Frequently Asked Questions

Got questions? We're here to help.

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Brand

We’re a socially conscious and holistic skin health brand on a mission to inspire self-love and self-acceptance.
We believe in healthy skin, not perfect skin, and we’re here to empower you to love and accept your skin, no matter how it looks or feels.

Our goal is to create a world where everyone is treated with respect, regardless of the appearance of their skin.
By embracing inclusivity and normalising skin conditions, we’re shifting the beauty narrative.

All skin is good skin with Kansoskin.

Kansoskin is not just another faceless company.
Our inspiration comes from personal struggles, including our founder's firsthand experience with severe cystic acne and her brother’s battle with chronic eczema and topical steroid withdrawal (TSW).
These experiences have given us a deep understanding of the challenges faced by individuals with compromised skin conditions.

More than a skincare brand, we offer solutions that go beyond the surface of the skin, taking a holistic approach to caring for your skin health and overall well-being.
Here, we're not just any other company but a partner ready to support you every step of the way on your skin health journey.

Absolutely! At Kansoskin, we take pride in supporting social causes and giving back to the community.
Each year, we donate skincare essentials to non-profit organisations that may need them, such as old age homes, nursing homes, and other charitable groups.

Additionally, a portion of our profits is allocated to supporting various charities that align with our mission and values.

Products

The terms ‘clean,’ ‘natural,’ and ‘chemical-free’ can be misleading as they lack standardised definitions and scientific accuracy.
At Kansoskin, we approach product formulation with careful consideration for each ingredient’s merits and safety profiles.

It’s important to understand that all matter, whether natural or synthetic, is made up of chemicals.
Natural ingredients are not inherently safe, and synthetic ingredients are not automatically harmful.
The safety and effectiveness of skincare products depend on many factors, including the specific ingredients used, their concentrations, and the overall formulation.

We prioritise using high-quality ingredients, including those derived from nature and synthetic compounds when they offer benefits like enhanced stability, efficacy, and sustainability.
Our focus is on creating safe formulations that respect the skin’s needs and deliver optimal results.

Our products are produced under GMP-certified facilities that follow strict quality control measures and adhere to Good Manufacturing Practices to maintain product safety and stability.
We also conduct rigorous testing in accordance with regulatory guidelines to meet the highest standards of safety and efficacy.

Transparency is important to us. If you have any specific concerns or questions about our products, we are here to address them and provide you all the information you need to make informed choices.

When evaluating the safety and effectiveness of skincare products, it’s important to consider evidence-based claims, scientific research, and regulatory compliance rather than relying solely on marketing terms.

Yes. Our products are formulated to address specific skin concerns like eczema, rosacea, dryness, dehydration, and sensitivity. However, they are not limited to only those with compromised skin conditions.
Our formulations are compatible with all skin types, including eczema-prone, atopic, and sensitive skin.
We consciously avoid using common irritating and sensitising ingredients like fragrances, essential oils, and dyes, to minimise the risk of flare-ups and adverse skin reactions.

At Kansoskin, we take pride in being a gender-neutral brand, crafting products that work effectively for everyone, regardless of gender.
We believe in the power of inclusivity, and our skin solutions are designed to cater to the diverse needs of our community.

Furthermore, our products have undergone thorough testing, proving to be gentle and effective. They are suitable for use during pregnancy, breastfeeding, and are safe for children and babies from 3 months old.
For transparency and easy reference, you can find our full ingredients list on our website and product packaging.

Note: Everyone’s skin is unique, and reactions may vary. We recommend introducing new skincare products one at a time and performing a patch test before full application.
If you have any concerns, we advise consulting with your healthcare provider before incorporating new skincare products into your routine.

No, we do not conduct animal testing on our products. As a cruelty-free brand, we prioritise the well-being of animals and ensure the safety and efficacy of our products through testing on human volunteers.

Additionally, all of our products are vegan-friendly. We do not use any animal-derived ingredients or by-products in our formulations, making them suitable for those following a vegan lifestyle.

When it comes to gluten sensitivity or a preference for gluten-free skincare, rest assured that our formulations do not contain ingredients derived from wheat or other gluten-containing sources, even though gluten is not typically absorbed topically through the skin.
However, please be aware that while we maintain strict manufacturing processes to minimise cross-contamination, our products are not produced in a dedicated gluten-free facility.
As a precaution, if you have severe gluten allergies or sensitivities, we recommend consulting with your healthcare provider or performing a patch test before using our products.

