Frequently asked questions esthetic care department - Image Skincare
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Frequently asked questions esthetic care department

Why should I use IMAGE Skincare products?

We are a clinical skincare brand, powered by safe, proven ingredients and smart botanicals – for your healthiest skin, ever. We cut out what your skin doesn’t need, we source everything with intention, and we don’t test on animals.

How do I choose IMAGE Skincare products that are right for me?

There are several ways to choose your products.
You may shop by skin concern under our “Skincare” tab online to browse products for particular concerns.

For the most personalized recommendations, we encourage you to speak with an Esthetic Care representative by calling 1-800-796-7546.

Where can I find the lists of ingredients online?

Full ingredient lists for each product can be found under the “Ingredients” tab on any individual item’s product information page.

Does IMAGE Skincare test products on animals?

No. we do not test our products on animals.

Are IMAGE Skincare products paraben free?

Image Skincare is dedicated to providing safe and effective products without the use of controversial preservatives such as parabens.

Are IMAGE Skincare products gluten, nut or soy free?

Some of our products may contain gluten, nut or soy. Please call our Esthetic Care Center at 1-800-796-7546 for the full list of products that are applicable.

Are IMAGE Skincare products safe to use during pregnancy?

We recommend speaking with your healthcare professional to determine if you should use any of our products while pregnant.

Why should I visit a spa to see a licensed professional?

We always recommend visiting a spa or licensed skin care professional to complete your full skin care diet. Your at home regimen of products will assist you in achieving the skin goals you desire, however, visiting with a professional for a treatment whether it be a facial or chemical peel will only enhance and improve the results you may be seeing at home.

Are IMAGE Skincare products safe to use when going through chemo therapy or other health treatments?

We recommend speaking with your healthcare professional to determine if you should use any of our products while you are going through any health-related treatments.

What should I do if I have an allergy to an ingredient that is in a product I purchased?

If you have a known allergy to an ingredient, please do not use the products without consulting with your medical professional.

Why should I become an account?

By creating an account you’ll gain insider access to new product launches, exclusive shopping offers, order history, and much more. Start here.

How do I reset my password?

Don’t worry, if you have an active account and your email is recognized in our system, you can request your password by navigating to the My Account Page, and clicking on the “Forgot Password” link located under the “Returning Customers” section.

How do I change the address, phone number or email on my account?

You can update your account information by Clicking Here or you can call one of our Esthetic Care representatives at 1-800-796-7546.

To change the address associated with your autoship replenishment service, please call one of our Esthetic Care representatives at 1-800-796-7546.

How do I unsubscribe from IMAGE Skincare emails?

To unsubscribe from our email newsletter, simply click the unsubscribe link at the bottom of any IMAGE Skincare email.

MY ORDERS

What is the status of my order and how can I track it?

Orders are typically processed and shipped within two business days. Please check your email for shipping and order confirmation. Your tracking number will be automatically emailed to you after your order has shipped. Registered users may also login to My Account to view order status and history.

I forgot to order an item. How do I add to my order?

Our orders are fulfilled quickly, please contact our Esthetic Care Center within 1 hour of your order being placed M-F 9 AM – 6 PM EST to see if one of our representatives are able to add that item to your order for you.

How do I cancel my order?

In order to cancel your order please call into our Esthetic Care Center at 1-800-796-7546 to speak with one of our representatives M-F 9 AM to 6 PM EST. If you wish to cancel your order during hours we are closed please email our Esthetic Care Center at customercare@imageskincare.com.

My order shows as being delivered, but I did not receive it. What do I do?

First check on your front or back porch, perhaps a neighbors house, as sometimes the carrier may leave the package hidden to prevent it from being stolen. If you have tried that and can’t locate your package, please contact our Esthetic Care Center at 1-800-796-7546 for assistance with your missing package.

I am not going to be home when my order arrives. What should I do?

Please contact the carrier directly to have your package either held or redelivered to another address. You can log into your IMAGE Skincare account to locate the tracking information for your order. If your order is being delivered by FexEx you can sign up for text alerts for your specific order by selecting the track your package link.

I do not want my skincare left outside of my door if I am not home. What can I do?

You can log into your IMAGE Skincare account to locate the tracking information for your order. If your order is being delivered by FedEx you can sign up for text alerts for your specific order by selecting the track your order package link. Please contact the carrier directly to have your package either held or redirected to another address.

I wanted to order something that is showing out of stock. Can I back order the item?

We currently do not accept back orders for out of stock items.

How do I get a receipt for an order I placed previously?

You can log into your IMAGE Skincare account and go to my order history. Locate the order you are looking for and select print.

MY DELIVERY OPTIONS

What are shipping options and costs?

