Help Centre
My Account
It’s easy to make changes to your details, whether it’s your payment information, password or address book.
Log-in to your account and you will see a range of categories at the bottom of the page under ‘Account Settings’.
You can rest assured that shopping with SpectriSKIN is safe.
We’re fully compliant with the data protection act so we care about keeping your details secure.
For further information, please visit our Privacy Policy page.
Don’t worry, if you visit our log-in page and select 'Forgotten your password?' then you can enter the email address registered and we will send you instructions on how to get this reset.
All items ordered with SpectriSKIN are subject to stock availability. We want you to be able to order and receive the products you love with ease, so we will always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we will get in touch to let you know.
Ordering
All items ordered with SpectriSKIN are subject to stock availability. We want you to be able to order and receive the products you love with ease, so we will always aim to let you know if an item is out of stock.
Now and again there can be an unexpected delay, if so we will get in touch to let you know.
It’s easy to place an order with us. Log-in to your account to begin browsing our range.
Once you have found the product you want, you will need to click ‘Buy Now’. You can either carry on shopping or click ‘View Basket’ if you’ve got everything you need; this will give you the option to checkout.
If you have any addresses or payment options saved to your account then these will automatically display in the checkout, making it quick and easy to complete the order. Otherwise you will need to enter the details manually.
Before you place the final order just check everything is correct. We will then send you an email as soon as the order is on its way.
Yes, click on the bag icon at the top of the page and you will be able to see the item(s) you have in there so far.
Use the + button to stock-up on your favourite items, or the – button if you have selected too many. If you want to remove an item completely then click the x button.
Yes, your delivery address is chosen at the checkout stage. Your order will automatically default to any saved address but you can choose to add a new one by clicking ‘Add a new address’.
We’ll send you an email as soon as your order is on its way. You can also check your account to see the progress of an order or to track it.
We may ship items separately in the event of one or more of the items being delayed.
Your account makes it easy to keep track of all your orders.
Once logged in, you will see each individual order that you have placed with us. Select the one that you want and you will be provided with all the details you need about that order.
We will also send you a dispatch email as soon as your order is on the way.
Your account will show any previous orders you have placed.
Click on the order you want to view to find out more. If the order has been sent tracked then you will be able to click through to track it from your account.
The email we sent you regarding the dispatch of your order will also let you know when we expect the order to arrive.
If you can’t find the information that you need, click on ‘Message’ within your account to contact our Customer Service team.
We are sorry to hear you would like to cancel your order.
If there is anything we might be able to do before you cancel, then please contact our Customer Service team through your account to see if they can help.
If not, then select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We will send you an email within an hour to let you know if the cancellation worked.
If it fails, this is because the order has already been processed and is ready to be sent. Items that are in stock are processed quickly as we want to get products to our customers as soon as possible. If this is the case, then please visit our Returns Policy to help you get the order back to us instead.
Once your order has been placed, we cannot make any changes to it, such as adding or removing products from the order.
If you want to try and cancel the order so that a new order can be placed, then you will need to log-in to your account.
Select the order that you wish to cancel. You can choose to cancel individual items or the whole order.
We will send you an email within an hour to let you know if the cancellation worked. Please don’t place a new order until you hear from us.
Don’t worry we understand that this can happen; you can try and cancel the item in your account.
You will need to click on the item and choose the cancel option. We will send you an email within an hour to let you know if it worked.
If you can’t cancel then you can send the item back to us. It’s best to refer to our Returns Policy to find out how.
If you still need help, please contact our Customer Service team who are always on hand to provide support and guidance.
We take pride in our products so we are sorry to hear you have received a faulty item. So that we can look into this for you, please contact us to tell us more.
To speed the process up, it would really help if you could find the information below before contacting us, don’t worry if you can’t though, we can help once you get in touch.
- Order Number
- Product Name
- Details of the fault
- Images that support the fault, if applicable
As soon as we have looked into the fault we will let you know what we plan to do next by sending you an email.
We are really sorry to hear you have received the wrong item, sometimes things can go wrong but don’t worry as we can help. Please send us a message through your account.
We will need to know the following information so that we can fix this for you:
- Order Number
- Incorrect item received
- The correct item ordered
As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.
We take pride in our products so we are sorry to hear you have received your order damaged. We take every care to ensure your delivery arrives exactly as we sent it, however things can sometimes get damaged in transit. So that we can look into this for you, please contact us to tell us more.
