FAQs

ABOUT PSskin

How did PSskin come about?

PSskin is a skincare company that was founded in 2014 by dermatologist Dr Priya Sen borne out of the challenges she saw in the complexity of the current skincare industry. At PSskin, skin health is the primary focus. Our range aims to provide a skincare line that is essential, efficacious and trustworthy to achieve optimal skin health just as if you had consulted a dermatologist.

Where is your company from and where are your products made?

PSskin is based in Singapore and our proprietary products are made in a Health Services Authority (HSA, Singapore) approved and Cosmetic Good Manufacturing Practice (CGMP, Singapore) certified facility in Singapore. We are proud to be a made in Singapore company.

I would love to carry PSskin in my store/ spa, who should I reach out to?

We would be happy to discuss this with you! Please reach out to partners@psskin.com .

I would love to feature PSskin and its products. Who should I reach out to?

We always love to share PSskin with others! Please reach out to media@psskin.com .

PSSKIN PRODUCTS

How do I know what skin type I have?

Dr Priya Sen has developed tailored routines suitable for each skin type. These routines will help you determine which products in the range are applicable to your skin type. Please go to the "Product" tab and look under "Routines by Skin Type". We have provided a guideline that helps you determine your skin type:
  • Normal Skin: Well balanced, Not excessively oily or dry, generally not prone to sensitivity
  • Dry Skin: Rough and uneven, may have flaking of skin and feels tight dry skin flakes and tightness, look dull
  • Oily/Acne-Prone Skin: Shiny, acne-prone with excessive sebum production
  • Sensitive Skin: Red and patchy in areas, itchy, burning or flushed, intolerant of a number of products. If you have skin rashes or redness and inflammation then you will fall under the category of sensitive skin

How do I know what products to use if I have a skin condition?

Dr Priya Sen has developed tailored routines suitable for each skin condition. These routines will help you determine which products in the range are applicable to your skin condition. Please go to the "Product" tab and look under "Routines by Skin Condition". We have provided a guideline for several skin conditions:
  • Anti-ageing: Skin is dull, lacks radiance with visible lines and skinis sagging
  • Eczema: Dry, red, itchy and inflamed or occasionally hypopigmented
  • Rosacea: Skin is red and inflamed with visible blood vessels and a tendency to flush. May have dry patches, burning and acneiform lesions.
  • Pigmentation: Dark patches commonly in the upper cheeks, forehead and upper lip.

Can I use PSskin products during pregnancy or when nursing?

Yes, you can!

What gender and age groups are PSskin products created for?

Our products are suitable for everyone who would like to kickstart their journey to achieving great skin health!

How do I know when my product will expire?

The expiry date of your product is written on the bottom of the box packaging as well as on the bottom of the bottle packaging. In general, each PSskin product’s shelf life upon production is 3 years in total and once opened, PSskin products will expire within 12 months.

What ingredients are in PSskin products?

All our products are free of parabens, mineral oil, triclosan, synthetic dye, diethanolamine (DEA) and triethanolamine (TEA). Ingredient listing for each product can be found on each product page.

How can I store my PSskin products?

It is advisable to keep the products in a cool dark place, away from direct sunlight or windows to preserve the ingredients and product stability.

Does PSskin conduct animal testing?

No. PSskin does not test any of its products or ingredients on animals.

There is a problem with my product! What can I do?

We apologize for the inconvenience. Please share your product issue with hi@psskin.com and we will get back to you by the next working day.

Account

Do I have to register with psskin.com to place an order?

Yes, you will need to create an account so that you can track order statuses, and save time by not having to re-enter personal information when making future orders.

What should I do if I am having problems logging into my account?

If the page says “Invalid login credentials”, it could mean that you have not created an account with us before, or have entered the wrong password.
  • If you have not created an account with us, please do so by clicking ‘Create”.
  • If it says that “this email is already associated with your account, it means that you have created an account but have entered the wrong password. Please try again with your password and check that you do not have caps lock turned on. If the password is not working, please reset it by clicking “Forgot your password”.

Why does it say my email address has been taken when I try to create an account?

This means that you already have an account with us. Kindly log into your account with your email and password instead.

How do I change or update my personal details?

You may log into your account on PSskin.sg, click on “My Account”, click “View Addresses” and update your personal details

Orders

Can I try PSskin products before purchasing?

Unfortunately, we do not provide free samples to test our products. However, you can test our products at Como Shambhala (402 Orchard Rd, #06-01/02, Delfi, Singapore 238876) or purchase small sample sizes for certain products online.

Can I cancel or change my order after it has been submitted?

Unfortunately, once your order has been submitted and processed, you cannot change your orders. If you have additional questions, please reach out to us at hi@psskin.com .

