Frequently Asked Questions
Find answers to the most common questions about shopping with goSkinTech, from product guidance to delivery and returns.
About goSkinTech Kenya
goSkinTech Kenya is a premium dermatological skincare e-commerce store based in Kenya. We are the official distributor of Cantabria Labs products in Kenya, offering clinically developed, dermatologist-approved skincare brands.
We exclusively stock three world-class brands from Cantabria Labs: Heliocare 360° (advanced sun protection), Endocare (anti-ageing and skin regeneration), and Biretix (acne-prone and oily skin care).
Absolutely. As the official Cantabria Labs distributor in Kenya, every product sold on goSkinTech is 100% authentic and sourced directly from the manufacturer. You will never receive counterfeit or grey-market products.
Products & Skin Concerns
Here is a quick guide to help you choose:
- Heliocare 360° - Daily sun protection for all skin types, including sensitive skin and children.
- Endocare - Anti-ageing, firming, and skin regeneration for mature or damaged skin.
- Biretix - Targeted care for oily, combination, and acne-prone skin.
Yes. Heliocare 360° has a dedicated Pediatrics range, including the Mineral SPF 50+ (100% mineral filters for sensitive skin) and the Atopic Lotion Spray SPF 50 (tested on eczema-prone skin), both designed for children’s delicate skin.
Yes. The Heliocare 360° Pure White Radiance Capsules are an oral sun protection supplement that helps lighten skin and even out skin tone, providing inside-out photoprotection.
Yes. The brands we carry are formulated for diverse skin types. Products like the Heliocare 360° Pigment Solution Fluid and the Biretix range are particularly well-suited for concerns common in darker skin tones, such as hyperpigmentation and acne-related marks.
No prescription is required. All our products are available over the counter. However, we always recommend consulting a dermatologist if you have a specific skin condition before starting a new skincare regimen.
Ordering & Payment
Browse our shop at goskintech.com, add your preferred items to your bag, and proceed to checkout. Once your order is confirmed, our team will call you before dispatch to verify the details.
We accept M-Pesa and Card payments. Please contact us on 0708 241 325 or via WhatsApp if you need assistance completing your payment.
Please contact us as soon as possible on 0708 241 325 or via WhatsApp if you need to make changes. We will do our best to accommodate your request before the order is dispatched. Once dispatched, changes may not be possible.
Yes. You will receive an order confirmation, and our team will follow up with a phone call before dispatch to verify your order details and ensure accuracy.
Delivery & Shipping
We deliver across Kenya – both within Nairobi and to all counties countrywide.
Orders above KES 10,000 qualify for FREE delivery, anywhere in Kenya.
For orders below KES 10,000, the following rates apply:
- Nairobi - Same Day Delivery: KES 600
- Nairobi - Next Day Delivery: KES 300
- Countrywide (outside Nairobi) - Next Day Dispatch: KES 410
Yes! Same-day delivery is available within Nairobi for orders placed before 3 PM on business days, at a cost of KES 600.
Orders to counties outside Nairobi are dispatched the next business day at a flat rate of KES 410. Orders above KES 10,000 are dispatched free of charge.
Our dispatch team operates Monday to Friday. Orders placed on weekends or public holidays will be processed on the next business day. Our online store is available 24/7 for placing orders at any time.
You can track your order using the Track Your Order page on our website at goskintech.com/track-your-order/. You can also contact us directly on 0708 241 325 or via WhatsApp for a status update.
Returns & Refunds
Our return policy works as follows:
- Damaged or defective items: You must report the issue within 48 hours of receiving your order. If no report is made within this 48-hour window, the return window will not apply and we will be unable to process a return or replacement for damaged goods.
- General returns (change of mind, wrong item ordered, etc.): You have 14 days from the delivery date to initiate a return, provided the item is unused and in its original packaging with all accessories and any free gifts included.
- Please note: The 14-day return window is separate from the 48-hour damaged goods reporting requirement. Both conditions must be met where applicable.
Follow these steps to initiate a return:
- Contact our customer service team via phone or email with your order number and reason for the return.
- Receive a return authorisation and instructions from our team.
- Securely repackage the item in its original packaging.
- Ship the item back using your preferred courier (return shipping is at your cost unless the item is defective).
- Once received, we will inspect the item within 1–3 business days and process your replacement or store credit.
You must report any damaged or defective items within 48 hours of receiving your order – no exceptions. Failure to report within this window means we will be unable to process a return or replacement for that item.
To report: take clear photos and contact us immediately via phone (0708 241 325) or WhatsApp, including your order number and photos of the damage. We will respond within 24–48 hours with next steps.
Upon approval of your return, you may choose between a direct replacement of the same product or store credit for a future purchase.
Return shipping is the customer’s responsibility, unless the item arrived damaged or defective, in which case we will cover or arrange the return.
Account & Customer Support
You can browse our shop without an account. Creating an account at goskintech.com/my-account/ allows you to track orders, save your wishlist, and enjoy a faster checkout experience.
- Our team is available Monday to Friday, 8am – 5pm
- Phone: 0708 241 325
- WhatsApp: wa.me/+254708241325
- Website: goskintech.com/contact/
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Our offices are at Baba Dogo Road, Ruaraka, Nairobi, Kenya. We are primarily an online store and encourage customers to shop at goskintech.com for the most convenient experience.