FAQs

  • Are VIL Skin Care products animal friendly?
    Absolutely! Our products are cruelty-free and never tested on animals.
  • What are ‘active’ ingredients?
    Active ingredients - occasionally termed ‘medical grade’ - are potent concentrates of a certain 'active' or ingredient (e.g. vitamin C). All VIL Skin Care products incorporate active ingredients in much higher quantities than are found in over-the-counter skin care products.
  • Do you use natural ingredients?
    Yes! We use high strength compounds that are 100% free of irritants and allergens. Aside from being paraben-free and carcinogenic-free, all VIL Skin Care ingredients are natural and non-synthetic.
  • Can I retail VIL Skin Care products?
    Yes. If you are a therapist, skin care practitioner or medical professional in the UK, you can open a partner account with us. Please email info@vilskincare.com for more information.
  • Why isn't my airless pump dispensing any product?
    Some of our products use airless pump technology. Airless pump dispensers utilise a vacuum system to dispense and keep the formula within the container fresh. Airless packaging helps to keep air and contaminants out of the formula, which enhances its stability and effectiveness. When using your product for the first time, you may need to "prime" the dispenser. There is a disk that pushes the product to the top which can become stuck, and you may need to bang the bottom of the bottle 3-4 times on a flat and hard surface to loosen the disk, then pump the dispenser slowly about 15-20 times upside down. After it starts pumping you can pump right side up as normal. If the dispenser stops working at any time, simply repeat the "priming" step. We do not recommend attempting to dismantle the package. Please note that there is not supposed to be a "straw" in the packaging. If you only opened it once and were able to put it back together, the product should still be effective as long as it wasn't exposed to air for a long period of time.
    For a video tutorial, please visit the following link: http://bit.ly/airlesspump.
  • What are the percentage strengths of the ingredients in your products?
    VIL Skin Care products indicate the percentage strength of active compounds wherever applicable. For example, our Vitamin C 20% Super Serum includes concentrated vitamin C at 20% strength. However, the percentage of active ingredients usually concerns alpha hydroxy and beta hydroxy acids (AHAs and BHAs) only. This is because the potency of ingredients such as hyaluronic acid and collagen depends on their molecular weight rather than their concentration/percentage strength.
  • What are pre-order items?
    An item that is temporarily out-of-stock which has been ordered from our supplier but has not yet arrived at our warehouse. Even though the item is out of stock, you may add it to your shopping cart. If your order contains both in-stock and out-of-stock items, we will ship the in-stock items right away, generally within 24 hours of your order. The out-of-stock items will be shipped as soon as they become available. If you would like your entire order held until all items are available, please specify this in the Comments field of the Checkout page.
  • Are my online payments processed securely?
    Yes. Every time you check out, your personal data is encrypted and sent over a secure connection to our server.
  • How do I change my currency?
    Select your preferred currency in the top right navigation menu. VIL Skin Care is located in the UK and retailed internationally. Our standard processing currency is GBP.
  • Where do you deliver to?
    We deliver to the UK, EU, US and internationally.
  • How much are postage costs?
    Our flat rate postage and packaging fee for UK delivery is £5.95 for orders below £150, with free delivery on all orders of £150 and over. International delivery is £21.00 for orders below £500 with free delivery on orders of £500 and over. For more information, please email us at info@vilskincare.com.
  • Will there be customs charges?
    VIL Skin Care products are shipped from our UK warehouse. Occasionally, orders may be subject to customs or import duties once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. We have no influence over these charges and can't predict whether costs will be applied or how much these will be, as customs policies and import duties vary widely from country to country. For more information, contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
  • Do you offer free postage in certain circumstances?
    UK customers are eligible for free delivery for all orders of £150 and over. EU and International customers are eligible for free delivery for all orders of £500 and over. Occasionally, our promotions offer free delivery for limited time periods. However, unless otherwise stated, our promotional checkout coupon codes are not redeemable against postage and packaging costs. If you have any further questions regarding our delivery policies, please email info@vilskincare.com. Alternatively, please visit our additional FAQs for information concerning our handling of unwanted, damaged and defective goods.
  • What is your returns policy?
    At VIL Skin Care, we hope you enjoy your products. If for any reason you wish to return your order, you may send back your unused product(s) within 7 days alongside your original receipt so that we can process a refund for you. Please visit our FAQs for more information. Unfortunately, we aren't able to exchange products. Returned items must reach us in their original condition, including inner and outer packaging if applicable. Regretfully, we cannot refund or replace any used items unless they are faulty or damaged. This does not affect your statutory rights. Refunds will not include the delivery or packaging fees incurred from returning your goods to us. Only items purchased through www.vilskincare.com may be returned. We do not handle returns if the initial VIL Skin Care order was placed at a third party seller. You are responsible for ensuring that your returned order reaches us. We recommend opting for tracking or ensuring your package prior to delivery. We cannot be held responsible if your returned order does not reach us within the allotted 7-day window. Please send returned items to our designated warehouse address, clearly stating your name, address, and order number on a separate paper document: Please contact customer services for returns and refunds details. If you have any further questions regarding our returns policy, please email us at info@vilskincare.com.
  • What if I don't receive the items I expected?
    Product shortfall must be brought to our attention within 72 hours of receipt. Please call us on +44 (0) 203 823 6551 if you believe that your order is either missing products, or includes incorrect items. You can also email photos, receipts and other evidences to: info@vilskincare.com.
  • What if I receive a damaged or defective product?
    Product damage must be brought to our attention within 72 hours of receipt. Please call us on +44 (0) 203 823 6551 if you believe that your items have been damaged or tampered with in any way. In order to expedite your enquiry, please send an image, video or other tangible proof of the damaged product to info@vilskincare.com.