Terms & Conditions from Skin Oracle


FTF INC LTD (Trading as Skin Oracle), a company registered in England and Wales (company number 08148552) whose registered office is at 11A Back Tewit Well Road, Harrogate, HG2 8JF, UK.

Conditions relating to your use of the Skin Oracle website

These terms and conditions of sale apply to all goods supplied through this website by Skin Oracle (referred to as "Skin Oracle/we/our/us"), whose registered office is at 11A Back Tewit Well Road, Harrogate, HG2 8JF, UK.

By placing an order by telephone with our online shop team, you confirm your unconditional acceptance of these conditions.

By accepting the terms and conditions when registering on our website, you confirm your unconditional acceptance of these conditions.

You acknowledge that any use of this website including any transactions made are subject to these terms and conditions.

1. Your Account

If you use this web site, you are responsible for maintaining the confidentiality of your password and for restricting access to your computer to prevent unauthorised access to your account. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.

Please ensure that the details you provide to us are correct and complete and inform us immediately of any changes to the information provided when registering. You can access and update the information you have provided to us within the ‘My Account' section of the web site.

Skin Oracle reserve the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you.

2. Privacy

All credit / debit card data is encrypted processed through our secure server. Skin Oracle do not store any of your credit / debit card details and have no access to your credit / debit card information at any time.

All personal data is strictly held in relation to your business dealings with Skin Oracle. None of this data will be disclosed (unless required by law) to any third party. This data is stored in accordance with the Data Protection Act 1998 and can be checked or updated by contacting Skin Oracle.

3. Access to the Skin Oracle website (skinoracle.com)

We will make all reasonable endeavours to ensure that availability of the web site will be uninterrupted and that transmissions will be error free. However, due to the nature of the Internet and the World Wide Web, this cannot be guaranteed. Also, your access to the web site may also be occasionally suspended or restricted to allow for repairs, maintenance, or the introduction of new facilities or services. We will attempt to limit the frequency and duration of any such suspension or restriction.

4. Licence for Web site access

Skin Oracle grant you a limited licence to access and make personal use of this web site, but not to download (other than page caching) or modify it, or any portion of it, except with the express written consent of Skin Oracle. This licence does not include any resale or commercial use of this web site or its contents; any collection and use of any product listings, descriptions, or prices; any derivative use of this web site or its contents; any downloading or copying of account information for the benefit of another merchant; or any use of data mining, robots, or similar data gathering and extraction tools.

This web site or any portion of this Web site may not be reproduced, duplicated, copied, sold, resold, visited, or otherwise exploited for any commercial purpose without our express written consent.

5. Our contract

No contract exists between you and Skin Oracle for the sale of any products until Skin Oracle has received and accepted your order and has received payment in full (in cleared funds). Once Skin Oracle does so, there is a binding legal contract between us.

When you place an order to purchase a product from Skin Oracle, we will send you an acknowledgement of you order via e-mail, which will contain the details of your order.

Acceptance of your order will not take place until after your payment is taken and you receive your acknowledgement of order email. It is at this point that a binding legal contract is created and any such contract is subject to these terms and conditions.

Payment for the products and delivery charges can be made by any method shown on our website at the time you place your order. Payment for the products and delivery charges is taken at the time we receive your order, once we have checked your card details and stock availability. Goods are subject to availability. In the event that we are unable to supply the goods we will inform you of this as soon as possible and a full refund will be issued.

Skin Oracle reserve the right to refuse to supply to individuals whose credentials cannot be verified, We will use discretion in these matters and will not authorise payment or supply unless we are completely satisfied that the order is legitimate.

The completion of sale is subject to the customer agreeing to use the product in accordance with manufacturers guidelines and recommendations. Skin Oracle accept no responsibility for products other than supply and delivery to the customer.

