Contact Us

01 How to Reach Us

Use the details at the top of this page. Email is best for anything that needs photos, invoices or bank details, and gives you a written record. WhatsApp is quickest for short questions about products, stock or where your parcel has reached. Phone is best when something is urgent and needs sorting in one go.

We are available Monday to Saturday, 10 AM – 6 PM IST, and are closed on Sundays and public holidays. Messages sent outside these hours are answered on the next working day.

02 What to Include

To get your issue resolved in a single reply rather than a back-and-forth, please share your order number, your registered phone number or email, and a short description of the problem.

For anything about damage, a defect or a wrong item, attach clear photographs of the product, its batch and expiry details, and the outer shipping carton — plus an unboxing video if you have one. It is the fastest way for us to approve a replacement or refund.

03 Send Us a Message

Prefer to write here? Fill this in and it reaches our support inbox directly. Fields marked with an asterisk are required.

04 Order Status & Tracking

Your tracking link is sent by email, SMS or WhatsApp once the order is dispatched, and is also available under "My Orders" in your account. Tracking can take up to 24 hours to start updating and may not refresh daily while the parcel moves between hubs.

If tracking has not moved for several days, or your parcel has passed its expected delivery window, write to us with the order number and tracking ID and we will follow up with the courier. Full details are in our Shipping Policy.

05 Returns & Refunds

You can raise a return from your account under "My Orders", or message us with your order number and reason. Please check the conditions and timelines first in our Return & Refund Policy — because these are skincare products, hygiene rules limit what we can take back once a seal is broken.

For a damaged, defective or wrong item, contact us within 48 hours of delivery so we can raise the claim with the courier while it is still possible.

06 Product & Routine Help

Not sure which serum to start with, how to layer products, or whether something suits oily, dry or sensitive skin? Send us the product link along with a short description of your skin and what you're currently using, and we will tell you honestly — including when you need less than you think.

We can also share additional photographs, texture details or ingredient explanations for any product on request.

07 Sensitivity & Reactions

Our formulations contain active ingredients. Please patch test before first use, introduce actives gradually, and use sun protection during the day.

If you experience persistent irritation, redness or discomfort, stop using the product and consult a doctor. Do write to us as well — we will review your routine and the batch. Skin Stein products are cosmetics, not medicines, and our guidance is not a substitute for medical advice. If you are pregnant or breastfeeding, have a diagnosed skin condition, or use prescription treatments, please consult a dermatologist before starting.

08 Bulk & Wholesale

For retail stores, salons, clinics, distributors, resellers or corporate gifting, apply through our Partner With Us page with the quantity, categories, budget range and the date you need delivery by.

Bulk orders are quoted separately and are not eligible for standard offers, coupons or the usual consumer return window.

09 Collaborations & Press

For creator collaborations, dermatologist and expert partnerships, press and media queries, or proposals of any kind, email us with your profile links and what you have in mind.

We read every message but are only able to respond to enquiries that are a good fit for the brand and the current campaign calendar.

10 Response Times

We reply to most emails and messages within 24–48 business hours. Replies take longer during festive periods, large sales and new launches.

Please avoid sending the same query through email, WhatsApp and phone at once — duplicate tickets slow down the queue for everyone.

11 Grievance Officer

If your issue has not been resolved by our support team, you may escalate it to our Grievance Officer, appointed under the Consumer Protection (E-Commerce) Rules, 2020 and the Information Technology Act, 2000:

Complaints are acknowledged within 48 hours and resolved within one month of receipt.

12 Stay Safe from Fraud

We will never ask you for your password, OTP, CVV, UPI PIN or card details over phone, email or WhatsApp. We do not ask customers to scan a QR code to receive a refund — scanning a QR code sends money out of your account, not into it.

We contact you only from the email address and number listed on this page. If someone claims to be from Skin Stein and asks for payment outside our website, please do not pay, and report it to us.

13 Registered Address

Please do not send returns to this address unless our team has asked you to. Return addresses are shared with you at the time your return is approved.