FAQ
Help Topics
Contact
How can I get in touch with Customer Happiness?
Our Customer Happiness team is based out of our Tbilisi, Georgia. The team’s hours of service are Monday to Friday from 10:00 AM to 6 PM EST (excluding holidays). We have limited support available on the weekends.
To reach our team, please visit our contact page to submit your inquiry or give us a call.
When can I expect a response to my email?
Our team is working very hard but we are experiencing very rapid growth at this time. While we are expanding our resources, our aim is to respond to all inquiries within 48 hours. Please note that our response times may vary during peak periods such as after product launches or promotions.
Can I place an order over the phone?
For better security, we are unable to process any orders and/or accept payments over the phone. Our Customer Happiness team will gladly walk you through the process if you need any help placing your order online. To reach our team, please visit our contact page to submit your inquiry or give us a call.
Products + Regimens
Do you test on animals? Are your products cruelty-free?
The brands available in our store do not conduct animal testing and do not ask others to do so on their behalf. Many of these brands are certified with the Leaping Bunny approval, a widely recognized international standard for cruelty-free personal care and household products.
Are your products vegan?
Some of the brands available in our store are certified vegan by recognized organizations such as PETA. Certification status may vary by brand and product. For detailed information, please refer to the specifications provided on each product page, where attributes such as vegan, nut-free, oil-free, and other relevant details are clearly indicated.
The product I want is out of stock!
We know there’s nothing worse than waiting! We recommend signing up for our email notifications for products that are out of stock. If you click the “Email Me When in Stock” button underneath the product you’re interested in, we’ll let you know as soon as it’s restocked!
Kindly note that these notifications may be unavailable during promotional periods. However, please check back regularly as we will be restocking on an on-going basis as normal. Please also note that our team is not able to provide restock estimates for products that are unavailable. We apologize for any inconvenience!
Can you recommend some products for my skin type?
Absolutely! For regimen/product related inquiries, please fill out the build my regimen form on our website and our Customer Happiness team will be happy to further assist!
Can you send me samples?
Unfortunately, we do not offer product samples at this time!
Where can I buy your products?
You can purchase your products online at skinora.ge
How do I store your products?
We recommend storing skincare products in a cool, dry place away from direct sunlight. Some products, particularly those containing ingredients such as retinoids, may require refrigeration after opening; this will be clearly indicated in the product’s usage instructions.
For most other products, storage at room temperature is sufficient. Refrigeration is generally safe for many formulations, with a few exceptions depending on the product. Please refer to the storage guidance provided on each product page for specific recommendations.
What is the expiry date of your products?
Some products, such as sun protection items and certain specialized formulations, may have a specific expiry date printed on the packaging.
For many other products, the typical shelf life is up to three years when unopened and stored at room temperature, in accordance with general regulatory testing standards. After opening, please refer to the Period-After-Opening (PAO) symbol on the packaging to determine the recommended usage period for each product.
Can you tell me which products are suitable for pregnant or breastfeeding people?
While the ingredients used in skincare products are generally considered safe for topical application, most products available in our store have not been specifically tested on pregnant or breastfeeding individuals.
During pregnancy or breastfeeding, it is commonly recommended to avoid skincare products containing retinoids (such as retinol or related derivatives). We encourage customers to review the ingredient list of each product carefully and consult a qualified healthcare professional before use.
How do I conduct an at-home patch test?
Patch testing is a simple way to help predict whether you may experience an initial reaction to a new skincare product. It is generally recommended to perform a patch test before incorporating any new product into your routine.
A general patch testing method may vary depending on the type of product. For more detailed instructions, please refer to the patch testing guidance provided on the relevant product page or in our Patch Testing Guide.
Is my product authentic or counterfeit?
Customer safety is a top priority for our store. We are committed to preventing the sale and distribution of counterfeit products and ensure that the products we offer are sourced through trusted and authorized supply channels whenever applicable.
Order Inquiries
Can I cancel my order?
We kindly ask that you review your order carefully before placing it to ensure that all information and the contents of your order are correct. Once an order is placed, it cannot be edited. You may cancel your order within one hour of placing it via our LiveChat by selecting “Cancellation Request,” providing your order number, and confirming the email you used to place the order.
Alternatively, our team is here to support cancellation requests within the same one-hour window, provided the request falls within our service hours (Monday – Friday, 10:00 AM – 6:00 PM Georgia time). Please note that cancellations are not guaranteed, and support is limited on weekends and public holidays.
Can I remove products from my order?
You may cancel your order in full within one hour of placing it via our LiveChat. To do so, select “Cancellation Request,” provide your order number, and confirm the email you used to place the order. From here, you can re-place your order with the desired items.
Can I change my shipping address on an order that's been placed?
We are unable to update or amend shipping addresses once an order has been placed. If there is an error in your shipping address, we kindly recommend requesting a cancellation and placing a new order with the correct shipping address.
You may cancel your order within one hour of placing it via our LiveChat by selecting “Cancellation Request” and providing your order number and confirming the email you used to place the order.
How many products can I order at a time?
