Frequent questions

DO YOU ONLY SELL ONLINE?

We want to give you the best service possible and for our customers to also get to know our products up close in our store in Madrid.

HOW DOES SHIPPING WORK?

All your requests arrive at our warehouse and from there they are prepared by the Planet Skin team, where they will be the ones to include the free samples in each order. To know more about shipping, we advise you to click here .

I HAVE PROBLEMS WITH MY ORDER, WHERE CAN I CONSULT?

If you have had any type of problem with your order, we apologize and ask you to contact us in the way that best suits you at 91 727 43 93 from Monday to Friday, at central@planet-skin. how or that you contact us through our contact form. You should always have the order number on hand to solve the problem as quickly as possible.

AN ITEM IS MISSING FROM MY ORDER, WHERE CAN I CONTACT YOU?

We prepare all orders with a lot of love and affection so that they arrive to you perfect, but there are times when we can make a mistake, that is why we want to solve it for you as quickly as possible by enabling the following forms of contact, remember to have the order number at hand.

• Telephone 917274393
• Central email@planet-skin.com
• Contact form located on the Contact page.

CAN I CANCEL AN ORDER?

We hope that this situation occurs in the least possible case since we want all our customers to be happy with their orders. But if you want to cancel an order, it will have to be done before it is sent to its destination. You can also consult our Return Policy at the following link .

WHAT HAPPENS IF MY PACKAGE ARRIVES DAMAGED, OPENED OR WITH SIGNS OF HAVING BEEN TAMPERED?

If the package arrives damaged, opened or with signs of having been tampered with, you should not pick it up and you should ask the courier to clearly indicate on their delivery note the reason why you are refusing delivery. In addition, you must take a photo, this way our claim to the courier company will be much more agile and effective.

If you accept the package, despite it being in poor condition, Tradegate to Europe SL is not responsible for the claim to the transport company. The client himself will assume responsibility for the procedures to be carried out with the courier company. We advise you to take a photo of the package at the time of collection, ideally in the hands of the courier to demonstrate that it has not been subsequently manipulated by you. Likewise, we advise you to instruct the courier to clearly specify on their delivery note that the package was damaged. 

HOW MUCH IS THE PRICE OF SHIPPING TO THE ISLANDS?

We do not want anyone to be left without their orders and with our website we want them to be accessible to everyone, that is why if you place an order from the islands we encourage you to visit the following link for information.

HOW CAN I KNOW WHICH PRODUCT IS BEST FOR MY SKIN?

Our team is made up of experts, both in the physical store in Madrid and Seville with personalized Beauty Coaching sessions, and in the online consultation. For any questions you have and want to ask online, you can send them to central@planet-skin.com or our contact form.

I HAVE A STORE AND I WOULD LIKE TO BE ABLE TO DISTRIBUTE YOUR PRODUCTS, HOW DO I DO IT?

We are very happy with this news, you will only have to contact us indicating that you are interested in Wholesale.

HOW CAN I KNOW THE EXPIRATION DATE OF A PRODUCT IF IT IS IN KOREAN?

You probably don't know it, but many Korean cosmetic brands do not set the expiration date, but rather the manufacturing date. We leave you the meanings here so you can check it for yourself.

Manufacturing date, you can see it like this:

제조: Manufactured or manufactured

MF제조: Manufactured or manufactured

Date of Expiry

까지: until

EXP까지: up to

All cosmetics have a useful life of three years, that is why if the manufacturing date appears, you will have to add 3 years to know its expiration date.