Support
Help and answers
The questions we are asked most, and how to reach a person when the answer is not here.
Scans and scores
What does a face scan actually measure?
The app analyses images of your face to produce skin readings — hydration, redness, pores, fine lines and others — and combines them into a SkinIQ Score. The readings describe what is visible in the image at that moment. They are not a diagnosis, and the app is not a medical device.
Is my face used to identify me?
No. Images are analysed to produce readings only. We do not build a facial-recognition template from them and we do not match you against any database.
How long are my scan images kept?
They are not kept. Your photo is sent to our third-party skin-analysis provider in the European Union and deleted as soon as the analysis is complete. Only the readings and scores derived from it stay, for the life of your account, so that your history and forecasts work.
Why did my score change between two scans?
Readings respond to lighting, camera distance, time of day and recent skincare as well as to your skin. Scan in consistent conditions if you want to compare two readings fairly, and read the trend over several scans rather than the gap between any two.
Membership and billing
Is there a membership?
Not at the moment. The SkinIQ scan and the AI Coach are free in the app, and you pay only for the products you order.
I had a membership. How do I cancel it?
Email [email protected] from the address on your account and we will cancel it straight away. Deleting your account also cancels it.
Orders and delivery
Where do you deliver?
Orders are fulfilled within the UAE. Delivery windows and any fee are shown at checkout before you pay.
Can I return a product?
Unopened, unused products in their original sealed packaging can be returned within 14 days of delivery for a refund or exchange, under UAE Federal Law No. 15 of 2020 on Consumer Protection. For hygiene reasons opened skincare cannot be returned unless it is faulty. If an item arrives faulty, damaged or wrong, email us within 3 days with photographs and we will replace or refund it.
Your account and data
How do I delete my account?
In the app, open Profile (your picture at the top left of the Home screen), tap Delete account and type DELETE to confirm. You can also email us from your registered address. The Delete your account page sets out both routes and what happens to each kind of data.
How do I get a copy of my data?
Email [email protected] from the address your account is registered to. We will verify the request and respond within the period our Privacy Policy sets out.
Where is my data stored?
Our servers and database run on secure cloud infrastructure. Face photos are analysed by our third-party skin-analysis provider in the European Union and deleted as soon as the readings are ready. If you allow the AI Coach, your Coach messages and skin readings are processed by a third-party AI service in the United States. Section 10 of our Privacy Policy explains the safeguards.
Still need help?
Email us from the address your account is registered to and we will have everything we need to help on the first reply.