Please do not throw the item away, we may ask for pictures of the damage to ensure we take measures to prevent it happening again in the future.
As soon as we have looked into what went wrong, we will let you know what we plan to do next by sending you an email.
Sometimes we ship items separately to make sure that any delayed items do not hold up the rest of the order.
It is therefore possible that the missing item may be on a separate shipment.
Your dispatch confirmation email will list the items that have been sent. If the missing item is not on there then you will need to allow longer for it to be delivered.
If the item has been sent, then please send a message through your account to let our Customer Service team know and they’ll be happy to help.
Payment and Discounts
We offer a variety of online payment methods to ensure our customers can place orders with ease.
- Visa
- Visa Debit
- Mastercard
- Maestro
- Visa Electron
- American Express
- Paypal
You can select your preferred payment method at checkout. As we take fraud very seriously, you will face validation and authorisation by us and the card issuer.
We do this to ensure that our customers are safe while they shop.
Any order placed for delivery outside of the UK could result in import duties and taxes (including VAT).
We recommend that you contact your local customs office for information as customs policies and practices vary widely from country to country.
If you’re seeing the status ‘Payment Problem’ on one or more of your orders then this means that we need you to check the payment information that has been submitted.
Click onto the order and you should see an option to resolve the problem. Before re-entering any card details you’ll need to make sure that the expiry date and billing address are correct. We also recommend checking funds in the account.
If you’ve done all that and still can’t fix the problem then please contact our Customer Service team who’d be happy to help via the 'Still need help?' section (below).
Once you place an order, the payment will show in your account as pending until we send the products to you.
The pending transaction is telling you that the payment is authorised to be taken.
If you want to add new payment details then you’ll need to do this at the checkout stage.
Your new card details will be saved once your order has been placed. This means that next time around you can order your favourite beauty brands with ease. You can manage your saved payment cards by clicking into ‘Payment Cards’ under Account Settings in your account.
Once you’ve found all the items that you want then click ‘My Basket’, you’ll see a box located below your list of items which says ‘Got a discount code? Enter it here’.
Add your discount code into this box and click ‘Add’ to apply the discount.
If the code doesn’t work then you’ll need to check that you’re not trying to use more than one offer and none of the items are on our exclusions list.
If you have any problems entering the code then you can contact our Customer Service team via the 'Still need help?' section (below).
We’re sorry to hear your code isn’t working, You’ll need to check that you’re not trying to use more than one code per order and that your item isn’t excluded.
You can refer to our exclusions list to check.
If the code isn’t being affected by one of the issues above then please contact our Customer Service team via the 'Still need help?' section (below).
Delivery
We send you an email as soon as your order is on the way, so that you can find out when it will arrive.
For tracked orders, you can use the tracking link provided in your email or located in your account to check where your order is.
Have you checked for any delivery cards? Your parcel may have been left somewhere safe, such as with a neighbour or been taken to a local depot.
Our Delivery Information page can give you more information and timescales.
If you do need to report your order as lost then please contact our Customer Service via the 'Still need help?' section (below).
All our delivery options can be found on our Delivery Information page.
Our Delivery Information page can tell you the timeframes associated with our different delivery options alongside their costs.
Don’t worry, if your order cannot fit through the letterbox or requires a signature then you should receive a calling card.
This card is from the courier and lets you know where your parcel is and how you can collect it.
Returns and Refunds
Please refer to our returns policy page for more information.
We try not to make things complicated for you, contact our Customer Service team via the 'Still need help?' section (below) and they’ll do the rest.
You’ll need to tell them the reason for the return so they can choose the best option for you.
Please refer to our returns policy page for more information.
As soon as we receive your order we’ll review the reason for return and let you know what we plan to do next.
You should receive an email to notify you of any action taken.
We want all our customers to enjoy their products so if you’re not happy with your order then you can send it back to us.
All we ask is that you let us know that you don’t want the order within 14 days of receipt and make sure the products have not been opened.
To get the order back to us safely please contact our Customer Service team via the 'Still need help?' section (below).
They’ll send you all the information you need, but you can also refer to our returns policy page for more information.
Your refund should be returned to your account within 5 working days and we’ll send you an email to let you know it’s on its way.
If you don’t receive your refund and it’s been 10 working days since you received our email, then you’ll need to contact our Customer Service team.
Website
Please refer to our Terms and Conditions page.
If you’re having problems accessing the checkout or any part of our website, then please get in contact with our Customer Service team straight so we can fix this for you.
