Help Centre & FAQ

Shipping is available in Canada from our Canada Warehouse. After 1 business day processing, please allow for the below approximate time frames: 

Standard Canada Tracked Shipping - $6.99 (2-8 business days*) - FREE on orders over $50.

*Please note the above shipping timelines are estimates and not guaranteed. Sometimes there may be delays – e.g. carrier delays, logistics, bad weather or things out of our control. Our team can be reached via our contact us page with any further queries you have.  

We are a certified carbon net zero company, so your shipping is planet friendly. 

We offer free Standard Shipping on orders over $50.

After 1 business day for processing, please allow 2-6 business days* for delivery.  

Please note the above timeframes are estimates and cannot be guaranteed. 

All Canada orders are shipped from our warehouse in Canada and are not subject to any tariffs or duties.

Please allow up to 1 full business day for processing in our warehouse. Please note this does not include weekends and public holidays. Orders placed after 4pm on Friday and into the weekend will be processed on Monday.

All Canada orders are shipped from our Canada warehouse in Mississauga, Ontario.

If your order is showing as unfulfilled, this means it hasn’t yet shipped from our warehouse. Please allow up to 1 business day for your order to process through our warehouse and be picked up by our carrier. 

We’re sorry to hear this! Please do check in with members of your household, neighbours and around the property to see if this has been taken in on your behalf. The tracking link sent to your email when your order was shipped should indicate where your parcel has been left! If you are still unable to locate your order, please contact help@theinkeylist.com and we will be happy to help.

A ‘Fulfilled’ order status means your order has shipped from our warehouse and is now in transit to you with our carrier! This does not mean your order has been delivered to your address. For further tracking information, please refer to your tracking link found on your order or in your shipping confirmation email.

Please beware of any fraudulent SMS and/or emails prompting you for payment to redeliver. Our carriers would never request a payment from our customers to redeliver your order. Any messages of this nature are not associated with The INKEY List and we would advise to report any fraudulent messages you receive. If you are unsure, please check your tracking information for the status of your order and email our team at help@theinkeylist.com who provide further clarification. 

Yes! Please email us at help@theinkeylist.com using the email address used to place your order.

As of May 2022, The INKEY List operates a 60-day satisfaction guarantee. If you aren't satisfied with The INKEY List products, we will help you find an alternative product or give you your money back!

• Guarantee is valid 60 days from when the customer receives their order.
• Only valid on purchases made on ca.theinkeylist.com
• Customer's must have used at least 1 product to be eligible to claim.
• Customers can only claim up to 3 times per year per customer.
• 1 claim valid per product
• No return of products is necessary to be eligible to claim.
• We reserve the right to deny any claim if the customer does not follow subsequent advice.

We don’t currently accept returns. 

If you have used the products and finding they are not suitable for you, you may be eligible for our 60 day satisfaction guarantee. If you have received your products within the last 60 days and aren’t happy with the results, please reach out to our askINKEY team at ask@theinkeylist.com so they can assist you with your routine.

We are unable to accept any product returns once they have been received. If you have used the products and finding they are not suitable for you, you may be eligible for our 60-day satisfaction guarantee. If you have received your products within the last 60 days and are not happy with the results, please reach out to our askINKEY team at ask@theinkeylist.com so they can assist you with your routine.

We’re sorry to hear you aren’t quite satisfied with your new products. As of May 2022, The INKEY List operates a 60-day satisfaction guarantee. If you aren't satisfied with our products, we will help you find an alternative product or give you your money back! All you need to do is get in touch with our askINKEY team at ask@theinkeylist.com

Once your refund has been processed, this will show in your account within 5-7 working days depending on your banking provider. If your order has been returned to us by the carrier, the refund will be processed within 14 working days of the order being delivered back to us. 

Once you have placed your order, you will receive an order confirmation email. Click ‘View my Order’ in the confirmation email to see the status of your order in our warehouse. Once the order has shipped, you will receive a shipment confirmation email, along with your order status being updated with your tracking information. Please note – we advise 1 full business day for processing your order in our warehouse! You can also see the status of your order in your myINKEY account.

We’re sorry to hear you wish to cancel your order. We only have 30 minutes tobe able to request a cancellation within our warehouse before it is processed. Please do reach out to the team at help@theinkeylist.com to request a cancellation, along with the cancellation reason, and we will do our best to help.

We don't currently offer product samples however we do have 50ml versions of our bestselling cleansers. If you take a look at our Skincare Quiz this will help you to pick out products suitable for your skin type and to help target your concerns. You can find this here; Skincare Quiz

Make sure you have selected the correct region to view the correct availability of items. 

