We're a small shop and we answer everything ourselves — usually within one business day. Here's how to get help fast.
My order arrived damaged or leaked
We'll make it right. Email support@skincaresplit.com within 14 days of delivery with your order number and photos of the damaged items and packaging. We'll replace the affected items or refund them — your choice. Details in our Refund Policy.
My package hasn't arrived
US orders typically arrive 5–12 business days after shipping. If your tracking hasn't moved for more than a week past that window, email support@skincaresplit.com with your order number — we'll chase the carrier for you. Packages with no movement for 15 business days past the window are treated as lost and replaced or refunded.
I need to change or cancel my order
Email us as fast as you can — we decant and pack within 1–3 business days, and we can change or cancel anything that hasn't shipped yet for a full refund. Once it ships, we can't recall it.
I entered the wrong shipping address
Email support immediately with the correct address. If the order hasn't shipped, we'll fix it. If it has, we unfortunately can't reroute it — but if it comes back to us, we'll reship it to the right address at cost.
Questions about a product or ingredient
Every product page lists the full ingredient list under "Full Ingredients." For anything else — sizing advice, whether something suits your skin, ingredient questions — email contact@skincaresplit.com or take the skin quiz for a personalized match.
Account or checkout trouble
Sign-in uses a one-time email code — no password to forget. If the code isn't arriving, check spam and confirm the email address is the one you ordered with. Still stuck? contact@skincaresplit.com.
More general questions — what decants are, authenticity, freshness, travel rules — live in our FAQ.