Help & FAQ

Help & FAQ

Brand

1. Who is behind Kansoskin?

Hi, we’re Joanne and Abel, the sibling duo behind Kansoskin. We founded Kansoskin to be the voice for people with skin conditions.

By raising awareness through education, we hope to normalise skin conditions such as eczema, psoriasis, rosacea, etc.

We’re also passionate in formulating skincare that respects your skin‘s health and feels good on your skin.

Abel personally suffers from chronic eczema and topical steroid withdrawal.

He understands first-hand the anxiety, stress and frustration that comes with having compromised skin.

Joanne dedicated herself to learning all about the science behind skincare after overcoming acne.

Now, she’s a certified skincare formulator from an accredited cosmetic science school in the UK.

2. What is Kansoskin’s mission?

Kansoskin aims to be a socially conscious skincare brand.

We want to bring a positive change to the way the world view people with compromised skin conditions and provide employment opportunities for them.

3. How are you different from other brands?

We believe having healthy skin is most important and we promise to always do the right thing for your skin health.

As a brand who values integrity, we believe in taking an honest approach to meet your skincare needs.

Product

1. Are your products chemical-free and natural?

We create skin-respecting formulations using both natural and synthetic chemicals, where each ingredient is mindfully selected based on its own merits. We’re firm believers that not all synthetic ingredients are bad, and natural does not automatically mean safe. Please note that the term "chemical" is not synonymous with toxic or poisonous. Chemical-free is an inaccurate marketing term that we avoid as we do not believe in fear-mongering. All our products are manufactured under GMP-certified facilities and undergo stringent testing to ensure product safety and stability. "All matter is made of chemicals, including you and I and the water we drink".

2. Are your products suitable for sensitive skin?

Kansoskin is specially formulated for people with compromised and eczema-prone skin. We avoid common sensitising and irritating ingredients to minimise adverse reactions to your skin. Our products are also formulated without fragrance or essential oils. However, as everyone’s skin is unique, like our personalities, what works for others may not necessarily work for you. When introducing new product into your skincare routine, we always recommend to do it one at a time and always patch test first. Our full ingredients list can also be found on our website and on the product packaging for easy reference.

3. Do you test on animals?

You’ve cat to be kitten me – We believe animals make the world a better place and we can make the world better for them. So no, we never test on animals, we only test on real humans. Our products are 100% vegan-friendly and cruelty-free, 100% of the time.

4. How long is the shelf life of your products?

Our products have a shelf life of 24 months. Once opened, we recommend using the products within 12 months.

*Please note that prolonged exposure to air, sunlight, humidity and harsh temperatures may adversely affect any skincare products.

5. Where are your products made?

We're proudly formulated in Singapore and made in South Korea. Being based in Asia allows us to leverage on the latest and most sophisticated innovations in cosmetics science and technology.

6. Will you be introducing more products?

We believe “less is more” in skincare. We want to create purposeful formulations that not only help to support your skin’s natural function, but feels good to use too. Only when we fulfil these criteria will we bring a new product to market. Currently, we are working hard on formulating a gentle gel cleanser, so do stick around our socials for updates. If there’s any product you’d like to see from us, slide us a DM @kansoskin or email us at hello@kansoskin.com. Who knows, we might just do it!

Orders

1. What forms of payment do you accept?

We accept multiple payment methods. We currently accept Visa, Mastercard, American Express, Paypal, and PayNow (Singapore).

2. How do I know if my order was placed successfully?

After your order is submitted, you will be directed to an order confirmation page with your order number. You should also receive an email confirmation shortly after your order is submitted. If you do not receive your confirmation email, it might have sneaked into your Junk folder.

Once your order is shipped, you will receive another email with your tracking information within 24 hours. Please note, it can take up to 48 hours for your tracking information to update.

If you have any questions about your order, please email hello@kansoskin.com with your order number and we’ll assist you as soon as possible.

3. Can I update my order once it has been placed?

We process and ship orders as quickly as possible, which means there is little time to make amendments.

If you wish to make any urgent request, please email hello@kansoskin.com within 1 hour of placing your order. This process can be expedited if the order number and relevant request are included in the subject line.

If you wish to update your shipping address, we kindly ask that you include the new address in your email. However, once your order is shipped, we cannot make changes or stop the shipment of product(s) to you. This means we cannot guarantee these requests will always be accommodated. Thank you for your understanding.

Shipping

1. Do you ship internationally?

We ship internationally to most countries! If you are not able to find your country, please email hello@kansoskin.com and will assist you as soon as we can. Thank you!

2. What are your shipping methods and how much does it cost?

Singapore Orders
Enjoy FREE shipping for all orders within Singapore. :) 

International Orders
All international orders are shipped via FedEx. For orders below SGD150, the shipping rates will be calculated upon checkout.

