Customer Service

Hello and welcome to our customer service! Here we assist you with everything from finding the right products to tracking your shipment or helping with returns. Below, you can click to read our most common questions, how to shop, how our delivery works, what applies to returns, and terms of purchase.

SHOP & PAY

Read the full terms and conditions here.

Once you have placed your order, a confirmation will be sent to the email address provided during the ordering process.

We will dispatch your products as soon as possible but no later than seven working days after receiving and confirming your order. If a product is out of stock when you place your order, we will send it as soon as we have it back in stock. We will do our best to send your order as soon as possible.

Although we aim to deliver within the time frames indicated, delivery may take longer than expected due to unforeseen events. If delivery time exceeds thirty days, you have the right to cancel your purchase.

The prices listed on theskinagent.com include applicable value-added tax and exclude shipping costs. We are not responsible for any printing or typing errors. If there are any discrepancies in pricing, delivery times or other circumstances, The Skin Agent reserves the right to make changes after the fact. In these situations, we will contact you to inform you of the changes and you have the option to either modify or cancel your order.

If we detect fraudulent orders or other attempts to commit fraud, the incident will be reported to the police. The Skin Agent reserves the right to refuse an order.

In collaboration with Klarna, we offer invoice payments, card payments, and direct payments. Please note that available payment methods may vary depending on Klarna’s offer at the time of purchase. The current payment methods are always displayed at checkout. For more information about your payment, please contact Klarna at klarna.se/kundservice.

After finishing your shopping, you’ll need to provide your email address and ZIP code at the checkout to access your information through Klarna. If you haven’t used Klarna before, you may also need to input your personal identification number. Once completed, Klarna will present the available payment options, with invoice payment preselected. However, this can be changed in the following step. Additionally, you have the option to add a PIN code for added security when using Klarna Checkout.

The Klarna invoice is free of charge and you have a payment time of 14 days. The invoice will be sent by email when the order is shipped from us.

When paying by invoice, Klarna can conduct a credit assessment, and a copy of the credit report will be sent to your home address. This assessment will not affect your credit score.

If you would like to return your order, it is important that you extend the invoice due date. You can easily do this on klarna.se. For information about your payment, contact Klarna at klarna.com/sv/kundservice.

We will make a refund to you if you have used your right of withdrawal. Our preference is to make the refund using the same payment method you used when placing the order (or, if payment has not yet been made for the goods in question, to ensure that the return is reflected in your account balance). We will process the refund as soon as possible, or no later than 30 days from the day we received the goods. You must pay for the return shipping costs yourself when sending back the item, and we will compensate you with an amount equivalent to the standard shipping cost of SEK 29. We always pay for the cost of returning replacement items.

An alternative payment method may be used for the refund, but this will not result in any extra costs for you.

RIGHT OF WITHDRAWAL & WARRANTY

You have a 14-day open purchase policy from the date we delivered your products (the date you received the email with delivery information). During this period, you can return the products free of charge and receive a refund. You will be responsible for the return shipping costs, and we will compensate you with an amount equal to the standard shipping cost of 29 Swedish kronor. You can return the products within 30 days from delivery, as long as they are unopened. If the products are damaged or used, you will not receive a refund. Always contact our customer service via mail or email before returning products.

The recipient is responsible for checking that the delivery and products are undamaged when receiving the package. In case of any problems with the package or missing products, a written message must be sent via email to kund@theskinagent.com.

If the complaint/purchase cancellation is approved, we will refund the amount for your order in the same payment method used upon purchase. The product must be in unaltered condition, unused, undamaged and in its original packaging. The product must be complete, which means that broken packages or parts of the product will not be accepted as returns.

The Skin Agent will charge you for any extra costs that occur during non-complete returns or may refuse the return. Always keep the receipt until the return is completed.

The Skin Agents products are manufactured by a contracted manufacturer according to our recipe. All ingredients come from plant sources, meaning the products are completely vegan. We cannot be held responsible for any potential allergies to ingredients in our products or samples. If you are uncertain about what the product or sample contains, please contact our customer service before use/ordering.

If you have experienced an allergic reaction to any product purchased from The Skin Agent, please contact a doctor. We also ask that you contact us at The Skin Agent through our customer service.

Delivery

The Skin Agent takes the utmost care when receiving and processing orders. We strive to send orders as soon as possible and in the order they are received by us. Our goal is to deliver within 5-7 working days after we have received and confirmed your order, unless otherwise agreed or if the item is on backorder. Although we aim to deliver within the stated timeframe, unexpected events may cause delivery to take longer. If the delivery time exceeds 30 days, you have the right to cancel your purchase. If you do not receive your order by the expected delivery date, please contact The Skin Agent’s customer service via hello@theskinagent.com.

The Skin Agent collaborates with PostNord for deliveries. Currently, we can only deliver from the online store to Sweden, Denmark, Finland, Åland, and Norway. Do you want your goods delivered abroad? Please contact our customer service at hello@theskinagent.com for a price estimate on your delivery.

The standard shipping cost within Sweden is 29 SEK including VAT. If you shop for 450 SEK or more, we offer free shipping within Sweden. For orders to other Nordic countries, the shipping cost is 55 SEK. For deliveries to other countries within the EU, please contact customer service at hello@theskinagent.com for current pricing information. For orders outside of the EU (excluding Norway and Åland), customs and import duties will apply for each country’s applicable terms.

Contact us

We work for you, so do not hesitate to contact us with any questions or feedback. It’s best to write to us by email at hello@theskinagent.com. You can also call weekdays between 9 am and 3 pm at phone number 08-517 01 900.