Frequently Asked Questions

Frequently Asked Questions

My Account
How do I create 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.

Why doesn't the system recognize my email when I try to log in to my account?

If you receive a message that your email address is not valid in our system, this means that you do not yet have an account online. This is possible even if you’ve placed orders or received our email newsletters in the past. Creating an account online is optional. If you’d like to create an account, start here.

How do I recover 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 then clicking on the "Forgot Password" link located under the "Returning Customers" section.

How do I update my account information?

You can update your account information by clicking here or you can call one of our skincare specialists at 1-800-796-SKIN.

To change the address associated with your autoship replenishment service, please call a skincare specialist at 1-800-796-SKIN.

How do I subscribe to IMAGE Skincare emails?

To receive special offers and exclusive tips and content on the science of IMAGE NOW. Age Later., subscribe to our newsletter. Clicking here to subscribe.

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 Skicare email.

My Orders & Returns
What is the status of my order and how can I track it?

Orders are typically processed and shipped within 2 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.

What is your return policy?

Returns are accepted within 30 days of receipt.

Any product issues must be reported within 14 days of shipping.

*Returns must include all products shipped, including any gift with purchase, promotional products or samples.

We will refund the purchase price paid for the item(s) plus any tax paid on the item(s), less any discounts, rebates, credits or refunds already given to you in connection with such products.

In the event that you return part of a kit, we will refund the portion of the purchase price allocable to the product you are returning.

We cannot accept returns on products that have been heavily used.

Original shipping and handling charges are non-refundable (if applicable).

Products specified as non-returnable or not for resale cannot be returned.

Please allow 14 business days for IMAGE Skincare to receive and process your return.

Products must have been purchased directly from Perricone MD (our website or our toll-free number 1-800-796-SKIN). We cannot accept returns of products purchased from other retailers.

Our product return/exchange location is:
IMAGE SKINCARE Returns
7130 Seacrest Blvd.
Lantana, Florida, 33426

 

Should you decide to return a product please email our Customer Care team at customerservice@imageskincare.com with the following information:

  • A copy of your order
  • Order #
  • Full name
  • Email address
  • Phone number
  • Reason for return/exchange

Failure to include this information will delay processing and/or your return will be sent back to you.

We are unable to mail return labels to international addresses. International customers are responsible for return shipping costs.

Price adjustments will be honored for recently purchased items up to 14 days post purchase.

How does the money back guarantee work?

We want you to be 100% satisfied with your purchase, and stand by the quality of our products. Should you for any reason be unhappy with your purchase we will promptly issue a refund to your credit card or exchange an unsatisfactory product for another one. Please see our returns & exchanges policy for additional information.

Can I change or cancel my order?

Once an order is placed online or by phone, there is usually less than an hour after that point that we can access your order to cancel it and/or remove items. To request to cancel an order or make an adjustment, please call 1-800-796-SKIN within one hour of placing your order so a skincare specialist can help.

What if my order was damaged in shipment?

If you receive a damaged or defective item, we will be happy to send you a new product, simply call or email customer support.

To speak with a IMAGE SKINCARE customer support representative, call 1-800-796-SKIN.

Monday thru Friday: 9AM - 6PM EST

To email a IMAGE SKINCARE customer support representative, contactcustomerservice@imageskincare.com. 

Shipping Details
What are shipping options and costs?
Domestic US Shipping Options and Pricing:
Standard US Shipping Arrives within 5-7 business days FREE
US - 2nd Day Air Arrives within 2-3 business days (order cutoff 1pm EST) $16.50
US - Next Day Air Arrives within 1-2 business days (order cutoff 1pm EST) $26.50
Hawaii, Alaska - Standard US Shipping Orders over $50.00 Free Shipping. Orders under $50 - $5.95 Shipping.

 

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

No, we do not offer this service.

How do i track my order?

Once your order has shipped, you will receive an email confirmation with tracking information.

