It is with great pleasure that we welcome you to LYSkin. Shopping at our store is simple, fast and secure. In order to successfully complete your purchase, follow the guidelines in this area of Customer Support and Good shopping!

If you have any questions please contact us through the tab “Contact us” or through our livechat. We will be happy to help.

 

Step 1: How to find the product you are looking for?

To find the product you are looking for, you can do it in three ways:

a) through the search engine: in this case, write part or all of the name of the product; the following is a suggestion of products that fit your search;

b) through the menu: choose the category you are interested in knowing (e.g: Body); hover over the category so that you are presented with a list of subcategories that have helped to narrow your search; Choose the subcategory you want to explore (e.g: Cellulite) and navigate between the products in this subcategory until you find what you are looking for.

c) through the brands: in the homepage, next to the footer of the site, you will find all the brands that we sell in our store; click on the brand you would like to explore and know all the products available in our store.

 

Step 2: How to add the product to the shopping cart?

Click on the product you want to purchase. Read the relevant product information (description, ingredients, how to use it). Choose the size, color or capacity you want and click “Add to Cart”.

Immediately the product is added to your shopping cart. You can check at the top of the page that your shopping bag now has 1 item.

You can add more products to your shopping bag by using the menu on the top of the page or by using the “Search tool”.

Add as many products as you like to your shopping bag, or complete your purchase.

 

Step 3: How to complete the purchase?

Once you add all the products you want to purchase, click on the shopping cart symbol at the top right of the page. Or click on the “view cart” button that comes up whenever you add a product to your shopping cart. Note that in the shopping cart, you can change the quantities of the products you have purchased, or even cancel some items.

Then select the destination country and postal code and click “Update Totals”. Several shipping options will be displayed for your country and postal code. Select the desired option and click “Proceed to Checkout”.

Follow the instructions that come up during the checkout of your purchase and make sure that all the data entered is correct and complete.

 

Step 4: How do I know if my order is complete?

Your order is complete as soon as a “Thank you” message appears. Within moments you will receive a confirmation email.

Please note: In case you do not receive the confirmation email of your purchase within a maximum of 24 hours, please contact us at info@lyskin.com.

 

Gift Packaging

The gift orders receive a special attention from our team. We are delighted to create a beautiful and careful package for your purchase. If you want your purchase to be wrapped, you must select the option “Wrap for a Gift” that appears in the checkout. Write your greeting or thanks message in the comments. This service has a €1.63 charge that will be added to the total amount of your purchase.

Please note: If your purchase has several products, they will be wrapped in a single package. If you want to wrap only one product, you must mention this option on the conclusion of your purchase. If you need any help or special attention on this matter, please contact us. We will be pleased to satisfy your request.

 

When will my order be processed?

The orders come into processing after confirmation of payment by the banking entities. Orders are processed on weekdays, Monday through Friday, from 10:00 a.m. to 3:00 p.m. Orders made after 3:00 pm will be processed the next business day. Orders made on Saturday and Sunday are processed the following Monday.

Orders are shipped as soon as all products are available for shipment. You can check the stock availability of each product in the shopping cart. If all products purchased are in stock, the order will be processed within 1 to 2 business days.

At peak times such as holidays (eg Christmas, Black Friday, Cyber ​​Monday, etc.) please allow us a longer order processing time. We will make every effort to process orders on the same day, however, due to the high number of orders, we may be slightly delayed in 3-5 business days. In these specific cases, the customer is duly informed of the shipping time.

Once your order is shipped, you will receive a shipping confirmation email with the tracking number of your order, so you can track to the destination.

Payment options

Lyskin allows payment of your purchase in Euros (€) and Brazilian Reals (R$) through www.pt.lyskin.com. And in US Dollars (USD $), Pounds (£), Yen (¥), Danish Krone (DKK kr) and Swedish Krona (SEK kr) through www.lyskin.com. To do this, you must select the desired currency, a tool that is in the upper left corner of our store. Once you change the currency, the products will be displayed in the desired currency.

All our products are priced in Euros (€). When you select a different currency, prices are calculated using a currency converter with daily exchange rates.