Note: You may have to pay sales tax (GST/VAT) and import duties on your order when it arrives in your country. If any custom fees, taxes, tariffs and/or duties are incurred for your order, you will have to be responsible to cover the fees before delivery can proceed. Please check with your customs and import authority for more details. If you choose to reject the delivery of the order once it has reached the destination country, please note that an admin charge will be levied on you. Please be advised that we are unable to fulfil any requests to declare a value other than the total purchase value.

3. Do you offer free shipping?

Yes, enjoy FREE shipping in Singapore with no minimum spend required. Yay!

We also provide FREE international shipping for orders above SGD150.

4. How long does it take for my order to ship once it is placed?

We process and ship out orders Monday through Friday, excluding weekend and holidays (GMT+8). Orders with standard shipping will usually be fulfilled and shipped within 1 – 3 working days.

You will receive a tracking number along with a shipping confirmation email once your order ships. You can monitor your delivery by checking your tracking number for the latest updates.

Please allow 2 - 5 business days for orders in Singapore and up to 21 days for international orders to arrive. Kansoskin.com ships from Singapore.

Please note that shipping may experience delivery delays like custom checks and may be further delayed during holidays / peak seasons.

Due to the evolving COVID-19 situation, it might take us a little longer than usual to ship your order. Thank you for your patience. If you have any questions or concerns, please contact us at hello@kansoskin.com and we'll get back to you as soon as possible.

Returns

1. What is your Return Policy?

We will accept returns on any unopened and unused products purchased from kansoskin.com with proof of purchase within 7 days of receiving your order.

Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded. To be eligible for a return, all items must be unused, in the original packaging and in a saleable condition. Items that are opened, used or damaged will be considered unfit for re-sale and may be denied a refund.

2. I want to return an item. How can I do this?

Please email any order or product issues to hello@kansoskin.com within 7 days of receiving your order.

Before returning, kindly notify us so that we can monitor its safe return back to our address. Please write the order number on the package, email us the tracking number and keep the shipping label for your records. Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. Once approved, your refund will be processed.

We recommend using a reliable shipping provider because if return items are lost during its shipment back to us, we cannot issue a refund.

Due to the evolving COVID-19 situation, it might take us a little longer than usual to process returns. Thank you for your patience. If you have any questions or concerns, please contact us at hello@kansoskin.com and we'll get back to you as soon as possible.

3. Return costs

Unfortunately, unless the return is a result of our error, the costs for returning your product(s) to our address based in Singapore are currently not covered by Kansoskin.

Please note that shipping charges incurred previously are non-refundable. Thank you for your understanding.

4. Returning damaged or faulty items

In case you have received a damaged product or a wrong product, we sincerely apologise for this! Please email hello@kansoskin.com within 7 days from the delivery date with the following information:

  • Order number (in subject line)
  • A short description of reason of issue
  • Pictures clearly displaying the issue

We’ll inform you on how to best return your order back to us, trying to avoid any additional costs on your end. Your satisfaction is our utmost priority and we will do our best to resolve the matter.

5. Do you offer exchanges?

No, unfortunately we do not offer exchanges at this time.

Kinship Rewards

1. What’s Kinship?

Kinship is our rewards program to thank you for choosing us as a part of your skincare journey! Get rewarded whenever you make a purchase, refer someone, write a review, or share your love on social media. We even reward you on your birthdays for simply being you!

Note: Only one account is allowed per customer.

2. What do the tiers mean?

It simply means the more you share your journey with us, the greater the rewards! You will be a FAM with 0-499 Koins collected, and a superFAM with 500+ Koins collected.

3. How do I earn rewards?

Earn Koins:

Sign Up: New customers who sign up for the program will get started with 100 Koins!

Purchases: All qualifying purchases earn Koins for every dollar spent, depending on your tier. (1)

Reviews: Leave a product review on kansoskin.com for 20 Koins. (2) One review per day will be rewarded.

Social Sharing
: Like/follow us on Facebook, Instagram or Twitter for 15 Koins. Share us on Facebook, Instagram or Twitter for 15 Koins.(3)

Recycle with Us: Collect 6 empty SBB™ moisturiser tubes, send them our way to be recycled and receive 500 Koins in return. (4)
Earn vouchers:

Birthday: Get free discount voucher on your birthday month! (5)

Refer a Friend
: You and your friend will both receive a $5 off voucher once your friend completes their purchase. You can refer as many friends as you like!    

