FAQs
Product Specific Questions
Searching for a Product
Payment
Privacy
Product Specific Questions
1. Where can I inquire about SKII or SKII products?
If you want to inquire about SKII or one of our products check our list of product FAQs.
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Searching for a Product
1. How do I locate a product on the site?
Products available for sale on shop.SK-II.com are grouped by Skin Concern and Protocol, allowing you to find the products that meet your specific skin needs. Please click on the Skin Concerns or Protocols options to your left to be brought to that department. You may click on any one of those buttons and browse the department for what you are looking for. You may also find products on the site using our search function which is found at the top of all pages in the site. The site search function allows you to enter a key word or phrase (i.e. cleanser) bringing up the product(s) that match.
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Payment
1. Can I use coupons or gift certificates for purchases on shop.SK-II.com?
shop.SK-II.com does not accept coupons of any type. Gift certificates may not be used for payment.
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2. Do you accept another currency besides US dollars?
No, all prices are in US dollars. Your credit card company will automatically do a currency conversion for you when you purchase from shop.SK-II.com.
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3. What is done to secure my credit card transaction?
shop.SK-II.com values you as a customer and protecting you and your order information are of paramount importance to us. Sockets Layer (SSL) technology is used to protect all aspects of your transaction on the site.
SSL encrypts your order information to avoid the decoding of that information by anyone other than shop.SK-II.com. To verify the security of your transactions and check the security of your connection; check at the lower left corner of your browser window after accessing the server. A closed lock (depending on your browser) indicates that the SSL is active. A second way to verify the secure status of your transaction is indicated in the URL of the pages upon which information is provided. When the first characters of the URL are "https" as opposed to "http" you are accessing a secure server. Whenever you are entering personal information you will be in a secure area of our store. The general information pages and items pages do not require you to supply information and therefore are not "locked".
If your browser or firewall does not permit communication through secure servers, you will not be able to place an order.
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4. What method of payment do you accept?
shop.SK-II.com accepts most major Credit Cards. We honor MasterCard, Visa, American Express, and Discover Card.
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5. When is my credit card charged for the order?
Your credit card will only be charged when the order ships from our warehouse.
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Shipping
1. How am I notified when my order ships?
When your order ships you will receive an acknowledgment via Email that confirms all of the details of your order and the date it shipped. This acknowledgment will include the items ordered, price, sales tax, shipping & handling charges, carrier tracking number if applicable and any information regarding items that may be unavailable.
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2. How are orders shipped?
Orders are shipped via FedEx, the USPS and other carriers. The method of shipment is based on the dollar value of the order, the weight of the order, the location being shipped to, and the delivery time selected by the customer. We offer 2nd Day and Next Day shipping options for an extra charge.
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3. What are the shipping charges?
For information about shipping charges, please read our Shipping Policy.
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4. When are orders shipped?
All in-stock merchandise is normally shipped from our warehouse on the next business day (excluding holidays and weekends). Orders placed before 11 am EST with an expedited shipping option will be shipped on the same day, excluding weekends. If the order was placed over a weekend or holiday, shipment will be normally made on the next business day. If an item is unavailable you will be notified.
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5. Where do we ship?
shop.SK-II.com ships within the United States and to Puerto Rico.
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Returns
1. What is your return and exchange policy?
2. What is your policy on damaged items?
Upon receipt of your order, please inspect the product for any damage that may have occurred during the shipping process. If any damage occurred to the ordered item(s) please contact us immediately at 1-866-951-2501. Please provide the order number and e-mail address and retain the shipping box, packing materials and damage items for inspection by the carrier.
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Privacy
1. How do I update my personal information?
Please visit My Account. You will be asked to sign in with your Email and password. After signing in, select the type of information you would like to update. If you do not have an account, you may create one. We invite you to register and hope you enjoy your shopping experience.
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2. How is the information used?
shop.SK-II.com uses the information collected for the following purposes: to send information you have requested, such as information about us, promotional information about our products, or details of any offers or promotions; to assist us in improving our products, services or the content of our site; to contact you in connection with a contest or promotion; to send you products that you may have purchased on our site; or for our own internal marketing and research purposes. shop.SK-II.com will not sell, rent, or in any way intentionally disclose personal information that you provide to us on this site to any third party (other than Procter & Gamble and its affiliates), unless: 1) we are required to do so by law, regulation, warrant, subpoena or court order, or 2) such disclosure is part of a sale of all (or substantially all) of the assets of one or more divisions or affiliates of shop.SK-II.com.
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3. With whom will the information be shared?
shop.SK-II.com will not sell, rent, or in any way intentionally disclose personal information that you provide to us on this site to any third party (other than Procter & Gamble and its affiliates), unless: 1) we are required to do so by law, regulation, warrant, subpoena or court order, or 2) such disclosure is part of a sale of all (or substantially all) of the assets of one or more divisions or affiliates of shop.SK-II.com.