 

Available payment methods

You can make the payment of your purchase through the following payment methods:

Visa

MasterCard

American Express

Maestro

Electron

PayPal

SEPA – Europe (€)

ATM reference – Portugal (€)

Bank Transfer – Portugal (€)

International Credit Card – Brazil (R$)

Boleto Bancário or Boleto Flash™ – Brazil (R$)

Installment in the Credit Card up to 6x – Brazil (R$)

Debit Card – Brazil (R$)

Klarna – Netherlands, Germany, Austria, Finland (€)

iDEAL – Netherlands (€)

Giropay – Germany (€)

 

Exchange rates

All our products are priced in Euros (€) and are converted into other currencies using updated exchange rates. We check our exchange rates daily to keep our prices as accurate and correct as possible. For this reason you may see slight price changes over time due to the change in exchange rates.

If for any reason you are not satisfied with the conversion displayed online, you can complete your purchase in Euros (€). In this case, your bank will convert the value of your purchase to the currency of your card upon completion. However, the transaction with our store will be in Euros (€).

 

Portuguese payment methods

If you choose to make your payment by Bank Transfer you must take into account that the name of the holder of the transfer should correspond to the name of the recipient of the purchase. If it does not, please send us an email with the transfer receipt so that we can associate the payment with your purchase.

It is possible to send your order to Portugal mainland for the collection. In this case there is an additional cost of service of €3.90. This cost comes up in your shopping cart at the time of completion, so you can have a real sense of the amount to pay at the time of delivery.

You can also choose to pick up your purchase at the store and make the payment in person. In this situation it is important to know that the collection of the order is only possible in the physical store in the district of Porto at the address: Rua Rodrigues de Freitas 591, 4445-628 Ermesinde – Portugal. In person it is possible to make the payment through all the modalities presented above.

 

Brazilian payment methods

You can pay your purchase in Reais (R$) and use payment methods available in Brazil. However, in order to process the payment in reais, it is mandatory to fill in the “CPF / CNPJ” on checkout.

Important: The Real payment method is associated with a currency conversion rate that is related to the cost of the service. This fee is informed before making the payment of your purchase.

 

Payment authorizations

All purchases are subject to bank authorization before processing. Only authorized purchases will be processed and sent.

 

Declined payments

“Why was my payment declined?” In order to miss a typo, please check the details of the card you entered at the time of payment, including the card number, the expiration date, and the security code. If all of this data is correct, your bank may have declined to pay your purchase. In these cases, since we do not collect information about your account, you must contact your bank or card issuer directly to understand the reason for the refusal.

However, there is often a need to enable the 3D Secure security step. 3D Secure is an additional security measure for online credit and debit card transactions (Visa and Mastercard). To activate just go to your homebancking and follow the instructions. Or call with your credit card manager and request activation.

 

Security Checks

Lyskin views online security with a lot of responsibility. As a result we occasionally run random security checks to validate online orders. If your purchase requires a validation, our Customer Support team will contact you by phone or email for some information regarding the purchase. In some cases, we may also request proof of identification. If we are unable to validate your order, it may result in cancellation of the purchase and full refund of the amount paid. These security checks are part of our ongoing commitment to protect our customers against online fraud.

 

VAT

We are required by law to collect sales tax on orders sent to member states of the European Union (EU). The value of VAT may be 6% or 23% depending on the legal category of the product. VAT is automatically added to the price of the product once the country of destination is selected, when it is a EU member state.

Shipping methods, delivery times and shipping costs

Lyskin offers the following delivery possibilities for your order, all with online tracking:

1) United States 

The shipping cost to the USA varies with the weight and volume of the purchase. Your purchase will be delivered by FedEx express carrier (Express). It is important to mention that for the USA all orders of $800 or less are free of customs duties. Therefore delivery will be made directly at the address indicated without additional fees.

Free shipping on orders over $220. 

  • Express via FedEx: delivery on 24h – 72h (Full Tracking – TAX FREE for order up to $800USD)

 

2) Canada

The shipping cost to Canada varies with the weight and volume of the purchase. Your purchase can be delivered by FedEx express carrier (Express) or by Canada Poste (Standard).

Free shipping on orders over $220

  • Express via DHL or FedEx: delivery on 24h – 72h (Full Tracking)
  • Standard via Portugal Mail/USPS Mail: delivery in 7 to 10 business days

Note that all orders for Canada may or may not be subject to customs duty payments corresponding to 12% of the declared value of the goods.

 

3) Europe

The cost of shipping to Europe varies with the weight and volume of the purchase. Your purchase may be delivered by CTT Portugal Postal Service (Standard) or DHL/FedEx (Express). Express shipments to Spain are guaranteed by Nacex.