As we want to be fair to all of our customers, many factors are taken in when we review an order including which warehouse is fulfilling the order, shipping fees, frequency of orders, and the individual number of units contained within that order.
I placed an order on your website and never received a confirmation email. What should I do?
You’ll receive two emails after placing an order: one right away to confirm we received it, and another once your payment is processed. These usually arrive within a few minutes. If you don’t see them, please check your spam or junk folder and mark our messages as “Not Spam.”
If you’re still unable to locate your confirmation email, please reach out via our contact page. Be sure to include the name and email address used at checkout so we can look into it for you!
How can I track my order?
Once your order has been dispatched from our warehouse, we will send you an email with your online tracking information. Use this information to track your order via the courier website linked in the email.
If you have an account, you can view your order status here using your order number and email address after it has shipped. Alternatively, you can check your status via our LiveChat by selecting “Delivery Status,” providing your order number, and confirming the email used for the order. For any other issues or queries, please reach out to our team through our contact page.
I did not receive a tracking number!
We assign tracking numbers to parcels right before they are shipped. As soon as your parcel is sent out, we send you a tracking notification with your tracking number for each order along with a link so you know where you can track the order. Please check if such an email is sent into your spam folder.
There's an item missing/damaged! My order is wrong.
Oh no! We’re so sorry about this. We do our best to make sure orders are packaged correctly but sometimes people make mistakes. Please fill our contact form with your order number, photo of all the products received, and a photo of the packing slip with any initials marked clearly visible.
Any damaged or incorrect orders should be brought to our attention within 14 days of receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team or we will not be able to further assist.
My order has been shipped to the wrong address!
Unfortunately, once an order has been shipped, we’re unable to change its delivery route. If it’s delivered to the address provided at checkout, we’re unable to retrieve or redirect it, though we’ll always do our best to review what’s possible in each case.
If the parcel is returned to us, feel free to reach out via our contact page. We’ll refund the order once it arrives back at our warehouse, and you’re welcome to place a new order with the correct address.
I'm having issues tracking my order; can you help me?
Once an order has left our facility, please note that it can take a few business days for some shipping couriers to update further tracking details on their website.
If your tracking number does not work, or hasn’t updated within 5 business days, please reach out to us through our contact page and our Customer Happiness team will get right on that for you!
Shipping + Delivery
I’d like to receive my order for the holidays. What are the cut-off dates?
Holiday delivery cut-off dates may change with courier capacity and public holidays. The checkout displays the available methods and an estimated arrival window before payment. We recommend ordering early; if a seasonal cut-off is announced, it will be shown on the website.
Delivery estimates are not guarantees. Severe weather, carrier disruption, or unusually high demand can cause delays, and we will help track any delayed parcel.
Where does Skinora deliver?
We currently accept and deliver orders only within Georgia. Orders are prepared in Tbilisi; orders outside Tbilisi are delivered through OnWay.ge.
International delivery is not currently available.
How much does delivery cost and when is it free?
In Tbilisi, standard delivery costs 5 GEL and is free when the order value after discounts is 50 GEL or more. Express delivery costs 10 GEL and remains paid.
Outside Tbilisi, standard delivery through OnWay.ge costs 11 GEL. After a customer’s first successful order, we also email a one-use, 30-day reward for free standard delivery on a next order of at least 40 GEL.
When will my order arrive?
Expected delivery times include order processing:
- Tbilisi standard: 2–4 business days
- Tbilisi express: same day or next business day, subject to order time and availability
- Outside Tbilisi: 3–7 business days, depending on the destination
The checkout shows an estimated arrival window before payment.
How long does an order take to process?
We normally prepare paid orders within 1–2 business days. Sales, public holidays, severe weather, or unusually high demand may cause a delay; if that happens, we will keep you informed.
If you are delivering to a hotel or temporary address, please make sure someone will be available throughout the estimated delivery window.
Which delivery services do you use and where do orders ship from?
Orders are prepared in Tbilisi. Deliveries outside Tbilisi are handled by OnWay.ge; Tbilisi orders are assigned to an available local delivery partner according to the selected service.
The courier may contact you before delivery. The available method and estimated arrival window are shown at checkout.
Do my billing and delivery addresses need to be the same?
Orders will be shipped to the address provided during checkout. Please ensure that the information you enter is accurate, as deliveries will be made based on the shipping details submitted with your order.
Billing + Payments
What methods of payment do you currently accept?
All prices are displayed in Georgian Lari (GEL). Payment is processed securely by our payment provider (Flitt) and supports bank cards, Apple Pay, and Google Pay. Skinora does not store your full card details.
What currency do you charge in?
Currently, we only accept payments in Georgian Lari (GEL).
Returns
What is your return policy?
Unused, unopened products with intact original packaging and protective seals may be returned within 14 calendar days of delivery, with proof of purchase.
Opened or used cosmetics cannot be returned for hygiene and safety reasons unless they are defective. Email [email protected] before sending anything back so we can confirm the return instructions.
Can I return products without their original boxes/packaging? Can I return multiple orders in the same box?
All returned products must be sent back in their original boxes and packaging, exactly as they were received. Returns that are missing original packaging or are not in their original condition will not be accepted.