Please refer to our Privacy Policy page.
You have the right to ask about what personal data we hold about you.
To make this request you can message our Customer Service Team.
Feel free to write to us at the office address below, but please note that this is not the address to return items to. If you need to return a product to us, please contact Customer Service who will advise you how to proceed.
SpectriSKIN Service Department,
1-2 The Stables
Gadbrook Park
Northwich
CW9 7RA
FAQs
Our body’s immune system naturally creates HOCL which is extremely efficient at its job of powering our white blood cells to directly target and destroy threats to the body, killing all bacteria and viruses it comes in contact with.
Although HOCL was discovered over 100 years ago, developing a stabilised form of it outside the body has only been manufactured in the past 20 years through a production process known as Electro-Chemical Activated (ECA) Technology. In simple terms... Electrolysed Salt Water.
Whilst this production process usually achieves the result of creating a product which has a shelf life up to 12 months, it is no match for the conditions we face in real life. Unfortunately, “HOCL via Electrolysis” is very weak and volatile, easily deactivated back to just salt and water when it comes into contact with “real world” conditions, such as: blood, sweat, saliva, dirt and organic material. As a sanitiser and antiseptic, deactivating when in the presence of things like blood, sweat and dirt is quite problematic and ultimately ineffective.
Spectricept™ is created through a groundbreaking process that emulates how the body actually makes HOCL, resulting in an HOCL solution that truly harnesses our body’s natural defense systems with “real world” resilience and fighting power.
Spectricept™ is formulated with a patent pending, proprietary process that creates a “shield” around the HOCL until it is ready to work its fighting magic. This unique stabilising technique retains the solution’s full potency, even when in the presence of serum of any kind, making Spectricept™ a more advanced and effective HOCL solution with endless possibilities.
All products developed by SpectriSKIN™, including `SpectriMIST™, harnesses the power of our proprietary HOCL formulation, Spectricept™.
Spectricept™ powered products are formulated to be soothing to your skin and made for purpose. There is no degreasing effect, does not sting or irritate, and can be used on all skin types and ages, including babies and those with skin conditions, such as, eczema, dermatitis and psoriasis.
When applied it kills 99.99996% of bacteria, viruses and spores upon immediate contact, leaving less than 1 bacteria remaining versus most sanitisers with 99.9% efficacy which leave over 1000 bacteria.
Let's do the Math: Potentially, one bacteria can multiply to more than 30,000 in five hours and to more than 16 million in eight hours. If you factor in leaving 1000 bacteria remaining in the same conditions, that would equal 16 BILLION!
Spectricept’s™ active ingredient, HOCL, is an approved UK biocide. Currently it holds an article 55 derogation for the use as a hand sanitiser.
SpectriMIST™ is an all-in-1 sanitising mist powered by our proprietary “shielded” HOCL,Spectricept™.When applied the “shielded” HOCL kills 99.99996% of bacteria, viruses and spores upon immediate contact, leaving less than 1 bacteria remaining versus most sanitisers with 99.9% efficacy which leave over 1000 bacteria. Unlike other HOCL products, its sanitising power does not degrade when in contact with “dirty” surfaces, such as, sweat and dirt.
Yes, SpectriMIST™ is the perfect sanitiser for using on babies and children. Free from alcohol and irritants, the sanitising mist will kill 99.99996% of all bacteria and viruses effectively without the need for harsh chemicals that can cause damage to skin, eyes and clothing.
Yes,SpectriMIST™’s ingredients are free from any “not approved” list of ingredients provided by the National Eczema Association. The active ingredient, HOCL, has not only been proven to soothe and clean sensitive skin, but studies show it can repair and regenerate damaged skin caused by conditions, such as: eczema, psoriasis and dermatitis.
SpectriMIST™ sanitising mist has been developed as an all-in-1 product for skin, surfaces and air. Apply the fine mist as needed to your hands, personal belongings and the air space around you for a cleaner and safer environment.
SpectriMIST™ is as safe as water for your clothing and leather and free from ingredients that can cause discolorations or bleaching. Items that should avoid water, such as suede, are not recommended. We suggest to only finely mist when applying to avoid residue and wipe away on metals to avoid any natural oxidation that may occur.
Do not be alarmed, SpectriMIST™ is safe for indirect contact with your eyes and mouth. Although HOCL is an active ingredient regularly used for eye sprays, we do not suggest using SpectriMIST for this purpose.
