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Faqs

Where does MSK ship?

MSK currently ships to Kuwait. Want us to ship to you but we currently don’t? Contact us [customercare@onmsk.com] and let us know!

What are my shipping options?

Shipping in Kuwait: Next Day Delivery Internationally: All shipments will be delivered express.

When will my order be shipped?

After receiving your order, processing takes 2-3 business days (for orders placed after 1pm KSA are processed the next business day and orders placed on a weekend will be processed the following business day). Once it is processed, Aramex will handle your order. You will receive an email with your tracking number. Local orders will be picked up and delivered the following day. International orders will be picked up and shipped the day of and delivered within 2-3 business days.

How can I find my package?

You will be able to track your order by entering your tracking number on www.aramex.com

Why is my tracking not working?

We apologise for that. It takes time for the carrier to register your shipment status. If you cannot track it 2 days after your shipment email was received please contact us on customercare@onmsk.com as soon as possible and we will do the rest.

I entered a wrong shipping address? What should I do?

Contact us immediately on customercare@onmsk.com so we can resolve your issue before it is shipped. Please include the following:

Subject: “SHIPPING ADDRESS CORRECTION”

Your name, customer number, order number, and new address.

I’m missing items from my order?

I’m missing items from my order?

We apologise for the inconvenience! We may have separated your order into several packages. Please check your emails to see if that is your issue. If not, please contact us on customercare@onmsk.com so we can take care of your issue immediately.

Please include the following:

Subject: “MISSING ITEM”

Your name, customer number, order number, and missing item.

What do I do if I have received an item I didn’t order?

Please contact us on customercare@onmsk.com

Please include the following:

Subject: “WRONG ITEM”

Your name, customer number, order number, and the name of the item that you have received, and a description of the mistake. We will fix the mistake as soon as possible. Thank you for informing us!

Can I cancel my order after I have placed it?

Yes! You can cancel your order at varying times depending on your location and time you placed the order.

How do I cancel my order?

Please contact us on customercare@onmsk.com in the time frame above

Please include the following:

Subject: “CANCEL ORDER”

Your name, customer number, and order number.

Can I change my order after I have placed it?

Yes, before your order is ready for dispatch we can cancel an item and edit your shipping address. However, we are not able to combine several orders or add pieces to an existing order once it has been placed. Please contact us on customercare@onmsk.com and we will do our best to accommodate!

Can I get a refund if the price of an item has changed or is on sale since I ordered my item?

Our prices depend on several factors including our suppliers, exchange rate and shipping costs. We will not change the price for no reason. Due to that, we cannot refund you.

How many promo codes can I use on one order?

You can use one promo code for your order. So if you have multiple ones, chose the best one! Please note: Promo codes can only be used on items that are not on sale.

How long do I have to return an item?

You have 14 calendar days to return an item from the date you received it.

What items can I return?

To be eligible for a return, your item must be unused, in the same condition that you received it and in the original packaging. Only items purchased directly from MSK on www.onmsk.com can be returned. Your item needs to have the receipt or proof of purchase.

However due to travel issues and restrictions, there are some items that are not eligible for returns, including:

  • Aerosols
  • Nailpolish
  • Fragrances

How do I return an item?

Place your items in a package and use the return label provided. Contact Aramex and we will handle the rest.

When will I receive my refund?

Once we receive your item, we will inspect it and we will immediately notify you on the status of your refund. If your return is approved, we will initiate a refund to your credit card, debit card or Knet. You will receive the credit within a certain amount of days, depending on your card issuer's policies, may take up to 2 weeks. Please note, when paying in cash (choosing the Cash Upon Delivery option) you will not receive a cash refund, instead will receive store credit onto your MSK account.

Will I receive the entire value of my order?

If your returned item is approved, we will refund you the total cost of the item. However, you will be responsible for paying for your own shipping costs for returning your item. Shipping, clearance and duties costs are non­refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

When will my card be charged?

Your card will be charged as soon as you place the order and it is accepted and processed.

What methods of payment do you accept?

We accept Knet, MasterCard, and Visa.

We also accept Cash On Delivery (COD) for orders a total of 250 kd (in Kuwait) and $1000 (Internationally) including shipment fees. When paying in cash, you are not able to receive a refund, instead you will receive store credit.

My payment did not go through. What do I do?

Please check your payment information (expiration date, security code, and billing address), if they are correct and your card is not expired, please contact your card issuer. If everything is fine, feel free to contact us at customercare@onmsk.com and we will try our best to sort it out.

Why is the color of my product different from that online?

On MSK, we have made every effort to display the products and product colors as accurately as possible. Mobile devices, tablets and computer screen displays vary. We cannot guarantee that the monitor displays the color accurately.

Can I resell your product? I love it!

If you are an individual, unfortunately your item is for your personal use. However, if you are a business with a license to sell, please contact pbp@onmsk.com with your interest so we can further this conversation. We love to work together!

Your items don’t go on sale much. How come?

Unfortunately, the cosmetics industry does not allow for much discounts. However, look for our bundles! We try our best to get the best for our clients!

I am a professional and would like to purchase items for my clients. Do you offer discounts for professionals?

Yes! We want to help people in our industry to be fully stocked and prepared. Please enroll in our Professional and Business Program (PBP).

How do I enroll in the Professional and Business program?

Please email pbp@onmsk.com .

I am a business and would like to sell my products on your website and/or would like you to distribute our product. What do I do?

We would love to work together and support each other! Please contact us on products@onmsk.com and include your brand presentation, and points of sales. After we review your email, and the products/brand goes through our initial interest process. It goes through our curation process, in order for us to uphold our promise to our customers; having best quality products. We then test it in a lab. Once that is done, we are ready to work!