Standard US Shipping

Standard US Shipping

US – 3rd Day Shipping

US – 2nd Day Air

US – Next Day Air

Hawaii, Alaska – Standard US Shipping

Arrives within 5-7 business days

Arrives within 5-7 business days

Arrives within 3 business days

Arrives within 2-3 business days

Arrives within 1-2 business days

$5 Flat rate for orders under $100

$5 Flat rate for orders under $100

Free Shipping for order of $100 or more

Calculated Rate at Checkout

Calculated Rate at Checkout

Calculated Rate at Checkout

Free Shipping for order of $100 or more

Can I ship to a P.O. Box or APO/FPO address?

No, at this time we do not ship to P.O. Box or APO/FPO addresses.

How do I qualify for free shipping?

All orders over $100 qualify for Free Standard US Shipping.
You also receive free shipping when signing up for auto replenishment of your IMAGE Skincare products.

My shipment arrived and it is damaged. What do I do?

We sincerely apologize if you received any damaged items. Please contact our Esthetic Care Department at 1-800-796-7546 and one of our Esthetic Care representatives will be able to assist you with your replacement or you can email us at customercare@imageskincare.com.

What is IMAGE Skincare’s return policy?

IMAGE Skincare does not accept returns or exchanges for items not purchased through IMAGE Skincare directly. All request for returns or exchanges for products purchased at an authorized IMAGE Skincare partner should be directed to location where purchased.

Returns for damages or errors made in shipping must be called into our Customer Care department within 48 hours of receipt of shipment to obtain a return management authorization (RMA) or have your order corrected at 1-800-796-7546. Customer Care’s hours of operation are M – F 9 AM – 6:00 PM EST.

IMAGE Skincare does not accept returns on t-shirts, trial Kits, samples or any items sold as final sale.

All other products in unopened, unused retail sizes may be returned within 30 days of initial purchase for a full refund of amount paid, if accompanied by a Return Management Authorization (RMA) number issued by the Customer Care Department at 1-800-796-7546. All shipping charges related to the approved return are the responsibility of the customer. Customer Care’s hours of operation are M-F 9 AM – 6:00 PM EST.

All return request for qualified goods with a purchase date greater than 30 days of initial purchase may be returned if there is an expiration date of 1 year or more from the date of the RMA request. Returns for goods with a purchase date greater than 30 days will be subject to a restocking fee of 20% of the actual price paid for the products. All shipping costs associated with an approved RMA are the customer’s responsibility.

All returns must be sent to the attention of the RMA Department, with the RMA number written on the outside of the box and mailed to:

IMAGE Skincare:

ATTN: RMA Department

7130 Seacrest Blvd

Lantana, FL 33462

Returns will be processed within 10 days of receipt of shipment. Electronic correspondence will be sent to the main contact on the account when the return has been processed. For the status of your return please call our Customer Care Department at 1-800-796-7546, Monday through Friday 8:30 AM – 6:00 PM EST and have your account number and approve RMA number available for reference.

I ordered the wrong product. Can I return it and get the right one?

Yes, it would be our pleasure to send you the correct item. Please call our Customer Care department at 1-800-796-7546 within 30 days of your original order and one of our Esthetic Care Representatives will be happy to assist you.

Can I return a product I purchased at my local spa or doctor’s office to you?

All items must be returned to the location or spa you purchased your IMAGE Skincare products from. We only accept returns for products purchased directly from IMAGE Skincare.

SHOPPING ONLINE

What are my payment options?

We accept the following forms of payment:

American Express

Visa

Mastercard

Discover

PayPal

ApplePay

Afterpay

SUBSCRIBE AND SAVE SERVICE

What is Subscribe and Save?

IMAGE Skincare Subscribe and Save is the most convenient way to get beauty delivered to your door, and enjoy all the benefits of our complimentary Subscribe and Save program: Complimentary Shipping. The best part? Never having to worry about running out of your favorites.

Need to make a change? It’s simple to modify your delivery schedule, item quantity, delivery address or cancel at any time prior to the next shipment date by visiting the Subscribe and Save section under My Account. Please allow up to 24 hours for any updates or cancellations to process.

We will send your Subscribe and Save orders automatically according to your preferences, and you will only be billed on the day the order is shipped. We’ll also send you an email reminder 10 days before each Subscribe and Save order.

How do I join Subscribe and Save?

Joining Subscribe and Save is easy. When choosing a product, simply select the Subscribe and Save option and your desired frequency from the drop down menu. You can also select Subscribe and Save when reviewing items in your shopping bag. Simply select Subscribe and Save and your desired frequency in your Shopping Cart..

Once you join Subscribe and Save, you will be sent an email confirmation with a link to your account where you can manage your future orders. You will also receive email notifications regarding other important information related to your Subscribe and Save as well as order confirmations.

How do I make changes to my Subscribe and Save order?

