CUSTOMER SERVICES

 

 

Find here:

  • FAQ’s
  • Ordering
  • Returns and Exchanges
  • Shipping Information
  • My Account
  • VIP membership
  • Corporate Enquiries

FAQ’S

Am I pale enough for Alabaster products?

Alabaster products are designed for Fitzpatrick type I and possibly II skintones, please see online descriptions of this dermatological definition for more information.

Are Alabaster products vegan and cruelty free?

Alabaster products are not specifically designed to be vegan, but may coincidentally be suitable for vegans.  No raw materials are tested on animals, and the formulation is not tested on animals.  We are committed to cruelty-free beauty.

Are Alabaster products hypoallergenic?

Yes, Alabaster products are designed to be hypoallergenic, and the majority of ingredients are very well tolerated and inert on the skin.  The majority of products are suitable for people with eczema or psoriasis, and other skin conditions, but patch testing and consultation with your healthcare provider is recommended.  Products with fragrance can contain certain ingredients that can be irritant to people who have specific sensitivities, and you can check for ingredients that disagree with you in the ingredient list. We ensure even minuscule  amounts of these ingredients are stated clearly.

Will you ever do products for deeper skin tones?

This is a pipe dream that we would LOVE to bring to life, with the advice and support of beauty experts.  Watch this space 🙂

Do you use fragrance in Alabaster products?

Yes, some products contain fragrance.  We keep our fragrances light and floral, to avoid overpowering perfumes or the senses.  If you have skin sensitivities to particular fragrance allergens, any ingredients that could cause you a problem will be listed in the ingredients list, so you can check before purchasing.

Security online

At Alabaster, we understand how important security is to you. When you place an online order with Alabaster, we use Secure Socket Layer (SSL) encryption technology. This is the most advanced consumer online security technique to date. You can be assured that your order will be placed safely and securely. We have used government approved encryption software. To find out more about SSL encryption software go to:

http://compnetworking.about.com/cs/securityssl/g/bldef_ssl.htm?terms=ssl

In order for encryption to take place, your browser must have the SSL protocol. The browsers that have this software are the following:

– AOL 5.0 and higher
– Internet Explorer 5.0 and higher
– Mozilla Firefox 1.0.4 (Windows only)
– Netscape 6.0 (Windows only)
– Safari RSS

Our payment transactions are securely managed through PayPal and customer details are never passed on to anyone except our fulfilment centre to deliver your order.

ORDERING

When are orders processed?

Most orders are processed within one to two business days (processing time does not include weekend days).
Orders placed on Saturday and Sunday will be processed the following Monday.
Orders are processed and shipped on business days only (Monday through Friday, excluding major holidays).

Order cancellations

You have the ability to cancel your entire order within 30 minutes of placing order within the order history section of your account or directly from your order confirmation email.  You can then cancel up to 24 hours after your order by contacting customer services (email address will be in your confirmation email).

Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

  • Item(s) not available.
  • Difficulty in processing payment information.
  • Cannot ship to address provided.
  • A duplicate order was placed.
  • Cancelled due to a customer request.

If your order is cancelled, you will receive an email notice to explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please contact customer services via email.

Pre-orders

For certain products, pre-orders will be available to reserve your item(s) before the product is in stock. When you purchase a Pre-Order item, we will provide an estimated ship date for that item during the checkout process and in your order confirmation email.  Pre-Order items may ship separately from other items in your order, and you will receive a shipping confirmation email when the shipment occurs.  If multiple shipments occur, you will not be charged additional shipping, and any samples or promotional items ordered will be included in your first shipment. If we are unable to ship your product by the estimated ship date, we will provide you with notice and you will have an option to cancel.

My favourite item is out of stock

If an item selected is temporarily out of stock at the time of your order, you will be notified via email and advised of the expected ship date of the backordered item. Backordered items are shipped as soon as they are available. Please be assured that you will not be charged for any item until it is shipped. If for any reason you wish to cancel a backordered item, please contact us at contact@alabasterskin.com and we will be happy to assist you.

Where is Alabaster sold in stores?

Alabaster is currently sold only online.  We will notify our customers if stock becomes available in stores.

How do I try the product before I buy it?

Currently the only way to try Alabaster is to buy it, and consequently we will permit returns of opened, lightly used products for a refund.  You will need to pay for shipping costs for the return item.  In the future, we expect to make sample sachets available with each order so the customer can try the sample without opening the main product, and return the unopened bottle if the customer does not wish to keep it.

Maximum order numbers

Unfortunately we restrict the number of orders to six per customer at present.

Offer codes

Steps for Redeeming an Offer Code:

1. Enter the offer code on the “Coupon Code” section of the “Cart” page.
2. Type in any additional required information.
3. Click “Update Cart” and the offer will be applied to your order.

Important Note: One (1) offer code may be used per order.

Which payment options are available?

