Frequently Asked Questions - SkinMiles South Africa

Frequently Asked Questions

1. SKIN ADVICE:

  • Yes absolutely. We are here to help you in any way we can. We have tried to make this process as easy as possible with our:

    Free Skin Assessment (more in depth)
    Or feel free to phone our SKIN ADVICE HOT LINE at 021 797 0960 and have a chat with our trained skin therapists Sam or Vashnee. You can also email Sam at sam@skinmiles.com or email Dr Alek Nikolic directly at: dralek@skinmiles.com.


2. LOCAL AND INTERNATIONAL DELIVERIES:

  • We know our shopping experience is world class but for now we are only delivering to customers that reside in South Africa.

3. RETURNS:

  • If you receive a product from Skinmiles and the ordered product is defective or damaged in anyway please contact our friendly Customer Support team on 021 761 6238 or stuart@skinmiles.com or geoff@skinmiles.com within 30 days of delivery and we will gladly arrange for it to be collected and either replaced or the purchase price refunded to you (this is in compliance with the Consumer Protection Act # 68 of 2008)

    If you change your mind about wanting a product after it has been delivered by Skinmiles you may return it to us within 30 days at your own expense, as long as the product is unopened, unused and in its original packaging and you will be provided with store credit or you can contact our Customer Support team for assistance. (This is in compliance to the guidelines of Section # 56 of the store credit Consumer Protection Act 2008)

  • SkinMiles ensures that all products are of high quality when they are shipped to customers.
    We strive to ensure all your products arrive safe and sound with our bespoke SkinMiles Box and protective packaging directly to your door.

    If you receive a product from Skinmiles and the ordered product is defective or damaged in anyway please contact our friendly Customer Support team on 021 761 6238 or stuart@skinmiles.com or geoff@skinmiles.com within 30 days of delivery and we will gladly arrange for it to be collected and either replaced or the purchase price refunded to you (this is in compliance with the Consumer Protection Act # 68 of 2008)

    If you change your mind about wanting a product after it has been delivered by SkinMiles you may return it to us within 30 days at your own expense, as long as the product is unopened, unused and in its original packaging and you will be provided with store credit or you can contact our Customer Support team for assistance. (This is in compliance to the guidelines of Section # 56 of the store credit Consumer Protection Act 2008)

  • Our returns policy can be viewed by clicking here

3. TECHNICAL:

  • You are welcome to contact our Customer Support team using our telephone number: 021 761 6238 or you can also email us at stuart@skinmiles.com or geoff@skinmiles.com. Our Customer Service team strives to make your experience seamless so please be sure to contact them for anything you may need.
  • You need to be registered in order to purchase from our website. We have tried to make this an easy and quick process for you. Go to www.skinmiles.com to register; please click or tap the top right corner: Register (https://www.skinmiles.com/my-account/) and follow the registration instructions. Once registered you will receive an email welcoming you to the Exclusive SkinMiles Club; opening you to our world of the best doctor prescribed topical products available with just a few clicks of your finger.
  • Start your shopping experience with either of the following options:
    1. Take the online Skin Assessment or
    2. Choose the Shop Now button

    Select your items and add them to your cart (ADD TO CART)
    Once you have everything you want, click the VIEW CART button
    Once you are happy with your item or items click the PROCEED TO CHECKOUT button
    Fill out the requested details and click NEXT
    You will then be taken to an order confirmation page which will give you your order number and delivery time lines
    Super-Fast and Easy, just the way we hope you like it.

  • Click on the My Account tab on the top right hand side of the page. You will then be directed to your account details. Scroll down to find your account information. Click ‘edit’ next to ‘billing address’ or ‘shipping address’, then change your details as needed, followed by clicking on the ‘save’ button to ensure your details are changed.
  • All our Newsletters have an unsubscribe button so just click on it and you will not receive any further newsletters from us.
  • To find out more about how we use cookies, please see our Privacy Policy.

4. BRANDS & STOCK:

  • We make every effort to have all our products in stock but on the off chance we run out or our supplier runs out we will have a banner across the product indicating an out of stock item.
  • Please enter the name of the brand you are looking for in the search toolbar. Search results will present you with the available items from that brand. If the brand you are looking for is not there, send us your brand suggestion to smile@skinmiles.com and we will see what we can arrange.
  • We welcome any feedback our customers can give us as this will only help us improve. You can place a review on a product by going to the product’s page and adding your comment, or send your feedback to smile@skinmiles.com.

5. PAYMENT:

  • SkinMiles handles all the payments to offer you a streamlined, quick, safe and efficient shopping experience. So we at SkinMiles will be billing you on behalf of our partners.
  • SkinMiles offers you the following payment methods:

    Payment via credit card
    SkinMiles accepts credit card and chipped debit / cheque card payment via Visa and MasterCard only. We make use of the 3D-Secure authentication system to verify cardholder details with your bank; this links you directly to your bank via a secure link. The transaction then takes place within your bank’s secure environment and we won’t have access to any of your card details. You can be 100% assured that your card details will not be available to, or accessible by, us or any third parties. When you return a purchase, the specified amount will be credited back to your bank account after it has been approved. All transactions are verified by Visa and MasterCard SecureCode.

    EFT (electronic funds transfer)
    This payment method requires the customer to transfer money directly from his/her account into SkinMiles’s account, through computer-based systems.
    If you select EFT, you will be redirected to our secure payment gateway and asked to select your bank. The details for the EFT payment will then be displayed, along with instructions regarding references etc.
    All bank deposit EFT’s require proof of payment to be sent to smile@skinmiles.com before your order will be processed. If payment does not reflect for an EFT transaction we may request proof of payment to be sent before your order is processed.