Each order must be returned separately and in its original shipment packaging. Combining multiple orders into one return package is not permitted.
Are shipping fees refundable?
The original delivery fee is refunded when the return is caused by our error, such as a damaged, defective, or incorrect item. For a change-of-mind return, the customer pays the return-delivery cost and the original delivery fee is not refunded.
What is a return tracking number?
When returning a product, we strongly recommend purchasing tracking for your parcel, as we are only able to refund items received at the warehouse. If you do opt to purchase tracking, please provide us with your tracking number when notifying us of your return.
I bought my product from another retailer, can I return it to you?
Unfortunately, we are only able to offer returns for products that were purchased from our website directly.
When will I get my refund?
As we receive multiple deliveries daily, we are unable to send you a confirmation email upon receipt. However, please allow up to 12 business days after the parcel has been delivered for us to inspect and approve your return. Once approved the refund will be issued.
Why is my refund less than the amount paid?
Approved refunds are issued to the original payment method within 10 business days. If the payment card uses another currency, the amount shown by your bank may differ because of the exchange rate applied when the refund is processed.
Delivery and return costs follow our Refund & Cancellation Policy: Skinora covers them when the return is due to a damaged, defective, or incorrect item; otherwise return delivery is paid by the customer.
I lost my receipt, what can I do?
We will do our best to locate your store receipt on our end. Please visit our Contact Us page and submit your request with as much detail as possible. Unfortunately, if we are unable to locate your receipt, we will not be able to issue a refund.
Can you refund on to another card?
All refunds are issued only to the original payment method used to place the order. We are unable to process refunds to any other account, card, or payment method under any circumstances.
Technical + Other
My transaction was declined but my card was charged?!
If there were multiple attempts to pay for your order. You may see this as a pending charge or authorization hold on your billing statement, but as the transaction was not completed it will not be charged to your card. The bank often sets aside the funds in anticipation of a successful charge. However, as the transaction was declined no funds have been transferred to us.
How do I sign up for an account?
You can sign up for an account by visiting this link and filling out the fields under “Create an Account”. Happy Shopping!
How do I change my password?
To update your password, first log in into your account. Once logged in you can edit your account details such as password.
Data Privacy
What information does The Ordinary collect?
Personal information may be collected from various sources, depending on how customers interact with the store. Providing this information is always optional, and consent may be withdrawn at any time, subject to applicable legal or operational requirements.
Information may be collected when making a purchase, visiting the website, engaging with promotional activities, participating in events, contacting customer support, or interacting with social media pages.
The types of information that may be collected include:
- Contact details (such as name, postal address, email address, and phone number)
- Age and date of birth
- Gender
- Payment and order-related information (such as billing and delivery details)
- Purchase history
- Account information (such as user ID and password)
- Product preferences and feedback
- Location information
- Skincare concerns, preferences, and relevant physical characteristics (where applicable)
- Information related to product enquiries or complaints, which may include skin reactions, allergies, or other relevant health-related details (if voluntarily provided)
- Content shared by customers (such as photos, videos, reviews, comments, or survey responses)
- Device and usage information (such as device type, operating system, IP address, and unique device identifiers)
- Information made publicly available through social media interactions (such as profile name, profile picture, and other public account information)
How is my information being used?
Personal information may be used for the following purposes:
Sending promotional materials or other communications, where consent has been provided
Processing and fulfilling orders, including payment and gift card transactions
Creating and managing customer accounts, including access to purchase history (online and/or in-store, where applicable)
Assisting with product selection and customer support enquiries
Responding to customer questions and requests
Personalising advertisements and content based on user interests and browsing or purchase activity
Managing participation in events, promotions, contests, surveys, and other marketing activities
Operating and managing interactions through social media platforms and applications
Operating, evaluating, and improving business activities, including product development, service improvement, communication management, data analysis, accounting, auditing, and internal operations
Ensuring system security and protecting against fraud or security risks
Complying with applicable legal obligations, industry standards, and internal policies
If personal information is used for purposes not described here, users will be informed in advance where required. Providing information is optional, and consent may be withdrawn at any time, subject to legal or operational limitations.
How is my information being protected?
Appropriate administrative, technical, and physical safeguards are implemented to help protect personal information against accidental, unlawful, or unauthorized access, loss, alteration, disclosure, or destruction.
These measures may include industry-standard security practices such as encryption to help protect sensitive information during transmission. However, no system can be guaranteed to be completely secure, and absolute security of data transmitted or stored cannot be ensured.
Personal information is retained only for as long as necessary to fulfil the purposes for which it was collected, and for any additional period required or permitted by applicable laws and regulations.
How can I request to have my data removed?
Requests to delete personal data may be submitted through the designated contact or support channels provided by the store.
Please allow up to 30 days from the date of submission for such requests to be processed by the relevant internal teams. Please note that withdrawing consent for certain uses or disclosures of personal information may limit access to certain services or features.
Does The Ordinary sell my information?
Personal information is not rented, sold, or otherwise disclosed to third parties for their independent marketing purposes.