All products should be patch tested before complete use to determine suitability. It is then the customers responsibility to determine whether a product is suitable for use on their skin. Whilst advice may be given via telephone or email, Skin Oracle cannot be held responsible if a product reacts with your skin. In the instance that a reaction occurs, a reaction form must be completed (from Skin Oracle and on some occasions the manufacturer), fully and accurately. This will then be sent on to the product manufacturer and the outcome is at the manufacturers discretion.

6. Description, Pricing of Products and Promotions

The description and price of the products you order will be as shown on our website at the time you place your order. All prices quoted include VAT at the current rate, where applicable.

Product descriptions on the Skin Oracle website are provided by the manufacturers / distributors, but please remember the descriptions relate to individual products and results and reactions on the skin will vary widely depending on other products they are used in conjunction with.

Please also bear in mind any medications including prescription creams, tablets, hormonal body changes and clinic / beauty facials can also effect the results and reactions. It is the customers responsibility to patch test any product prior to use, check compatibility of any purchased products with other material facts that can effect results described and Skin Oracle cannot take responsibility for any adverse reactions.

The majority of products are in stock, however if due to stock shortage it appears to us that we are unlikely to be able to deliver the products within 5 working days of receipt of your order then we will either contact you within the said 5 working day period to agree a revised date for anticipated delivery of the products or re-credit any sum/s that have been paid by you or debited from your credit card for the products concerned. A confirmation email shall be sent confirming this refund.

Every effort is made to ensure that prices shown on our website are accurate at the time you place your order. If an error is found, Skin Oracle will inform you as soon as possible and offer you the option of reconfirming your order at the correct price, or cancelling your order. If Skin Oracle does not receive an order confirmation within 14 days of informing you of the error, the order will be cancelled automatically. If you cancel the order, or if the order is cancelled automatically due to the expiry of the 14 day period, Skin Oracle will refund or re-credit you for any sum that has been paid by you or debited from your credit/debit card for the products.Free samples received with your order may vary in brand and quantity depending on current availability.

Skin Oracle operate a standard product pricing policy in the UK, Channel Islands and all other countries we ship to, meaning that customers are charged the same prices in GBP irrespective of where they live. Skin Oracle do not offer VAT back on any purchases. Product prices are the same across whether purchasing in clinic or through the internet on our online store.

The currency rates provided by Skin Oracle are based on the base currency rate provided by http://www.xe.com. Please note, the purchasers bank or credit card provider may charge a different rate to this, however our currency service gives you a guide price.

Due to EU regulations, you may find that the ingredients and/or packaging of certain products differ to products sold outside of the European Union. Product photographs and listed ingredients on our product listings are intended as a guide only.

Any website promotion discount codes can be used on online orders ONLY. They cannot be used on orders placed over the phone, or on products that are call to purchase. The codes cannot be used in conjunction with each other or any other discount / promotional code. Only 1 code can be used per customer whilst the promotion is active. Discount cannot be applied to any orders that do not enter the discount code at checkout or on orders that were placed before the promotion started.

7. Returns, Cancellations and Substitutions Policy

We understand that on occasion you may need to return an item. Due to the nature of the products we sell, items cannot always be returned. Please see the below information on whether you can return an item (this does not effect your statutory rights).

Can I return an item?

We understand that from time to time an item may need to be returned for various reasons. For health and hygiene reasons, products cannot always be returned. Please note that this does not affect your statutory rights.

You can return an item if:

  • It is unopened and unused, in a perfectly resalable condition
  • It is returned to us within 14 days of receipt of the order

You cannot return an item if:

  • The product has been opened
  • The product has been used

IMPORTANT: Before returning an item to Skin Oracle, please contact our customer services team on 01423 589285 or sales@skinoracle.com to receive a returns form. If you simply return an item to our registered address, this MAY NOT get processed as our returns office is at a different location.

If you believe you have a product with a faulty pump, simply contact us regarding this, as most instances like this will just be an airlock in the bottle. Our team can explain how to release this and get the pump working as normal.

Skin Oracle will refund or exchange all products returned within 14 days of the purchase date if unopened and in perfect resalable condition.