Shopping Online
Does IMAGE SKINCARE offer free samples?

While we do not send free samples.

How do I request a free skincare consultation?

For a complimentary skincare consultation at any time, we encourage you to take our online consultation here. For a more personalized consultation, we encourage you to speak with one of our highly trained IMAGE SKINCARE specialists by calling 1-800-796-SKIN during call business hours.

What are my payment options?

We accept the following forms of payment:

  • American Express
  • Discover
  • MasterCard
  • Visa
  • PayPal
  • ApplePay
How is sales tax collected?

IMAGE SKINCARE is required to collect sales tax on the purchases made in the USA where applicable by state and/or local tax laws. If your order has more than one shipping address, sales tax will be applied to the individual items in your order based upon the specific ship-to destination.

Auto Delivery Service
What is Auto Delivery?

IMAGE SKINCARE Auto Delivery is the most convenient way to get beauty delivered to your door, and enjoy all the benefits of our complimentary Auto Delivery program with 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 Auto Delivery section under My Account. Please allow up to 24 hours for any updates or cancellations to process.

Please don’t hesitate to contact Customer Care Representatives and Skincare Specialists with any questions about how to set up an Auto Delivery account or find the perfect skincare regimen here.

How do I join Auto Delivery?

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

What will happen after I join Auto Delivery?

Once you join Auto Delivery, you will be sent an email confirmation with a link to the  Auto Delivery section in your account where you can manage your future orders.

You will also receive email notifications regarding other important information related to your Auto Delivery account as well as order confirmations.

We will send your Auto Delivery 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 Auto Delivery order. 

How do I make changes to my Auto Delivery order?

To Change Your Shipment:

To change your delivery, sign in and access My Account, go to Auto Delivery 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 Auto Delivery under Order Information and click Cancel. You will be prompted to confirm. Your Auto Delivery 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 Auto Delivery account information?

To review or modify your Auto Delivery account information, visit Auto Delivery located within your account.

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 Auto Delivery program, please visit the 'My Auto Delivery' tab to edit details.

What is the difference between the ‘Upcoming Orders' and ‘My Auto Delivery 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 Auto Delivery, if the items have the same order date, shipping address, billing address, and payment information.

The 'My Auto Delivery 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 Auto Delivery 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?

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

If you’ve added additional Auto Delivery items and want them to ship in the same order, simply visit the 'My Next Order' tab in the Auto Delivery 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 account, find your item and choose the Add This to My Order button. When you click, you will have the option to add the item as one-time only or as an Auto Delivery. You can also find these instructions in the 'My Next Order' tab in the Auto Delivery section of your account.

What types of payment are accepted for Auto Delivery?

All Auto Delivery subscriptions require a credit or debit card payment. Alternative payment forms, such as PayPal, cannot be accepted.

Auto Delivery Terms

Auto Delivery 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 Auto Delivery, visit customerservice@imageskincare.com or call 1-800-796-SKIN.

Other Ways to Shop
Are IMAGE SKINCARE products sold in stores?

No. Our products can be purchased on our website, call center and our network of professionals with locations across the United States of America..

To find the professonal nearest you, please use our PRO Locator.

How do I request a catalog?

Although the most comprehensive product information about our full range is available online, we occasionally have printed material or pamphlets featuring select products. To request a copy of a catalog should we print them in the future, please call 1-800-796-SKIN.

About IMAGE SKINCARE
 
Product, Skin & Health Questions
How do I choose the 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. If you need assistance finding the products that best meet your skincare goals and needs, we encourage you to take our online skin consultation, which is available 24 hours a day. Based on your answers, this four-question quiz will provide you with a custom prescription for healthier, more youthful skin.

Additionally, for the most personalized recommendations, you can speak with a Perricone MD skincare specialist by calling 1-800-796-SKIN.

Are IMAGE SKINCARE products safe to use before and after a cosmetic procedure?

