questions answered
how to shop with Ark
- Do I need Flash to view the ARK web site?
- Which browser version do I need to view the ARK web site?
- I’m having problem viewing the web site. What should I do?
- How do I subscribe to receive news from ARK?
- How do I register for an online account?
- Why do I need to register for an online account?
- How do I change/update my personal information?
- Can I change my password?
- What happens if I forget my password?
- How do I manage my address book?
- Are my personal details and my address book secure?
- How do I find the products I am looking for?
- How do I shop online?
- How do I add or remove items from my Shopping Basket?
- When can I order?
- Can I pre-order items for delivery?
- Is the price of a product the same in-store and online?
- Can the prices change?
- Can I change my order?
- How can I cancel my order?
- I have a complaint. What are my options?
- How do I pay for my order?
- Which payment methods can I use to place my order?
- My credit/debit card is not working. What should I do?
- Is it safe to send my debit/credit card details over the web?
- When will I be charged?
- Will I receive confirmation of my order from you? What should I do, if I don’t?
- My order has not arrived on the expected delivery date. What should I do?
- What are your delivery charges?
- Can I have my order gift wrapped?
- Where do you deliver to?
- Do you deliver to PO Box addresses?
- Can I track progress of my order?
- How do I return unwanted products?
- What should I do if I have received a faulty item?
- What should I do if I have received an incorrect item?
- When will I receive my refund?
- Can I redeem e-vouchers online?
- How do I purchase using a promotional code?
- Can I place an order for corporate gifts?
- How do I find my nearest ARK store?
Do I need Flash to view the ARK web site?
You will need flash installed and Javascript enabled to view the fully optimised version of the ARK website. You can download the latest version of flash at http://get.adobe.com/flashplayer/
Which browser version do I need to view the ARK web site?
The ARK website can be viewed in all standard web browsers, including Internet Explorer, Firefox, Safari, Opera and Chrome. To ensure the maximum performance of the ARK site we recommend that you keep your web browser updated as regularly as possible.
I’m having problem viewing the web site. What should I do?
If you are experiencing problems viewing the Ark website we recommend you try the following:
• Check your internet connection.
• Make sure JavaScript is enabled on your web browser.
• Make sure your web browser is accepting cookies.
• Update your web browser to the latest version.
If the problem persists please email ARK with the details to websupport@arkskincare.com
How do I subscribe to receive news from ARK?
When you register with us you will be subscribed to our online newsletter. You may unsubscribe at any time from our newsletter by following the ‘Unsubscribe’ instructions in any e-mail received, or by e-mailing us at help@arkskincare.com.
How do I register for an online account?
Go to Log In at the top right hand corner of our Home Page. Alternatively, you can log in after filling your shopping basket. You will be prompted to register with us before you make payment. You will be asked for your full name, date of birth, address and phone number.
Why do I need to register for an online account?
We ask you to register with us because we need to be able to contact you in case we have any queries regarding your order. When you register you will have access to your Profile where you can track your order, see your purchase history and store the results of your Age Aware Assessment.
How do I change/update my personal information?
If you log in to your "Member Area”, there is the facility to edit or update your “Profile” which contains your personal information.
Can I change my password?
Yes, you can change your password at any time by selecting the “Change Password” option in your “Profile” in your "Member Area".
What happens if I forget my password?
We do not keep details of passwords. If you forget your password, please you the forgotten password link below the login area. This will generate a new password which will be sent to your email account. After logging in with this new password you will be able to change it your preference.
How do I manage my address book?
Once you have registered with us, you will automatically be given a “Member Area". Your address book will be stored in your “Profile.” You can edit your “Profile” and add or amend the details of your address book from there.
Are my personal details and my address book secure?
We will store all the personal information you provide on our secure (password- and firewall- protected) servers. ARK holds your personal data in accordance with the security provisions of the Data Protection legislation. You are responsible for keeping your password and user details confidential.
How do I find the products I am looking for?
Use the Search facility on the right hand side of the page above your shopping basket icon. If you know the name of the product you are looking for, type that in or type in key words into the search. This will then take you to our online shop and give you a list of products closest to your search criteria.
How do I shop online?
Find the product you are looking for either by using the menus to your left or by using the Search facility. To select your product, click on the Buy Now button and it will be added to your Shopping Basket. You can view your Shopping Basket at any time by clicking on the icon in the top right corner of the page. Once you have all the items you would like to buy in your Shopping Basket, click on the ‘Continue’ button below and follow the ensuing instructions to pass through Check Out and make your payment.
How do I add or remove items from my Shopping Basket?
You can add or remove items from your Shopping Basket at any time while shopping by clicking on the Remove icon next to the product. Once you have gone to Check Out, you will have the option to add or remove items before you go to make your payment. Once you have confirmed that you wish to proceed with payment, you will not be able to amend your Shopping Basket.
When can I order?
You can order at any time of day. Please note that ARK Customer Services e-mail response service is open from 9am to 5pm, Monday to Friday.
Can I pre-order items for delivery?
No, you will only be able to order items that are shown as being in stock at the time of ordering. We reserve the right to cancel your order and issue you with a refund if your order is processed and the product is subsequently found to be out of stock.
Is the price of a product the same in-store and online?
