FAQ

Contact Us

By Email: [email protected]

By Phone: +44 7490609890

By Live Chat: See chat toggle in the bottom left-hand corner of the page.

By Social Media:
Instagram – @mzskinofficial
Facebook – MZ SKIN

If you have already emailed our Customer Service team and haven’t received a response, please don’t worry; we are doing everything in our power to respond as soon as possible. Our average response time is currently 1-2 working days.

Our operating hours are 9 am-5:30 pm (GMT), Monday-Friday.

Where is my order?

Please be assured that our team is currently processing your order. Once your order has been dispatched from our warehouse, you will receive a confirmation email including tracking details.

I have not received any tracking information for my order.

A dispatch email may have filtered through to your junk email folder with the tracking code. If this is not the case, please contact us stating your order number, and we will be able to provide an update.

Can I cancel my order?

If you have changed your mind and would like to cancel your order, please reach out to our team who will be able to assist further. Please note that if your order has already been dispatched, we will not be able to cancel it. 

I placed an order with next day delivery, but it has not arrived.

Any UK orders placed prior to midday, are guaranteed to be dispatched for next day delivery. Any orders placed after midday will arrive in 2 days from the date of order.

 

What regions do you deliver to?

We are always expanding our reach and if we don’t ship to your country at this time, we hope to one day. Please see below for a full list of delivery regions and postage options: https://www.mzskin.com/delivery/.

Is this retailer official?

For our full list of official retailers please see this page on our website https://www.mzskin.com/stockists/.

I have noticed a retailer is offering a better discount, do you have a promo code?

As our retailers operate independently from us, they may offer different promotions from time to time. However, if you are a new customer with us, you are welcome to sign up to our MZ SKIN Newsletter to receive 15% off your first order.

Please see our Terms & Conditions to learn more.

What is your returns process?

If you have purchased an item directly from mzskin.com and would like to make a return, please contact us with your order number and your reason for return and a member of customer service will best advise you.

If for whatever reason you are not happy with your purchase, you have 14 days (beginning on the day after your order, in its entirety, is delivered to you) to make us aware of your return request. You will be eligible for a full refund if the item(s) is new and unused, with all the original accessories, packaging and manufacturing seals intact.

MZ SKIN does not accept returns on opened or used items unless deemed faulty. Please do not return opened or used products back to us as we will not be able to accept these.

To learn more about our Refunds Policy, please view our Terms & Conditions linked below.

Also please note the following about returning your order:

  • Make sure you buy directly from us. We cannot refund purchases from other retailers.
  • Make sure you have the receipt/confirmation email. We will need it in order to issue a refund.
  • We cannot refund on discontinued items, if you are unsure if a product is discontinued, please email us, we’re happy to help.
  • You must return within 30 days from the dispatch date.
  • All refunds require less postage and packaging.

Can I return an LED device?

If for whatever reason you are not happy with your purchase, you have 14 days (beginning on the day after your order, in its entirety, is delivered to you) to make us aware of your return request. You will be eligible for a full refund if the device is new and unused, with all the original accessories, packaging and manufacturing seals intact. 

Due to hygiene reasons, we do not accept returns on opened or used LEDs unless deemed faulty.

What if I have an allergic reaction?

Should you have a reaction to one of our products, please contact our Customer Service team as soon as possible. In duty of care we will email you an Allergy and Reaction form to complete and advise next steps.

When will I receive the refund?

Once the products have been received and reviewed back at our warehouse, we will process a refund for the amount due. Please note, this may take up to 5-7 working days to appear back in your account.

Which payment methods can I use to make a purchase?

We accept all major debit and credit cards. There is also an option to buy now and pay later with Klarna and Clearpay.

Are your products vegan?

The majority of our products are suitable for Vegans apart from the following:

  • Rest & Revive (discontinued)
  • Replenish & Restore
  • The Rich Moisturiser
  • Hydra-Bright Gold Eye Mask
  • Hydra-Lift Gold Face Mask

 

Are your products Cruelty Free?

Yes, MZ SKIN does not advocate testing on animals. No animals are harmed in the collection of Ovine Placenta, this is a by-product sourced during the birth of lambs.