Free shipping on orders over 150€

  • Express via DHL or FedEx: delivery on 24h – 48h 
  • Standard via CTT: delivery in 2 to 7 business days

* Important: We are required by law to collect sales tax on orders sent to member states of the European Union (EU). The value of VAT may be 6% or 23% depending on the legal category of the product. VAT is automatically added to the price of the product once the country of destination is selected, when it is a EU member state.

 

4) Portugal (Mainland):

The cost of shipping to Portugal Mainland varies with the weight and volume of the purchase. Depending on the weight and volume of the order, your purchase will be delivered by Nacex or registered mail by CTT Portugal Postal Service.

Free shipping on orders over 70€

  • Express via Nacex: delivery on 24h 
  • Standard via CTT: delivery in 2 to 3 business days

* Important: in case of absence of recipient at the moment of delivery of the purchase, the order may suffer a second attempt to deliver or await withdrawal at a post near your residence. In any case, our Customer Support team will contact to inform you.

 

5) Madeira and the Azores Islands

The cost of shipping to the Islands varies with the weight and volume of the purchase, from € 3.35. Two delivery modalities are available from CTT and CTT Express:

Free shipping on orders over 120€

  • Standard: Delivery in 5-7 business days
  • Express: Delivery within 2 business days

 

5) Brazil

The value of the shipping cost to Brazil varies with the weight and volume of your purchase, from R$ 16. The delivery is guaranteed by CTT Portugal Postal Service/Brazilian Postal Service through the service: Registered Mail with tracking number. Delivery time varies between 10 to 40 business days.

Important informations:

* Customs Fees: Shipments to Brazil are subject to customs inspection by the Internal Revenue Service. This taxation may or may not occur. It is now simpler to receive your purchases from abroad. In partnership with the Internal Revenue Service, the Brazil Post Office has created an electronic platform that will ensure speed and convenience in receiving international shipments, as well as providing greater security for both buyers and sellers. The use of the electronic platform also makes it easy to receive your orders directly at the address indicated, without the need to travel to a post office for payment of taxes and postal delivery. Check out more information at The My Imports on the Post Office website.

* Import Restriction: Shipments to Brazil may also be subject to inspection by ANVISA (National Agency for Sanitary Surveillance). Although it is not usual, and is usually associated with high volume orders, in an occasional case it may be necessary to submit an import authorization.

 

6) Worldwide Delivery

Depending on the country of destination, your purchase may be delivered by CTT Portugal Postal Service (Standard) or by DHL or FedEx (Express). The shipping cost varies with the weight and volume of the purchase.

  • Express via DHL or FedEx: delivery in 1 to 3 business days
  • Standard via CTT: delivery in 3 to 10 business days

*Customs Fees: Shipments to countries outside the European Community are subject to customs supervision by the entities of the country of destination. This inspection may or may not involve imputation of customs duties. In case of customs taxation, the collection of this amount will be done at the moment of picking up or delivery of the order. Payment of this amount is the responsibility of the buyer.

 

Delivery times

It will be important to mention that the orders are sent and delivered on business days (Monday to Friday, excluding national and international holidays). The delivery time for your purchase is displayed in your shopping bag on weekdays, and it varies from the shipping method you choose to transport your purchase. Delivery time is valid from the day of your shipment. It will be important to mention that delivery times are estimated, and do not include any customs withholdings for inspection, or punctually delays associated with the transport of the merchandise.

 

Shipping Restrictions

Some products available on Lyskin Online require special handling as specified by the federal, state, and local regulations governing the transportation of such items. The shipping method can be adjusted according to these specifications. In these particular cases, the customer is duly informed.

Other products available on Lyskin Online, such as the special case of aerosols (Thermal Spring Waters, Spray Deodorants, Refreshing Mists, etc.), may be subject to air shipping restrictions. Therefore, international shipping by express carriers may not be allowed. If this situation directly affects your order, we apologize in advance for the inconvenience and sincerely thank you for your understanding. In these particular cases our Customer Support team will contact you.

 

Customs Fees

Shipments to countries outside the European Community are subject to customs supervision by the regulatory authorities of the country of destination. This inspection may or may not involve imputation of customs duties. In case of customs taxation, the collection of this amount will be done at the moment of picking up or delivery of the order. Payment of this amount is the responsibility of the buyer.

 

Loss Policy

Your purchase is totally assured. Any situations of misplacement will be regularized, promptly as possible, so that you never stand in harm’s way. In situations of loss, we allow the resend of a new order with all the advantages attributed at the time of purchase (e.g: discounts, offers, etc).

Please note: only “lost orders” shall mean those whose status is officially confirmed by the carrier.

