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FAQs

SPA

You may make an appointment through one of these platforms:

All our services are based on appointments only. Prior booking is required and subject to availability. Hence, we recommend all our clients to book their appointment(s) in advance to secure their preferred therapist and time slot.

Once your appointment is confirmed, you will receive a confirmation via email. You can confirm your appointment by replying to the email or confirm the appointment via the Porcelain Mobile Application.

Though we do not have a minimum age, we do not recommend facial treatments for clients under 13 years old. For clients aged 16 and below, parental consent is required before they may experience any Porcelain treatments.

We accept Visa, Mastercard, China Union Pay, American Express, Nets, Apple Pay, Google Pay, Android Pay, GrabPay, PayWave and Cash payment in local currency only.

Interest-free instalment plans are available with Atome and Pace.*

Your prompt arrival will help us ensure all clients receive full and quality service in a timely manner. We recommend that you check in at least 10-15 minutes prior to your scheduled appointment. 

In an event of a late arrival, Porcelain reserve the right to reduce the duration of the treatment accordingly or end the session on the scheduled time. Do note that full payment of the entire treatment will still be chargeable to the client. 

For late arrivals of more than 30 minutes, Porcelain will be regarded as No-Show and appointment will be cancelled automatically. 

We understand that there may be changes to your schedule. Should you decide to cancel or reschedule your appointment, please inform our Customer Relations Team at least 12-hours prior to your appointment. 
 
A reminder email will be sent to you 48 hours prior to your appointment. Our Client Relations Team will also reach out to you via Phone (Call or WhatsApp) 24 hours prior to your confirmation. Should there be a need, it is advisable to reschedule/cancel your appointment during the Confirmation Call or WhatsApp. 
 
Any cancellation or rescheduling after your confirmation will be regarded as Last Minute Cancellation. For Last-Minute Cancellation or no-show, there will be a charge of the full session of your appointment. 

If you have a preferred therapist, you may request during your appointment booking.  All requests are subjected to the availability of the therapist’s schedule at the point of request. 
 
In an event when your appointed therapist is on urgent or medical leave, we will arrange for the next available therapist within the same outlet for you. 

For first-time clients, please arrive at least 15 minutes prior to your appointment. You will be required to complete a medical indemnity form. 

For subsequent visits, please try to arrive at least 5 minutes prior to your appointment. Your prompt arrival will help us ensure all clients receive full and quality service in a timely manner. 

Yes! Our Share the Love referral program rewards you for sharing your love for Porcelain with your friends. Click here to find out more about our program  https://porcelainskin.com/share-the-love-referral-program/ 

Come visit us between: 11am – 9:30pm on weekdays 9:30am – 8pm on weekends

PRODUCTS

Our products are categorised by franchise, each developed to meet different skin needs.

  • Essentials – the backbone of everyone’s good skin condition, this category is suitable for all skin types.
  • Control – created to restore balance back to the skin, this category is best suited to problematic, acne-prone skin.
  • Soothe – formulated to provide the gentle touch and tranquillity that sensitive skin needs.
  • Plus+ – perfect for skin experiencing signs of premature ageing as it helps to protect the skin against ageing aggressors.

Yes, we do have product testers available at all our spas. Likewise, if you would like to bring back some home samples, feel free to reach out to any of our Spa Team and request for it.

If you are an existing package holder and would like to utilise your 10% discount for online purchase, please contact us at [email protected] for your unique discount code to redeem.

Yes. You will receive an exclusive birthday email on the day of your birthday. Please check your inbox/spam on the redemption details.

While all Porcelain Skincare products are mineral-oil free, some do contain natural oils. If your skin is prone to congestion and you would like to find out more about which products best suit you, please feel free to visit any of our spas to speak with our Skin Experts or reach out to us at [email protected]

Most of our products are Paraben-Free. However, where it is present, it has been added as a preservative to boost the product’s shelf life while maintaining its integrity and effectiveness. Rest assured that when formulating our products, your safety is our top priority.

Our products have not undergone any halal certification. However, we carefully formulate our products to use sustainable, lab-developed ingredients wherever safe and effective.

Though our products are not certified organic, we do incorporate organic ingredients in our products. Where safe and effective to do so, we choose to use sustainable, lab-developed ingredients.

Yes, our products are safe for pregnant and breastfeeding mothers.

We are a local brand that manufactures our products in the United States, Hong Kong, Taiwan, and Japan.

ORDERS

After you place your order, you will receive a confirmation email from PORCELAINSKIN.COM within 15 minutes informing you that your order has been received.

If you do not receive a confirmation email after 15 minutes (please ensure the email was not sent to your junk folder), it means we have not received your order and no payment has been received by PORCELAINSKIN.COM. You will then need to place a new order.

Likewise, you may contact us at [email protected] or on live chat for further assistance.

We regret to inform you that once an order has been paid and confirmed, you are unable to amend your order.

