Quick answers to the questions we hear most. Can't find what you need? Email support@cleanskinco.shop — we reply within 24 hours.

Orders & shipping

How much is shipping?
Shipping is free on every order.

When will my order arrive?
Your estimated delivery window is shown at checkout before you pay. Once your order has been dispatched, we email you a tracking link.

Can I change or cancel my order?
Yes, within 24 hours of placing it. Email us with your order number and the subject line "CANCEL", or let us know the correct address.

What if my item arrives damaged?
Email us your order number and a photo of the damage and we will replace it free of charge.

Payments

Which payment methods do you accept?
Visa, Mastercard, American Express, Apple Pay, Google Pay and Shop Pay. All payments are processed through Shopify's encrypted checkout — we never see or store your full card details.

Returns

How do returns work?
Please read our Refund Policy for the full terms, then email us with your order number to start a return.

Using your device

Which LED mask should I choose?
For full coverage, the LED face and neck mask with near-infrared covers both areas with 8 light modes. For a lighter option, see all LED masks and facial devices.

Is IPL suitable for me?
IPL works best on light-to-medium skin tones with darker hair. It is not suitable for very dark skin tones or for white, grey, red or very light blonde hair. See the IPL hair removal device for full guidance.

How often should I use a cleansing brush?
Once a day on a low setting is plenty for most skin types. If your skin is sensitive, start with 3–4 times a week. Browse our face cleansing tools.

Do RF and EMS devices need gel?
Yes. A conductive or water-based gel helps the device glide and keeps each session comfortable.

Who should not use beauty devices?
Check with your doctor first if you are pregnant, have a pacemaker or metal implants, epilepsy, a skin condition in the area, or take light-sensitising medication. Always read the user manual before first use.

When will I see results?
Results vary from person to person and build gradually with regular use.