Yes, all the standard prices for the products are the same in our skincare centres and online. From time to time we may run competitions, free prize draws and/or other promotions on our website that may mean that some items are subject to price reductions. These will be subject to separate terms and conditions which will be made available to you during the period of the promotion.
Can the prices change?
Yes, our items will be subject to pricing changes as and when we deem appropriate.
Can I change my order?
You can change your order at any time prior to payment by adding, deleting or replacing items in your basket. You will also have the option to backtrack through your order before committing to payment by clicking on the ‘Back’ button at the foot of the page. If you have already entered your payment details and pressed “Confirm” however, please e-mail Customer Services straight away on help@arkskincare.com or call us on +44 (0)208 788 9824 (10am – 3pm Monday to Friday). If the order hasn't been processed, we will change it for you. If we have, indeed, processed your order then you will need to follow the procedure set out in our Refunds & Returns Policy.)
How can I cancel my order?
Please see our Cancellation Policy.
I have a complaint. What are my options?
If you wish to complain about any matter in respect of the products, contact our Customer Services by e-mail at help@arkskincare.com or by post at ARK Age Aware Skincare, 23a Lacy Road, Putney, London SW15 1NH or by phone on +44 (0)208 788 9824 (10am – 3pm Monday to Friday). Alternatively, we invite you to fill out our Customer Enquiry form.
How do I pay for my order?
Once you are happy with all the items in your Shopping Basket, press the “Continue to Payment” button. You will then enter a secure payment area and give us your payment card details. When you click on the “Confirm Payment” button, we will register these details with your bank. Once we have received authority from your bank, you will receive an e-mail from us and we will process your order. If you are paying with a gift voucher, you will be asked to enter your voucher code. Your voucher will then be verified and you will be asked to continue to payment.
Which payment methods can I use to place my order?
We accept all major credit/debit cards for payment and ARK e-vouchers. The cards accepted include: MasterCard, Visa, Maestro, AMEX, Solo.
My credit/debit card is not working. What should I do?
First, please double check that you have entered the correct card details. There may be a problem with your bank or we may be encountering a technical problem on our site. Please e-mail us at help@arkskincare.com and we will look into it for you.
Is it safe to send my debit/credit card details over the web?
Yes. We encrypt your payment card details using industry standard SSL technology to ensure they are completely safe. We do not store any credit or debit card details.
When will I be charged?
Authority for payment must be given at the time of your order. Payment will be taken immediately. If your card is authorised, you will receive an email confirming that your order has been successful.
Will I receive confirmation of my order from you? What should I do, if I don’t?
Yes, you will receive two confirmation e-mails from us:
one to acknowledge receipt of your order and one to confirm that your payment has been authorised and your order is due for despatch. If you do not receive either or all of these within 24 hours of placing your order during Monday to Friday, please contact Customer Services on help@arkskincare.com stating your customer number and order details (including order number).
My order has not arrived on the expected delivery date. What should I do?
We will arrange for the products to be delivered in accordance with the delivery option selected by you during the order process. Please see our Delivery Information page for this information. Items delivered by courier will be tracked and you will receive progress updates. If your order has not arrived within the stated timeframe, please contact Customer Services on help@arkskincare.com stating your customer number and order details (including order number).
What are your delivery charges?
Please see our Delivery Information page for this information
Can I have my order gift wrapped?
All our products will be individually wrapped in ARK signature tissue wrapping before despatch. If you would like to send your order specially gift wrapped in a gift box, with ARK tissue and ribbon, then please go to our Gift Sets page and choose from one of the many selections there.
Where do you deliver to?
Currently, we deliver to the UK, ROI, Europe, USA and Canada. Please see our Delivery Information page for this information.
Do you deliver to PO Box addresses?
Unfortunately, we are unable to deliver to PO Box or BFPO addresses for security reasons.
Can I track progress of my order?
Yes, you can track whether your order has been processed with payment received and despatched by logging into your “Member Area". We will arrange for the products to be delivered in accordance with the delivery option selected by you during the order process. Please see our Delivery Information page for this information. Items delivered by courier will be tracked and you will receive progress updates. If your order has not arrived within the stated timeframe, please contact Customer Services on help@arkskincare.com stating your customer number and order details (including order number).
How do I return unwanted products?
Please see our Refunds & Returns Policy for this information.
What should I do if I have received a faulty item?
Please see our Refunds & Returns Policy for this information.
What should I do if I have received an incorrect item?
Please see our Refunds & Returns Policy for this information.
When will I receive my refund?
We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned product. Please note it may take up to 21 days for your bank to credit your account.
Can I redeem e-vouchers online?
Yes. When redeeming gift vouchers online, you will be required to give the serial number of the voucher, and the online security code which is revealed by scratching off the holographic panel. Please see our Terms of Sale for more information.
How do I purchase using a promotional code?
Please enter the code in the “Promotional Code” box at Check Out and the offer will automatically be applied to your basket. If for whatever reason, this does not happen. Please contact Customer Services immediately and before confirming your order on help@arkskincare.com.
Can I place an order for corporate gifts?
Yes. We do not currently have an online ordering facility for corporate orders so please e-mail Customer Services at help@arkskincare.com stating your requirements and we will happily look into it for you.
How do I find my nearest ARK store?
Please see our Skincare Centres page for information on how to find our five locations in London.
ASK A QUESTION
If you have a question that hasn't been answered here, please fill out our Customer Enquiry Form.
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