FAQ's | natural skin care | organic skin care| - Pure Skin Lab

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Please check our most frequently asked questions.


If you are interested in selling your products on Pure Skin Lab, we would be happy to hear from you. Please contact us using the “Contact Us”, email form and do not forget your email address or 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, EuroCard, Maestro, Delta, Solo 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 ‘Place Order’ we will immediately contact your bank/card issuer for authorisation to take payment from your account.

  • Ordering, Promo & Coupon Codes

    • Is it safe to order online?

      Our payment systems provider uses the very latest industry standard Secure Sockets Layer (SSL) encryption technology to allow for the encryption of potentially sensitive information and to ensure absolute safety.

    • 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.

    • 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.  We do not offer a gift wrapping service.

    • 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 Coupon Code is permitted per order and it must be entered correctly in the Coupon Code box provided at the checkout page. When a Coupon 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  code contact us before placing your order as we cannot apply a voucher code after an order has been placed.

    • Where is my order?

      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.


  • Delivery

    • What are your delivery charges?

      UK Standard: £3.95 – Usually 2 – 5 working days to any mainland UK address.

      UK Standard: Free – All orders over £50. Usually 2 – 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.

    • Which courier company do you use?

      We currently use DPD and Royal Mail.  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.

  • Products

    • 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.


    • 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.

  • 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

  • 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 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.