We process payments securely through PayPal.  You do not need to have a PayPal account in order to pay.  When you click ‘proceed to PayPal on the “Billing” page, you will be given the option to pay with your pre-existing PayPal account, or to pay with your credit card if preferred.  PayPal accepts a wide range of credit cards including Visa, MasterCard, Maestro and American Express, and others.

RETURNS & EXCHANGES

How do I return an item?

If for any reason you are not happy with your purchase on Alabasterskin.com, you may return the unused portion to us for a refund or exchange.

•   Email us at contact@alabasterskin.com to arrange your return. We will be happy to help you find a product to better suit your needs or refund your purchase price.  At present, return shipping must be covered by the customer.

•   To prepare your return package, please fill out the Return Merchandise/Exchange section on the back of the invoice (enclosed in your original order) and place it inside the return package.

•   If you are making an exchange and the total cost of your exchange is more than the amount of your return, please include your payment information on the back of the invoice.

For your protection and to ensure prompt delivery, we recommend that you send your return via insured tracked postage. Your return and exchange will be processed promptly and will be shipped via standard ground shipping. Processing and transit time for exchange packages is usually 7-10 business days from the time the exchange is received. Business days are from Monday to Friday, excluding public holidays in the British Isles. An email will be sent to confirm receipt and processing of your return or exchange request.

If the items received are damaged, please refer to Damaged Items.

Please note: Only products purchased on AlabasterSkin.com may be returned for refund or exchange.

If you have questions about returns or exchanges, please contact us by email at contact@alabasterskin.com.

I received the wrong item

Please contact Customer Services via contact@alabasterskin.com to arrange return and re-sending of the correct item.  We apologise for the delay in receiving your desired item.  Alabaster will refund the cost of standard tracked return shipping, or provide a voucher code for your next purchase.

I have not received my item and need a refund

Please contact us at contact@alabasterskin.com to arrange a refund or re-send of your chosen item.

Can I return my opened product?

We accept returns of opened, lightly used items for refund at present.  If a sample sachet of the product was available with the product, then return of the opened product is not accepted.

I received a damaged item

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at contact@alabasterskin.com.

Please provide the order number along with your email address and phone number for fastest service. To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

SHIPPING INFORMATION

Shipping time frames
Do you deliver to PO boxes/forwarding companies?

Yes.  Alabaster online is not responsible for damage, defect, material difference, or loss that occurs to goods delivered to a forwarding company. This means that Alabaster is not responsible to provide a replacement or refund for any goods delivered to a forwarding company. If you choose to use a forwarding company, we recommend requesting the forwarder refuse any packages that arrive damaged. If a package is lost or damaged after being received by the freight forwarder, it is the responsibility of the freight forwarder.

What countries do you ship to?

Yes, we ship to the UK, Europe and New Zealand.  Currently international buyers (outside the UK and Ireland) must pay shipping and customs fees to import our products.  We will be expanding our shipping reach in upcoming months.

European countries we ship to include Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, UK.

Shipping costs

Shipping is free to the UK and Ireland.

To Europe, a flat rate fee applies of 15GBP.

To New Zealand, a flat rate fee applies of 25GBP.

Where is my order?

We do not currently have parcel tracking under the My Account section of the website, but this feature may become available shortly.

Why don't you ship to my country?

Sometimes shipping internationally is fraught with complexity in the shape of multiple regulations for new products, not to mention import rules and regulations.  We design Alabaster products to meet the highest international specifications, maintaining internationally approved manufacturing practices, and this means shipping to countries outside the UK, Europe and New Zealand in upcoming months may become a reality fairly quickly, but every country has it’s own individual regulations and Alabaster is committed to establishing good relationships with international regulatory bodies.  Please bear with us as we work away to get Alabaster products in your hands wherever you are.

MY ACCOUNT

Log in to my account
Register for an account
Account points scheme

VIP MEMBERSHIP

Am I signed up for VIP membership?

When you enter your details on the website to sign up to our VIP membership list, you should receive an email to your inbox which will ask you to confirm your sign up.  You are not a VIP member until you confirm sign up.  You will receive a second email confirming your membership.  If you did not receive either confirmation email, please check your junk mail folder first, and try to sign up again if there is no sign-up confirmation email.  If you have ongoing problems signing up please contact us at contact@alabasterskin.com.

VIP membership benefits

Please see our ‘Contact’ page for more information.

I haven't received my VIP offer code

Please contact us at contact@alabasterskin.com to check up on your membership and ensure all the details are correct, before we resend your member voucher codes to you.

Cancelling VIP membership

If you wish to cancel your VIP membership, simply unsubscribe to the email list, using the link at the end of your VIP list emails.  If you have any problems, contact us at contact@alabasterskin.com.

CORPORATE ENQUIRIES

About Alabaster

Established in 2019, Alabaster Skin Ltd is a New Zealand registered company with an international customer base.  All Alabaster products are doctor-designed and chemist-created.

Retail and distribution enquiries

Please contact us at contact@alabasterskin.com to discuss further.