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FAQs

Subscriptions

If an order has already been charged to your account under your subscription, unfortunately this will not be able to be cancelled. Subscription orders operate on same day shipping (with the exception of weekends and holidays) and cannot be cancelled once they have been entered into our system for fulfillment. 

Please note that automated upcoming shipment notifications are sent to the associated email address (and SMS, if you have opted in) three days prior to the listed shipment date to provide the opportunity to make any adjustments to your order.

Cancellation of a subscription must occur at least 12 hours before your next shipment date to take effect.

Unwanted subscription orders can be returned for a refund once they have been delivered - please contact our customer service team to initiate this process once you have received your shipment.

Any changes made to your subscription listing - edits, skips, cancellations - will take effect on future shipments only. Any orders that have gone through prior will not be affected by these changes. 

Cancellation of a subscription must occur at least 12 hours before your next shipment date to take effect - if you cancel under this timeframe, your next scheduled order may be processed.

Upcoming shipment notifications are sent via email (and SMS, if you have opted in to receive subscription updates) three days prior to the listed shipment date to allow the opportunity to make any necessary adjustments before your order goes through.

All changes to your subscription can be made through your customer portal. Just log into your Clean Skin Club account and click “Manage Subscription”. You can then skip or gift your next shipment, pause your subscription, or cancel. 


If you have multiple subscriptions (different delivery schedules, different shipping addresses, etc.), you will need to repeat your edits to each listing.

Subscriptions can be selected on a 30, 60, or 90 day delivery cycle. After you have updated your delivery frequency, please click "skip" on your next order to complete the update - if this step is not taken, your upcoming shipment will still be registered under your original delivery schedule.

Pausing your subscription will freeze your active subscription until the selected date. Please note that when your subscription switches back to “active”, your delivery cycle will be restarted from that date and an order will be pushed through.

Easy! Log into your Clean Skin Club account and click “Manage Subscription”. Once inside your customer portal, please click into the Payments tab, then “Update Payment Method”. A secure link will be sent to the associated email with instructions on how to update your payment information.


If you have your payment set up under Shop Pay, Apple Pay, or PayPal, please make sure your information is updated directly on their application first. Once updated, please navigate to your customer portal and into the Payments tab, then click “Set To All Subscriptions”. 


If you have your subscription payment set up under Shop Pay, Apple Pay, or PayPal, unfortunately you will not be able to change this to a direct payment method, ie. inputting your direct credit card. You will need to cancel your existing subscription and place a new order manually to start a new listing, and you will be able to input your direct information during checkout.



Log into your Clean Skin Club account and click “Manage Subscription”. Once inside your customer portal, scroll down on the main “Subscriptions” tab to the “Delivery Address” section. Clicking that will open a pop up window to update your shipping address.

Updates to your Clean Skin Club account will not affect your subscription - you must update your information from within your subscription portal.

Please note that we are unable to ship to a P.O. Box.

Orders

Orders can be canceled by our team as long as the order has not been moved into processing - once an order has been processed, a shipping label has been generated and paid for, and the order is no longer able to be canceled. To request an order cancellation, please email our customer service team at [email protected].

If your order is unable to be canceled, you can email our customer service team once your order has been delivered to you, and we can help set you up with a return on your order.

We are not able to make any changes to an order once it has been placed - we highly encourage you to review your order information before submitting to prevent any issues.

If your order has not been fulfilled yet, we may be able to update your address for you! Please email [email protected] as soon as possible with both your order number and the full correct shipping address. 

Do note that it is not a guarantee that our team will be able to update your information prior to shipment - please keep in mind our business hours. 

If your order has already been fulfilled, we can process a new shipment to the correct address however there will be an additional fee for the creation of a second postage.

Please email [email protected] with both your order number and the full correct shipping address - our team will send an invoice via email for the reshipment fee and will proceed with processing the new shipment upon confirmation of receipt. 

Please note that we are unable to ship to a P.O. Box.

If your order arrives to you with anything wrong, we'll gladly replace the items at no extra cost to you.

For damaged items: Please send pictures and/or video to [email protected] clearly depicting any product damage for our team to review. Item replacement is up to our discretion - minor defects/damages to packaging is not covered. 

For missing/incorrect items: Please send pictures and/or video to [email protected] displaying all items that have been received in your order, along with the packaging your items arrived in for our team to review.

All replacement requests must be submitted via email no later than 15 days past the delivery date posted on your tracking number. Inquiries submitted after this timeframe may not be eligible for a replacement.


Please note that free gifts are shipped only on orders that qualify for said gifts. Adding ineligible gifts to your order, or removing the eligible products in your order and retaining the gift portion will not be honored on shipments, and you may be charged the full item price for the product.

Returns can be made for orders placed on cleanskinclub.com within 60 days of the date of purchase.


To begin your return, please email our customer service team at [email protected]. Please include the following information in your request:


  • Order Number

  • Reason for Return

  • Product Name(s) & Quantity Being Returned

  • If Any Products Have Been Opened or Used, Please Indicate the Product Name and Quantity

Our free standard shipping threshold is $149+ USD. Your subtotal must reach the price minimum after a discount code (if applicable), and before taxes to qualify. 

If a discount code is applied to your order and the new subtotal does not reach $149+ USD, the order will no longer qualify and shipping will be charged. 

