FAQ

Our proprietary skin and hair care products all have the mission to care for the well-being of skin and hair. By combining potent ingredients and modern science, we designed clinical products to bring proven and effective results to you.

We do not support animal testing. Our test results are on real people, with real skin conditions. Our products are constantly being kept up to date with improved formulas over the years.

Our skincare is formulated based on years of medical & aesthetic experiences, proven results and evidence-based active ingredients. This helps to address specific conditions of the skin such as dry, dull, pigmented, dehydrated, aged and stressed out skin conditions. We also believe in keeping it minimal, where less is more.

You can learn all about our products on their individual product pages. If you have any other questions, you may send an email to us at enquiry@mskin23.com

MSkin-23 is specially formulated all skin types including those which are acne-prone and sensitive. We avoid common irritating ingredients in our products to minimise adverse reactions to your skin. Our products are non-scented.

However, everyone’s skin is unique. Hence, we always recommend to do it one at a time and always patch test first on an area of skin especially for those with sensitive skin. Our full ingredients list can also be found on our website and on the product packaging for easy reference.

Our products have a shelf life of 36 months. Once opened, we recommend using the products within 12 months.

*Please note that prolonged exposure to air, sunlight, humidity and harsh temperatures may affect any skincare products.

We believe that “less is more” in our skin care and hair care. Our proprietary-only formulations are purposely curated to support your skin and to help address any skin concerns.

Only when we fulfil these criteria will we bring a new product to market. If there’s any product you’d like to see from us, email us at enquiry@mskin23.com.

We accept multiple payment methods. We currently accept Visa, Mastercard, American Express, Paypal, and PayNow (Singapore).

After your order is submitted, you will be directed to an order confirmation page with your order number. You should also receive an email confirmation shortly after your order is submitted. If you do not receive your confirmation email, it might have sneaked into your Junk folder.

Once your order is shipped, you will receive another email with your tracking information within 24 hours. Please note, it can take up to 48 hours for your tracking information to be updated.

If you have any questions about your order, please email us at enquiry@mskin23.com with your order number and we’ll assist you as soon as possible.

We process and ship orders as quickly as possible, which means there is little time to make amendments.

If you wish to make any urgent request, please email us at enquiry@mskin23.com within 1 hour of placing your order. This process can be expedited if the order number and relevant request information are included in the subject line.

If you wish to update your shipping address, we kindly ask that you include the new address in your email. However, once your order is shipped, we cannot make changes or stop the shipment of product(s) to you. This means we cannot guarantee these requests will always be accommodated.

To make a purchase on MSkin-23, we require you to register an account with us. Additionally, this lets you keep track of your purchase history and we can send you promo codes for special occasions.

Please contact us at enquiry@mskin23.com as soon as possible with your order number, if you would like to cancel or modify your order. We usually process orders as soon as we receive them but we’ll try our best to fulfil your request. If the order has been shipped, we cannot guarantee these requests will always be accommodated.

In the rare event when an item you have ordered is out of stock, we will process a refund for this item and shipping charges (if any).

Your credit card will be charged as soon as your order is accepted and processed.

Here are a few things to check if your payment didn’t go through: Check that your card’s details (such as the security code and billing address) match what you’ve entered into our system.

We do not store any customer’s card information. All card information is directly transacted in a secure manner to PayPal or Stripe, our payment gateway provider.

You can view order status on your Account page, which will be updated as soon as you are charged for your shipment and again once your order ships.

SINGAPORE
The local Goods & Services Tax (GST) of 7% is automatically applied to your order in accordance with Singapore tax regulations. You are not required to pay any additional costs.

INTERNATIONAL
Please note that deliveries outside of Singapore may be subject to customs inspection and the assessment of tax and duties in accordance with local legislations. You or the shipping recipient may be required to pay additional charges by local authorities. We are unable to offer any assistance or advice should this occur. Please check with your local authorities on your tax responsibilities and rights before placing an order. In the event that taxes and/or duties are incurred and you refuse to accept delivery of the shipment, you will have to bear the charges for all return charges, including any return taxes and/or duties incurred.

Singapore Orders
Enjoy FREE shipping for all orders above $80 within Singapore.

International Orders
All international orders are shipped via Singpost and the shipping rates will be calculated upon checkout.

Note: You may have to pay sales tax (GST/VAT) and import duties on your order when it arrives in your country. If any custom fees, taxes, tariffs and/or duties are incurred for your order, you will have to be responsible to cover the fees before delivery can proceed. Please check with your customs and import authority for more details. If you choose to reject the delivery of the order once it has reached the destination country, please note that an admin charge will be levied on you. Please be advised that we are unable to fulfil any requests to declare a value other than the total purchase value.

We process and ship out orders Monday through Friday, excluding weekend and holidays (GMT+8). Orders with standard shipping will usually be fulfilled and shipped within 1 – 3 working days.

You will receive a tracking number along with a shipping confirmation email once your order ships. You can monitor your delivery by checking your tracking number for the latest updates.

Please allow 2 - 5 business days for orders in Singapore and up to 21 days for international orders to arrive.

Please note that shipping may experience delivery delays like custom checks and may be further delayed during holidays / peak seasons.

Due to the evolving COVID-19 situation, it might take us a little longer than usual to ship your order. Thank you for your patience. If you have any questions or concerns, please contact us at enquiry@mskin23.com and we'll get back to you as soon as possible.

We will accept returns on any unopened and unused products purchased from MSkin-23 with proof of purchase within 7 days of receiving your order.

Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded. To be eligible for a return, all items must be unused, in the original packaging and in a saleable condition. Items that are opened, used or damaged will be considered unfit for re-sale and may be denied a refund.

Please email any order or product issues to enquiry@mskin23.com within 7 days of receiving your order.

Before returning, kindly notify us so that we can monitor its safe return back to our address. Please write the order number on the package, email us the tracking number and keep the shipping label for your records. Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. Once approved, your refund will be processed.

We recommend using a reliable shipping provider because if return items are lost during its shipment back to us, we cannot issue a refund.

Due to the evolving COVID-19 situation, it might take us a little longer than usual to process returns. Thank you for your patience. If you have any questions or concerns, please contact us at xxxxxxxxxxxxxxx and we'll get back to you as soon as possible.

In case you have received a damaged product or a wrong product, we sincerely apologise for this! Please email enquiry@mskin23.com within 7 days from the delivery date with the following information:

Order number (in subject line)
A short description of the reason
Pictures clearly displaying the issue
We’ll inform you on how to best return your order back to us, trying to avoid any additional costs on your end. Your satisfaction is our utmost priority and we will do our best to resolve the matter.

No, unfortunately we do not offer exchanges at this time.