Select Page

ACCOUNT FAQs

In our Account FAQs section, you can find lots of helpful information about your account, access and credits. If anything isn’t clear or you have a questin that isn’t answered here, please feel free to email our customer service team at hello@schoolofnaturalskincare.com – we are always very happy to help!

Can my credits be refunded or exchanged if I choose the wrong class, course or resource?

All purchases made with your credits are non-refundable and non-exchangeable. You can read more about this in our Terms & ConditionsIf you would like to purchase a different item but do not have enough credits to do so, you can do so by purchasing additional credits. You can learn more about how the Club’s credit system works here

How do I buy more credits?

You can purchase additional credits at any time just here: https://www.cosmeticformulationclub.com/purchase-credits/ 

Do my credits have an expiration date?

If you have a monthly membership subscription for the Club, there is no expiration date for your credits; they will roll over each month if you don’t use them, for as long as you continue to pay your monthly subscription fee. Please note however, that we don’t offer refunds on unused credits (except within the first 14 days of your membership) so we recommend that you use them regularly to enjoy the various classes, formulations and resources on offer within the Club.

If you are an annual member, any credits that you don’t use within a year will be rolled over and added to your balance the following year, as long as you continue with your membership. Please be aware that if you choose to cancel your subscription at the end of the year, refunds will not be issued for unused credits. We would therefore recommend that you use all credits before cancelling, bearing in mind that you can download the learning materials (with the exception of videos) to your device for future use. 

That being said, no matter what type of membership you have (monthly or annual), should you cancel your subscription and choose to rejoin in the future, any unused credits from your previous membership will remain on your account… kind of like a little, ‘welcome back’!

I missed a payment. Can I still access my account? How do I reinstate my membership?

The payment system will request your payment every month on the date you signed up.  If the first request isn’t successful, the system will make 3 further attempts in the following days.  

If all attempts are unsuccessful, your access to the Club will be suspended, but it’s easy to resolve. Please get in touch with us and we can process the missed payment for you.  This payment will also restart your subscription to the Club.

Why am I being charged tax?

As we are an international company, we are registered for sales tax (eg VAT, GST) in the applicable countries which means we need to add tax on top of the membership fee in some countries. Currently, this means for UK customers 20% VAT is charged and for Australian customers 10% GST is charged. 

At the moment if you are in (delete where applicable) the UK 20% / Australia 10% 

will be added to each monthly subscription fee.

If I can cancel can I rejoin in the future?

If you’d like to rejoin in the future,  you can sign up again using the same email address and you will then be able to access the classes you have previously purchased. Should you have any unused credits from your previous membership on your account, these will also be available to use… kind of like a little ‘welcome back’!

Please note however, that if the membership fee has increased during the time that you were not a member, then you’ll need to rejoin at the higher fee.

If I cancel will I still be able to access the classes that I’ve purchased?

We are sorry to hear that you are thinking of cancelling your membership to the Club. If there is anything we can do to help, please do get in touch.

If you choose to cancel your membership, you will have access to the classes you have purchased until midnight the day before your next payment was due. Once your membership is cancelled you will no longer be able to access anything within the Club that you have purchased. 

You can however, download learning materials onto your device to keep for as long as you wish to (the exception to this is videos, which can only be watched within the Club). We would therefore advise downloading any materials you want to keep before your access expires.

Please bear in mind that you will also lose access to the online community, Formulators’ Forum and Tutor Q&A when your Club access expires.

Can I cancel / pause my subscription? (Monthly membership)

If you have a monthly subscription to the Club and need to pause your payments for a while, you can cancel your membership and then restart it again when the Club next opens its doors.

If you do choose to cancel your membership, you will have access to the classes you have purchased for the duration of the month you have paid for. Your access will expire at midnight the day before your next payment would have been due. For example, if your next payment is due on 5 August, your access will expire at midnight on 4 August.

Please bear in mind that you will also lose access to the online community, formulators’ forum and tutor Q&A when your Membership is canceled.

You can download the class materials onto your device to keep for as long as you wish to, (with the exception of videos which can only be watched within the Club site) so we would advise downloading any materials you want to keep before your access expires. 