If you are under the care of a medical doctor for a skincare prescription, cosmetics procedure or pregnancy, we recommend that you consult with your physician or obstetrician beforehand to determine what is appropriate for you. Once you have obtained the information, we would be happy to confirm which products meet those specifications.

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.

In what order should I apply products?

For maximum product efficacy, please follow the application process outlined on the "Application" tab, found on any individual item’s product information page.

Where can I find answers to questions regarding a specific product?

On each product’s information page, there is a Q&A tab that may contain the answer to your question. If you don’t see you answer, please consult one of our skincare specialists by calling 1-800-796-SKIN.

Why is there a medicinal or “fishy” scent to some of the products in your line?

IMAGE SKINCARE products are formulated with the highest quality ingredients, some having natural medicinal scents. Our commitment to formulation integrity and maximum effectiveness means that sometimes the scents cannot be masked, but should dissipate after application. If the scent of a treatment does not dissipate a few minutes after applying it and following with your moisturizer, then you may need to reduce the amount you’re using at a time so it absorbs completely.

Does IMAGE SKINCARE test products on animals?

IMAGE SKINCARE does not test on animals nor do we believe in the practice. We are one of many beauty brands that are sold internationally including in China and you may be aware that the Chinese government tests imported wholesale cosmetics by law, but products ordered from Perricone MD and shipped directly from us to our customers throughout the world are not tested on animals. Some of the products’ ingredients are not considered vegan in case this is a related concern.

Are the products gluten-free?

Most Perricone MD products do not contain gluten. Exceptions that do contain gluten are Face Finishing Moisturizer, Deep Moisture Therapy, Hypoallergenic Eye Cream, No Foundation Foundation, No Lipstick Lipstick, and No Mascara Mascara.

Do your products contain parabens?

The current range of Perricone MD products you’ll see on our website are paraben-free. One exception that is still preserved with parabens is the Neuropeptide Facial Cream which is sold exclusively at QVC and The Shopping Channel.

How long before I see results?

With many of our products, results may be visible within minutes. Over time with consistent daily use, results become cumulative and even more dramatic. For most clients, noticeable improvement is reached after one month of using the products daily.

Do you have non-chemical sunscreen in your products?

We use a non-chemical, mineral-based broad spectrum sunscreen containing titanium dioxide and/or zinc oxide in all of our SFP products which include Photo Plasma, Face Finishing Moisturizer Tint, and the No Makeup Skincare products.

Physicians Care
Are IMAGE SKINCARE products safe to use before and after a cosmetic procedure?

If you are under the care of a medical doctor for a skincare prescription, cosmetics procedure or pregnancy, we recommend that you consult with your physician or obstetrician beforehand to determine what is appropriate for you. Once you have obtained the information, we would be happy to confirm which products meet those specifications.

Why is there a medicinal scent to some of the products in your line?

IMAGE SKINCARE products are formulated with the highest quality ingredients, some having natural medicinal scents. Our commitment to formulation integrity and maximum effectiveness means that sometimes the scents cannot be masked, but should dissipate after application.

Are Perricone MD products safe to use during pregnancy?

IMAGE SKINCARE products have not been tested on women who are pregnant or nursing. Although IMAGE SKINCARE does not foresee any problem with this, it is important that you know that they have not been tested. Each ingredient has been independently tested and deemed safe for topical application. It is best to avoid Vitamin A topical application while pregnant. Our HP Evening Repair contains retinol, so we would advise to avoid that treatment.

And should you have any further questions related to your pregnancy on cosmetic ingredients in IMAGE SKINCARE or any other products, we recommend that you consult with your physician or obstetrician. She or he will know you and your pregnancy best and can work with you to ensure you have a safe and healthy pregnancy.

Are your supplements gluten-free?

Yes, all of our supplements are gluten-free.

Are your supplements made in the U.S.A?

Yes, all of our supplements are made in the U.S.A.

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