Can I send my order as a gift?

Definitely! Just ship to the person you would like to gift our products to and he or she will receive it! Please let us know that your order is a gift in the text box titled “Special instructions for seller” in your cart so we will not include the invoice in the delivery!

How long does it take to confirm my order?

You should receive an order confirmation email within 30 minutes to inform you that your order has been received. If you did not receive an email (please check your spam folder), this means that we have not received your order and no payment has been received by PSskin.

How can I find my order confirmation number?

You can find your confirmation number in the order confirmation email you received after you have placed your order. Alternatively, you may log into your account on PSskin.sg and click on “My Orders” under “My Account”.

How can I check my order status?

You may log into your account on PSskin.sg and click on “My Orders” under “My Account". Your order status is visible there. Alternatively, you can can click on your order in the order confirmation email you received after you have placed your order.

What happens if an item I want to order is out of stock?

Please be reassured that it will be back in stock as soon as possible! If you would like to receive a notification when the product is back in stock, please drop us an email at hi@psskin.com.

How do I use a promo code?

You may insert your promo code at the check out page. Please do note that you may only use one promo code per order. Discounts cannot be used in conjunction with other promotion codes. All promotion codes are available for a limited time and cannot be used once expired. They are not redeemable for cash. PSskin reserves the right to change or remove offers and promotion codes at any time.

Order Processing, Shipping and Delivery

How long does my order take to process?/ When will my order ship?

Please allow 1 – 2 business working days for processing of orders and subsequent additional 1 – 10 working days for delivery based on selected service and location. All orders received after 17:00 (+8 GMT) will be considered an order of the next working day.

Where does PSskin ship to?

We currently only ship within Singapore. However, if you would like to place an international order, please drop us an email at hi@psskin.com and we will try our best to make it possible!

What are my delivery options and rates?

Within Singapore:
  • PSskin offers free domestic standard shipping (2-5 working days).
  • We are also able to offer expedited shipping (1-3 working days) for a fee of $4.
Outside of Singapore: Please drop us an email at hi@psskin.com and we will reply you with a quotation as soon as we can!

How can I track my order?

Our courier service will send you a confirmation email containing your tracking number for you to track your number.

I am having problems with my tracking number!

Please reach out to us at hi@psskin and let us know what issues you are facing.

How can I edit my shipping address after my order has been submitted?

Please let us know as soon as possible at hi@psskin.com and we will try and help you change your delivery details. You can edit your shipping address only if the order has NOT been processed.

I have yet to receive my order!

Please accept our apologies. Please reach out to us at hi@psskin.com and we will sort it out for you.

Payments

What forms of payment do you accept?

We currently accept Visa, MasterCard, American Express® and Paypal.

When will my credit card be charged?

Your credit card will be charged as soon as your order is accepted and processed.

What can I do if my payment is declined?

It could be due to a few reasons – please check the following:
  • Card expiry date
  • Billing address
If your card has not expired and the correct billing address has been entered, your card may have been declined by your bank or card issuer. We recommend you contact your band or card issuer to resolve this issue.

For international orders, how much duties and taxes will I have to pay?

International orders may be subjected to import taxes, duties and custom fees. Taxes and duties are calculated according to your shipping destination. Any taxes and duties levied on the order and any extra charges (such as additional handling fee) will be borne by the customer. It is the responsibility of the recipient.

Returns/ Exchanges

What is the Returns policy?

As much as we hope that you will love our products, we do understand that not all our products are suited for every individual. Therefore, if your product is unopened, unused and in the original packaging, you may return them within 14 days for a refund. Shipping costs are non-refundable and additional costs of returning the product will be borne by the customer. If you would like to return a product, please drop us an email at hi@psskin.com to start a return. For more information, please refer to our returns policy found at the footer of this page.

What should I do if I receive the wrong product?

Please accept our apologies for the mix up! Please reach out to hi@psskin.com and we will send the right product to you as soon as possible.

What do I do if I had an allergic reaction?

o If you develop any allergic reaction (such as rash or irritation), please stop using the product and let us know what your symptoms are at hi@psskin.com. Please seek medical treatment if your symptoms do not resolve. We strongly encourage all our customers to look through the ingredients list and carry out a skin patch test before using our products.

Others

Stockists:

  • Como Shambhala Singapore (402 Orchard Rd, #06-01/02, Delfi Orchard, Singapore 238876)
  • Dr Priya Sen Skin and Laser Centre Singapore (10 Jalan Serene #02-03, Serene Centre, Singapore 258748)

I have an unusual request and would like to talk to someone about it.

No problem! Please reach out to hi@psskin.com and we will try and help you out.
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