Help Centre & FAQ

Delivery is available to all regions in the UK, shipped from our UK warehouse. After 1 business day processing please allow for the below approximate time frames; 

UK Standard Tracked Delivery (Royal Mail) - £3.99 (2-5 working days*). FREE on orders above £30. 

UK Express Tracked Delivery (Royal Mail) - £5.95 (Up to 2 working days*, if ordered before 4pm GMT on working days). FREE on orders above £50. 

Express orders placed after 4pm on Friday and into the weekend will be processed on Monday. 

*Please note the above shipping timelines are estimates and not guaranteed. Sometimes there may be delays – e.g. carrier delays, logistics, bad weather or things out of our control. Our team can be reached via our contact us page with any further queries you have. 

Express Tracked Delivery may not be available for short periods during busy times of year. 

We are a certified carbon net zero company, so your shipping is planet friendly. 

We offer Free Standard Delivery (Royal Mail) to all orders over £30 and Free Express Shipping (Royal Mail) to all orders over £50.

Please allow up to 1 full working day for processing in our warehouse. Please note this does not include weekends and bank holidays. Orders placed after 4pm on Friday and into the weekend will be processed on Monday.

After 1 working day for processing, please allow 2-5 working days* for Standard Delivery and up to 2 working days for Express.  

Please note the above timeframes are estimates and cannot be guaranteed. 

All UK orders are shipped from our UK warehouse and are not subject to any tariffs or duties.

All UK orders are shipped from our UK warehouse in Crawley. 

We’re sorry to hear this! Please do check in with members of your household, neighbours and around the property to see if this has been taken in on your behalf. The tracking link sent to your email when your order was shipped should indicate where your parcel has been left! If you are still unable to locate your order, please contact help@theinkeylist.com and we will be happy to help.

If your order is showing as unfulfilled, this means it hasn’t yet shipped from our warehouse. Please allow up to 1 working day for your order to process through our warehouse and be picked up by our carrier. 

A ‘Fulfilled’ order status means your order has shipped from our warehouse and is now in transit to you with our carrier! This does not mean your order has been delivered to your address. For further tracking information, please refer to your tracking link found on your order or in your shipping confirmation email. 

Please beware of any fraudulent SMS and/or emails prompting you for payment to redeliver. Our carriers would never request a payment from our customers to redeliver your order. Any messages of this nature are not associated with The INKEY List and we would advise to report any fraudulent messages you receive. If you are unsure, please check your tracking information for the status of your order and email our team at help@theinkeylist.com who provide further clarification. 

Yes! Please email us at help@theinkeylist.com using the email address used to place your order.

We don’t currently accept returns. 

If you have used the products and finding they are not suitable for you, you may be eligible for our 60 day satisfaction guarantee. If you have received your products within the last 60 days and aren’t happy with the results, please reach out to our askINKEY team at ask@theinkeylist.com so they can assist you with your routine.

As of May 2022, The INKEY List operates a 60-day satisfaction guarantee. If you aren't satisfied with The INKEY List products, we will help you find an alternative product or give you your money back!

• Guarantee is valid 60 days from when the customer receives their order.
• Only valid on purchases made on uk.theinkeylist.com
• Customer's must have used at least 1 product to be eligible to claim.
• Customers can only claim up to 3 times per year per customer.
• 1 claim valid per product
• No return of products is necessary to be eligible to claim.
• We reserve the right to deny any claim if the customer does not follow subsequent advice.

We are unable to accept any product returns once they have been received. If you have used the products and finding they are not suitable for you, you may be eligible for our 60-day satisfaction guarantee. If you have received your products within the last 60 days and are not happy with the results, please reach out to our askINKEY team at ask@theinkeylist.com so they can assist you with your routine.

We’re sorry to hear you aren’t quite satisfied with your new products. As of May 2022, The INKEY List operates a 60-day satisfaction guarantee. If you aren't satisfied with our products, we will help you find an alternative product or give you your money back! All you need to do is get in touch with our askINKEY team at ask@theinkeylist.com

Once your refund has been processed, this will show in your account within 5-7 working days depending on your banking provider. If your order has been returned to us by the carrier, the refund will be processed within 14 working days of the order being delivered back to us. 

You can add your myINKEY points or discount code at the checkout stage. This is at the top of the page where you can redeem points available.

Please ensure you are logged into your myINKEY account before trying to apply myINKEY points to your order.  

Please also ensure you apply any discounts or points first, before continuing to checkout with ShopPay.  

If you are automatically logged into ShopPay at checkout, please select ‘checkout as a guest’ to log out of ShopPay and apply your discount or points first.  

Sorry to hear your discount isn’t working! Please do check the T&C’s of your discount here, to ensure your bag qualifies. Please note offers cannot be used in conjunction with any other offer or gift cards.

Easy! Simply create a myINKEY account or log in when purchasing. Following a successful order, your myINKEY points will be credited to your account within 30 days, pending approval. Once these have been approved, you can then use them towards a future order by applying them at checkout. 

All orders need to be placed online and our Customer Service team are always on hand to help you do so. 

We currently offer Klarna as a payment method in the UK, EU and US. Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Our team are unable to overrule the algorithm to offer this as a payment option for you. Please do reach out to Klarna directly via their 24/7 live chat to find out more on why this may not available to you.  

Alternatively, you are able to complete your order by paying by credit or debit card at the checkout. 

After placing an order using PayPal, the payment will show in your account as pending until we ship your products to you. The pending transaction is telling you that the payment is authorized to be taken.

We offer a variety of payment methods to complete your purchase as you wish. You can select your payment method at the payment section of checkout. 

