FAQ

Courier delivery in South Africa costs R99. Orders of R1,000 or more are delivered free. We deliver in South Africa only.

We send your order within 2 working days of your payment reflecting in our account. The courier takes 2 to 5 working days to main centres and up to 7 working days to outlying and rural areas.

Working days are Monday to Friday, excluding South African public holidays. We email you the tracking number when your parcel leaves. We deliver to street addresses only, because couriers cannot deliver to PO boxes.

Pay by EFT into our bank account, using your order number as the payment reference. Card payments are not available yet.

We send your order once the payment reflects. Payments from another bank can take up to 2 working days to reflect. Our bank details are shown after you place the order and in your order confirmation email.

No. Orders ship from our stock in South Africa, so there are no customs or import charges to pay on delivery.

Yes. You can return unopened products within 7 days of delivery. Email info@velvetskinbeauty.co.za with your order number before you send anything back. You pay the courier to return it, and we refund you by EFT within 10 working days of receiving it.

We cannot take back opened or used products unless they are faulty. That includes a product your skin reacted to, so patch-test a new product before you use it all over.

Email a photo and your order number to info@velvetskinbeauty.co.za within 6 months of delivery. We arrange the return at our cost and replace the product or refund you, as you choose.

Not always. Medicube has redesigned the jars, bottles or boxes of several products, and both the older and newer designs are still being sold. The Deep Vita C Capsule Cream, for example, has a new jar design, and Medicube says the formula did not change. Newer packs of the Azelaic Acid 16 BB Calming Serum read “BB Soothing Serum”.

Some names also differ from Medicube’s US store, which sells the One Day Exosome Shot 7500 as “Zero Exosome Shot”, the Collagen Glow Booster Serum as “Collagen Glow Booster Milk Serum” and the Kojic Acid Turmeric Brightening Gel Mask as “Kojic Acid Turmeric Gold Jelly Gel Mask”.

Start with your skin concern. We group the lines by the concerns Medicube lists for each one:

Dark spots and uneven-looking tone: TXA Niacinamide, Kojic Acid Turmeric, Deep Vita C and Glutathione.

Dryness, fine lines and loss of firmness: PDRN Pink Collagen, Triple Collagen and Collagen.

Pores, oil and blackheads: Zero Pore, Exosome and Azelaic Acid.

To compare one format across lines, open a category: Serums, Moisturisers, Masks, Cleansers, Toners & pads or Lip care.

Yes. Apply a little to a small area before you use a new product all over, and stop using it if irritation develops. Opened products cannot be returned after a skin reaction.

No. The pages for these products say to wear sunscreen during the day or to finish with it in the morning: the Deep Vita C Capsule Cream, Glutathione Glow Serum, TXA Niacinamide Capsule Cream, Azelaic Acid 16 BB Calming Serum, Kojic Acid Turmeric Resurfacing Toner, Kojic Acid Turmeric Niacinamide Serum, Kojic Acid Turmeric Brightening Gel Mask and Kojic Acid Turmeric Vita Capsule Cream.

Patch-test first if you already use acids or retinoids, because some of our products contain them too. The Kojic Acid Turmeric Resurfacing Toner contains 3% glycolic acid. If your skin reacts strongly to it, Medicube suggests using it on only two or three evenings a week and not combining it with strong exfoliants (BHA, LHA or high-strength AHA), retinoids or high-strength vitamin C.

Retinol is in the ingredient lists of the PDRN Pink Collagen Exosome Shot 7500, PDRN Pink Collagen Toning Gel Toner Pad, Kojic Acid Turmeric Brightening Gel Mask and Kojic Acid Turmeric Vita Capsule Cream. The toner pads also contain LHA, and so does the Zero Pore Blackhead Deep Cleansing Oil, which you rinse off. The One Day Exosome Shot 7500 contains AHA, BHA and PHA. The Kojic Acid Turmeric Niacinamide Serum contains glycolic acid, and the Azelaic Acid 16 BB Calming Serum contains 16% azelaic acid.

It is the strength name Medicube gives these serums. Medicube recommends its 2000 strength for people new to spicule products and the 7500 for experienced users. We do not stock the 2000.

Spicules are fine, needle-shaped particles of hydrolysed sponge that Medicube says shed with dead skin over several days. The exosome shots are for evening use every 3 days, as their cartons direct, and Medicube says tingling, redness, itching or warmth can follow.

We cannot confirm that any product is vegan, and some contain added fragrance.

Salmon-derived ingredients (salmon PDRN, listed as sodium DNA, or salmon egg extract) are in every product in the PDRN Pink Collagen line and in the Collagen Glow Booster Serum. Milk-derived ingredients are in the Collagen Glow Booster Serum and the PDRN Pink Collagen Exosome Shot 7500. Medicube’s current US ingredient list for the One Day Exosome Shot 7500 also includes milk exosomes, so check its carton if you avoid milk. The Collagen Night Wrapping Mask, Kojic Acid Turmeric Brightening Gel Mask, Triple Collagen Serum 4.0 and Triple Collagen Cream contain collagen or elastin, and their ingredient lists do not say where it comes from.

The products with added fragrance are the Deep Vita C Capsule Cream, Collagen Glow Booster Serum, PDRN Pink Collagen Gel Mask, Kojic Acid Turmeric Brightening Gel Mask, Triple Collagen Serum 4.0, Triple Collagen Cream, Glutathione Glow Serum, Zero Foam Cleanser and Zero Pore Blackhead Deep Cleansing Oil. Others contain plant oils, such as the lavender and bergamot oils in the Kojic Acid Turmeric Resurfacing Toner and the lemongrass and anise oils in the TXA Niacinamide Capsule Cream.

Product pages list the key ingredients. Email info@velvetskinbeauty.co.za if you need a product’s full ingredient list.

No. The box holds the device and a manual. Charge it with a USB-C cable rated DC 5V, maximum 2A. A full charge takes about 4 hours.

The manual says not to use it with a pacemaker or other implanted electronic device, or during pregnancy or breastfeeding. The product page lists the manual’s other cautions.

If spicule products are new to you, Medicube advises against using its AGE-R devices with the exosome shots.

Yes, for 6 months from delivery, under the Consumer Protection Act. If it stops working properly in that time, email info@velvetskinbeauty.co.za with your order number. We arrange the return at our cost, then repair it, replace it or refund you, as you choose. The cover does not include damage from a fall or from use that goes against the manual.

Medicube’s 1-year warranty covers devices bought from Medicube’s US store, not from us.

Email info@velvetskinbeauty.co.za. We reply within 1 working day. Hours: Monday to Friday, 09:00 to 17:00. Closed on weekends and public holidays.

Include your order number if you are writing about an order. We are an online shop with no phone line, walk-in store or collection point.