Regarding halal certification, it's important to note that while Kansoskin is not halal-certified, our products do not contain animal-derived ingredients or drying alcohols. We utilise fatty alcohols such as cetearyl alcohol, which are generally considered permissible.

We are committed to providing products that align with various dietary and lifestyle preferences, ensuring that you can use our products with peace of mind.

Our products are formulated in Singapore and manufactured in South Korea.
Being located in Asia allows us to tap into the advancements in cosmetic science and technology, as well as access to a wide range of high quality Asian botanicals that offer unique benefits for the skin.

Regarding the shelf life of our products, when sealed and unopened, they can be safely used for up to 36 months from the date of manufacture.
Once opened, we recommend using the products within 12 months to ensure their freshness and effectiveness.

You can find the product expiry date indicated on the packaging of each product.
To maintain the quality and maximise the shelf life of our skincare products, we recommend storing them in a cool, dry place away from direct sunlight. Please also make sure the packaging is tightly closed after each use.

Note: External factors such as air exposure, sunlight, humidity, and extreme temperatures can potentially impact the stability and performance of skincare formulations.

We understand the challenges of shopping for eczema and sensitive skin, which is why we offer a 30-day money-back guarantee* on your order.
This allows you to try your Kansoskin products for up to 30 days, and if they are not suitable, you can return them for a full refund (minus shipping and handling).

*Please refer to our return policy for more details.

Note: This guarantee does not apply to any orders made from non-Kansoskin websites.
We do not condone the unauthorised resale of our products, and cannot guarantee the authenticity, safety, quality, or effectiveness of products sold through unauthorised retailers, resellers, distributors, or third parties.

If you are in Singapore, you purchase Kansoskin products directly from our website.
Our products are also available on popular e-commerce platforms such as Shopee, Lazada, Amazon.sg, and on TikTok.

For customers in the United States, our products can be found on Amazon.com.

If you are located in the United States or other parts of the world, you can also shop for our products directly on our website.

For our friends in the Philippines, we are pleased to share that our products are available through our retail partner, thecollective.ph.

As for future product launches, we at Kansoskin prioritise quality over quantity.
We believe in creating meaningful formulations that support the skin’s natural function and provide a positive experience. We will introduce new products when they meet our high standards and criteria.

Currently, our team is actively engaged in research and development for exciting new products.
To stay updated on our latest releases and announcements, we invite you to follow us on our social media channels.

If you have any specific product suggestions or requests, please don't hesitate to reach out to us via direct message on Instagram @kansoskin or email us at hello@kansoskin.com.
We value your feedback and input as we continue to innovate and expand our product offerings.

Orders & Returns

We accept all major credit cards, including Visa, Mastercard, and American Express.
We also accept PayPal, Shopify Pay, Apple Pay, Google Pay, GrabPay, ShopBack, AliPay, PayNow, and Atome.

No, if you prefer not to create a Kansoskin account, you can check out as a guest instead.

Once 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 don’t find the email in your inbox, please check your junk/spam folder, just in case it’s there.

If you have any questions about your order, please email hello@kansoskin.com with your order number and we will assist you as we can.

We process and ship orders as quickly as possible to avoid causing shipping delays for you.
If you wish to make any urgent changes, please email us at hello@kansoskin.com within 15 minutes after placing your order.
Please use the subject line “Order Change” and include your order number in the email. If you want to update your shipping address, please provide the new address in your email.

To cancel an order, please email us at hello@kansoskin.com as soon as possible after placing your order. Use the subject line “Cancel Order”.

Please note that once your order is shipped, we cannot make changes or stop the shipment to you.
This means we cannot guarantee that all requests will be accommodated.

Thank you for your understanding!

At Kansoskin, we are committed to providing you with high-quality products and exceptional customer service.

We understand the challenges of shopping for eczema and sensitive skin, which is why we offer a 30-day money-back guarantee* on your order.
This allows you to try your Kansoskin products for up to 30 days and if they are not suitable, you can return them for a full refund (minus shipping and handling).

*Valid for one-time purchase orders only. Not applicable to trial packs and subscription orders. For new users, we recommend trying our products first through one-time purchase orders before considering our subscription plan.

To be eligible for a return, your order must be purchased directly from us on kansoskin.com within the last 30 days.
Please note that return shipping fees will not be covered, and the shipping costs from your original order will not be refunded. If your order had free shipping, the shipping & handling fee will be deducted from the refund amount.