Visa  

Visa Debit 

Maestro 

MasterCard 

American Express 

Paypal 

ShopPay 

GooglePay 

ApplePay  

Klarna (EU/UK/US only). Find out more about Klarna here.

The INKEY List Digital Gift Cards. You can check the balance of a Digital Gift Card here.

All transactions are secure and encrypted. 

We’re sorry to hear you’re having difficulty placing your order. Please double check all card details are correct and you are using a payment method accepted by our website. We advise to ensure the expiry date and billing address are correct, and checking the funds available in the account.

We are unable to change any items in an order once it has been placed. If you have missed an item off your order, please do reach out to our team at help@theinkeylist.com and they will be able to assist you further.

We’re sorry to hear you wish to cancel your order. We only have 30 minutes tobe able to request a cancellation within our warehouse before it is processed. Please do reach out to the team at help@theinkeylist.com to request a cancellation, along with the cancellation reason, and we will do our best to help.

Once you’ve completed our Skincare Quiz or found the products for your skin, you’ll need to click 'Add to Bag’. You can either continue shopping or click 'Your Cart’. Once at your cart, you can then see the option to checkout. Please check all the items you wished to order are in your bag before proceeding to checkout! 

If you are logged into your myINKEY account then your address and payment options will automatically display in the checkout, making it quick and easy to complete the order. Please do double check your details before completing the order! If you don’t have an account, you’ll need to enter the details manually. 

At this stage you can also apply any promotional code, gift card or myINKEY points to your order total.  

Check everything is correct and you’re good to go. We will send you a confirmation email that we’ve received your order and another once it has shipped from our warehouse.  

If you have an myINKEY account with us, ensure you are logged into your myINKEY account to begin claiming and redeeming your rewards. 

We do not currently offer samples. If you take a look at our Skincare Quiz this will help you to pick out products suitable for your skin type and to help target your concerns. You can find this here; Skincare Quiz

Make sure you have selected the correct region to view the correct availability of items. 

Once you have placed your order, you will receive an order confirmation email. Click ‘View my Order’ in the confirmation email to see the status of your order in our warehouse. Once the order has shipped, you will receive a shipment confirmation email, along with your order status being updated with your tracking information. Please note – we advise 1 full business day for processing your order in our warehouse! You can also see the status of your order in your myINKEY account.

We only have 30 minutes to be able to make address amendments once the order has been placed. Please do reach out to our team at help@theinkeylist.com to see if this is still possible.

If your order has been automatically cancelled after a successful checkout process, this may have been automatically flagged as a potentially fraudulent order by our payment provider. Please try a new payment method to complete your purchase from us and ensure your address matches the address registered to your chosen payment method. 

If your payment was unsuccessful at checkout due to a technical error, incorrect details or insufficient funds, the transaction will be pending from your chosen payment method,and this will bounce back shortly. If the transaction is successfully deducted from your account, but you never received your order confirmation from us, please contact our team at help@theinkeylist.com along with your full name and shipping address.

We are so sorry to hear this! Please reach out to us explaining the damage to help@theinkeylist.com, along with an image and your order number. Our team will be happy to help you. 

We’re sorry to hear you didn’t receive your order as planned. Please contact our team at help@theinkeylist.com, along with an image of what you have received and your order number. Our team will be happy to help you.  

We’re sorry to hear your order didn’t arrive complete. Please contact our team at help@theinkeylist.com and they will be happy to help. 

Not all of our products come with seals! We place seals on only our tubed products, to prevent leaks in transit. Please be rest assured we do not have a returns department, so all products are unused, unopened, and safe for your personal use. 

If your product appears to have a defect, please do let us know! We happily receive all INKEY List product feedback regardless where it was purchased so we can continue to improve. However, as this was purchased from another retailer, you must reach out to them to request a refund or return.

We’re sorry to hear your product isn’t working for you. Please do let us know if you have experienced any irritation from our products, as we’d love to help you. However, as this was purchased from another retailer, you must reach out to them directly to request a refund or return

We're sorry to hear you would like to unsubscribe. At the bottom of all our emails, there will be an option to unsubscribe. If you click on this link and follow the steps, you will be removed from our marketing. Please note, this can take 3-5 working days to complete so you may receive emails, if any, in the interim. If you have any issues, just let us know.

We're sorry to hear you would like to unsubscribe. You can unsubscribe to our SMS by replying STOP. Please note, this can take 3-5 working days to complete so you may receive SMS, if any, in the interim. If you experience any issues unsubscribing, please do let us know.

Your points will be added to your myINKEY account within 30 days of placing your order, pending approval.

You can create a myINKEY account here. Please make sure you have selected the correct region before signing up!

To change your name, gender or default address on your account, start by logging in. Click on your myINKEY account and go to ‘Account Settings’ to change your details and then ‘Save Changes’. If you’d like to change your email address, birthday, or anything else, contact the team at help@theinkeylist.com

Please be rest assured that shopping with us is completely safe! We’re fully compliant with the data protection act and we care about keeping your details secure. 

For further information, please visit our Privacy Policy page. 

If you would like us to erase your data, please contact our team at help@theinkeylist.com along with the email address associated with your account and where you are based.

We’re sorry to hear you would like to delete your myINKEY account. Please contact our team at help@theinkeylist.com along with the email address associated with your account and where you are based.

When at the log in page, please select ‘Forgotten my password’ to receive a password reset to the email address associated with your order. If you don’t receive this email, and you have checked your spam/junk folder, you may not have an active myINKEY account with us. Try using the ‘Sign Up’ page instead!

If you don’t receive this email, and you have already checked your spam/junk folder, you may not have an active myINKEY account with us. Try using the ‘Sign Up’ page instead.