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Frequently asked questions.

 

Can’t find what you’re looking for? Get in touch.

About our skincare

Subscriptions

Shipping

Returns and exchanges

Gifting and vouchers

About our skincare.

Can’t find what you’re looking for? Get in touch.

What ingredients will be in my custom skincare order?

The ingredients in your custom skincare will depend on your customisation choices. Because our products are bespoke, every order’s ingredients may be different. For a list of all the ingredients we use in our customised products visit our ingredients page.

Does my custom skincare expire?

Your custom skincare will have a shelf life of 12 months from the time you receive it.

What skin types are suited to your custom skincare?

Our custom skincare can be customised to suit all skin types, even sensitive ones. Simply follow the prompts in our skin quiz to cusomise your skincare to suit your needs and skin type.

Are your products cruelty free?

Yes, Atypical Cosmetics is cruelty free and we do not test our products on animals.

Are your ingredients natural?

All our custom skincare is made from a blend of Atypical approved ingredients which are safe, clean and effective. Because not all natural ingredients are safe, we prefer to evaluate our ingredients on an individual basis. A list of our Atypical approved ingredients can be found on our ingredients page (with more ingredients to be added soon!) We believe in putting your needs first and promise not to use any mineral oils, silicones, artificial fragrances or parabens in our products.

Is your skincare suitable for both men and women?

Yes, Atypical’s customised skincare is suitable for both men and women. Your skin type, skin goals and perefrences are all determined during the customisation process to ensure that your bespoke products is tailored to your individual needs.

How many ingredients will be in my custom skincare?

The number of ingredients in your face oil will depend on your customisation options. On average, most custom face oils will contain between 8-30 different ingredients.

Subscriptions.

Can’t find what you’re looking for? Get in touch.

How does your subscription service work?

Users of our subscription service get 15% off and free shipping* with every order. You can opt into our subscription service by selecting the ‘Every month’, ‘Every 3 months’ or ‘Every 6 months’ order frequencies in the customisation process or skin quiz. You will then recieve your customised skincare product at the frequency that you selected and will be able to manage your subscription from your ‘My Account’ dashboard. You will also be able to customise every subscription order before it ships and cancel your subscription  at any time.

 *free shipping with subscription orders is only available for customers in the UK

What perks do I get when I join your subscription service?

Subscription members enjoy 15% off every order and free standard shipping with every order.*

 *free shipping with subscription orders is only available for customers in the UK

Can I cancel my subscription any time?

Yes, you can cancel your subscription at any time. Just log into your account and click ‘Subscriptions’, then click ‘view’ and then click ‘Cancel’.

Please note, that when cancelling your subscription, you must cancel it before your next payment is due in order to avoid being charged for it. 

Will I get charged if I cancel my subscription before my next shipment is due?

If you cancel your subscription three days before your next shipment is due (also know as you order renewal date) then you will not be charged. However, if you cancel your subscription after your renewal date and we have already started working on your bespoke formulation then that will be the last order that you receive and you will be charged for it.

How do I manage my subscription?

You can manage your subscription by logging into your account and clicking ‘Subscriptions’ in your account dashboard.

First, click the person icon in the top right-hand corner of the screen and log into your account. Inside your account dashboard, click ‘Subscriptions’ and then click ‘view’ to change your address, cancel your subscription or view the details of your subscription including when your next payment will be due.

For additional help, please contact us at hello@atypicalcosmetics.com

Can I customise each subscription order before it ships?

Yes, you can customise each subscription order before it ships. Simply log into your account, click ‘customise’ near the top of the screen and go through the customisation process. Once you reach the ‘checkout’ page you’re done; your new customisation choices will have been recorded and you can just close the browser window.

How can I change the frequency of my susbcription?

To change how often you receive your customised subscription order, you will need to cancel your current subscription and then sign up to a new one. First, click the person icon in the top right-hand corner of the screen and log into your account. Inside your account dashboard, click ‘Subscriptions’, then click ‘view’ and then click ‘Cancel’ to cancel your current subscription. Once you have canceled your current subscription, click ‘Customise’ at the top of your screen, go through the process of customising your product, select the new subscription frequency that you prefer and complete the checkout process. 

 

Please note, that when cancelling your subscription, you must cancel it before your next payment is due in order to avoid being charged for it. 

Shipping.

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Where do you ship?

At the moment we only ship to addresses in mainlaind UK (and more countries will be added soon!) If you have any suggestions of where we should ship in the future, get in touch with us at hello@atypicalcosmetics.com

What are your shipping options and how much do they cost?

We currently offer standard shipping (3-5 days) which costs £3.56. Enjoy free standard shipping* plus 15% off every order if you choose to join our subscription service.

 *free shipping with subscription orders is only available for customers in the UK

How long will it take for my custom skincare to arrive?

An estimated delivery date for your order can be seen at the top of your Checkout page. Because every order is customised, it takes time and care to ensure your custom skincare is tailored to your needs.

Can I change my delivery details after placing my order?

If you made an error in your shipping, billing or personal detals please contact us as soon as possible at hello@atypicalcosmetics.com and include your order number in the email.

Returns and exchanges.

Can’t find what you’re looking for? Get in touch.

What is your return policy?

We want you to love your Atypical custom skincare so if you’re not happy with your order we’d love to hear from you! Please email us at hello@atypicalcosmetics.com within 30 days of receiving your order and include your name, order number and concerns. We have two options for returns; we can either offer you a free one time formula adjustment and reformulate your order for you or you can return your product back to us for a full refund, minus the cost of shipping. Please note that we only offer one formula adjustment per customer and only on your first order. By choosing the formula adjustment option we will be unable to refund the original order.

What do I do if I want to return my custom skincare?

We’d love to hear your feedback about our custom products. Please email us at hello@atypicalcosmetics.com and include your name, order number and concerns or feedback and we’ll take care of issuing your free one time formula adjustment or your refund. If you choose to have your formula adjusted, we will email you with further instructions on how to do this. If we feel that we are unable to address your concerns, or if you would like a refund instead, then we will email you a return label and process your refund for the full amount you paid, minus the cost of shipping the product to you, once we receive your return order. 

Can I exchange my custom skincare?

If you’re not 100% satisfied with your custom order, we’d love to hear from you! Please email us at hello@atypicalcosmetics.com within 30 days of receiving your order and include your name, order number and concerns. We don’t currently offer exchanges but we can offer you a free one time formula adjustment and reformulate your order for you. Please note that we only offer one formula adjustment per customer and only on your first order. By choosing the formula adjustment option we will be unable to refund the original order.

Gifting and vouchers.

Can’t find what you’re looking for? Get in touch.

When will the recipient receive the digital gift voucher?

Your recipient will be emailed their digital gift voucher immediately after you place your order. 

Help! I forgot to add a message in the digital gift voucher.

Because email vouchers are immediately sent to your recipient as soon as you place your order, it is not possible to add a message after you checkout. 

Do digital gift vouchers expire?

No, our digital gift vouchers do not have an expiry date and can be used at any time.

Can digital vouchers be returned or refunded?

The gift vouchers themselves cannot be refunded or exchanged for cash. If within 30 days of receiving their customised skincare the recipient is unhappy with their product, we will offer them a free one time formual adjustment and reformulate their order for them. Alternatively, we can also issue a full refund, minus the cost of standard shipping. Please note that by choosing the free one time formula adjustment option, we will be unable to issue a refund for the original order.

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