If you are paying with a different currency, please ensure your order reaches the price minimum when converted to USD to qualify for free shipping. 

Our shipping rates are:

  • Standard delivery: $8.95 USD
  • Premium VIP delivery: $9.95 USD
  • Hawaii/Alaska/Puerto Rico delivery: $37.95 USD

Please note:

  • Standard and VIP rates apply only to the continental US.
  • Free shipping rates ($149+ USD) apply only to the continental US and Canada.
  • We do not currently offer international shipping.
  • Hawaii/Alaska/Puerto Rico residents: We recommend purchasing through Amazon for more competitive rates.
  • We are unable to ship to a P.O. Box or to the Virgin Islands.

General

You may not have activated your account yet! Placing an order will not automatically create an account for you - if you are unable to log in, please try to create an account using the email address you place your orders with. If you are still unable to access your account, please contact our customer service at [email protected] for further assistance.

Please double check that the email address associated with your account matches the email address that was used to place your order/subscription. If these email addresses do not match, please create an account using the email address used for your orders - when you log in, your orders/subscriptions will automatically import.

Unfortunately points are non-transferrable between accounts. We recommend placing all subscriptions and one time purchases under the same email address to keep all your earned points in the same place.

Points redemption is accessible from your rewards portal by clicking on the specific promotion you would like from the rewards menu - please note that the generated codes will specify whether they are applicable towards new subscriptions or recurring shipments.. 


Discount codes can be redeemed on one time purchases (unless otherwise specified). Subscription items, bundles, and other products that already have a discount applied to the price are not eligible for additional discounts from a code redemption.

Please note that discount codes cannot be stacked, and we are unable to adjust your order to a different discount code once placed.

Shipping insurance protects your order in the case of a lost, stolen, or missing delivery. 

If your order has been marked as delivered but it has not been received and you have insured your order, please contact our customer service team to begin a request for a reshipment. 

Shipping insurance is not a mandatory purchase, and may be removed from your cart prior to checkout if you do not wish to protect your order. However, without insurance in place, reshipments will be on a case by case basis, and we reserve the right to not proceed if an order has been confirmed as delivered.


Please allow up to 2-5 business days for order fulfillment from our warehouse. Standard shipping is 3-5 business days, barring any carrier delays due to weather or other issues. 


We are not responsible for any carrier delays or damages that may occur during the transit process once a package has left our facilities.


Please note that standard shipping applies to the continental US only.




Orders are eligible for a refund or return up to 60 days past the date of purchase. Our policy extends to orders placed on cleanskinclub.com only - orders made with other authorized retailers will need to be returned or refunded by them directly. 


Please note that in order to qualify for a refund on an entire order, all items, regardless of whether they have been opened or not, must be returned to us. Failure to return all items will result in ineligibility for a refund or replacement on the items not received. 


Our 60 day policy also applies to the following issues - as long as the order is still within the policy window:


 - Lost or stolen orders

 - Mis-delivered orders

 - Damaged orders


For US/Canada returns, a $5 fee will be deducted from the refund amount towards the cost of the return label.

For international orders, all return shipping costs are the responsibility of the customer - this will include any duty fees. We do not refund shipping on orders where the incorrect shipping address has been provided.


All original shipping fees are non-refundable if an order has been marked as shipped, except in the case of lost, stolen, or missing orders.


Our team will provide you with a prepaid shipping label only - you may reuse the original packaging that your order was delivered in, or find alternative packaging to ship your return using the label provided. 

Please return your order within 10-15 days of the date you receive your return label - orders shipped outside this timeframe will not be eligible for a refund.

We only replace items if they are defective or damaged to the point of being unusable. Our replacement policy is only applicable towards items purchased directly from www.cleanskinclub.com. If you need to exchange it for the same item, kindly send us an email at [email protected] to get started.

Products

The Clean Towels XL Original are 100% bio-based made from viscose. The fabric is certified OK biodegradable marine, OK biodegradable water, OK biodegradable soil, and OK compost home by TÜV AUSTRIA. 

The Clean Towels are designed for single-use in order to limit the transfer of bacteria to your face after cleansing. However, how you choose to use them is entirely up to you! 

The Clean Towels have multiple uses but are primarily used to dry your face after cleansing for a bacteria-free towel each time. Use wet as a cleansing cloth paired with your cleanser, and with makeup removing balms, oils, and face masks for additional exfoliation.

Our Clean Towels look and feel much different than paper towels. They are substantially softer and pliable, thus considerably more gentle on the skin. Paper towels are more stiff, rough, and abrasive to the skin. Also, paper towels can be easily torn or broken apart, where our Clean Towels are tear resistant and much more resilient to force and abrasion. Our Clean Towels are made of premium viscose sourced from sustainable eucalyptus plantations (or bamboo depending on the version you select).

No, they are a dry, fragrance-free, disposable towel. The Clean Towels have multiple uses but are primarily used to dry your face after cleansing for a bacteria-free towel each time. Use wet as a cleansing cloth paired with your cleanser, and with makeup removing balms, oils, and face masks for additional exfoliation.

⁠Biodegradable time varies due to many environmental factors, such as heat, humidity, oxygen levels, moisture, temperature and the presence of other organic materials.

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