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Below comes some of our most frequently asked questions. If you can’t find your query here then please email us at:

Delivery, Orders, Payment & Returns

faq delivery payment and returns

  • I live in a EU country, do I have to pay import tax on my order?

    No, if you live within the EU you would not need to pay any import tax when you order from , as all orders are shipped from EU warehouse.

  • When will my order arrive?

    We aim to process all orders placed before 12pm the same business day (Monday-Friday, excluding public holidays). Orders that are placed on weekends and holidays will be processed the following business day.

    Europe Delivery
    Delivery time: 2-7 business days*

    Rest of the World delivery
    Delivery time: 5-10 working days*

    *Delivery times shall be considered as indicative timeframe as there might be subject to delays with the courier especially during holiday seasons.

  • What shipping options do you offer?

    FREE delivery is offered on all orders over €50 or £50 on

    Orders below €50 / £50 are charged at a flat rate of €5.99 or £4.99 per order orders are sent by Royal Mail (passed to your national post) or by other courier companies such as DPD, TNT or DHL depending on destination and value, size and weight of the order.

  • How do I use a coupon code?

    You can enter your coupon code in the cart page or at the final step of checkout. When a coupon code is accepted, the offer will be displayed on the discount line.

    Only one code allowed per order.

  • Do you ship internationally?

    Yes we do, at a flat rate of €5.99 or £5. We also offer Free Shipping for orders over €50 or £50. Transit time varies per country. Some restrictions may apply. For more information please contact us.

  • What are my payment options?

    On we offer following secure payment methods:

    Stripe: Credit/ Debit Card (Visa, MasterCard or American Express),

    PayPal: Pay with your PayPal account or if you do not have a PayPal account you can pay by card through PayPal (Visa, MasterCard or American Express, Maestro and Visa Electron).

    We accept payments in following currencies; EURO, GBP and USD

  • Can I cancel my order?

    Once an order has been processed we will not be able to cancel it. We cannot stop an order once you have “Checked Out”. If you wish to cancel your order after it has already been processed, you will need to return the order. To return an order or item, please read the returns section and email

  • Can I return my products?

    Yes you can. Returns are accepted within 14 days after receiving it. Products must be unused, in sealed packaging and in a re-sellable condition. Before returning any items you must contact us first by email ( or through the Contact page to make sure you get the correct return instructions. Please be aware that the C+E Ferulic Serum is exempt from this return policy due to hygiene reason and short expiry of the product.


Skin & product questions

FAQ Skin and Product

  • Are Timeless Skin Care products Vegan-friendly?
    The only animal by-product we carry is emu oil, which is made from the adipose tissue when the animal is processed for consumption. The emu oil is found only in our eye cream. Otherwise, all other products are vegan-friendly. We do not test our products on animals and to the best of our knowledge, our ingredients are not tested on animals either.
  • What is the pH level of the Timeless Vitamin C+E Ferulic Acid Serum

    Our pH level of our 20% Vitamin C + E Ferulic acid is 2.4 and it contains 1% Ferulic Acid and 1% Vitamin E.

  • In what order should I apply my serums?
    We do not advise mixing them together before application, but rather applying one serum at a time, allowing one to fully dry before application of another.
    When using the 20% Vitamin C Serum, we advise always applying the 20% Vitamin C Serum first then using the other products after.
    Example of how to use
    1Cleanse skin
    2Tone skin
    3. Apply 1 to 2 drops of our Matrixyl Synthe 6 using your fingertips in a circular motion apply all over face, neck, upper chest and back of your hands.
    4. Apply 1 to 2 drops of our  Coenzyme Q10 Serum using your fingertips in a circular motion apply all over face, neck, upper chest and back of your hands.
    6. Apply Hydrating Eye Cream (allow to fully dry)
    6. Apply moisturizer and sunscreen.
    1Cleanse skin
    2Tone skin
    3. Apply 1 to 2 drops of our Vitamin C+E Ferulic Acid using your fingertips in a circular motion apply all over face, neck, upper chest and back of your hands.
    4. Apply 1 to 2 drops of our Coenzyme Q10 Serum  using your fingertips in a circular motion apply all over face, neck, upper chest and back of your hands.
    5. Apply Hydrating Eye Cream (allow to fully dry)
    6. Apply moisturizer.
  • Shelf life on Vitamin C serums
    We do advise that you store our serums in a dark, cool environment that is maintained in a good temperature as they are heat and light sensitive products. When freshly manufactured the 20% Vitamin C + E Ferulic Acid serum is cloudy and thick in appearance with slight yellowing. As the serum begins to age it starts to clear up, then begins with hints of yellowing, which is normal due to the Ferulic Acid, not the vitamin C. The serum can change back to a cloudy state when refrigerated, this is normal. We can assure you that the serum is still safe to use. Expiration is approximately 3 months without refrigeration and 5 months with refrigeration from purchase date, opened or unopened. Refrigeration is recommended, as mentioned on the box, to extend the shelf life of the serum and slow down the process of oxidation.  When oxidized the serum turns red/brown in color and at that point is no longer good to use.
  • Do you test your products on animals?

    We do not test our products on animals and never will.

  • What active ingredients do you use?

    We use harmless ingredients and no chemicals in our products. For information about the ingredients we use please read here.

  • I found Timeless Skin Care products on other sites. Are they real? is an official authorised distributor/partner of Timeless Skin Care products in Europe. Please be careful, as there are counterfeit products on the market. Please read here for more info about counterfeit product.

  • How do I get rid of my dark circles under my eyes?

    We recommend you use our Dark Circle Eye Cream.

    You can read more here on how you can get rid of your dark circles and puffy eye bags.

  • How do I control oily skin?

    Please click here to read our blog post on how to control oily skin

    We recommend you use products that are lightweight textures to avoid weighing your skin down – our lightweight Hyaluronic Acid and B5 Serum are perfect for this. Another lightweight moisturiser that’s perfect for oily skin is Squalane Oil.

  • What’s the difference between Matrixyl Synthe’6 and Matrixyl 3000™?

    Please read here for information on the difference between MATRIXYL SYNTHE’6 AND MATRIXYL 3000™?

  • Retinols, BHA or AHA with Vitamin C serums

    If using a retinol in the evening, stick to using Vitamin C in the AM.

    Do not use a Retinol, AHA or BHA product together with our 20% Vitamin C Serum as it can cause your skin redness and irritation. So you could use  the Vitamin C+E ferulic acid in the evening and not in the morning when you use your Retinol or the other way around. You can alternate use of the Vitamin but not use them together as it can cause irritation to the skin.

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