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The INKEY List 

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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. You will also be able to see the shipping address you left at checkout on your order conf

My order says it has been delivered but I haven’t received it – what do I do?

Shipping / Delivery

How do I place an order?

Do you offer samples?

Can I change the items in my order?

How do I find my order status?

How can I cancel my order?

How can I change my address on the order?

My order has been automatically cancelled. Why?

My order did not go through, but I can see my bank account has been charged?

How can I pay for my order?

Why am I getting a payment error at checkout?

Can you take payment over the phone?

Klarna isn’t being offered to me – why?

Why is the transaction pending on my PayPal account?

How do I apply my discount code or myINKEY points on my mobile?

How do I apply my discount code or myINKEY points on my desktop?

Why is my discount code not working?

How can I earn myINKEY points from my purchase?

I need help with my skincare routine or product usage.

Why I am being asked to pay for shipping?

Placing An Order

How do I apply my discount code on my desktop?

Do you offer student discount?

Do you have any promotions / discount codes available?

I forgot to apply my discount code, can you apply it for me?

How do I get the new customer discount?

Can you price match or apply the new discount to my last order?

Why haven't my points been deducted from my order total after I clicked redeem?

Discounts / Promotions

What delivery options do you offer?

How long does delivery take?

Will I be charged customs?

When will my order ship?

What does it mean when my order says ‘fulfilled’?

I have received a text message/email asking for payment after a failed delivery – what should I do?

Can you provide me with an invoice?

Do you ship internationally?

Where is my order?

How can I track my order?

Do you ship to BFPO addresses?

My delivery has failed - what should I do?

I've had a reaction to a product - what do I do?

What do I do if I have received a faulty/leaked item?

I have received the wrong item – what do I do?

There are item(s) missing from my order – what should I do?

Why don’t my products have seals?

I placed an order at another retailer but there is a fault with the product itself – do you refund/replace it?

My product pump isn't working - what do I do?

My product has a strange smell / odour - is this normal?

Where can I find my product manufacture / expiry date?

The colour of my product is different to what is on the website - is this normal?

Where can I find my product expiry date?

I've not received a response to my query.

My product is not full, what do I do?

Why haven't I received a confirmation email?

I can't get my Oat Cleansing Balm out of the tube?

I didn't receive my free gift with my order.

I haven't noticed any results with my skincare - what can I do?

Can I add a product to my order?

Order / Product Issues

What is your return policy?

Can I return a product if I have opened it?

What if I’m not satisfied with my product?

How long will it take for my refund to be received?

Returns / Refunds

How do I create a myINKEY account?

How do I change the details on my account?

Are my details safe if I create an account?

How can I erase my data?

How do I delete my account?

I have forgotten my password. What do I do?

I have requested a password reset but I haven’t received an email. Why?

How do I unsubscribe from marketing emails?

How do I unsubscribe from marketing text messages/SMS?

Why aren’t my points showing on my account yet?

Why haven't I received an email to review my products?

Why can't I log into my account?

Why have myINKEY points disappeared?

Do myINKEY points expire?

Do myINKEY points get reinstated?

What is myINKEY birthday gift?

I have referred a friend, when do I get my points?

How do I sign out of my account?

Why do I keep being redirected to the log in screen after logging in?

My Account / myINKEY profile

My order says it has been delivered but I haven’t received it – what do I do?Updated 7 months ago