Once you’ve completed our Skincare Quiz or found the products for your skin, you’ll need to click 'Add to Bag’. You can either continue shopping or click 'Your Cart’. Once at your cart, you can then see the option to checkout. Please check all the items you wished to order are in your bag before proceeding to checkout! 

If you are logged into your myINKEY account then your address and payment options will automatically display in the checkout, making it quick and easy to complete the order. Please do double check your details before completing the order! If you don’t have an account, you’ll need to enter the details manually. 

At this stage you can also apply any promotional code, gift card or myINKEY points to your order total.  

Check everything is correct and you’re good to go. We will send you a confirmation email that we’ve received your order and another once it has shipped from our warehouse.  

If you have an myINKEY account with us, ensure you are logged into your myINKEY account to begin claiming and redeeming your rewards. 

We are unable to change any items in an order once it has been placed. If you have missed an item off your order, please do reach out to our team at help@theinkeylist.com and they will be able to assist you further.

We only have 30 minutes to be able to make address amendments once the order has been placed. Please do reach out to our team at help@theinkeylist.com to see if this is still possible.

If your order has been automatically cancelled after a successful checkout process, this may have been automatically flagged as a potentially fraudulent order by our payment provider. Please try a new payment method to complete your purchase from us and ensure your address matches the address registered to your chosen payment method. 

If your payment was unsuccessful at checkout due to a technical error, incorrect details or insufficient funds, the transaction will be pending from your chosen payment method,and this will bounce back shortly. If the transaction is successfully deducted from your account, but you never received your order confirmation from us, please contact our team at help@theinkeylist.com along with your full name and shipping address.

We are so sorry to hear this! Please reach out to us explaining the damage to help@theinkeylist.com, along with an image and your order number. Our team will be happy to help you. 

Not all of our products come with seals but the ones that do are there to prevent leaks in transit. As we do not accept returns, we can ensure that any product you recieve are unused, unopened, and safe for your personal use. For any further concerns, please reach out to help@theinkeylist.com

We’re sorry to hear you didn’t receive your order as planned. Please contact our team at help@theinkeylist.com, along with an image of what you have received and your order number. Our team will be happy to help you.  

We’re sorry to hear your order didn’t arrive complete. Please contact our team at help@theinkeylist.com and they will be happy to help. 

If your product appears to have a defect, please do let us know! We happily receive all INKEY List product feedback regardless where it was purchased so we can continue to improve. However, as this was purchased from another retailer, you must reach out to them to request a refund or return.

We’re sorry to hear your product isn’t working for you. Please do let us know if you have experienced any irritation from our products, as we’d love to help you. However, as this was purchased from another retailer, you must reach out to them directly to request a refund or return

You can add your myINKEY points or discount code at the checkout stage. This is at the top of the page where you can redeem points available.

Please ensure you are logged into your myINKEY account before trying to apply myINKEY points to your order.  

Please also ensure you apply any discounts or points first, before continuing to checkout with ShopPay.  

If you are automatically logged into ShopPay at checkout, please select ‘checkout as a guest’ to log out of ShopPay and apply your discount or points first.  

We currently do not offer Klarna in Canada.

We offer a variety of payment methods to complete your purchase as you wish. You can select your payment method at the payment section of checkout. 

Visa  

Visa Debit 

Maestro 

MasterCard 

American Express 

Paypal 

ShopPay 

GooglePay 

ApplePay  

The INKEY List Digital Gift Cards. You can check the balance of a Digital Gift Card here.

All transactions are secure and encrypted. 

We’re sorry to hear you’re having difficulty placing your order. Please double check all card details are correct and you are using a payment method accepted by our website. We advise to ensure the expiry date and billing address are correct, and checking the funds available in the account.

All orders need to be placed online and our Customer Service team are always on hand to help you do so. 

After placing an order using PayPal, the payment will show in your account as pending until we ship your products to you. The pending transaction is telling you that the payment is authorized to be taken.

Sorry to hear your discount isn’t working! Please do check the T&C’s of your discount here, to ensure your bag qualifies. Please note offers cannot be used in conjunction with any other offer or gift cards.

Easy! Simply create a myINKEY account or log in when purchasing. Following a successful order, your myINKEY points will be credited to your account within 30 days, pending approval. Once these have been approved, you can then use them towards a future order by applying them at checkout. 

Your points will be added to your myINKEY account within 30 days of placing your order, pending approval.

You can create a myINKEY account here. Please make sure you have selected the correct region before signing up!

