Frequently Asked Question (FAQ)


Collapsible content

How can I contact you

You are welcome to write to us about any topic you are interested in, and we will be happy to assist you. To ask a question, go to our social media pages and use the DM feature.

You can also email us at info@myskinproject.

How soon can you expect a response

Every day, we receive a lot of questions, but we do our best to respond to them right away. We apologize in advance if there are times when we react more slowly. We value your questions and will do everything in our power to respond to them quickly.


Collapsible content

Can I make orders by phone

We only accept online orders placed through our website and social media platforms. But if you encounter any issues, kindly give us a call. We will do our best to help you as much as we can.

What can I do if I ordered something, but never got a confirmation

An automated system sends the order confirmation email. Please, make sure to also check your SPAM folder, because it is sometimes possible to go there. 

If you ensure that you haven't received any confirmation, please get in touch with us and we'll be happy to assist you. We can confirm your order with the details you provided when you placed your order.

If I've already placed my order, can I still make changes

Unfortunately, after an order has been placed, it is impossible to change or add products. If you notice that you've made a mistake, get in touch with us right away, and we'll see what we can do to help.

Can I change or cancel my order

Do not be concerned if you changed your mind or made an error in your order. Please contact us as quickly as possible, and we will do everything we can to cancel your order. Please keep in mind that once our Team has begun processing your order, it cannot be canceled.

I am not satisfied with the items I ordered or received

We sincerely apologize for it. MSP makes every effort to ensure that our customers are happy and receive everything just as they intended.

Send us information about the order, the products, and the nature of the issue and our team will make every effort to assist you.

Please be aware that you have seven days to get in touch with us and inform us of your issue. If necessary, we may ask for more details (such as order numbers, photographic proof, etc.).

Can I return an online order

Unfortunately, you cannot return the items you ordered online.

A product that I want to order is out of stock

We are sorry to hear that; undoubtedly, there is a lot of interest in this product. To ensure that you are notified as soon as the product you want becomes available again, we strongly advise you to sign up for our email notifications for out-of-stock items. Alternatively, you can visit our website again soon.


Collapsible content

How do I pay for a purchase

We accept online payments through integrated payment gateway of Paysera.

Only for deliveries in Kosovo, Albania and North Macedonia, we accept Cash on Delivery (COD).

Shipping and delivery

Collapsible content

Where does MSP deliver to

Please check the Shipping Policy page for delivery time for each country we deliver to:

How long will it take to process the order

We will process and send your order as quickly as we can. Unfortunately, delays might occasionally happen at busy times. Please be aware that delivery delays may also occur during special events or holidays, when we may be busier.

How long does it take to deliver my order

The length of delivery depends on your location. You will get an email with more details as soon as we handover a package to the carrier.

We do our best to meet the deadlines and deliver your package within 48 hours if you are in Kosovo, or 72 hours, if you are located in Albania or North Macedonia. For other countries please check the delivery times in the Shipping Policy page:

Sometimes there may be delays as a result of postal or courier delays, logistical issues, or other unforeseen circumstances. If there are any problems, please get in touch with us, and we will try to assist.


Collapsible content

What is the definition of being organic, vegan, and natural

"Organic" refers to food or other products derived from farming methods that avoid synthetic inputs such as pesticides and chemical fertilizers, do not use genetically modified organisms, and prioritize environmental sustainability. "Vegan" denotes a lifestyle or diet that avoids all animal products and by-products, from food (like meat and dairy) to clothing materials (like leather). "Natural" is a less-regulated term often implying a product is minimally processed and free from artificial ingredients or additives; however, its meaning can vary widely due to lack of official definition.

Are MSP products tested on animals

Animal testing is strictly prohibited at our company, and we adhere to all European Cosmetics Regulations. We collaborate with suppliers who use the most cutting-edge alternatives in their supply chain to guarantee the safety of their raw materials without the need for animal testing.

MSP opposes animal testing and does not carry out, commission, or finance any product-related animal testing. We strictly abide by a no-animal testing policy and demand the same of all of our suppliers.

Is MSP packaging environmentally friendly

MSP is aware that our influence continues even after our products are manufactured. It also matters how we ship and package them.We strive to use environmentally friendly packaging in order to reduce the negative impact on the environment. Our packaging is safe for people and the environment and is easily recyclable.

Why is pH important

Your skin barrier is made up of lipids, protective substances, and your microbiome. The microbiome is the balance of microorganisms that live on our skin (and in our bodies), and it needs an acidic environment to survive. Anything below 7.0 is acidic; anything above 8.0 is alkaline.

Skin is naturally acidic, with a pH of around 5.5, which is critical to maintaining the health and stability of the skin barrier.

MSP products have pH levels between 5.5 and 7.

Why don't you include fragrances in your products

Fragrances and dyes are used to make products look or smell good, but they can also irritate the skin, promote skin inflammation, and exacerbate unwanted skin behavior (dryness, excess oil, breakouts). Plus, let's be honest: who really wants to smell their face?

What are the recommended methods for properly maintaining and storing my MSP product

Proper storage and maintenance are key to preserving the quality and effectiveness of your skincare products. Here are some general recommendations for storing your MSP products:

Keep in a Cool, Dry Place: The ingredients in our products can degrade and become less effective when exposed to heat and humidity. Therefore, it's best to store them in a cool, dry place away from direct sunlight. The bathroom, despite being a common place for storing skincare products, can actually be one of the worst places due to the fluctuating heat and humidity levels. A bedroom vanity or a medicine cabinet away from the shower can be more suitable.

Tightly Seal Products: Make sure to always tightly close or seal your MSP products after use. This prevents the product from being exposed to air, which can lead to oxidation and make the product less effective over time. It can also prevent the growth of bacteria in your products.

Avoid Contamination: Try to use spatulas or the tips of clean fingers to dispense your skincare products, especially if they come in jars. This can help to prevent bacterial contamination from your hands. If the product comes with a pump or dropper, make sure to avoid touching the dispensing mechanism to keep it clean.

Refrigeration: While not necessary for all skincare products, keeping products like eye creams or serums in the refrigerator can help to prolong their shelf life and can provide additional soothing benefits. If you choose to do so, ensure that they are sealed and stored in a separate area away from food to prevent contamination.