Contact Us | natural skin care | organic skin care | - Pure Skin Lab

Welcome to your one stop natural beauty shop.

Get 10% off
your first order

Simply enter your email below.

Please check your email to confirm your subscription and gain your promo code.

Thank you

Please check your email to confirm your subscription and gain your promo code.

Contact us

If you require further help, our Customer Care Team are available from Monday to Friday (excluding UK Bank Holidays). All queries are answered within 24 working hours. If you do not receive a response within this time frame, either we did not receive your email or our reply may be in your span folder.

Customer Care
email - info@pureskinlab.com quoting Order Number/Voucher Number/Returns Number

Suppliers & Press
email - info@pureskinlab.com quoting your full contact details including the name of your publication

Returns

Pure Skin Lab Ltd will offer you a refund on unopened items returned to us within 28 days of receipt provided they are in their original re-saleable condition. Damages, defects, missing items or any errors not reported within 7 working days of receipt will not be accepted for return.

To return items to Pure Skin Lab, please fill in the form requesting a Return Information Form (RIF). When requesting RIF, provide your order reference number and which items you wish to return.

For more details on Returns, Missing items and cancellations please go to our Terms and Conditions.

Suppliers & Press

If you are a member of the press and would like more information on our products and services, we will be happy to hear from you. To get in touch, contact us via the form providing your full contact details including the name of your publication.

If you are interested in selling your products on Pure Skin Lab, we would be happy to hear from you. Please, provide the website address for your product range when contacting us. Please be aware we only stock natural and organic beauty products, please contact info@pureskinlab.com or fill in the form.

Customer Enquiries

Pure Skin Lab Customer Care Team are ready to assist you. We make every effort to ensure customers receive a great service when shopping at Pure Skin Lab. We would also appreciate any feedback to how we can improve our service. Please submit your enquiry via email to info@pureskinlab.com. We endeavour to reply within 24 working hours, Monday to Friday, excluding Bank Holidays. Thank you.

The trade mark Pure Skin Lab, PSL with the logo & Love Your Cells are registered.  Any unauthorised use of these trade marks constitutes trade mark infringement, and action will be taken against any infringer.

FAQ

Please check our most frequently asked questions.

Suppliers

If you are interested in selling your products on Pure Skin Lab, we would be happy to hear from you. Please, provide the website address for your product range when contacting us. Please be aware we only stock natural and organic beauty products.

Press Enquires

For all press and media related enquires, including journalists and bloggers, please contact us using the “Contact Us”, Press email form. Please do not forget your email & publication.

  • Payment

    What cards do you accept?

    We accept payment by direct debit and all major credit cards including Visa, Mastercard, American Express, Diners Club and JCB cards.

    What currency do you use?

    All our prices are shown in Pound Sterling.

    Can I pay by any other method?

    You can pay for your purchases by PayPal. Select the appropriate payment method when placing your order. If any of these payment methods are unsuitable, please contact us via email info@pureskinlab.com and we will be happy to discuss other payment options.

    When will I be charged?

    When you reach the final billing page and press ‘Make payment’ we will immediately contact your bank/card issuer for authorisation to take payment from your account.

  • Ordering, Promo & Voucher Codes

    Is it safe to order online?

    We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it.

    Do I have to order online?

    Ordering over the internet with Pure Skin Lab Ltd is the safest and most secure method of paying and therefore we only accept orders placed online.

    Can I change my order?

    Once your order has been placed, we usually start processing it immediately so it’s not currently possible for us to change it or cancel it prior to dispatch. Please, enter your details carefully at checkout to ensure all details are correct. If you wish to cancel your order, we will be happy to assist you return your order once you have received it.

    Do you sell gift vouchers or gift wrapping service?

    We offer gift vouchers for any denomination in  £15, £25 & £50 or over from our Gift section. Simply enter the amount of vouchers you wish to purchase in the quantity box.

    Can I add a message to my gift order?

    This service is available during checkout. Simply select the option to add Gift at checkout and you will be able to enter your personalised message (up to 250 characters). Your recipient will receive your message in a hand-written card attached to your gift order

    I forgot to use my Voucher or it did not work.

    Unfortunately, we are unable to amend your order if a discount or gift voucher code was not originally applied at checkout. Only one Voucher Code is permitted per order and it must be entered correctly in the Voucher Code box provided at the checkout page. When a Voucher Code requires a minimum spend, the minimum spend excludes delivery fees, VAT, samples, testers and trial size products. If you are experiencing problems when trying to use a voucher code contact us before placing your order as we cannot apply a voucher code after an order has been placed.

    Where is my order?