To change your name, gender or default address on your account, start by logging in. Click on your myINKEY account and go to ‘Account Settings’ to change your details and then ‘Save Changes’. If you’d like to change your email address, birthday, or anything else, contact the team at help@theinkeylist.com

Please be rest assured that shopping with us is completely safe! We’re fully compliant with the data protection act and we care about keeping your details secure. 

For further information, please visit our Privacy Policy page. 

If you would like us to erase your data, please contact our team at help@theinkeylist.com along with the email address associated with your account and where you are based.

We’re sorry to hear you would like to delete your myINKEY account. Please contact our team at help@theinkeylist.com along with the email address associated with your account and where you are based.

When at the log in page, please select ‘Forgotten my password’ to receive a password reset to the email address associated with your order. If you don’t receive this email, and you have checked your spam/junk folder, you may not have an active myINKEY account with us. Try using the ‘Sign Up’ page instead!

If you don’t receive this email, and you have already checked your spam/junk folder, you may not have an active myINKEY account with us. Try using the ‘Sign Up’ page instead.

We're sorry to hear you would like to unsubscribe. At the bottom of all our emails, there will be an option to unsubscribe. If you click on this link and follow the steps, you will be removed from our marketing. Please note, this can take 3-5 working days to complete so you may receive emails, if any, in the interim. If you have any issues, just let us know.

We're sorry to hear you would like to unsubscribe. You can unsubscribe to our SMS by replying STOP. Please note, this can take 3-5 working days to complete so you may receive SMS, if any, in the interim. If you experience any issues unsubscribing, please do let us know.

Yes, always. The INKEY List is 100% cruelty free, approved under the Cruelty Free International Leaping Bunny program. We never test on animals and never ask others to do so on our behalf. You can read our full No Animal Testing Policy here.

The majority of INKEY List products are vegan. The exceptions are our Caffeine Eye Cream and 10% Niacinamide Serum. The full ingredient list for every product is available on the product page so you can always check before you buy.

Yes. All of our products are fragrance-free. We made this decision to make our products as inclusive and gentle as possible, particularly for those with sensitive or reactive skin.

The majority of INKEY List products are dermatologically tested. This is highlighted on the relevant product pages.

We formulate with sensitive skin in mind. That said, every skin is different — if yours is particularly reactive, we'd always recommend doing a patch test before adding anything new to your routine. Not sure where to start? Chat to askINKEY and we'll point you in the right direction.

Simple. Apply a small amount of the product to a discreet area of skin — the inside of your wrist or behind your ear work well. Leave it for 24 hours and check for any signs of redness, itching, or irritation. If everything looks and feels fine, you're good to go. Learn more about patch testing here.

We're ingredient-led, which
means every ingredient earns its place in our formulas. If you have specific
ingredient concerns, the full INCI list is available on every product page and
on the back of your product packaging. Still unsure? Drop a message to
askINKEY and we'll help you work it out.

Yes. You'll find the PAO (Period After
Opening) symbol on every product — it looks like a small open jar with a
number inside. This tells you how many months the product is safe to use after
you've opened it. For example, "12M" means 12 months after opening. You'll
also find a best before date on the packaging where relevant. Read our
Complete Guide to Expiry Dates here.

Keep your products stored in a cool, dry
place away from direct sunlight. Most products do not need to be refrigerated,
though products like our Caffeine Eye Cream can feel especially soothing when
stored in the fridge.

We always recommend consulting your doctor or healthcare provider before making any changes to your skincare routine during pregnancy or breastfeeding. As a general rule, ingredients like retinol are typically avoided during pregnancy. Our askINKEY team can help you identify which products from our range are commonly used by those who are pregnant or breastfeeding, but your healthcare professional should always have the final say. Learn more about pregnancy safe skincare here.

It depends on the reaction. Some skin types, particularly those new to active ingredients like retinol or exfoliating acids, can experience a period of adjustment known as purging. This can look like a temporary increase in blemishes and usually settles within a few weeks. This is different from an allergic reaction or irritation, which may include redness, burning, or itching, and means you should stop using the product. If you're unsure what your skin is doing, askINKEY is here to help, or read our Guide to Purging.

Yes, but the order and combination matters. Some ingredients work brilliantly together; others are better kept apart. For example, retinol and certain acids can be too much for some skin types when used together. We've written a full guide on ingredient layering in our What Not to Mix with Retinol blog, and our Skincare Quiz will build you a routine that takes all of this into account. You can also chat directly to askINKEY for personalized advice.