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Orders
1. Can I cancel my order once I place it?
You have the option of changing and canceling your order during the checkout portion of the order process. It is not possible to cancel your order after it has been submitted. The transaction takes place so quickly that it is not possible to handle cancellations. If you wish to cancel your order on the same day you have placed it, you may contact our Customer Service center by phone 1-866-951-2501, Monday-Friday, 9:00am - 6:00pm Eastern Time, to see if the order may be cancelled prior to shipping. Once the order has been processed and shipped, we suggest that if you wish to cancel, you return the shipment after you have received it.
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2. Can I change my order once I place it?
You have the option of changing and canceling your order during the Checkout portion of the order process.
It is not possible to change your order after it has been submitted. The transaction takes place so quickly that it is not possible to handle changes. We suggest that if you wish to increase quantities or add items that you enter another order.
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3. Can I check my order status online?
Online order status is only available for orders placed on the web site. You can check your order's status by signing into Your Account. You will be asked to sign in with your Email and password.
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4. How does the order process work?
Once you have filled your shopping bag and checked out, you will receive an order confirmation by Email. The confirmation will include an Order Number, which you can use for reference if you have any questions. Your order will be processed and your credit chard charged during our next production cycle which is generally the next business day (excluding weekends and holidays). The order is picked, verified, packed and shipped to you. At the time your order ships your credit card will be charged for the total amount indicated on your order. You will also receive an acknowledgment via Email that your order is on its' way, including a tracking number where applicable.
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Gifts
1. Can I include a gift message or gift wrap my order?
We are sorry, shop.SK-II.com does not include a gift message or gift wrap orders at this time.
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shop.SK-II.com is owned and operated by the Field Companies Fulfillment Center, Inc., an authorized SK-II retailer.
Searching for a Product
Payment
- 1. Can I use coupons or gift certificates for purchases on shop.SK-II.com?
2. Do you accept another currency besides US dollars?
3. What is done to secure my credit card transaction?
4. What method of payment do you accept?
5. When is my credit card charged for the order?
- 1. How am I notified when my order ships?
2. How are orders shipped?
3. What are the shipping charges?
4. When are orders shipped?
5. Where do we ship?
Privacy
-
1. How do I update my personal information?
2. How is the information used?
3. With whom will the information be shared?
-
1. Can I cancel my order once I place it?
2. Can I change my order once I place it?
3. Can I check my order status online?
4. How does the order process work?
Product Specific Questions
1. Where can I inquire about SKII or SKII products?
If you want to inquire about SKII or one of our products check our list of product FAQs.
GO BACK TO TOP
Searching for a Product
1. How do I locate a product on the site?
Products available for sale on shop.SK-II.com are grouped by Skin Concern and Protocol, allowing you to find the products that meet your specific skin needs. Please click on the Skin Concerns or Protocols options to your left to be brought to that department. You may click on any one of those buttons and browse the department for what you are looking for. You may also find products on the site using our search function which is found at the top of all pages in the site. The site search function allows you to enter a key word or phrase (i.e. cleanser) bringing up the product(s) that match.
GO BACK TO TOP
Payment
1. Can I use coupons or gift certificates for purchases on shop.SK-II.com?
shop.SK-II.com does not accept coupons of any type. Gift certificates may not be used for payment.
GO BACK TO TOP
2. Do you accept another currency besides US dollars?
No, all prices are in US dollars. Your credit card company will automatically do a currency conversion for you when you purchase from shop.SK-II.com.
GO BACK TO TOP
3. What is done to secure my credit card transaction?
shop.SK-II.com values you as a customer and protecting you and your order information are of paramount importance to us. Sockets Layer (SSL) technology is used to protect all aspects of your transaction on the site.
SSL encrypts your order information to avoid the decoding of that information by anyone other than shop.SK-II.com. To verify the security of your transactions and check the security of your connection; check at the lower left corner of your browser window after accessing the server. A closed lock (depending on your browser) indicates that the SSL is active. A second way to verify the secure status of your transaction is indicated in the URL of the pages upon which information is provided. When the first characters of the URL are "https" as opposed to "http" you are accessing a secure server. Whenever you are entering personal information you will be in a secure area of our store. The general information pages and items pages do not require you to supply information and therefore are not "locked".
If your browser or firewall does not permit communication through secure servers, you will not be able to place an order.
GO BACK TO TOP
4. What method of payment do you accept?
shop.SK-II.com accepts most major Credit Cards. We honor MasterCard, Visa, American Express, and Discover Card.
GO BACK TO TOP
5. When is my credit card charged for the order?
Your credit card will only be charged when the order ships from our warehouse.
GO BACK TO TOP
Shipping
1. How am I notified when my order ships?
When your order ships you will receive an acknowledgment via Email that confirms all of the details of your order and the date it shipped. This acknowledgment will include the items ordered, price, sales tax, shipping & handling charges, carrier tracking number if applicable and any information regarding items that may be unavailable.