    When your order is dispatched you should receive a confirmation email of dispatch. However, if you do not receive an email, it may have gone into the spam folder or may have been rejected by your security systems if our email was not added to your contacts.

    We dispatch orders Monday through Friday. Orders are usually dispatched within 24 to 48 hours, though it can take longer in certain circumstances. Orders received on a non-working day will be dispatched the next working day. Note: Delivery to rural addresses may take an additional day or two.

    If you place multiple orders within a short period of time, your orders may be consolidated. If your order is made up of multiple items, some items may be dispatched separately. If this does happen, you will only pay once and we will send you a confirmation e-mail to advise there is more than one parcel.

    Please see our Delivery section for more information on how long it should take to receive your order.

    You have not answered my query

    It is our policy to respond to all customer enquiries within one working day. Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc…), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer service team within 2 working days, contact us again stating a secondary email address or a family member’s or trusted friend’s email address. Please include your name, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.

  • Delivery

    What are your delivery charges?

    UK Standard: £3.95 – Usually 3 – 5 working days to any mainland UK address.

    UK Standard: Free – All orders over £50. Usually 3 – 5 working days to any mainland UK address.

    Please see our Delivery Section for full details of the Pure Skin Lab Ltd.

    Can I pick up my order from your warehouse?

    Unfortunately it is not possible to pick up orders from our warehouse.

    Where do you deliver to?

    We deliver to mainland UK only. We do not deliver to PO Boxes or BFPO.  For a full list of countries please visit our Delivery section .

    Do you deliver to BFPO addresses?

    No at the moment, only to mainland UK.

    Which courier company do you use?

    We use a large network of couriers to deliver goods from Pure Skin Lab to the UK.  We choose the most appropriate courier depending on the size and weight of your order.

    Will I have to sign for my delivery?

    For security reasons, parcels may require a signature on receipt. If you will not be at home during normal office hours you can provide us with an alternative secure delivery address where someone will be available to sign for your parcel. We are unable to deliver to PO Boxes.

    Can someone else sign for my delivery?

    Yes, anyone at the specified delivery address can sign for the goods.

    What will happen if I am not in when you deliver my parcel?

    The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel. If you do not collect your parcel within a specified time frame (usually 7 days or 3 delivery attempts), the parcel will be returned to us and you will need to arrange with us for a new delivery and pay for the costs incurred in re-sending the parcel.

    Can you leave the delivery at an agreed hiding place?

    Many orders require a signature, so we are unable to leave your order.

     

  • Samples & Products

    How can I obtain product samples?

    This is not available at the moment.

     

    I need more information about a product.

    We include as much information as possible about a product on the product description page itself. Detailed information like product ingredients or brand policies can be found clicking on the relevant link. If you need more detailed information, please contact customer service team quoting the product name and reference, which can be found at the bottom on the product page (SKU No:  AK-MOI-050-001).

    How long is the shelf life of your products?

    We keep small amounts of stock to ensure maximum product freshness and we purchase our products directly from authorised distributors to provide you with the latest available stock. Due to the nature of the products we stock, many of them completely free from artificial preservatives, we are only able to guarantee a minimum shelf life of 6 months from purchase, though most of our products will have longer expiry dates than 6 months.

    The product I ordered is now reduced. Can you refund me the difference?

    Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

    How do you know which chemicals to avoid in your organic beauty products?

    We follow the guidelines published by the UK Soil Association, Ecocert, Germany BDIH, USDA, Friends of the Earth and other related regulatory bodies.

    Are all your organic and natural beauty products sealed?

    All products are sent to you in exactly the same conditions we received them from the manufacturers. As an exclusively online organic store our products are never displayed in a shop where they are accessible by the public or other customers prior to purchase. The products are delivered by our warehouse directly to you in exactly the same condition as we receive them so there is no opportunity for them to be tampered with before you use them. Note not all manufacturers seal their products.

    Are all the products you sell organic?

    Pure Skin Lab offers a variety of brands, each with their own formulation philosophies that range from 100% organic to simply natural. Though not all products we carry are 100% natural, organic or organic certified, we avoid all the toxic chemicals known to be harmful such as parabens, SLS’s, UREA’s, Phthalates and many more and we provide comprehensive information about each brand and product on our website so customers can make an informed choice.

    Are all the products you sell cruelty free?

    Pure Skin Lab operates a cruelty free cosmetics policy. None of our brands conduct animal testing during product development. However, some of our cosmetics contain carmine, an extract taken from the shells of the red cochineal beetle and we accept it because it’s the only 100% natural and non-toxic red pigment ingredient available. If a product contains carmine or if it’s cruelty-free, it is clearly labelled in the product ‘Description’ or ‘Ingredients’ tab.