 

Are your products safe for use during pregnancy?

As a brand, we always err on the side of caution and recommend you seek medical guidance to be absolutely safe.

During pregnancy or breastfeeding, it is medically advised to avoid the use of products containing Retinol and Vitamin C, as well as LED Devices. 

When will I see results?

Whatever skin type you may have, we recommend using an established skincare regime for both AM and PM. The natural cell turnover is 4-6 weeks, so we always suggest using a product or regime for at least this duration to see optimum results.

Can I use your products with the skincare products I am already using?

Absolutely! We are also more than happy to help you find a product suitable or provide specific advice regarding a regime. Please email [email protected] with any concerns or queries. 

How will I receive my gift card?

We currently have digital gift cards for purchase on our site. Simply top up the digital gift card with an amount of your choice, drop in a message and we’ll slide it straight into the lucky person’s inbox on your chosen day.

LED THERAPY

What is Light Therapy?

LED phototherapy or light emitting diode phototherapy combines clinically proven wavelengths of light to deliver safe and effective results to treat a number of conditions with no downtime or discomfort. The purpose is to help accelerate cell renewal and help improve a number of skin concerns.

LED phototherapy uses light from the visible spectrum to stimulate the cellular response to regenerate faster through a process called photo biomodulation. Shorter wavelengths target superficial skin while longer wavelengths penetrate more deeply. Results depend on the number of consecutive treatments done

Is LED Treatment Harmful?

LED light therapy has been used for over 30 years to heal the skin and stimulate collagen and elastin. The treatments were originally developed for astronauts to help with tissue healing and repair. In the clinical setting, LED treatment is offered as an acne, wrinkle reducing and cellular repair treatment.

Dr. Maryam Zamani says “LED has always been a treatment I have loved as an adjunct to in office procedures including lasers, peels, and surgery. Best results are seen from multiple treatments just days apart.” She is a big advocate!

Can I use LED Therapy when pregnant or breastfeeding?

While there are no known harmful effects of this, there also isn’t any concrete research that suggests that this LED Device is safe to use during pregnancy, so as a brand we always tend to err on the side of caution.

Can I use LED Therapy with my own skincare?

LED therapy improves tissue oxygenation and blood flow and therefore absorption of skin care will be greatly improved. Our LED devices are compatible with most normal skin care routines, although we do highly recommend using it in conjunction with MZ SKIN products.

We advise against the use of Retinol products combined in the same regime as LED therapy.

Can I combine LED Therapy with other aesthetic treatments?

Yes, our LED devices can be combined with more invasive treatments such as botox, peels, injectables and laser resurfacing; it can help in the healing process and help to reduce bruising and swelling due to its anti-inflammatory properties.

Do I need to use goggles during LED Treatments?

LED masks are not similar to UVA or UVB rays, the wavelengths are much longer which stimulates cell repair rather than damage. However, if you feel more comfortable adding eye protection with goggles there is absolutely no harm in doing so.

My LED is faulty, am I covered on warranty?

Any LED device purchased at mzskin.com will come with a warranty, however the warranty period varies from device. Please see our warranty policies below.

  • Light-Therapy Golden Facial Treatment Device: 6-month warranty
  • LightMAX Supercharged LED Mask 2.0: 2-year warranty
  • LightMAX MiniPro Eyeconic LED: 2-year warranty

Please keep a copy of your order confirmation. Should the mask be deemed faulty or need repair, return postage costs will be covered to honour an exchange or full refund.

If I purchased my device from a retailer, can you provide a replacement?

As a first point of call we suggest contacting the retailer where the purchase was made.

Can I buy replacement parts for my LED Mask?

Unfortunately, we do not currently sell parts for our LED devices. Should the mask be deemed faulty, please contact a member of our team at [email protected] and we will be able to assist

Ampoules

What is the benefit of incorporating Ampoules into my regime?

These are super charged serums, formulated to specifically target skin care concerns. They can be used ahead of a special occasion, or monthly to boost your regular regime.

How frequently can I use an Ampoule regime?

We recommend once a month for optimum results to boost your regular skin care regime.