 

Other information:
When does my order will be sent?

The orders come into processing after confirmation of payment by the banking entities. Orders are processed on weekdays, Monday through Friday, from 9:00 a.m. to 3:00 p.m. Orders made after 3:00 pm will be processed the next business day. Orders made on Saturday and Sunday are processed the following Monday.

Orders are shipped as soon as all products are available for shipment. You can check the stock availability of each product in the shopping cart. If all products purchased are in stock, the order is processed on the same day.

At peak times such as holidays or special dates (eg Christmas, Black Friday, Cyber ​​Monday, etc.) please allow us a longer order processing time. We will make every effort to process orders on the same day, however, due to the high number of orders, we may be slightly delayed. In these specific cases, the customer is duly informed of the shipping time of the order.

Once your order is shipped, you will receive a shipping confirmation email with the tracking number of your order, so you can track to the destination.

 

Where is my order sent from?

The orders will be sent from our logistics center:

Rua Rodrigues de Freitas, 591
4445-628 Ermesinde
Portugal

 

How can I track my purchase?

You can track your purchase delivery through the tracking number that we send you by email in the same day we sent your purchase.

Can’t find the email? No problem.
You can track your purchase delivery through your account. To do this enter
HERE.

If you are not a registered member, please contact us, we will be pleased to help. You can call us from Monday to Friday, from 10:00 a.m. to 6:00 p.m. (Portuguese time) + 351 222441721 , English, French and Portuguese service; or, you can send us an email at info@lyskin.com, we will answer on business days within 6 hours (10:00 a.m. to 6:00 pm); or please speak with one of our assistants through the LiveChat, they are available from Monday to Friday, from 10:00 a.m. to 6:00 p.m. (Portuguese time).

Please note: the tracking information may be available only 24 hours after sending your purchase. Depending on the shipping time you selected to send your order, tracking update may be daily, weekly or without information.

Exchanges & Returns – Online satisfaction guarantee

If for any reason you are not satisfied with your purchase, you may return it to our store for exchange or refund. It is only possible to return products that are intact, unopened or used, under resale conditions, and whose seals and protections have not been tampered with. We accept exchanges and returns of products up to 28 consecutive days after the delivery of the purchase. If you intend to return or exchange any product, please contact us by email at info@lyskin.com, please tell us your purchase number, the product you wish to return, and the reason for the return.

Please note: Shipping costs are not refundable, except if there is an error on your purchase processing; If you are from a non-member country of the European Union and want to return your purchase, it will be important to know that customs fees may be charged, which shall be bear by the customer.

 

How can I return or exchange a product?

Do you want to return or exchange a product you received? It is very simple, and has up to 28 days after delivery to do so. To do this simply ensure that the product you want to return is intact and has not been used and follow the steps:

Send an email to our customer support team – info@lyskin.com – indicating that you will return a product. Tell us the number of your purchase, the product you want to return, and the reason for the return.

Returns must be addressed to:
LYSkin Love Your Skin
Department of Exchanges and Returns
Rua Rodrigues de Freitas nº591
4445-628 Ermesinde Portugal

For your security, we suggest returning your purchase via registered mail. Our store is not responsible for lost returns during the transport. Return costs are non-refundable.

If your purchase has been delivered defective, and this is the reason for your return, please be sure to read the instructions under “I received a damaged product. What should I do?” in the end of this page.

Processing of returned orders will usually be done within 3 to 5 business days after receipt. Once we receive your return, our Customer Support team will send you an email confirming receipt. In case you have requested a refund of the product, you will receive a confirmation email of refund.

Please note: In the case of exchanges of products, new shipping costs may apply.

 

I returned a product that I want to exchange. How do I know I will receive the new product?

When an exchange is requested, after we receive the return of the product to exchange, the following steps occur:

  1. A credit is issued in the value of the returned product;
  2. Then a new order is placed with the requested product.
  3. The value differential between both products is evaluated. In case the differential results in an amount payable by the customer, an email with the payment reference is sent. In case the differential results in a value to be reimbursed to the customer, the customer receives an email confirmation of reimbursement.
  4. Once the new purchase is sent, the customer receives a shipping confirmation email with the tracking number.

 

I would like to exchange a product that I received as a gift. But I have no intention that the person who offered me knows that I’m going to change. Can you help me?

If you would like to return or exchange a product that was given to you as a gift, you should follow the steps listed for return of the product, referred in the item “How can I return or exchange a product?”. Once you do not have an order number, please write your Name, Telephone and Email, and place it inside the order. We will contact you as soon as we receive your return.