If a purchased product has been used or opened, then it will not be eligible for a return, refund of exchange.

If a purchased product is returned to us and it has been used / opened / is not in a resalable condition, this will be returned to the customer without prior notice.

If you exercise your right of cancellation after the products have been delivered to you, you will be responsible for returning the goods to Skin Oracle at your own cost. The goods must be returned to the Skin Oracle UK's returns address within 14 working days of the day of giving written cancellation. You must ensure that the goods are not damaged in the meantime or in transit.

Once you have notified Skin Oracle that you are cancelling the contract, Skin Oracle will refund or re-credit you within 14 days for any sum that has been paid by you or debited from your debit/credit card for the product.

Refunds can only be made to the billing details provided when ordering.

Special Circumstance Returns

Occasionally, there are special circumstances when a product may be returned for reasons other then the above. These would be:

  • Damages / Shortages / Incorrect Products
  • Faulty Products
  • Reactions to Products
  • Refused / Undeliverable Packages

Damages / Shortages / Incorrect Products

Please ensure that you fully inspect goods upon receipt. Any damages / shortages / incorrect products must be reported within 24 hours from receipt of the goods. Please send full details of the issue to sales@skinoracle.com.

Faulty Products

If you believe you have received a faulty product, please report the issue with full details by emailing sales@skinoracle.com within 24 hours. If a refund, replacement or exchange is required, full details on this process will be explained through email correspondence.

Depending on the issue, you may need to complete a Product Query Form, as the item(s) may need to be sent back to the manufacturer for testing.

Product Reactions

IMPORTANT: It is the customer’s responsibility to patch test any new product prior to use. Always check the compatibility of products before purchasing. If you are unsure, please call our advice line on 01423 589285 for further information.

If the above process has been adhered to and a reaction still occurs, please immediately report the issue to Skin Oracle in writing at sales@skinoracle.com. It is recommended that you take a photograph of the reaction to provide full information.

Depending on the issue, you may need to complete a Product Reaction Form, as the item(s) may need to be sent back to the manufacturer for thorough testing. In this instance, any outcome will be at the manufacturers discretion. The Product Reaction Form must be fully completed, including photographs of the reaction, within 48 hours. If a refund, replacement or exchange is required, full details on this process will be explained through email correspondence.

Refused / Undeliverable Packages

In the instance that a parcel has been returned to Skin Oracle due to incorrect / insufficient delivery details being provided or the parcel not being collected from the local postal office / depot after a delivery attempt, a re-delivery charge will be incurred. This will be charged at £3 for UK delivery, £8 for European delivery (within the EU), £10 for Worldwide delivery or £30 for Express Delivery. Customers will be contacted via email should a parcel be returned to us.

If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered by Skin Oracle will not be refunded (minimum £3).

8. Delivery

We aim to dispatch stock lines immediately. Subject to availability most products should arrive at their destination within 2-5 working days. Please respect that often due to circumstances beyond our control the delivery time can be prolonged.

Standard UK deliveries are dispatched by DX (Delivered Exactly) or Royal Mail - typically delivery can be expected within 2 to 5 working days of placing an order.

Guaranteed next day delivery for UK is available to orders that are placed before 2.00pm. Orders placed after 2.00pm for next day delivery will be dispatched the following working day. Orders placed on Saturday or Sundays that have selected next day delivery will be dispatched on a Monday. Orders placed on a Friday are guaranteed for delivery Monday (or the next working day), however our couriers may deliver on a Saturday. Guaranteed next day delivery will be sent via Royal Mail or Courier and delivery is guaranteed by 6pm.

Please note no dispatch and delivery on Bank holidays, Saturdays and Sundays. During Christmas and Sale periods it might take longer to dispatch your order (up to 7 working days).

In the event of delivery not being possible within 14 days (UK) of receiving the order, we will undertake to keep you informed of any changes and give you the option to cancel the order and receive full refund of monies paid.