Can I use Ampoules with my regular serum?
We recommend applying any Ampoule on a clean, dry skin prior to your moisturiser and/or SPF. They are formulated as super hydrating and brightening serums, with a high level of the actives so we wouldn’t say it is necessary to layer a hydrating serum in between, but if you use a vitamin C serum, for example, you may like to still use this.
See how you go, if it feels like too many layers on your skin stick to the cleanse – ampoules – moisturiser – SPF regime.
There is a lot of serum, can I save it for another day?

Absolutely! Once an ampoule is open we would recommend storing it in a fridge for freshness. Alternatively, the excess serum can be applied to neck and décolletage.

I haven’t received my welcome newsletter with the promo code.

Of course! Sometimes this email filters through to junk mail. Please ensure to check your Junk folder prior to contacting us, however we would be more than happy to assist if needed.

How do I add a promo code to my cart?

In order to redeem a coupon, please enter the code at checkout, within the redemption period. If you do not redeem the code within the redemption period, the code expires automatically and unfortunately cannot be redeemed retrospectively. 

Once you have added the items to your basket, continue to checkout. Under ‘Your Cart’, you will see a drop down of the items you wish to purchase. At the bottom you will find the ‘Promo Code’ and ‘Gift Card Code’ tabs. Insert the promo code and select ‘Apply’ for the Promo and/or Gift Card Code to be deducted from your amount.

My promo code is not working, can you help?

There may be some restrictions on what you are trying to purchase. Our Gift Sets and Exclusive Sets for example, are not eligible for further discount, or perhaps you have selected a complimentary gift for your basket. To view our Terms & Conditions, please see here.

Should that not be the case, it is often worth clearing your cache via your computer’s settings and trying again. Alternatively, please contact us and we can work through it together.

Can I get reward points?

To earn Reward Points, create an account on our website and indulge in the joy of shopping. 

Earn 1 point for every £1/$1/€1/$2 AUD/4 QAR/96 INR/10 HKD/2 NZD/0.5 OMR/43 THB that you spend online on www.mzskin.com. To view your points, visit the “My Points” section in “My Account”.

As you accumulate points, exciting rewards await! For every 100 points collected, you’ll unlock £10, $10, €10, AUD 20, 40 QAR, 960 INR, 100 HKD, 20 NZD, 5 OMR, or 430 THB to splurge on our website. 

How do I redeem my points?

To redeem, ensure you are logged in and at checkout select ‘redeem points’. You can start cashing in your points once you reach 50 points.

Do my reward points expire?

Yes, points expire after one year. Unfortunately they cannot be rolled over.

How do I unsubscribe from your newsletter?

We’ll be sorry to see you go but you can unsubscribe at any time by selecting the prompt at the bottom of each newsletter which allows you to remove your subscription. Alternatively, you can contact our team at [email protected] and we will be able to assist. 

Terms & Conditions

For full T & Cs please visit here

Promotional offer details

The following Terms and Conditions apply to coupon codes for use on www.mzskin.com.

Coupon codes are only redeemable online and on the MZ Skin desktop, tablet, and mobile sites, and cannot be redeemed elsewhere.

In order to redeem a coupon, please enter the code at checkout, within the redemption period. If you do not redeem the code within the redemption period, the code expires automatically and unfortunately cannot be redeemed.

Please also note:

  • Coupon codes may be withdrawn or amended by MZ Skin without notice and has no cash alternative.
  • All our coupon codes are provided to you through via text, email, on our website and affiliate program.
  • Coupon codes cannot be redeemed after your order has been placed. You’ll need to place a new order and apply the coupon code.
  • Please note that you will need to enter your coupon code on the MZ Skin website during checkout for it to apply.
  • If you place an order using a coupon code and then return or cancel that order, the coupon code cannot be refunded or re-used.
  • MZ Skin reserves the right to decline orders where, in its opinion, a technical problem has occurred on our website, a coupon code is invalid, tampered or fraudulent for the order being placed.
  • Discount codes or offers are not valid on gift sets or the purchase of gift cards.
  • Complimentary gifts are not applicable if a discount code is used.

MZ SKIN FORMULATIONS ARE

Skin Advisor