Can't find what you're looking for? Reach out — we're happy to help.
How do I know my order has been received? +
Once your order has been successfully placed, you will receive an order confirmation using the email address provided at checkout.
Please review your order confirmation carefully and contact us as soon as possible if you notice an error.
Can I change my order after placing it? +
Contact Customer Care as soon as possible.
If your order has not yet entered fulfilment, we may be able to assist.
Once an order has been processed, packed or dispatched, changes cannot be guaranteed.
Can I cancel my order? +
Please contact us as soon as possible if you need to cancel an order.
We may be able to cancel an order that has not yet entered fulfilment. Once processing or dispatch has begun, cancellation may no longer be possible, subject to any rights available under applicable South African law.
What payment methods do you accept? +
Available payment methods are displayed securely during checkout.
Payment must be successfully authorised before an order can be processed.
What currency are your prices displayed in? +
All prices on the Cilla Skyn website are displayed in South African Rand (ZAR) unless otherwise stated.
How much is delivery? +
Delivery is R189
Do you offer free delivery? +
Yes.
FREE standard delivery is available on South African orders of R1,200 or more.
The R1,200 threshold is calculated after discounts and promotional codes have been applied.
How long does delivery take? +
Orders are generally processed within 1–3 business days.
Major Metropolitan Areas: 2–7 business days
Regional Areas: 3–8 business days
Outlying or Remote Areas: 5–10 business days
Delivery estimates apply after dispatch.
How can I track my order? +
Once your parcel has been dispatched, tracking information will be provided where available.
Use the tracking link supplied in your dispatch notification to follow your parcel.
What happens if I enter the wrong delivery address? +
Contact us immediately.
If the parcel has not yet been processed, we may be able to update your details.
If the parcel has already been dispatched, additional courier or redelivery charges may apply.
My parcel says delivered, but I cannot find it. What should I do? +
First check with:
• household members;
• reception;
• security;
• building management; or
• anyone else who may have accepted the parcel.
If you still cannot locate it, contact Cilla Skyn Customer Care so that we can investigate with the courier.
Can I return or exchange a skincare or cosmetic product? +
For hygiene and product-safety reasons, Cilla Skyn does not accept general returns or exchanges of cosmetics, skincare, body care or personal-care products for change-of-mind or product-suitability reasons.
Please choose your products carefully before completing your order.
This does not affect statutory rights relating to incorrect, materially damaged, defective or unsafe goods.
What happens if I receive the wrong product? +
Contact us within 7 days of delivery.
Please do not open or use the incorrectly supplied product.
Send us:
• your order number; and
• a clear photograph of the product received.
Once confirmed, we will arrange an appropriate replacement or refund.
What if my product arrives damaged? +
Please contact us as soon as possible, preferably within 48 hours of delivery, and provide photographs of:
• the damaged product;
• internal packaging;
• courier packaging; and
• shipping label.
Please do not dispose of the product or packaging until the matter has been assessed.
Where can I find the full ingredient list? +
A full ingredients/INCI list is provided on the relevant product page and/or product packaging.
If you have a known ingredient sensitivity or allergy, please review the complete ingredient list before use.
What are Hero Ingredients? +
Hero Ingredients are the key ingredients we highlight because of the role they play within a formulation.
They are only part of the complete formulation.
Explore our Hero Ingredients Library to learn more about ingredients used throughout the Cilla Skyn collection.
Are all Cilla Skyn products fragrance-free? +
No.
Some Cilla Skyn formulations are specifically fragrance-free, while others contain fragrance as part of the sensorial experience.
Each product page will clearly indicate where a product is fragrance-free.
Are natural products always better for sensitive skin? +
Not necessarily.
Both naturally derived and laboratory-developed cosmetic ingredients can be suitable or unsuitable depending on the individual and the complete formulation.
Cilla Skyn formulates around ingredient purpose, compatibility, concentration and the overall formulation rather than treating “natural” as a guarantee of suitability.
Why does my product look slightly different from the previous batch? +
Formulations containing botanicals, clays, plant extracts and natural oils can show slight variations in colour, aroma or appearance between batches.
A minor natural variation does not necessarily affect product quality.
How do I know which Cilla Skyn products are suitable for me? +
You can shop according to your primary skin concern:
• Oily & Blemish-Prone
• Sensitive & Eczema-Prone
• Normal to Dry
• Uneven Tone & Dark Marks
Each product page also includes a Suitable For section.
Should I patch test new skincare? +
Patch testing can be useful when introducing a new product, particularly if your skin is sensitive or reactive.
Apply a small amount according to the product instructions to a limited area before progressing to wider use.
What should I do if a product irritates my skin? +
Discontinue use if significant irritation occurs.
If symptoms are severe, persistent or concerning, seek advice from an appropriately qualified healthcare professional.
An individual reaction does not automatically indicate that a cosmetic product is defective.
Can I use Cilla Skyn products during pregnancy or breastfeeding? +
Ingredient suitability depends on the individual product and your circumstances.
Check the product page and packaging for any specific cautions.
If you are pregnant, breastfeeding or trying to conceive and are uncertain about a particular active ingredient, consult your healthcare professional before use.
In what order should I use my skincare? +
A general routine can be layered from lighter to richer textures:
Cleanse → Mist/Toner → Serum → Moisturiser → Facial Oil
During the day, finish with broad-spectrum sunscreen.
Individual product instructions should always take priority.
Do I need to use every product in a collection? +
No.
Cilla Skyn products are designed to allow you to build a considered routine around what your skin needs.
More products do not automatically mean better results.
Can I use multiple active ingredients together? +
It depends on the ingredients, concentrations and your skin tolerance.
Introduce stronger active products gradually and follow the directions supplied with each product.