The general rule is to go from thinnest to thickest consistency — so cleanser first, then toner, then serums and treatments, then moisturizer, and SPF last in the morning. Our Complete Skincare Guide breaks this down step by step, and our Skincare Quiz can build you a personalized routine in under two minutes.

Our Salicylic Acid Cleanser is a great starting point — it deeply cleanses pores and helps reduce excess oil. Follow with our 10% Niacinamide Serum to help control shine and reduce the appearance of blemishes, and our 360° Skin Clearing Serum to target breakouts at three stages. For on-the-spot treatment, our Hydrocolloid Invisible Pimple Patches are your best friend. Not sure which combination is right for you? Take our Skincare Quiz or chat to askINKEY.

If your skin feels tight, dull, or rough to the touch, you need a hydration boost. Our Hyaluronic Acid Serum draws moisture deep into the skin, while our Ectoin Hydro-Barrier Serum strengthens the skin barrier and locks that hydration in. Finish with our Bio Active Ceramide Moisturizer to replenish and protect. Take our Skincare Quiz for a routine built around your skin, or read more
about dehydrated skin here.

Our Starter Retinol Serum is
one of the most well-researched ingredients for reducing the appearance of
fine lines and improving skin texture — it's a great place to start if you're new
to retinol. Pair it with our Bio-Active Ceramide Moisturizer for a powerful anti-
aging routine. For the eye area, our Retinol Eye Cream targets fine lines while
keeping the delicate skin around the eyes calm and comfortable. Take our
Skincare Quiz for a personalized routine recommendation, or read more about
retinol here.

Our 15% Vitamin C + EGF Serum is formulated with a stable form of Vitamin C to target uneven tone and dullness. For more targeted pigmentation support, our Tranexamic Acid Serum is a brilliant option. Our Skincare Quiz will help you find the right combination for your skin, or read more about hyperpigmentation here.

We don't currently offer product samples, however we do have 50ml versions of our bestselling cleansers. Our Skincare Quiz is also a great way to find the right products for your skin before you commit, it takes under two minutes and will recommend a personalized routine. You can also chat to askINKEY for expert advice before you buy

askINKEY is our team of skincare experts, real people who know their ingredients inside out. Whether you've got a question about a specific product, need help building a routine, or just want to know if two ingredients will play nicely together, askINKEY is here to help. No jargon, no judgment, just honest, knowledgeable advice. Reach them at ask@theinkeylist.com or via the chat on site.

Our Skincare Quiz builds you a personalized
skincare routine in under two minutes. Just answer a few questions about
your skin type, concerns and current routine, and we'll recommend the right
products for you, no guesswork required. All Advanced Routines also come
with a FREE full size product, so it's well worth doing if you're just getting
started. Take the quiz here.

Breakout Analyzer Pro™ is our AI-
powered skin scanner designed specifically for breakout-prone skin. It's
backed by dermatologists and uses your camera to analyze your skin, then
provides personalized recommendations to help you tackle breakouts with the
right products and routine. Try it here.

There are two easy ways. You can
take our Skincare Quiz for a routine built around your skin type and concerns,
or use our Build Your Own Routine tool to hand-pick your favorite products
and save up to 20%. If you want a human touch, askINKEY is always on hand
to help.

Absolutely. Our askINKEY team are real
skincare experts who are here to help — whether you're starting your skincare
journey or looking to fine-tune an existing routine. Get in touch at
ask@theinkeylist.com.

INKEY Insiders is our free loyalty program that rewards you for shopping with us. Earn points when you shop, leave a review, follo us on social, then redeem them for money off future orders. On top of that, you'll unlock exclusive member pricing, early access to new launches, a birthday gift, and surprise rewards along the way. Join here, it's free.

All you need to do is create a myINKEY
account. It's completely free to join with no minimum spend required. You'll
also get 15% off your first order just for signing up. Sign up here.

Benefits include:
• 15% off your first order when you sign up
• Earn points every time you shop, review, or follow us on social
• Redeem points for money off orders
• Exclusive Insider pricing on selected products
• Early access to new launches and promotions
• A new limited-edition kit every month, curated for Insiders
• Double points on every new launch
• A birthday gift
• Surprise rewards
• Give $10, Get $10 referral reward
Benefits vary by tier, check your account page to see your current tier and
what's unlocked.

Earning points is straightforward. For every dollar you spend at ca.theinkeylist.com, you earn at least 5 points. You can also earn extra points by leaving a review, following us on social media, and completing other activities found on your account page. Points earned from purchases go into a 21 day approval period before they can be redeemed. Points from social actions are added instantly.