  • Skin Miles makes use of the 3D-Secure authentication system to verify cardholder details with your bank; this links you directly to your bank via a secure link. The transaction then takes place within your bank’s secure environment and we won’t have access to any of your card details.
    You can be 100% assured that your card details will not be available to, or accessible by, us or any third parties. When you return a purchase, the specified amount will be credited back to your bank account after it has been approved. All transactions are verified by Visa and MasterCard SecureCode.
  • The first step is to check with your bank to rule out any problems that may be occurring on that side. If you still experience difficulties, contact Customer Service, and they will alert our IT team to correct the problem.
  • A personal email will be sent to you to confirm we have your order, once it is processed you will receive an invoice for the goods being delivered. Follow up emails or SMS will be sent to you informing you of the tracking number and expected delivery date of your Skin Miles Box. Should you not receive such an email, then contact our Customer Support team and they will help you out.

6. PRICING:

  • Yes, all pricing is in South African Rand.
  • Yes, all prices are inclusive of VAT.
  • No, unfortunately we do not match, as recommended retail prices are governed by the brands suppliers. We do however do our best to ensure we have the most competitive prices for every product.
  • Coupons / Vouchers:
    How do I use my Promotional coupons / Gift Vouchers
    You can only redeem one voucher or coupon code per order. When wanting to redeem a voucher or coupon you can simply enter the code in the box provided on the Checkout page.

    Promotional Coupons:
    A Skin Miles promotional coupon can be used on www.skinmiles.com only and may have limitations. Promotional coupons may be received via newsletter sign ups, newsletters, social media promotions and other marketing activities.
    Examples of limitations are a minimum spend amount, coupon may not be valid on sale items, a validity and usage period, coupon may only be valid on certain items etc. All promotional coupons will come with terms and conditions. If you are uncertain please contact our Customer Support team for assistance.

    Gift Vouchers:
    If you are lucky and have been given a gift voucher, you will be able to add this to your order and the amount will be deducted from the total order value. You will be able to use the gift voucher until the total value of the gift voucher has been used.

7. PRIVACY & SECURITY:

  • Dr Alek and the SkinMiles team work hard to ensure that your details stay safe and secure. Your privacy is of the utmost importance to us. If you want to know more on how we ensure your privacy, please refer to our Privacy Statement.
  • You can rest assured that we do not store your credit card details in any way.

  • Your information will not be sold or passed on to any third parties. In fact we take every precaution to protect and prevent your personal information at all costs. SkinMiles rightfully protects your information. Read more on how we protect your details by referring to the Skin Miles Privacy Statement.

8. ABOUT THE COMPANY:

9. DELIVERY:

  • Our delivery times are within 3 working days for main city centres and within 5 working days for outlying areas. Our courier service will deliver your order during office hours, Monday to Friday, 8am to 5pm. SkinMiles wants to deliver on time as promised. However, things out of our control do happen from time to time and so we are unable to guarantee that all orders will be delivered within the stipulated time frame.

    You can expect delivery:
    Main Centres (Bloemfontein, Cape Town, Durban, Johannesburg, George, Pretoria and East London) within 3 working days.
    Regional areas within 5 working days.

  • Yes absolutely, your parcel can be delivered to an office or business address. You must enter the address along with your full name, business name, building name, floor number and office number (if applicable) upon checkout. The more information you give us the easier it will be for our courier delivery guy to find you and hand you or SkinMiles box full of your ordered goodies.
  • We have managed to arrange free delivery on all our standard orders anywhere in South Africa.
  • Our delivery policy states delivery within 3 – 5 working days, and we will do everything we can to deliver it as promised. If you have not received it then contact our friendly and helpful Customer Service and they will help you to locate your order. You are able to track the status of your order using the tracking ID sent to you. If you have any concerns, please do not hesitate to contact Customer Service. Remember, you will receive an email from us to tell you that your order is on its way, and receive a tracking number so you can follow its progress.
  • All deliveries are made Monday to Friday, between 8am and 5pm.

    Failed Delivery Attempts:
    After the first attempt has failed the carrier will contact you by telephone to arrange a second delivery, if the second delivery fails then you will have to pay a delivery charge. We will make three attempts to deliver a package. If after three attempts the carrier determines that the package is undeliverable, the package will be returned to skin miles.

    If you think you will not be available during that time then please give our helpful Customer Service team a call, and they will get in contact with our courier partners to try and help you out.

    SkinMiles hint: as soon as your order is dispatched from our warehouse, you will receive an email to confirm that your package is on its way to your door.

    If we are unable to meet the estimated delivery date, we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. If you are unavailable to take delivery or collection, we will leave a card giving you instructions on either re-delivery or collection from the courier.

10. ORDER STATUS:

  • If you log onto Dawn Wing’s site at http://www.dawnwing.co.za/business-tools/online-parcel-tracking/ and enter your tracking number that can be found in your order confirmation email from SkinMiles, you will be able to track the progress of your order. Alternatively contact our ever friendly Customer Service team and they will help you.

FEEDBACK / COMMENTS / QUESTIONS

We welcome your feedback, questions, or advice. We are here to make your shopping experience the best it can be so your input will only make us better and help us improve.

Please contact our Customer Support team on our help line or through email:

Customer Support Tel: 021 761 6238
Email: stuart@skinmiles.com / geoff@skinmiles.com

We wish you an amazing shopping experience
The SkinMiles Team