We accept Visa, Mastercard and GrabPay. Interest-free instalment plans are available with Atome and Pace.*

PORCELAINSKIN.COM does not store any customer’s card information. All card information is directly transacted in a secure manner to PayPal or Stripe, our payment gateway providers.

Please try again and ensure that all details such as your card number, expiry date, etc. are correctly filled in. If the problem persists, you may wish to contact your issuing bank or try an alternative payment mode.

SINGAPORE – The local Goods & Services Tax (GST) of 7% is automatically applied to your order in accordance with Singapore tax regulations. You are not required to pay for any additional costs.

INTERNATIONAL – Please note that deliveries outside of Singapore may be subject to customs inspection and the assessment of tax and duties in accordance with local legislations. You or the shipping recipient may be required to pay additional charges by local authorities. We are unable to offer any assistance or advice should this occur. Please check with your local authorities on your tax responsibilities and rights before placing an order.

In the event that taxes and/or duties are incurred and you refuse to accept delivery of the shipment, you will have to bear the charges for all return charges, including any return taxes and/or duties incurred.

DELIVERY

We ship worldwide to almost every destination. Some items cannot be shipped overseas due to regulations that prohibit the transport of goods that can be considered dangerous. If you face any difficulties placing an international order, please contact us at [email protected] for assistance.

All orders purchased from PORCELAINSKIN.COM are shipped from Singapore.

We currently offer 2 delivery options in Singapore, with order tracking services.

  1. Standard Delivery (1-3 working days)
  2. Next Day Delivery (1 working day)
    *Only available upon request. Top-up of delivery charges is applicable

Deliveries are made between Monday to Friday from 10am – 7pm (GMT+8).

For all Singapore orders, enjoy complimentary shipping for orders above $60. For orders below $60, a standard delivery fee of $3.90 applies.

International shipping charges varies accordingly to countries.

Malaysia
Enjoy complimentary international shipping for orders above S$200. For orders below S$200, a standard delivery fee of S$20 will apply.

Philippines, Japan, Indonesia, Hong Kong, China, Cambodia, Brunei, South Korea, Taiwan, Vietnam
Enjoy complimentary international shipping for orders above S$200. For orders below S$200, a standard delivery fee of S$30 will apply.

Australia and United States (US)
Enjoy complimentary international shipping for orders above S$300. For orders below S$300, a standard delivery fee of S$50 will apply.

For other countries that are not covered by your location, Please email us at [email protected] to assist you further.

We offer express delivery (1 working day), available upon request. Do note that it will incur additional delivery charges.

As soon as your order has been shipped, you will receive a Shipment Notification email that includes your carrier, estimated delivery date and an order tracking number.

Do note that standard deliveries within Singapore can take between 1 to 3 working days to reach you. If you are experiencing delays in receiving your order, kindly contact us at [email protected] for further assistance.

Before placing your order, we recommend informing us of any special requirements you may have for delivery(i.e. to deliver between 12-3pm only) in the Order Notes section of the check out page. This would help minimise the occurance of a failed delivery.

Should a failed delivery occur, don’t worry! We will attempt to re-deliver your order on the next available date. If both delivery attempts fail, you would incur a re-delivery fee.

Please feel free to reach us at [email protected] if you would like to schedule a new delivery appointment or amend your delivery address.

Unfortunately, as PORCELAINSKIN.COM runs on a different stockist from our spa outlets, pick-ups are currently not available.

You can expect your order to arrive within 1-3 working days after order has been made.

RETURNS & EXCHANGES

We hope you enjoy what you have ordered. Due to the nature of the products and the fact that it is difficult to be certain, even on inspection, if an item has been opened or the packaging compromised in any way, we do not accept returns or exchanges.

However, if you have received a defective or incorrect item, please contact us within 10 days of purchase at [email protected] with your order number and information on the ordered item(s) for a refund or exchange.

Please do not discard defective items as we will need to collect it back. We regret that we are unable to refund your original shipping charges unless the return was a result of our error.

We advise you to look through the ingredients list carefully before making a purchase. We strongly advise you to perform a skin patch test before using the product. Should you develop any adverse reaction (such as rash or irritation); do not continue to use the product. Seek medical treatment if your symptoms do not resolve satisfactorily.

Your payment will be refunded to your original mode of payment within 14 working days after we have received your items. Please note that the processing time may vary for different issuing banks and it may take slightly longer than 14 working days. You will receive a notification email when your refund has been processed.

Kiss & Tell Referral Rewards Program

FREE SHIPPING

Enjoy complimentary shipping on all Singapore orders with SGD$60 spend. Promotion is only valid on PORCELAINSKIN.COM. Shipping charges do not qualify towards the minimum purchase. Shipping charges will automatically be deducted for eligible orders at checkout.

GIFT WITH PURCHASE

Enjoy a complimentary 2-day Bio-DNA Defence Aqua Gel Kit with every purchase. Promotion is only valid on PORCELAINSKIN.COM. No promo code is required, complimentary gifts will be automatically added for eligible orders at checkout. While stocks last!

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