GO BACK TO TOP
2. How are orders shipped?
Orders are shipped via FedEx, the USPS and other carriers. The method of shipment is based on the dollar value of the order, the weight of the order, the location being shipped to, and the delivery time selected by the customer. We offer 2nd Day and Next Day shipping options for an extra charge.
GO BACK TO TOP
3. What are the shipping charges?
For information about shipping charges, please read our Shipping Policy.
GO BACK TO TOP
4. When are orders shipped?
All in-stock merchandise is normally shipped from our warehouse on the next business day (excluding holidays and weekends). Orders placed before 11 am EST with an expedited shipping option will be shipped on the same day, excluding weekends. If the order was placed over a weekend or holiday, shipment will be normally made on the next business day. If an item is unavailable you will be notified.
GO BACK TO TOP
5. Where do we ship?
shop.SK-II.com ships within the United States and to Puerto Rico.
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Returns
1. What is your return and exchange policy?
-
• We want you to be completely satisfied with your SK-II purchase. If, for any reason you are not totally happy with your order at SK-II.com and wish to return an item, you may do it within 30 days of the original purchase date to obtain a credit or exchange. Returned product should be in the original package and condition. Please fill in the return form including the reason for return and enclose with the invoice and item in a prepaid, insured/traceable package. SK-II cannot accept responsibility for any return product that is not insured / traceable.
• Please mail to:
shop.SK-II.com c/o TFCI
650 Pleasant St. (Rear)
Watertown, MA 02472
Attn: shop.SK-II.com Returns
• We are sorry, return shipping charges are not refundable. In case of a damage item, please refer to Damage Items.
2. What is your policy on damaged items?
Upon receipt of your order, please inspect the product for any damage that may have occurred during the shipping process. If any damage occurred to the ordered item(s) please contact us immediately at 1-866-951-2501. Please provide the order number and e-mail address and retain the shipping box, packing materials and damage items for inspection by the carrier.
GO BACK TO TOP
Privacy
1. How do I update my personal information?
Please visit My Account. You will be asked to sign in with your Email and password. After signing in, select the type of information you would like to update. If you do not have an account, you may create one. We invite you to register and hope you enjoy your shopping experience.
GO BACK TO TOP
2. How is the information used?
shop.SK-II.com uses the information collected for the following purposes: to send information you have requested, such as information about us, promotional information about our products, or details of any offers or promotions; to assist us in improving our products, services or the content of our site; to contact you in connection with a contest or promotion; to send you products that you may have purchased on our site; or for our own internal marketing and research purposes. shop.SK-II.com will not sell, rent, or in any way intentionally disclose personal information that you provide to us on this site to any third party (other than Procter & Gamble and its affiliates), unless: 1) we are required to do so by law, regulation, warrant, subpoena or court order, or 2) such disclosure is part of a sale of all (or substantially all) of the assets of one or more divisions or affiliates of shop.SK-II.com.
GO BACK TO TOP
3. With whom will the information be shared?
shop.SK-II.com will not sell, rent, or in any way intentionally disclose personal information that you provide to us on this site to any third party (other than Procter & Gamble and its affiliates), unless: 1) we are required to do so by law, regulation, warrant, subpoena or court order, or 2) such disclosure is part of a sale of all (or substantially all) of the assets of one or more divisions or affiliates of shop.SK-II.com.
GO BACK TO TOP
Orders
1. Can I cancel my order once I place it?
You have the option of changing and canceling your order during the checkout portion of the order process. It is not possible to cancel your order after it has been submitted. The transaction takes place so quickly that it is not possible to handle cancellations. If you wish to cancel your order on the same day you have placed it, you may contact our Customer Service center by phone 1-866-951-2501, Monday-Friday, 9:00am - 6:00pm Eastern Time, to see if the order may be cancelled prior to shipping. Once the order has been processed and shipped, we suggest that if you wish to cancel, you return the shipment after you have received it.
GO BACK TO TOP
2. Can I change my order once I place it?
You have the option of changing and canceling your order during the Checkout portion of the order process.
It is not possible to change your order after it has been submitted. The transaction takes place so quickly that it is not possible to handle changes. We suggest that if you wish to increase quantities or add items that you enter another order.
GO BACK TO TOP
3. Can I check my order status online?
Online order status is only available for orders placed on the web site. You can check your order's status by signing into Your Account. You will be asked to sign in with your Email and password.
GO BACK TO TOP
4. How does the order process work?
Once you have filled your shopping bag and checked out, you will receive an order confirmation by Email. The confirmation will include an Order Number, which you can use for reference if you have any questions. Your order will be processed and your credit chard charged during our next production cycle which is generally the next business day (excluding weekends and holidays). The order is picked, verified, packed and shipped to you. At the time your order ships your credit card will be charged for the total amount indicated on your order. You will also receive an acknowledgment via Email that your order is on its' way, including a tracking number where applicable.
GO BACK TO TOP
Gifts
1. Can I include a gift message or gift wrap my order?
We are sorry, shop.SK-II.com does not include a gift message or gift wrap orders at this time.
GO BACK TO TOP
