Welcome to BuyHealthySkin’s FAQ section, where we address your most common queries about our premium Kérastase and Shu Uemura skincare collections. Our discerning clientele—ranging from busy professionals seeking efficient routines to skincare enthusiasts pursuing targeted solutions—can find detailed guidance below.
Product Questions
Q: How do I choose between Brightening, Hydrating & Repair, or other product lines?
A: Our Brightening series targets pigmentation with advanced actives, while Hydrating & Repair focuses on moisture barrier restoration. For personalized recommendations, email our skincare specialists at [email protected] with your skin concerns.
Q: Are your Oil and Balm makeup removers suitable for sensitive skin?
A: Absolutely. Our luxe Oil and Balm formulations are fragrance-free and clinically tested for all skin types, including sensitive skin. They effectively dissolve makeup without stripping natural oils.
Q: What makes your Gel and Foaming cleansers different from drugstore options?
A: We exclusively carry professional-grade formulas with pH-balancing technology and skin-identical ingredients that maintain your skin’s microbiome while deeply cleansing.
Shipping & Delivery
Q: Why don’t you ship to some Asian regions?
A: Due to complex customs regulations for skincare products containing certain active ingredients, we temporarily restrict shipments to select Asian destinations. We’re actively working to expand our coverage.
Q: Can I upgrade my Free Shipping (EMS) to expedited delivery?
A: For orders over $50, you may contact us within 2 hours of purchase at [email protected] to upgrade to DHL/FedEx by paying the $12.95 difference.
Q: How are temperature-sensitive products like oils packaged during transit?
A: Our ClimateSafe Packaging includes insulated liners and thermal wraps for oil-based products, with “Fragile” labeling for careful handling.
Returns & Exchanges
Q: What if my product arrives damaged?
A: Photograph the damaged item and packaging within 48 hours of delivery, then email us at [email protected]. We’ll dispatch a replacement immediately (no return required).
Q: Can I return opened skincare products?
A: For hygiene reasons, we only accept returns of unopened products in original packaging within 15 days. However, if you experience reactions, contact us for formulation advice or store credit.
Payments & Security
Q: Why was my JCB card declined?
A: Some Japanese-issued JCB cards require 3D Secure authentication. Try PayPal as an alternative payment method or contact your bank to enable international e-commerce transactions.
Q: Do you store my credit card information?
A: No. All payments are processed through PCI-DSS compliant gateways (Stripe/PayPal). We only retain shipping and order history data to enhance your skincare experience.
Account Management
Q: How do I track my order without an account?
A: Use our Guest Tracking Portal by entering your order number (e.g., BHS2024XXXX) and shipping email at buyhealthyskin.com/track.
Q: Can I merge two separate orders?
A: If both orders are still in processing status (within 24 hours), email us immediately with both order numbers. Unfortunately, we cannot combine shipped orders due to customs documentation requirements.
“Just as our skincare solutions are meticulously curated, we’re committed to providing transparent, detail-oriented service at every step.”
For urgent inquiries, contact our Seattle team at [email protected] (response time: 1 business day).