You can redeem your points at checkout. Points are converted into money-off vouchers in the following amounts:
• 500 points = $5
• 1,000 points = $10
• 1,500 points = $15
• 2,000 points = $20
Please note that points cannot be redeemed during Black Friday or Cyber Monday promotion periods.

Points are valid for 12 months from the date of your last qualifying purchase. Each qualifying purchase automatically extends the expiry of all unused points by a further 12 months. If there is no qualifying purchase activity within 12 months, all points in your account will expire.

Points earned from purchases go into a 21 day approval period before they can be used. Points earned from other actions, such as following us on Instagram, are added to your account instantly.

Yes. Points are calculated based on your order total after the discount is applied (excluding shipping).

Points are only earned on the initial purchase of a gift card. You cannot earn points on orders paid for with a gift card.

Your tier status is determined by how much you spend at ca.theinkeylist.com over the last 365 days. To see how close you are to the next tier, check the progress bar on your account page.

When you refer a friend to INKEY, they get $10 off their first order when they spend $40. Once they have made their purchase, you'll receive $10 worth of points (1000 points) into your account. To refer a friend, log in to your account and find your unique referral link.

No problem, chat to askINKEY or email help@theinkeylist.com and the team will be happy to help.

Yes! Our INKEY List e-Gift Card is available in amounts from $10 to $100, the perfect present for someone who loves to choose their own skincare. Shop e-Gift Cards here.

Head to our e-Gift Card page, choose your amount (between $10 and $100), add a personal message, and select how you'd like to send it, by email, instant message, or as a printout for when you're seeing someone in person.

Easy, they simply enter the e-Gift Card code into the "gift card or discount code" field at checkout. The value will be applied to their order instantly.

No. There is no expiry date on INKEY List e Gift Cards, so the recipient can take their time choosing the right products for their skin.

Yes. You can check your e-Gift Card balance here.

e-Gift Cards cannot be combined with any other discount codes or promotions. Please note, offers cannot be used in conjunction with gift cards.

Points are only earned on the initial purchase of the gift card itself. Orders paid for with an e-Gift Card do not earn points.

You can shop the full INKEY List range directly at ca.theinkeylist.com, this is always the best place to find our complete product line, the latest launches, exclusive bundles, and INKEY Insiders rewards. We're also stocked at selected retailers across Canada. Check out our full list of stockists here.

No. All Canadian orders are shipped domestically from our warehouse in Mississauga, Ontario, so you won't be charged any customs fees, tariffs, or import duties.

Shopping directly with us at ca.theinkeylist.com means you get access to the full product range, exclusive INKEY Insiders rewards (including points on every purchase), our 60-day satisfaction guarantee, early access to new launches, and our free personalization tools including:
• Skincare Quiz — get a FREE full size product with selected routines
• Build Your Own Routine — save up to 20%
• Breakout Analyzer Pro™ — our AI-powered skin scanner for breakout-prone
skin
• askINKEY — real skincare expert advice, for free

If you purchased from a third-party retailer, you'll need to contact them directly regarding any returns or refunds — their returns policy will apply. If you have a question about the product itself or need skincare advice, our askINKEY team are always happy to help regardless of where you purchased.

We're sorry to hear that. Please do reach out to our askINKEY team at ask@theinkeylist.com, we'd like to know, and we're here to help. For any refund or return, you'll need to contact the retailer you purchased from directly, as their policy will apply.

We take data privacy seriously. Your data is collected and used in accordance with applicable Canadian privacy laws, including the Personal Information Protection and Electronic Documents Act (PIPEDA). You can read the full details of how we collect, use, and store your data in our Privacy Notice.

Yes. All transactions on ca.theinkeylist.com are secure and encrypted. We do not store your full card details.

Under PIPEDA, you have the right to request access to the personal data we hold about you. To make a request, please contact our team at help@theinkeylist.com with the email address associated with your account and confirm where you are based.

If you would like us to erase your personal data, please contact our team at help@theinkeylist.com with your account email address and your location. Please note that deleting your data will also result in your myINKEY account and any remaining points being removed.

You can update your cookie preferences at any time using the cookie settings tool at the bottom of our website.

You can find our full Privacy Notice here.

We are committed to making our website accessible to everyone. We work with Level Access to support digital accessibility and continuously improve the experience for all users. You can read our full Digital Accessibility Statement here.

If you experience any difficulty accessing our website or need support, please get in touch with our team at help@theinkeylist.com and we will do our best to assist you.