If you purchased Kansoskin products from one of our authorised retailers, please contact them directly, and they will advise on their own return policy.

Unfortunately, we do not offer exchanges at this time.

If you are not completely satisfied with your purchase, you may initiate a refund by contacting us at hello@kansoskin.com (please include your order number and reason for the return) within 30 days of delivery.

For a smooth return process, we recommend using a reliable shipping service that provides a tracking number. This ensures the safe delivery of your returned item(s) to us. Unfortunately, if item(s) are lost during the shipment back to us, we’ll not be able to issue a refund.
Additionally, please make sure that the return package has sufficient postage, as returns with insufficient postage may not be delivered to us and, as a result, won't be processed.
Remember to keep your postage receipt until your refund has been processed. Please note that we cannot be held responsible for any missing returns.

Your Kansoskin purchase is backed by our 30-day money-back guarantee*, so you can shop for your skin with full confidence.
Please note that if we notice someone exploiting our return policy, we reserve the right to reject future orders.

*Valid for one-time purchase orders only. Not applicable to trial packs and subscription orders.

If you'd like some skin advice before arranging your return, please feel free to reach out to us at hello@kansoskin.com and we would be happy to help!

Unfortunately, unless the return is a result of our error, return shipping fees will not be covered, and the shipping costs from your original order will not be refunded.
If your order had free shipping, the shipping & handling fee will be deducted from the refund amount.

Thank you for your understanding.

We sincerely apologise for the inconvenience caused. Rest assured that we take full responsibility for damaged products or incorrect deliveries.
If you received a product that is damaged or incorrect, please reach out to us at hello@kansoskin.com within 3 days of delivery.
Kindly provide your order number, a brief description of the issue, and clear pictures displaying the problem.
We will assist you in the return process, ensuring that you avoid incurring any additional costs on your end.

Note: We consider an item damaged if it has a defect or if the product is physically broken.
Please note that damage resulting from shipping, such as dented boxes, is not considered damage if the product inside is in good condition.

We always strive to process your return and issue your refund as quickly as possible.
Please allow us up to 10 business days from the date our system received the returned item(s) to process your refund.
Upon receipt, we will credit your account for the price of the returned item(s).
Refunds will be issued in the same manner as your original payment (minus shipping and handling).

Please note that processing time can vary among banks, and it may take some time for the refunds to be properly reflected in your account.
We kindly ask our customers to wait at least 5 to 10 business days for the refund to be appear on their accounts.

If you require further assistance, please feel free to reach out to our customer care team at hello@kansoskin.com.

Shipping

We ship internationally to most countries!
If you cannot find your country, please email us at hello@kansoskin.com, and will assist you as soon as we can!

*For Indonesia orders, please input your Tax ID Number (NPWP) in the order notes.

Singapore Orders
Enjoy FREE shipping with no minimum spend. Yay!

International Orders
Free shipping is available for all orders over SGD $200.
For orders below SGD $200, shipping costs will vary depending on weight and shipping destination. The exact costs will be calculated during checkout.

*For Indonesia orders, please input your Tax ID Number (NPWP) in the order notes.

Note: For international orders, please be aware that there may be additional charges such as sales tax (GST/VAT) and import duties when your order arrives in your country.
These custom fees, taxes, tariffs, and/or duties will be your responsibility to cover before delivery can proceed. For more information, we recommend checking with your customs and import authority.
If you choose to reject the delivery of the order once it has reached the destination country, kindly note that an admin charge will be levied on you.
We regret that we are unable to fulfill any requests to declare a value other than the total purchase value.

Orders are processed from Mondays to Fridays, excluding weekends and holidays. Processing includes packing and shipping your order.
Typically, orders are fulfilled and shipped out within 1 to 3 business days.

Once your order has been shipped, you will receive a shipping confirmation email containing the carrier information and tracking number.
If you don’t find the email in your inbox, please check your junk/spam folder, just in case it’s there.
You can track your delivery using the provided tracking number for the latest updates. If you require special delivery requests, we recommend contacting the carrier directly.

Please note that business days do not include weekends or holidays, and order processing times may be subject to delays during holidays, new product launches, restocks, and promotions.

If you have any questions or concerns, please contact us at hello@kansoskin.com and we will get back to you as soon as we can.

Once your order ships, you’ll receive a confirmation email with your tracking information.
Kindly allow 3 to 5 business days for orders in Singapore and 10 to 21 business days for international orders to arrive.

