Frequently Asked Questions

  • Are bookings refundable once paid?
    No. Once a booking has been confirmed and paid for in full, it is strictly non-refundable.
  • What if I can’t attend my appointment?
    You may attend at a later agreed date (subject to availability), send someone in your place, or transfer/sell the package. Responsibility for any transfer rests with the client.
  • Can I request a chargeback or payment reversal?
    No. Chargebacks and payment reversals are not permitted under any circumstances.
  • How long do I have to return a product?
    Products may be returned within seven (7) days from the date the client receives the product.
  • What condition must the product be in?
    Products must be unopened, unused, undamaged, in original packaging, and with the seal intact.
  • Are opened, sale, or personalised products returnable?
    No. For hygiene and safety reasons, opened, used, sale, or personalised products are non-returnable and non-refundable.
  • Is a deposit required to secure an appointment?
    Yes. A 50% deposit is required for first-time clients.
  • When is my appointment confirmed?
    Appointments are only confirmed once payment has been received.
  • What happens if payment is not made in time?
    If payment is not received at least 24 hours before the appointment, the booking may be cancelled without notice.
  • What happens if I arrive 0–15 minutes late?
    Your treatment time will be reduced accordingly, with no refund or rescheduling.
  • What happens if I arrive more than 15 minutes late?
    Your appointment will be forfeited, and no refund or credit will be issued.
  • What if I don’t show up?
    The full appointment fee or deposit will be forfeited, with no refunds, credits, or rescheduling.
  • Can men also use these products?
    Skin lab is for both men and women.
  • Where is the brand from?
    Proudly South African.
  • Why do I need a skin consultation?
    A skin consultation is not only done for the skin professional to understand your skin and know the history of your skin, but it’s done so that she can educate you on your skin and why you need to use certain products with certain ingredients.
  • How long before I see results?
    This depends on your skin and what we are treating. If you stick to your daily routine you will feel a difference in the first week but may only see visible results after one month.
  • Will I have to restock monthly?
    No, each product should last you 3 to 4 months. A little really does go a long way.
  • Do I have to use my products morning and night?
    For optimal results, yes.