Please note: the refunds of products shipped as a gift, are only possible through gift voucher that has to be used in our store; Gifts refunds are not allowed in cash.

 

I have received a damaged product. What should I do?

If you received a damaged product, please maintain the shipping box, the product and the content with you; contact us as soon as possible at info@lyskin.com (email subject: “Damaged Product”). Our customer support team will carefully analyze your situation, so we can quickly resolve it.

Note: it is possible for photos to be requested in order to have a better and quicker analysis.

Product Questions:

Can I buy products that are not online?

Yes. To do this, simply send us through our contact form the name of the product, brand and model you would like to purchase. We will be happy to include it in our online offer, if possible.

 

Is it possible to see the price of the products in other currencies?

Yes. To give you a real idea of the value of the products you are purchasing Lyskin Online allows you to view the price of the products in different currencies. To do this, you must select the desired currency, a tool that is in the upper left corner of our store. Once you change the currency, the products will be displayed in the desired currency.

All our products are priced in Euros (€). When you select a different currency, prices are calculated using a currency converter with daily exchange rates.

 

Ordering Questions:

Is it possible to change my purchase?

If you would like to change your order (delivery info, products or information) after your purchase payment, please contact us as soon as possible by phone to the number + 351 222441720, or by email at  info@lyskin.com. We will do our best to assure your request.

If you wish to change the delivery information but your purchase has already been submitted, it will be important to know that this option is only available for some delivery methods and that may have costs associated. In this case, please contact us by email so that we can help, as soon as possible.

Occasionally, orders or parts of some orders may be changed by our system or even be cancelled, due to some reasons, such as:

  • Requested product is not available or is damaged;
  • Delivery Address provided  incomplete or incorrect;
  • The order was registered in duplicate;
  • The payment of the purchase was only validated after the end of a campaign, promotion or offer.

In these cases, you will receive an email that will explain the status of your purchase, with a regularization suggestion. None of these missing or cancelled products,  in these particular situations, will be charged.

 

How Can I cancel my order?

If you would like to cancel your order after you have made the payment, please contact us as soon as possible + 351 222441720 from 10:00 a.m. to 6:00 p.m. (Portuguese time) or send us an email to info@lyskin.com. We will do our best to assure your request.

If your purchase has already been sent and it is in transportation to the destination address, it is important to know that you cannot cancel your purchase immediately. However, in these situations, please contact us by email so that we can help.

In case of orders awaiting for payment, just send us an email to info@lyskin.com. We will be pleased to satisfy your request.

 

Delivery Questions:

How can I track my purchase?

You can track your purchase delivery through the tracking number that we send you by email in the same day we sent your purchase.

Can’t find the email? No problem.
You can track your purchase delivery through your account. To do this enter HERE.

If you are not a registered member, please contact us, we will be pleased to help. You can call us from Monday to Friday, from 10:00 a.m. to 6:00 p.m. (Portuguese time) + 351 222441721 , English, French and Portuguese service; or, you can send us an email at info@lyskin.com, we will answer on business days within 6 hours (10:00 a.m. to 6:00 pm); or please speak with one of our assistants through the LiveChat, they are available from Monday to Friday, from 10:00 a.m. to 6:00 p.m. (Portuguese time).

Please note: the tracking information may be available only 24 hours after sending your purchase. Depending on the shipping time you selected to send your order, tracking update may be daily, weekly or without information.

 

Can my order be taxed at customs?

Shipments to countries outside the European Community are subject to customs supervision by the regulatory authorities of the country of destination. This inspection may or may not involve imputation of customs duties. In case of customs taxation, the collection of this amount will be done at the moment of picking up or delivery of the order. Payment of this amount is the responsibility of the buyer.

 

What happens if my order is lost?

Your purchase is totally assured. Any situations of misplacement will be regularized, promptly as possible, so that you never stand in harm’s way. In situations of loss, we allow the resend of a new order with all the advantages attributed at the time of purchase (e.g: discounts, offers, etc).

Please note: only “lost orders” shall mean those whose status is officially confirmed by the carrier.

Do you have any doubt about your order?

Please contact us. Our assistants are completely available through the LiveChat, from Monday to Friday, from10:00 a.m. to 6:00 p.m. (Portuguese time) for English, french and Portuguese service.

Or you may also send us an email to info@lyskin.com, we will answer on weekdays within 6 hours (from 10:00 a.m. to 6:00 p.m.).

And, if you prefer, open a ticket from our