FAQ
Orders
How do I track my order?
Once your order is dispatched, you will receive a confirmation email containing your tracking number. You can use this to follow your delivery directly with the courier.
Can I change or cancel my order after placing it?
We begin processing orders quickly to get them to you as fast as possible. If you need to make a change, contact us at hello@naeskn.com as soon as possible and we will do our best to help, though we cannot guarantee a change once an order has been dispatched.
I haven't received an order confirmation. What should I do?
Please check your spam or junk folder first. If you still cannot find it, contact us at hello@naeskn.com with the email address and details used at checkout and we will confirm your order status.
Shipping
How long will my order take to arrive?
UK orders typically arrive within 3 to 5 working days with standard delivery, or 1 to 2 working days with tracked delivery. European orders are estimated at 5 to 10 working days. Full details are available on our Shipping & Returns page.
Do you ship to Europe?
Yes, we ship to all EU member states. European orders may be subject to import duties or local taxes on arrival, which are the responsibility of the customer.
How much does shipping cost?
We offer free standard UK delivery on orders over £30, and free next day delivery on orders over £150 when placed before 2pm. Full shipping rates are available on our Shipping & Returns page.
My order hasn't arrived. What should I do?
If your order has not arrived within 7 working days of your expected delivery date, contact us at hello@naeskn.com with your order number and we will investigate promptly.
Returns and refunds
What is your returns policy?
We accept return requests within 28 days of delivery for UK orders. Items must be unopened, unused, and in their original packaging with all seals intact. For hygiene and safety reasons, we cannot accept returns on opened or used products. Full details are on our Shipping & Returns page.
Do you accept returns from European customers?
At this time, we are unable to accept returns for European orders.
How do I start a return?
Contact us at hello@naeskn.com with your order number and the reason for your return before sending anything back. Once approved, we will send you a prepaid return label and a return note to include inside the parcel.
How long does a refund take?
Once we receive and inspect your return, we will notify you within 5 business days. If approved, your refund will be processed to your original payment method within 7 to 10 business days.
I received a damaged or incorrect item. What should I do?
Contact us at hello@naeskn.com within 5 days of delivery with your order number and a photo of the issue. We will resolve this as quickly as possible at no cost to you.
Payment
What payment methods do you accept?
We accept all major debit and credit cards, as well as PayPal and Klarna.
Is it safe to enter my payment details on your site?
Yes. All transactions are processed securely and your payment details are encrypted at all times. We do not store your full card details on our systems.
Products
Are your products authentic?
Yes. Every product we stock is sourced directly from the brand or an authorised distributor. We do not sell through unofficial or third-party resellers.
Will product descriptions be available in English?
Yes, all product descriptions and key ingredients are presented in English to help you choose the right products for your skin.
Do you sell makeup as well as skincare?
Yes. Alongside skincare, we stock a curated range of Asian beauty makeup, with more added as we grow.
I have sensitive skin or allergies. What should I do before trying a new product?
We always recommend doing a patch test before using any new skincare or makeup product, particularly if you have sensitive skin or known allergies. Product descriptions on our site are for guidance only and do not replace medical or dermatological advice.
Can't find what you're looking for? Email us at hello@naeskn.com and we'll get back to you as soon as possible.