Frequently Asked Questions

Our official website is www.21stcy.co.uk. Always check the URL in your browser's address bar before entering any personal or payment information. Our site uses secure HTTPS encryption — you'll see a padlock icon in your browser.

If you're ever unsure, please contact us directly at Skincare@21stcy.co.uk before making a purchase.

We aim to respond to all customer emails within 1–2 business days, Monday to Friday. During busy periods (such as sales or new launches), response times may be slightly longer.

Restock dates vary by product and supplier availability. We recommend signing up for the back-in-stock notification on the product page — you'll get an email as soon as it's available again.

You can also follow us on social media for restock announcements and new arrivals.

We accept the following payment methods:

• Major credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• Apple Pay & Google Pay
• Klarna (Buy Now, Pay Later — subject to Klarna's own terms)
• Store credit issued through our returns process

All payments are processed securely and we do not store full card details on our servers.

Yes! We have a loyalty rewards programme for registered customers. You earn points with every purchase, which can be redeemed against future orders. Create a free account on our website to start earning points today.

Yes! We regularly offer discount codes through our newsletter, social media channels, and loyalty programme. Sign up to our email list at the bottom of any page to be the first to know about offers and promotions.

To apply a discount code, add your items to the cart and proceed to checkout. You'll see a "Discount code" field on the checkout page — enter your code there and click Apply. The discount will be deducted from your order total before payment.

Generally, only one discount code can be applied per order. Discount codes cannot be combined with other promotions, automatic discounts, or free shipping offers unless explicitly stated otherwise in the promotion terms.

Starting your K-beauty journey is exciting! We recommend beginning with the basics — a gentle cleanser, a hydrating toner, a moisturiser, and SPF. From there, you can introduce serums and treatments tailored to your specific skin concerns.

Browse our Starter Kits section for curated bundles ideal for K-beauty beginners, or get in touch and we'll help guide you.

We always recommend introducing new products one at a time, leaving at least 1–2 weeks between each new addition. This allows your skin to adjust and makes it easier to identify the cause if any reaction occurs.

• Patch test on the inner arm or behind the ear before full application.
• Start with a small amount and apply every other day initially.
• Avoid using multiple active ingredients (e.g. acids, retinol) simultaneously without guidance.

We dispatch orders within 24–48 business hours of placement (Monday to Friday, 08:00–17:00 GMT, excluding UK bank holidays). Estimated delivery times from dispatch are:

• UK Standard: 2–3 working days
• UK Next Day: 1–2 working days
• Europe: 3–7 working days
• USA & Canada: 3–5 working days
• Rest of World: 5–10 working days

Once your order has been dispatched, you'll receive a shipping confirmation email containing your tracking number and a link to track your parcel. You can also log in to your 21stCY Customer Portal to view your order status at any time.

If you placed an order as a guest and didn't receive a tracking email, please check your spam folder or contact us at Skincare@21stcy.co.uk.

If your order has not yet been dispatched, please contact us immediately at Skincare@21stcy.co.uk with your order number and the correct address. We'll do our best to update it before it ships.

Orders cancelled before dispatch incur a £5.00 processing fee. To request a cancellation, contact us as soon as possible at Skincare@21stcy.co.uk with your order number.

Orders that have already been dispatched cannot be cancelled or modified. Please refer to our Returns Policy once you have received your order.

We do not process direct exchanges. To exchange an item, please return the original (subject to our return eligibility conditions) and place a new order for the item you'd like instead. This ensures the fastest possible processing for you.

Please see our Returns Policy for full return eligibility conditions.

If your tracking shows your parcel as delivered but you haven't received it, please:

• Check with neighbours or any safe place it may have been left.
• Check with your local delivery office or carrier depot.
• Contact us at Skincare@21stcy.co.uk with your order number and crime reference.

Order confirmation emails are sent automatically after a successful purchase. If you haven't received one, please:

• Check your spam or junk folder.
• Ensure the email address entered at checkout was correct.
• Wait up to 30 minutes — occasionally there are minor delays.

If you still haven't received a confirmation after 1 hour, contact us at Skincare@21stcy.co.uk with the name and email used at checkout.

We're sorry to hear this! Please contact us immediately at Skincare@21stcy.co.uk with:

• Your order number
• A description of which item(s) are missing
• A photo of the package and its contents as received

We'll investigate and resolve the issue as quickly as possible.

Customs clearance times vary by country and are outside of our control. Most parcels clear customs within 2–5 business days, but in some cases it can take longer.

