We’re currently experiencing a high volume of customer enquiries. Please see our Frequently Asked Questions below for the fastest way to get your questions answered.
Frequently asked questions.
about our skincare
returns and exchanges
gifting and vouchers
Where's my order?
We use Royal Mail 48 to ensure that orders are delivered within 48 hours of being shipped. Unfortunately, deliveries to some areas are taking longer than expected due to the ongoing strikes. We are working around the clock to speed up shipments and minimise delays and we appreciate your patience.
You can view the status of your order by logging in to your account here. A “processing” order status means that we have started making your customised serum. A “completed” order status means that the order has been shipped and is on its way to you. You will receive an email confirmation when your order has been shipped.
Is Atypical a subscription?
Our customised serums are currently sold through a subscription, and you are provided with your next payment date at the checkout before you place your order. We may from time to time sell one-off products which are not part of a subscription. Products which are not part of a subscription will not show a re-curring payment date schedule at checkout.
Do you sell one-off products?
At the moment, our serums are only sold through a subscription.
How do I customise my serum?
To customise your serum please click here and answer the skin quiz questions.
Do you ship to the USA/EU/Canada?
At the moment, we only ship products to the UK. Follow us on Instagram by clicking here, to be the first to know when we expand.
about our skincare
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 customise 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 preferences are all determined during the customisation process to ensure that your bespoke products are 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.
Can I cancel my subscription any time?
Yes! Cancel your subscription anytime by logging in to your account, clicking ‘subscriptions’ and then clicking 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. Subscription renewal charges are non-refundable.
All active subscriptions must be cancelled by logging into your account. We are unable to accept cancellation requests via email.
Will I get charged if I cancel my subscription before my next shipment is due?
If you cancel your subscription before your next payment is due (also known as your order renewal date) then you will not be charged. However, if you cancel your subscription after your order has already been renewed then that will be the last order that you receive and you will be charged for it. Please note that subscription renewal charges are non-refundable.
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.
Please note that all active subscriptions must be cancelled by logging into your account. We are unable to accept cancellation requests via email.
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.
What are your shipping options and how much do they cost?
We currently offer standard shipping (3-5 days) using Royal Mail.
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 details please contact us as soon as possible at email@example.com and include your order number in the email.
returns and exchanges
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 firstname.lastname@example.org within 30 days of receiving your order and include your name, order number and concerns and we can offer you a free one-time formula adjustment where we 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.
This does not apply to subscription renewal charges, which are non-refundable.
gifting and vouchers
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 formula 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.