FAQs & Support
1. How can I check my order status?
After placing your order, you’ll receive a confirmation email with your order details. If you don’t see it in your inbox, be sure to check your spam.
2. Can I cancel or change my order?
We begin processing orders right away to ensure timely delivery, which means we’re unable to cancel or make changes once an order is placed. Please double-check all details before finalizing your purchase.
3. What currency do you charge in?
All transactions are processed as per currency used at time of placing the order.
4. What payment methods do you accept?
We currently accept major credit cards, including Visa, Mastercard, American Express and Klarna Your payment will be processed securely at checkout.
5. What is the shelf life of your products?
The products usually have a 2-3 year shelf life when unopened and stored properly. Once opened, we recommend using them within 12 to 24 months for best results.
6. How should I store your products?
To maintain product quality, store items in a cool, dry place, away from direct heat, sunlight, or humidity.
7. What should I do if I receive a wrong or defective item?
We’re so sorry! If you receive a wrong or defective product, please contact our customer service team with your order details and photos if possible. You must receive a written confirmation before returning any goods. Contact customerservice@neaeskin.com
8. I didn’t receive my package—what now?
First, check your tracking info and look around your delivery area or contact the courier company that delivered your order. If it’s still missing, contact customer service: customerservice@neaeskin.com
9. Why hasn't my tracking information updated?
Once your order ships, some carriers may take a few business days to update tracking details. If your tracking hasn’t moved in a while, feel free to contact customer service.
10. How long does delivery take?
Shipping times vary depending on your location. If your package is taking longer than expected, please reach out to our customer service.
11. How much is shipping?
Shipping costs are based on your order’s weight and destination. You’ll see the estimated shipping fee during checkout.
12. What is your return policy?
At neae skin, your satisfaction matters to us—please note the following return and refund conditions:
- Due to hygiene standards for skincare and makeup, we do not accept returns on opened or unsealed products. Items must be in their original, unused condition and packaging to qualify for return and this must be approved in writing before a return can be carried out.
- We do not accept returns for international orders. Shipping and handling fees (including customs duties and taxes) are non-refundable and are the responsibility of the buyer.
- Please note that we do not ship orders to United States or Canada.
If you believe your item is defective or if you received the wrong product, please contact our customer service: customerservice@neaeskin.com
Safe, Stunning, Ready to Use
At neae skin, we don’t guess — products are reviewed to meet standards of quality and care.
EU compliant: Registered and documented in accordance with EU cosmetic regulations (PIF, CPSR, CPNP).
Safety evaluated: Formulas are evaluated by qualified safety experts. Some of our exclusive formulations are developed in certified GMP laboratories and manufacturing facilities in the Far East, meeting standard requirements.