Please note that this is an estimate and not a guarantee. Unfortunately, sometimes delays in transit may occur with the carrier.
If your order is still in transit and has not been delivered within the stated timeframe, it may be lost.
In this case, please contact us on the 6th business day for Singapore orders and on the 22nd business day for international orders.

If your package has been marked as delivered but you can't locate it, please allow 3 business days from the delivered date on the tracking number, as some carriers may be experiencing latency issues and lags in their tracking.
If, by the 3rd business day, you still cannot locate your order, please reach out to us at hello@kansoskin.com.

Sustainability

Sustainable development lies at the heart of everything we do. We’re committed to aligning our efforts with the United Nations' 17 Sustainable Development Goals (SDGs), and we’re excited to share every step of our journey with you!

We view sustainability as a long-term commitment and reducing waste is a crucial step to minimising our environmental impact.
Currently, we focus on producing meaningful products responsibly, which allows us to reduce our carbon footprint and avoid overproduction.
Additionally, we actively encourage our customers to practice mindful shopping – buy only what you truly need, when you need it. This way, we can reduce excessive consumption and unnecessary stockpiling of products.

To be honest, we don’t have all the answers on how to achieve complete sustainability.
Sustainability is a complex concept, and every form of consumption leaves a footprint. As a small company, we are dedicated to doing our best and continuously learning and improving.

Though there’s still a long way to go, we remain committed to making a positive impact.
We invite you to join us our sustainability journey as we continue to navigate the world more responsibly.

Achieving complete sustainability is a challenging task and we welcome the valuable insights and suggestions of sustainability professionals.
Please feel free to reach out to us at hello@kansoskin.com, we would love to hear from you!

Yes! Our product boxes are crafted from Forest Stewardship Council (FSC) certified paper and printed using soy ink.
When shipping orders, we use 100% recyclable and compostable kraft paper mailers, and instead of traditional plastic bubble wrap, we opt for kraft paper for cushioning and protection.

In addition, our products are packaged in 100% recyclable containers, and we are exploring the use of post-consumer recycled (PCR) or alternative materials in the near future.
To make recycling our products easy, we’ve created a comprehensive recycling guide! Please refer to this guide for detailed instructions on how to recycle your Kansoskin products.

We continuously review our environmental impact and explore innovative packaging solutions available on the market.
If you have any suggestions on how we can improve our impact (or if happen to be a sustainable packaging supplier), please drop us a line and say hello at hello@kansoskin.com.

Unfortunately, selecting the most eco-friendly packaging option isn't as simple as swapping out plastic for glass.
The reality is that there are many nuances when it comes to choosing the right packaging.

While glass is a recyclable material and has eco-friendly qualities, it might not always be the most sustainable option.
Glass containers can be heavy and fragile, leading to higher fuel consumption and more waste due to breakage during shipping.

In our decision-making process, we carefully consider whether the packaging is compatible with our formulations to ensure product stability and whether it carries hidden environmental costs, such as excess water use or carbon emissions.
We also prioritise the product’s safety and ease of use, especially for those with reduced dexterity. That's why we like tube containers with flip caps – easy to open with just one hand!

We're committed to making our product packaging inclusive so that our products can be accessible to as many people as possible, regardless of age, disability, gender, or other demographics.

Currently, we’re using 100% recyclable plastic. For example, our Simply Better Barrier™ moisturisers come in tubes made of LDPE (4), with flip caps made of PP (5).
They are designed to be lightweight and portable, making it easy to carry and safe for use around young children.

As part of our ongoing commitment to environmental sustainability, we are actively exploring the use of post-consumer recycled (PCR) materials or alternative options for our future products.

At Kansoskin, we share the desire to offer refill options as a way to minimise packaging waste.
However, there are several factors that currently prevent us from implementing refill services, particularly due to our current size and infrastructure.

Refilling cosmetic products requires strict measures to prevent contamination, which can be more complex than the standard manufacturing and packaging processes we currently have in place.
As a small company, investing in the specialised equipment and resources needed for the refill process exceeds our current capabilities.

We want to assure you that while we may not offer refills at this time, we are continuously exploring innovative and sustainable packaging solutions that align with our values and are suitable for our scale.
As we progress on our sustainability journey, we remain open to new possibilities and will continue to find ways to reduce our environmental impact. Your understanding and support mean a lot to us.

If you have any suggestions or ideas, or if you are a sustainability professional who can offer valuable insights, please feel free to reach out to us at hello@kansoskin.com.
Thank you for being a part of our sustainability journey.

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