If an item is out of stock we will aim to contact you within 5 working days of your order being placed. We may offer alternative items or inform you of the date that we expect the missing item(s) to be back in stock.

International orders can take from 3 - 15 working days to be delivered, depending on the country and location that the order is being dispatched to.

Some international orders may have to pay customs duty; this is at the discretion of the country posted to.

If the customer does not agree to pay the customs duty, the parcel may be returned to Skin Oracle and the value refunded will be less the customs duty or cost of return from the courier (if charged) and less the cost that Skin Oracle paid to dispatch the parcel.

SO cannot accept responsibility on all orders include express international orders for delays caused by unforeseen circumstances, such as customs clearance or busy holiday periods. In these instances, the original shipping costs cannot be refunded.

The majority of orders will arrive within the delivery times stated above, however please allow at least 15 working days for delivery before contacting us, as we are unable to investigate with our couriers until this time has passed.

If a parcel is lost we will not be able to offer a replacement until 15 working days after the dispatch date. If a parcel is lost, we are not able to offer a straight refund, we will however send out a replacement.

Any goods not received within the 15 working days timescale must be reported to Skin Oracle in writing 20 working days from the date of dispatch. Please note we cannot accept responsibility after this date due to courier regulations regarding the compensation for lost parcels.

Please ensure the delivery address provided at checkout is correct. Skin Oracle can not be held responsible for failed deliveries whereby the address provided by the customer is not accurate. If a delivery fails due to a customer supplying an address incorrectly, Skin Oracle will not re-send or refund the order until the original parcel has been returned to our premises.

All shortages, damages and incorrect items must be reported as soon as possible.

The products you order will be delivered to the delivery address you give when you place your order, however if you are a new customer placing an order for the first time Skin Oracle reserve the right to post only to the billing address provided should this differ from the delivery address.

9. Loyalty Points

Skin Oracle hold the right cancel any loyalty points promotions at anytime without notice.

Any loyalty points previously earned must be used within 30 days of points validation (when the order is shipped shipped). Loyalty points cannot be used alongside any other discount or promotion codes. Skin Oracle hold the right to cancel any orders that try to combine discount codes.

10. Communications

When you visit the Skin Oracle website or send e-mails to us, you are communicating with us electronically. We often communicate with you by e-mail or by posting notices on the web site. You agree to receive written communications from us electronically. This condition does not affect your statutory rights.

Upon receipt of e-mails Skin Oracle will reply where possible by e-mail or telephone call within 24 hours (not including weekends and bank holidays).

By ordering over the telephone you are acknowledging that you have read and agree to these terms and conditions.

11. Alteration of Service or Amendments to the Conditions

We reserve the right to make changes to our web site, policies, and these terms and conditions at any time. Any changes to our terms and conditions will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website and your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.

12. Limitation of Liability

We will not be held responsible for any delay to comply with our obligations under these terms and conditions if the delay arises from any cause which is beyond our reasonable control. This does not affect your statutory rights.

Subject to the paragraph below, if you are a consumer Skin Oracle shall not be liable to you for any loss or damage in circumstances where:

a) There is no breach of a legal duty owed to you by Skin Oracle or by its employees or agents;
b) Such loss or damage is not a reasonably foreseeable result of any such breach;
c) Any increase in loss or damage resulting from breach by you of these terms and conditions.

Nothing in these conditions excludes or limits the liability of Skin Oracle for death or personal injury caused by Skin Oracle negligence or fraudulent misrepresentation.

If you are a business customer Skin Oracle shall not be liable to you for any indirect or consequential loss or damage (whether for loss of profit, loss of business, depletion of goodwill or otherwise), costs, expenses or other claims for consequential compensation whatsoever (howsoever caused) which arise out of or in connection with your order.

13. Governing law and jurisdiction

These conditions are governed by and construed in accordance with the laws of England and Wales. You agree, as we do, to submit to the non-exclusive jurisdiction of the courts of England or Wales.