Many customers mention quick delivery, neat packaging, and helpful staff. Several reviews point to good prices and an enjoyable unboxing. A repeated complaint involves unexpected import or customs fees and limited support for international orders. Some reviewers also flag product problems such as near-expiry items and goods they suspect are not genuine.
Examples from available reviews (Jan 2021 – Mar 2026).
Great service, quick delivery and attractive packaging.
“Great service, quick delivery and such cute packaging!”
Happy with product, brilliant service, competitive pricing, and very fast delivery.
“BRILLIANT SERVICE product competitively priced”
Unexpected high import charges and poor handling made the company seem dishonest.
“Massive import duty charges which are not explicit on website”
Customer suspects the Skinceuticals product received was not genuine.
“the product that arrived didn't seem genuine.”
Many reviews describe quick replies, fast resends, and agents who fixed delivery issues without delay. Other entries recount rude or dismissive exchanges and complaints that never got resolved. Overall, the feedback mixes many strong service experiences with a smaller set of clear negative incidents.
Several shoppers call out competitive pricing and occasional free delivery on first orders. A noticeable group of complaints points to large, unexpected import or customs fees that cut into the value or cancel it out. These fees show up repeatedly in low-rated reviews and mainly affect cross-border orders.
Many reviewers say ordering feels straightforward and praise the careful packaging, often with free samples or small gifts. One review says the online skin analysis gave unsuitable recommendations; this type of usability complaint shows up rarely. Overall, delivery touches like packaging and freebies earn steady praise.
Several reviews raise product issues, including items close to expiry, a degraded look, and suspected counterfeit goods. Others say the products seem authentic and note visible early results after first use. As a result, quality feedback includes both positive checks on authenticity and specific faults.
Many customers like the clear updates and fast support, including cases settled within 24 hours. A smaller but repeating group reports emails about returns going unanswered and says the company would not look into customs charges. Communication ranges from quick, helpful back-and-forth to queries that never get a reply.
Reviews split sharply: many five-star notes on reliable fulfilment and nice packaging versus several one-star complaints about customs fees, staff attitude, or product authenticity. This pattern suggests steady strengths in domestic fulfilment, alongside repeated negatives linked to international duties and occasional quality or service breakdowns.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (20) · Reviews (19) · Reviews (1) · Quotes shortened · As of: March 2026
Customer service was dismissive and promotions were misleading and frustrating.
“deflection and zero action”
Company did not respond to repeated emails requesting a returns address.
“have not had any reply”
The online skin analysis became unusable and gave unsafe product recommendations.
“the recommendations the analysis gave me was ALL the products I can't use”
Reviewer is sad the shop closed yet still rates the experience highly.
“So sad theyve closed down but honestly 10/10”
Reviewer praises friendly staff and a clean tattoo shop with good tattoos.
“Very well good staff and good tattoos”
Used company twice and appreciated their service, communication, and fast delivery.
“really like their service and communication.”
Fast international shipping and a happy purchasing experience overall.
“Very quick shipping, I received the item in Australia in 1 week in perfect condition.”
Customer praised quick replies, easy website, promotions, and timely delivery.
“Excellent customer service, communication with store is easy, they reply quickly”
Product arrived near expiry, suggesting old stock despite quick customer service.
“had only a few months left until the expiry date stamped on it.”
Reviewer experienced rude and unhelpful customer service when buying products.
“very rude customer service and lazy to help”
Happy with product, brilliant service, competitive pricing, and very fast delivery.
“BRILLIANT SERVICE product competitively priced”
Customer was charged customs and customer service refused to help or investigate.
“AVOID purchasing from them if you live outside UK”
Customer service representatives resolved the issue within 24 hours effectively.
“within 24 hours they sorted everything out for me!”
Pleasant ordering experience with good prices, prompt delivery, and thoughtful packaging.
“the parcel always comes wrapped beautifully, with enchanting surprises and freebies”
Reviewer states simply that the service was terrible.
“Terrible service”
Customer paid an unexpected customs fee on a small purchase abroad.
“Bought something for €16, had to pay €10.50 customs on it.”
First order impressed by product range, packaging, freebies, and free tracked delivery.
“Brilliant selection of products, really good prices,”
Customer service was kind and efficient when a delivery went missing.
“Excellent customer service when my delivery got lost, really kind and efficient.”
Unexpected high import charges and poor handling made the company seem dishonest.
“Massive import duty charges which are not explicit on website”
Customer was charged a large import fee making the purchase uneconomical.
“I ended up getting charged 40 euro import on a 90 euro product.”
Customer praised helpful and generous customer service during delivery problems.
“Amazing customer service, so helpful and generous when I had problems with my delivery”
Product appeared old or degraded, with vitamin C serum brown instead of clear.
“My vitamin c serum is DARK Brown when it should be clear when new.”
Customer suspects the Skinceuticals product received was not genuine.
“the product that arrived didn't seem genuine.”
Regular orders arrive on time and customer service promptly resent lost goods.
“Sofort kam die Antwort, dass die Ware noch mal geschickt wird.”
I am writing this because my last experience with the Skincity Company is a warning for everyone else. I bought LAVENDER & TEA TREE BODY POWDER from their site and was very eager to get it. It arrived fine, but when I started using it, it didn't smell like lavender at all. I went back to their website and saw that in the ingredients list there is no essential oil of lavender, only fragrance and coloring dye of it. I was following up to a refund but nothing happened. I got several excuses from them every time when they were supposed to give me a refund!
International shipping through UPS caused delays and high extra charges for customers.
“They use UPS, which is the worse company for international shipments”
Authentic cleanser shows visible improvement; good price and delivery.
“Genuine, authentic jan marini cleanser.”
Great shopping experience with reliable, quick shipping.
“Always a great experience shopping at Skincity.”
Excellent service and quick delivery despite royal mail disruption.
“Excellent service, items arrived quickly despite the disruption to royal mail.”
Ordering was easy and delivery was prompt.
“easy to place an order and delivered promptly x”
Great service, quick delivery and attractive packaging.
“Great service, quick delivery and such cute packaging!”
Wide product range with fast, free delivery and gift packaging.
“Fast and free delivery.”
Excellent service with a complimentary gift and great customer care.
“Excellent service and a beautiful complimentary gift included”
Nicely packaged order with free sample and Kokeshi doll included.
“It was packaged so nicely.”
Good product, reliable shipping, and pleasant packaging with gift.
“Nice product, good shipping, great packaging and lovely, unexpected gift :)”
Used product once so far and initial results are good.
“I only used it once so far so good”
Affordable first-time order with free delivery and extra gifts.
“Affordable and got free delivery”
Very pleased and loved the little touches with packaging.
“Absolutely amazing! And loved the little touched that came with the packaging”
Super quick delivery and cute free goodies; reviewer recommends Skincity.
“Super quick delivery and the free goodies you get are all super cute!”
Great product delivered quickly with cute makeup and tote bags.
“Great product, came so quick with a cute makeup bag and tote bag.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Skincity is an online retailer focused on skincare and beauty products. The store sells cleansers, serums, moisturisers, and sunscreens across multiple brands. Customers order through the website and receive home delivery in the local market and abroad. Product pages usually show the brand, a description, and the item size.