We will confirm the order if the details match with the payment received by us.

My account was debited twice when I made the purchase on How do I rectify this?

Please email us with the order details & amounts debited so we can check our accounts. In case it is verified that we have received duplicate payment, we will refund the amount to your account. Refer our Payment & Security policy for more details.

How can I be sure about the security & privacy of my contact & account details?

We take data privacy & online security very seriously. Our online payment partner is EBS, which is PCI Data Security Standards 1.1 compliant & globally recognised for its security standards. We collect personal information solely for order delivery & internal purposes & do not sell such information to any third party. We offer an opt-out for any promotional or marketing material we may send our customers. Please refer our Privacy & Payment & Security policies for more details.


How do I know when my order will be shipped out?

Once you place your order, you will receive an order confirmation mail at the email ID you provided immediately.

As soon as your payment has been received in our account, our Customer Representative will call you on the mobile number provided in your order, to confirm the order & address details provided.

We place a confirmation call for each of orders, before the order is processed. This is to avoid any inadvertent shipping or delivery mistakes due to incorrect or incomplete contact / shipping information provided by the customer. Hence, we request you to ensure that you enter your latest contact number in the order form, to enable us to reach you.

Once the order & shipping details are confirmed telephonically by us, we will ship the order within 24 hours (for all orders placed before 4 pm on a working day) & within 48 hours (for all orders placed after 4 pm, Sundays & Public Holidays). You will receive an email as soon as the order is shipped out by us.

I placed an order more than 2 days back & have still not received an order confirmation. How can I be sure my order has been shipped?

If the amount has been debited from your account, this may be due to a glitch with our auto-email system or due to incorrect contact details in the order form. You should receive a phone call from our customer service within 24 working hours, confirming the order prior to shipping it. Please write to use at or call us at +91 77609 55005 if you have not received any call.

How long will it take for me to receive my order?

All orders are delivered to the customer within 2-7 working days from the date of shipping.

I received damaged / incorrect products what should I do?

You receive a damaged or incorrect order. (Please return the same back to us. Contact customer service & we will arrange a pickup for you. The correct / fresh products will be sent to you once we receive the damaged / incorrect consignment, without any additional charge.)

You have received a part of your complete order, or items in your order are missing (Please contact customer service & we will arrange for completing your order as soon as possible.)


How do I correct my account information?

Please visit the Account section at the bottom of our homepage. Once you login, you can edit your contact information & other details for your account. If you are having difficulties doing so, please do not hesitate to contact our Customer Service.

How can I unsubscribe from the newsletter / alert service?

We provide all users with the opportunity to opt-out of receiving non-essential (promotional, marketing-related) communications from us after setting up an account. If you want to remove your contact information from all lists & newsletters, please visit

I forgot my login username & password. How can I retrieve it?

Please click on the Forgot Password prompt at the bottom of the login screen. You will be asked to enter the email ID you registered with. Once you click submit, a new password will be automatically sent to your registered email ID. In case you cannot remember your email ID either, you will need to create a new login or contact our Customer Service representatives for help.

If I provide my email ID & phone number, will I start receiving unwanted marketing SMSes & unsolicited emails?

Absolutely not. We do not sell or share customer information with any third party. If you receive any product information from, it is because you have inadvertently opted-in for receiving such information from us. If you want to remove your contact information from all lists & newsletters, please visit


I have a coupon code for an offer. How do I use it?

Please read the promo terms & conditions carefully to ensure applicability for your order. Once you select the required products in your cart & click to proceed. You will be given an option to enter the e-Gift voucher or Discount Coupon code at this stage. If the code is valid for your order, it will automatically apply the applicable discount & update your order value. You can then proceed to enter your shipping & payment details. If you have any trouble applying the promo code, please contact our Customer Service.

Is there a rewards program for purchases made at

We currently do not have a rewards program for purchases made at However, we do periodically issue limited period offers for select high-value or loyal customers. If you qualify, you will receive this exclusive offer by email.

How do I buy an e-Gift voucher?

Please visit our e-Gift Voucher page. You can pay for an e-Gift Voucher using any of the payment options available for online purchases at Once you complete the purchase, the recipient you want to gift will automatically receive the Voucher by email.

How can I redeem an e-Gift Voucher?

You can add E-Gift vouchers amount in Theskinstore wallet and then you can be redeemed the same way as other promotion.

Once you got gift voucher then you need to login Theskinstore. You Need to go rewardpoint page & add gift voucher amount. Now you can select the required products in your cart & click to proceed. You will be pay using Theskinsore wallet or rewordpoint. Please note that currently there is no option to retain the balance remaining on an e-Gift Voucher, or to combine more than 1 e-Gift Vouchers. You may redeem the e-Gift Voucher for its entire worth or more (& pay the additional balance using credit / debit card options). If you have any trouble applying the promo code, please contact our Customer Service.

Can I use a promo code with an e-Gift Voucher?

E-gift Vouchers cannot be clubbed with any other promotion or offer.

Can I use 2 promo codes in the same order? does not allow clubbing of offers currently.


Can I use 2 promo codes in the same order?

I am not sure which product I should purchase for my requirement. I need some specific information on the product that I cannot find on the site. Who can I contact? is an expert site with a panel of highly experienced dermatologists who assess & select products based on their clinical experience working with skin complaints from all over the country. All recommendations & advice on the site is unbiased & given by trained dermatologists. If you have questions on specific products, please call our Customer Service with your request & an expert dermatologist will assist you with your queries.

I am unhappy with How can I give feedback?

We strive to provide you with the best in advice & service. If you have any feedback that can help us serve you better, we would love to hear from you. We encourage you to write to us with feedback at

Customer service is unable to resolve my issue after multiple attempts. Who else can I contact?

If you have already provided detailed inputs on your problem by mail to or to our Customer Service helpdesk (+91 77609 55005), & are still unhappy with your problem resolution, please write to our management at & we will attend to your problem immediately.