To Change Your Shipment: To change your delivery, sign in and access My Account, go to Subscribe and Save under Order Information and select your desired frequency.

To Cancel Your Shipment: Please inform us 24-hours in advance of your ship date. Simply sign in and access My Account, go to Subscribe and Save under Order Information and click Cancel. You will be prompted to confirm. Your Subscribe and Save will be cancelled, no future orders placed and you’ll be sent an email confirming your cancellation. Please allow up to 24 hours for any modifications or cancellations to be processed.

If you meant to cancel, but forgot to do so in time, please do not open the box, but simply write Return to Sender on it. Once we receive the return in our warehouse, your account will be credited.

How do I make changes to my Subscribe and Save account information?

To review or modify your Subscribe and Save account information, visit Subscribe and Save located within your My Account page.

To change your shipping address for an order, please visit the ‘My Next Order’ tab. Select a previous shipping address from the dropdown menu or create a new address. To change your shipping address for the entire Subscribe and Save program, please visit the ‘My Subscribe and Save’ tab to edit details.

What is the difference between the ‘Upcoming Orders’ and ‘My Subscribe and Save Products’ tabs?

The ‘Upcoming Orders’ tab shows the details for your next scheduled order. An order may contain more than one individual item scheduled for Subscribe and Save, if the items have the same order date, shipping address, billing address, and payment information.

The ‘My Subscribe and Save Products’ tab displays individual items and all details associated with them, including next order date, quantity, delivery frequency and shipping address.

How do I view my future deliveries?

You can view your future orders in the ‘My Next Order’ tab in the Subscribe and Save section of your account. To see additional deliveries, click on the arrow next to the next scheduled order date below.

How do I combine items to be in the same order?

Subscribe and Save items that have the same order date, shipping address, billing address and payment method will ship as one order.

If you’ve added additional Subscribe and Save items and want them to ship in the same order, simply visit the ‘My Next Order’ tab in the Subscribe and Save section of your account and amend to make the delivery dates match. (Also, please confirm the orders have the same shipping address, billing address and payment method.)

Can I add items to my next order with an existing subscription?

Absolutely! Please log into your My Account page, find your item and choose the Add This to My Order button. When you click this button, you will have the option to add the item as one-time only or as an Subscribe and Save. You can also find these instructions in the ‘My Next Order’ tab in the Subscribe and Save section of your account.

What types of payment are accepted for Subscribe and Save?

All Subscribe and Save subscriptions require a credit or debit card payment. Alternative payment forms, such as PayPal, or Afterpay, cannot be accepted.

Subscribe and Save Terms:
Subscribe and Save items will ship automatically until you cancel. By placing this order, you are authorizing us to charge your card on an automatic, recurring basis for future orders at the frequency and quantity you selected. Such fees will be charged in advance, and will appear on your credit card statement as Image Skincare. You acknowledge and agree that we will not obtain any additional authorization from you for this recurring payment. The actual cost of each shipment may vary depending on the quantity and frequency chosen. For Customer Care or to cancel Subscribe and Save, visit customercare@imageskincare.com or call 1-800-796-7546.

Afterpay

What is Afterpay?

Pay for your purchase in four interest-free installments (due every two weeks). You’ll pay your first installment at the time of purchase, and the remainder over time.

How does Afterpay work?

How do I use installments for Afterpay?

Simply shop online and add items to your shopping bag and checkout as normal. At checkout choose Installments by Afterpay as your payment method.

First time customers will need to register with Afterpay and provide payment details as usual, returning customers simply log in to make their purchase. It’s that easy!

Please note that all items in your shopping bag must be eligible for Installments by Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

Can I use Afterpay if I’m an international customer?

No, we do not ship internationally.

How does the Afterpay payment schedule work?

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted automatically every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

What if I can’t pay an Afterpay installment?

If funds are not available or you otherwise do not make your payment when it is due, late fees may apply.

(Need to have a section that sends them to Afterpay – Payment Agreement)

When will my items be delivered if I use Afterpay?

Afterpay orders are delivered as per our standard shipping timeframe after you complete your order online.

Is there a limit to how much I can spend on a single Afterpay transaction?

Yes, a minimum purchase of $35.00.

Are there any items that are not available on Afterpay?

IMAGE Skincare does not allow customers to use Afterpay for subscriptions.

How do I exchange or return items purchased with Afterpay?

To return products purchased with Afterpay, please contact the IMAGE Skincare Customer Care Department at 1-855-791-5800 or customercare@imageskincare.com.

Where can I find out more about Afterpay?

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms as well as Afterpay’s Privacy Policy which can be found at www.afterpay.com/privacy-policy.

If you have any questions about your Afterpay account, please contact Afterpay directly via web form at help.afterpay.com/hc/en-us.

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