If you choose to cancel your membership, you just have to log into the Club site, hover to ‘My Account’ (upper right of the screen) and click on ‘Account Settings’. Then click on ‘Cancel Membership Subscription’. 

If you’d like to rejoin in the future,  you can sign up again using the same email address and you will then be able to access the classes you have previously purchased. Please note however, that if the membership fee has increased during the time that you were not a member, then you’ll need to rejoin at the higher fee. 

It is also worth bearing in mind that you will lose access to member benefits such as extra credits. We offer members with a monthly subscription 50 free credits for every 6 months of continuous membership, as a little ‘thank you’ for being a member.

Can I cancel / pause my subscription? (Annual membership)

If you have an annual subscription to the Club and choose not to renew, you can cancel your subscription at any time before your next annual payment is due.

Your access will continue until midnight the day before your next payment would have been due. For example, if your next payment is due on 5 November, your access will expire at midnight on 4 November.

When you join the Club as an annual member, you receive 600 credits at the point of joining. These credits are not refundable upon cancelling your membership, however you have until midnight the day before your subscription ends to use all of your credits. 

You can download the class materials onto your device to keep for as long as you wish to, (with the exception of videos which can only be watched within the Club site) so we would advise downloading any materials you want to keep before your access expires. 

Please bear in mind that you will also lose access to the online community, formulators’ forum and tutor Q&A when your membership is canceled.

If you choose to cancel your membership, you just have to log into the Club site, hover to ‘My Account’ (upper right of the screen) and click on ‘Account Settings’. Then click on ‘Cancel Membership Subscription’.

If you’d like to rejoin in the future,  you can sign up again using the same email address and you will then be able to access the classes you have previously purchased. Should you have any unused credits from your previous membership on your account, these will also be available to use… kind of like a little ‘welcome back’!

Please note however, that if the membership fee has increased during the time that you were not a member, then you’ll need to rejoin at the higher fee.

Can I get a refund?

If you join the Natural Cosmetic Formulation Club and then change your mind you have 14 days from the date you join to request a refund, but only if you haven’t accessed any of the products during this time (for example classes, courses, formulations etc). After you have accessed digital products you are not eligible for a refund. Please refer to the full terms and conditions for more information. We do not give refunds for unused credits.

I currently have a monthly subscription. Can I upgrade to being an annual member?

Absolutely!

The process for upgrading to an annual subscription is really straightforward.

Simply visit this link: https://www.cosmeticformulationclub.com/join/ , purchase the annual plan and our system will take care of the rest! 

The next time you login to the Club, everything will look exactly the same, but you’ll notice 600 credits will have been added to your account balance – this is your yearly allocation of credits as an annual member.

If you ever decide to switch back to the monthly plan, you can do that in exactly the same way. You won’t be offered a monetary (cash) refund, but you will keep any remaining credits from your yearly subscription, which you can continue to use in the Club.

It is worth bearing in mind however, that if you switch from an annual to a monthly plan, the monthly payments will start to be drawn straight away. We would therefore recommend only switching to a monthly plan just before your annual membership is due to renew (you might like to set a calendar reminder to give yourself a prompt to do this). 

This way, you can continue to benefit from your annual access until the point of renewal and transition to monthly payments after that point, if you decide these suit your situation better. 

Who do I contact for help with my account/ payments/ subscription?

Please contact our customer service team who will be happy to help. You can contact them at hello@schoolofnaturalskincare.com

Where can I update my payment details?

You can update your payment details by visiting this page:

https://www.cosmeticformulationclub.com/my-account-profile/

Under ‘Your orders and subscription info’, you will see a purple button which says ‘update card’. Click on this and a pop up box will appear, where you can insert your preferred payment details.

Can I see the purchases I’ve made (Order Summary)?

You can view the items you have purchased in the ‘My Account’ section of the Club. Here you will see the date of purchase, the item purchased, the credit value of that item and your credit balance after purchase. 

Each time you redeem your credit against anything within the Club (or make a ‘purchase’), you will also receive an automated email detailing the class, module, resource etc. you have chosen.

We recommend keeping a record of these emails so that you have an additional reference of the purchases you have made.