You may be required to pay local import duties or taxes before your parcel is released. These charges are the customer's responsibility and are not included in our prices.

If a parcel cannot be delivered and is not collected from a carrier depot within the holding period, it will typically be returned to us. Once we receive it back, we will contact you to arrange redelivery or process a refund (minus any applicable return shipping costs).

We ship worldwide and are always looking to open more destinations. Currently, we ship to the following countries:

Right at Home (2–4 working days): United Kingdom, Isle of Man, Jersey, Guernsey

Across Europe (5–10 working days): Austria, Belgium, Bulgaria, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Sweden, Switzerland, Faroe Islands, Hungary, Iceland, Svalbard & Jan Mayen, Gibraltar, Monaco, Falkland Islands, Slovakia, Slovenia

United States (5–10 working days)

Canada (5–10 working days)

Worldwide Zone A (5–10 working days): Bahrain, Cyprus, Qatar, Saudi Arabia, United Arab Emirates, Kuwait, Oman, Lebanon, Malta

Worldwide Zone B (10–15 working days): Australia, Morocco, New Zealand

• Free Standard Delivery on UK orders over £65 (2–3 working days)
• Free Next Day Delivery on UK orders over £150
• £5 — Royal Mail Tracked Standard (2–4 working days)
• £10 — Royal Mail Next Day Delivery | Cut Off 10 am

International Orders are charged based on destination at a flat fee

We dispatch orders within 24–48 business hours (Monday–Friday, 08:00–17:00 GMT, excluding UK bank holidays). If your order was placed over a weekend or on a bank holiday, it will be processed on the next working day.

If it has been more than 2 business days since your order and you haven't received a dispatch confirmation, please contact us at Skincare@21stcy.co.uk.

We can deliver to PO Boxes within the UK. However, we cannot deliver to PO Boxes outside of the UK. If you are an international customer, please provide a full residential or business address at checkout.

Unfortunately, we are currently unable to ship to APO/FPO/DPO military addresses. We apologise for any inconvenience. Please contact us if you have any questions about alternative delivery options.

We proudly ship worldwide. When placing an international order, you'll be offered two shipping options at checkout:

• Option 1 — DAP (Delivered at Place): You pay duties, taxes, and customs fees after delivery, directly to your local customs office. Customers choosing this option are fully responsible for paying these charges upon arrival.
• Option 2 — DDP (Delivered Duty Paid): All duties, taxes, and customs fees are pre-paid at checkout. This ensures a smoother delivery experience with no additional payments required on arrival.

All UK orders are priced inclusive of VAT where applicable.

For international orders, your parcel may be subject to import duties, customs taxes, or VAT charges levied by your destination country. These charges are entirely the responsibility of the customer and are not included in our product prices or shipping fees.

If your card has been charged but you haven't received a confirmation email, please first check your spam or junk folder.

If you still can't find it, contact us at Skincare@21stcy.co.uk with the name, email address, and approximate time of the transaction. We'll investigate and confirm your order status promptly.

We accept returns on UK orders only, within 14 working days of delivery. Items must be unopened, unused, and in their original packaging with all tags intact.

• All returns must be approved before sending items back.
• Return shipping costs are the customer's responsibility (unless item is faulty or incorrect).
• International orders are not eligible for returns.
• Opened or used skincare products cannot be returned for hygiene reasons.

Please see our full Shipping & Returns page for complete details.

To initiate a return, email us at Skincare@21stcy.co.uk with your order number and reason for return. Do not send items back without prior approval — unauthorised returns will not be accepted.

If you have a 21stCY account, you can also submit your return request directly through the 21stCY Customer Portal for faster processing.

We sincerely apologise if you've received a damaged or incorrect item. Please contact us immediately at Skincare@21stcy.co.uk with:

• Your order number
• Clear photos of the damaged or incorrect product
• Photos of the outer packaging and shipping label

We'll assess the issue and work to resolve it as quickly as possible at no additional cost to you.

Once we receive and inspect your returned item, we will notify you of approval or rejection. If approved, store credit will be issued within 2 working days. The full end-to-end process typically takes 7–14 working days from receipt of the item.

All approved refunds are issued as store credit only — we do not offer cash or card refunds. Store credit is added directly to your 21stCY account and can be used on any future order with no expiry date.

Your statutory rights under the Consumer Rights Act 2015 are not affected. If a product is faulty or not as described, you may be entitled to a repair, replacement, or refund in accordance with your legal rights.