     

     

  • Skin Sensitivity

    Can I use Pure Skin Lab products if I have sensitive skin?

    Pure Skin Lab only stocks reputable organic beauty brands, free from the most common allergens such as SLS, artificial colours and fragrances. However, everyone’s skin is unique and it would be impossible for us to predict about how your skin will react. Some people may find they are sensitive to natural ingredients such as essential oils or fruit extracts found in natural products and for this reason we display the full product ingredients within the product page of our website to enable customers to make an informed choice before purchase. Even the most ‘gentle’ ingredients can cause a reaction in certain people’s skin so we recommend patch-testing a small amount of the product on the inside skin of the wrist area to ascertain its compatibility.

    How do I carry out a patch test?

    The inside skin of the wrist is the most effective area on which to carry out a patch test. You can also test on the skin behind your ear if you suspect only your face is sensitive. Simply apply the product to that area and if any irritation occurs, often showing as a rash, a burning, prickly or tingling sensation, redness or any other temporary discoloration of the skin, remove the product immediately with warm water and a damp cloth.

    What if I have an allergic reaction to a product?

    If you have carried out a patch test, as explained in how do I carry out a patch test, and have experienced an allergic reaction, please do not use the product under any circumstances and consult your doctor immediately.

    Can I use Pure Skin Lab products if I am pregnant?

    Some of our products contain essential oils which would not be suitable during pregnancy or whilst breast feeding.  All our mum’s to be and baby products have been certified to be “fit for purpose”.  Any other products we recommend you consult your doctor for specific advice.

  • Technical Problems

    I’m having trouble with my basket.

    The most common resolution for this problem is to delete the cookies on your PC and try again. To do this please click on the ‘Tools’ tab at the top of your Internet Browser, then select ‘Internet Options’. On the first screen that pops up, select ‘Delete Cookies’ then click ‘OK’. You should then not experience any further basket problems.

    Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared.

    If this is happening to you, it may be because you are using the ‘back’ button on your browser, rather than the links in the website itself. Please try again using the ‘continue shopping’ button on the basket page and then only click on links within the Pure Skin Lab website. Do not use your ‘back’ button, or any other button on your browser if you can help it.

    We use cookies to remember who you are, please ensure that you can accept cookies from us. A cookie is a very small text file placed on your hard drive by a web page server. You may experience technical difficulties in using our website if you have disabled cookies. If you have disabled JavaScript you will not be able to use this website. You can alter your cookie and JavaScript settings in your browser’s preferences which is usually found in the Edit menu.

    If these problems persist please contact our Customer Service Team. We will send you instructions on how enabling cookies.

    I am told that my card has expired, even though the expiry date is in the future.

    This problem occurs when the date set on your own PC is wrong. Please check the date is correct (double click on the time at the bottom right of your screen) and then try placing your order again.

    My Gift or Discount Voucher code is not working.

    Before contacting Pure Skin Lab, we recommend that you try to enter your Voucher Code in the appropriate box at Checkout again ensuring that you have entered the characters correctly.

    If your Voucher Code still does not work, please, contact us at info@pureskinlab.com

    I’m getting lots of pop-up ads when viewing your site.

    Pure Skin Lab does not endorse any pop-up advertising that appears during your visit to our site. This intrusion is commonly known as spyware and we recommend removing it by using a tool such as Ad-aware

  • About Pure Skin Lab Ltd

    What does Pure Skin Lab offer?

    Pure Skin Lab is an innovative store offering the best of natural and organic beauty. Pure Skin Lab stocks a unique collection of the best natural and organic skincare, make up, fragrance, toiletries and gifts available today. We aim to deliver the highest possible level of customer service team and unbiased product information so you can make informed decisions when shopping for natural and organic beauty products.

    How do you choose your brands?

    We simply search all over the world for the purest & most effective organic skincare/ products available today. When we find a brand that meets our criteria, we scrupulously check the full list of ingredients, ethical credentials and production methods utilised. We only stock brands that pass our rigorous criteria for quality and production and we are not affiliated with any of the brands we stock.

    Do you have a shop?

    No, we do not have a shop, we are exclusively a UK based Internet Retailer. See our Delivery section for details.

    Do you have a catalogue?

    Pure Skin Lab does not print catalogues and operates an environmental policy which minimises paper printing and waste. You can find all our products and detailed information listed in our website.

    Do you sell wholesale?

    No, we are a retailer store and sell directly to our customers.

    Can I contact you by phone?

    We prefer you to contact us via e-mail – this enables us to respond to all your queries quickly and efficiently. Corresponding via e-mail has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you.