FAQs

I. Quiz & Products
How can I see the full ingredient list?

Simply email support@y-ourskin.com to ask for the list. If you are concerned about allergies, please email us before placing your order so that we can adjust your formula to safely avoid a reaction.

The skin quiz didn’t ask about allergies – how can I avoid specific ingredients?

We’ll work with you to discuss alternatives and safely avoid allergic reactions. Email support@y-ourskin.com to let us know what you need to change. Removing one ingredient can affect the effectiveness of others, so your entire routine may need to be tweaked.

Can I change my skin quiz answers after ordering?

Let us know ASAP. Email support@y-ourskin.com if you need to retake the quiz after your order has already been placed. We’ll do our best to update your formula before it ships.

Can my day cream be formulated without SPF?

Sun protection is an essential part of every skincare routine. We include SPF in every day cream formula to help prevent dark spots and premature aging. However, if you already wear daily sunscreen, we can make your formula without it. Simply email support@y-ourskin.com to let us know.

Do you provide or sell samples?

No, not at this time. We’re committed to improving your skin health with lasting, real results. Other brands use fillers and mineral oils that provide the illusion of immediate improvements, but they won’t last. Our transformative benefits can’t be felt after a day or two of sampling.

II. Placing An Order
How much does the 3-month skincare kit cost?

Your custom skincare kit includes a 3-month supply of cleanser (60ml),day cream (30g), serum (20ml), and night cream (30g). The subscription is delivered every 3 months so that we can reduce our carbon footprint and keep shipping costs low.

There are two payment plans to choose from:
- $65 monthly installments ($195 total per shipment)
- $180 flat rate, charged every 3 months at the time of shipment

Does the subscription automatically renew?

Yes. We believe in long-term results and consistent skincare, so your order will automatically enroll you in a recurring 3-month subscription.

Can I pause, delay, or cancel my subscription?

Of course. Email us at support@y-ourskin.com to change your subscription status at least 4 days before the renewal date. We can pause, delay, and stop future shipments.

Keep in mind that processed or shipped orders cannot be cancelled, and you will still be charged remaining payments for the previous shipment if you are paying in monthly installments.

Can I purchase the products without enrolling in a subscription?

Yes. Email support@y-ourskin.com and we will send you an invoice for a single payment.

However, joining our subscription is extremely beneficial to you in the long-run with lots of exclusive benefits. Also, it allows us to continually progress your personalized skincare regimen to stronger active concentrations as your skin changes, so you can visibly see the results you want.

If you’re still on the fence whether or not you commit to a subscription, email us and we’d be happy to help you decide.

Can I purchase individual products?

Yes, you can purchase individual products from your custom skincare line. Email your skin consultant at support@y-ourskin.com for a special link to place the order.

How quickly will I receive my order?

Shipping times will vary based on your location and the current waitlist. We ship right after we’re done packing - you should receive a shipping confirmation email with a tracking link once our delivery partners have your package in their hands. Once shipped, you can expect your Y’OUR Skincare products to arrive in 3-5 business days. Most customers receive their skin care system within 1 week from the date they place their order.

Do you ship outside of the United States?

Yes! If you’re outside the US, we can ship to you for an extra shipping fee. Kindly email us at support@y-ourskin.com for more information.

What types of payment do you accept?

Currently, we accept all major Credit and Debit cards (Visa, Mastercard, Amex).

III. My Order & Subscription
What if I don’t like my products or see results?

We want you to love Y’OUR skincare regimen, so we’ve created the world’s most responsive skincare system to get rid of the guesswork. Our subscriptions include complimentary formula adjustments at no additional cost.

Email support@y-ourskin.com to let us know what’s wrong. We’ll ask for selfies, confirm your skin quiz answers, share personal advice, and tweak your formulas as needed.

What if I receive damaged or incorrect products?

Sorry - that rarely happens, but we’re working on it. If your shipment is damaged, simply email us at support@y-ourskin.com within 10 days of delivery and we’ll send a replacement kit.

I haven’t received my products, but tracking says it’s delivered... now what?

We’re excited for you to receive your package too. Start by asking family members and neighbors if they picked it up. Then check with the shipping carrier – it may have been scanned by mistake.

If you still haven’t received your kit 10 days after the scheduled delivery, email us at support@y-ourskin.com to let us know.

How do I update my method of payment or shipping information?

Simply log in to your account and you’ll see the options for “Update billing information” and “Update shipping address”. Kindly note that the Update shipping address feature only applies to future shipments, not for ones that have been confirmed, processed, or shipped.

For any changes that you cannot make on your account page, please email our support team at support@y-ourskin.com and we will be more than happy to help you.

How can I cancel my subscription?

You can easily cancel your subscription by emailing support@y-ourskin.com. Kindly note that you can cancel your subscription at any time 4 days prior to the date your applicable subscription is scheduled to renew. Canceling a subscription will not cancel and refund any shipments that have been processed or shipped, it only stops future scheduled shipments. You will still need to complete any remaining payment installments for any shipment you've already received.

Due to health and hygienic reasons, we do not accept returns and no refunds will be issued for partially used products.