(1) The $ amount discounted using gift cards, credit codes or discount codes are not eligible to earn Koins. Also, taxes and shipping charges are not eligible toward earning Koins. (2) Applies to one (1) review per customer per day. Reviews are only eligible if accessed via the review email sent to you after each product purchase. Reviews left directly on our site and on products that have not been purchased on Kansoskin.com are not eligible. (3) Please note that Koins are only earned for the first follow, like or share on each platform. To have the share, follow or like applied to your account, please go to the Rewards tab at the bottom right-hand corner of the screen and access your social accounts through the Earn Koins tab. Social shares, follows, or likes do not apply if completed directly through your social media account. (4) Recycling program currently only open within Singapore. (5) Customers must enter date of birth at least one (1) month prior to the first day of birth month to be rewarded with Birthday voucher. Birthday voucher is only valid for one (1) month from the date of issue.

4. How do I redeem Koins?

Click the Rewards button on the lower right-hand corner of any Kansoskin page to be taken to your Kinship homepage (please remember to login). There, you can choose to redeem your Koins for vouchers (in denominations of $5, $10, or $20) valid towards a future Kansoskin purchase.(1) Kinship Koins cannot be used on gift cards and sales item.

Redeem 150 Koins for a $5 voucher, 300 Koins for a $10 voucher and 550 Koins for a $20 voucher.

(1) Voucher values limited to defined denominations. Limit of one voucher redemption per purchase. Koins are non-transferable, have no cash value (unless required by law) and cannot be exchanged, sold or returned. Kansoskin is not responsible for lost or stolen Koins. Kansoskin is not responsible for any taxes incurred by customers. Terms and conditions are subject to change, alteration, substitution, or termination by Kansoskin in its sole discretion at any time.

5. Is there an expiry date for Kinship Koins?

Yes, Kinship Koins are eligible for redemption up to twelve (12) months from the date they are originally earned. Please make sure you spend the Koins within the twelve (12) month validity period.

Sustainability

1. What is Kansoskin’s stance on sustainability?

At Kansoskin, environmental sustainability is one of our top priorities. We see our sustainability journey as a long-term commitment and we are excited to share every step of it along the way, from our current efforts to our future goals. As a start, we are currently doing the following:

  • Focusing on producing meaningful products at a responsible rate in order to reduce our carbon footprint and avoid overproduction. We believe reducing our waste is the most crucial step.
  • Providing clear recycling guide so that our customers are able to correctly recycle properly.
  • Using 100% recyclable materials for all our products and shipping materials. We’re currently exploring the use of Post-Consumer Recycled (PCR) or alternative materials for our product packaging in the near future.
  • Encouraging our customers to practise mindful shopping and buying what they need, when they need. This way, we can reduce excessive buying and stockpiling products.

To be honest, we don’t have all the answers on how to be truly sustainable. But, we’re willing to learn and improve as we continue to grow. We still have a long way to go and much work to do, and we hope you’d join us in our sustainability journey as we continue to learn how to navigate the world more responsibly.

If you’ve bright ideas on how we can up our sustainability game, we’d love to hear from you. Please slide us a DM @kansoskin or email us at hello@kansoskin.com. Help us reach our sustainability goals!

2. What are you doing to reduce waste in your packaging?

We are constantly working on our packaging to reduce our impact on the environment:

  • Our product boxes are made from Forest Stewardship Council (FSC) certified paper and printed using soy ink.
  • All orders are shipped using 100% recyclable and compostable kraft paper mailers. We also use 3D honeycomb-structured kraft / tissue paper for our protective wrapping instead of traditional plastic bubble wrap.
  • Our products are housed in 100% recyclable containers and we are exploring the use of Post-Consumer Recycled (PCR) or alternative materials in the near future.

3. Why do you use plastic instead of glass?

Picking the most eco-friendly packaging option, even glass, isn’t always easy. Either the options aren’t compatible with our formulations, or come with hidden environmental costs like excess water use or carbon emissions.

We want our moisturiser to be lightweight and portable so that they can be easily carried around and safe around young children. Glass is heavy and can break easily, which is why we currently use 100% recyclable plastic (LDPE tubes and PP caps) for our SBB™ moisturiser.

We are currently exploring the use of Post-Consumer Recycled (PCR) or alternative materials for our future products.

4. How Does the Recycling Program Work?

For our SBB™ moisturiser, we use 100% recyclable containers that you can return to us with every 6 collected. Email to us and we will provide you with a free returns label for you to return your empties. Once received, we will credit you with our Kinship Rewards Koins. Kindly check out our Rewards page for more information.

We believe that the responsibility of recycling product empties should not have to lie on our customers. We will consolidate these empties and send them for proper recycling.

Please note that the recycling program is currently open within Singapore only. We are actively exploring other options to make it available worldwide.

Contact Us

We want to make it as easy as possible for you to reach us.
If you have other questions that are not found here, kindly message us via our Contact Us page
and we’ll get back within 2 working days.
Thank you!

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