Frequently asked questions

Why isn't my promotional code working?

Promotional codes can be specific to dates, products or minimum total amount. All promotional offers, emails and sales, including the Favorites 10% off discount cannot be combined with any other offer and excludes all sale items. If you are experiencing an error with your promotional code please refer back to where you received it from and look for the following; Expiration Date, Excluded Brands, Spend Requirement. For questions or assistance with a promotional code please contact customer service 24/7 at 1-800-213-DERM (3376).

What is a promotion code and how do I get one?

Promotion codes work the same way as online coupons. Mencarestore customers that sign up for a free account regularly receive emails with discounts and promotional specials. If you would like to receive Mencare emails, please sign up for a free account and you will be added to our mailing list.


Orders and Shipping 

Do you charge sales tax?

Yes we do, Dutch taxes apply on all orders(21% VAT). For business to business and wholesale we can ship tax free. Please contact us:

How do I know my credit card information is protected on your site?

At Mencarestore we take your security seriously and go above and beyond to protect your information. Your credit card information is transmitted to us through a highly secure SSL connection, which cannot be intercepted. Once in our system your credit card information is encrypted, meaning no one has access to that information at any time. We are under a strict quarterly security audit, and purge all credit card information after 60 days.

If I save my credit card information in my account is it safe?

Your auto-checkout credit card information is encrypted and protected by a password for your security. To ensure your information is never stolen, your password decryption only shows a portion of your credit card information meaning that if your password is stolen your information is still safe in our system.

Where is my order?

You may check the status of your order instantly with MENCARE's convenient LOGIN

How can I track my order?

We provide tracking information in your shipment confirmation email that is sent out once your item has been shipped. You can also view this information online in your account under "Track an Order".

How do I change an item in my order?

If your order has not already shipped, you may add or remove products from your order by logging into your account.

Once you have logged in, go to "Order History" then click the "Would you like to change this order?" link. You'll be directed to a page that allows you to add or remove any item you wish.

How do I change payment information on my order?

If your order has not yet shipped, you may change your credit card information by contacting MENCARE : +31(0)30-2741132.

How will I know when my order has been shipped?

MENCARE will email a Shipment Confirmation that details your order and shipment date.

How long will it take for my order to arrive once it's shipped?

Delivery time will depend on the country you are from, usually shipment is between 1 and 6 days. With all shipping methods your tracking is available via your account online or by calling our customer service department.

What does "Temporarily out of Stock" mean?

This means that MENCARE does not currently have inventory for the item in question, in most cases that item in on order. If the item is on backorder, we will provide an "estimated" time of arrival (ETA), which is often dependent on the manufacturer.

At which point do you charge my credit card for my order?

MENCARE charges your credit card at the time your order actually ships.

How can I cancel my order?

If your order has not yet shipped, you may cancel your order by logging into your account.

Some of the items in my order are out of stock. Can I have the available items shipped now and the backordered items shipped later?

MENCARE automatically holds your order until all items are in stock. If you would like your order split into two or more shipments you will be charged separate shipping fees. To arrange for a split-shipment, please contact MENCARE Customer Service via email at or you may call: +31(0)76-8891028

How do I redeem my store credit?

Lucky You! Once you have filled your cart with all of your beauty favorites go to check out. On page 3 of your cart under "Payment Information" select "Gift Card" instead of "Credit Card" in the payment toggle. Enter your gift card number and pin and select check out. If there is a balance due you will be asked to enter your credit card information as well.

Does my store credit expire?

No, store credits never expire. So while you're thinking about it check out what's new on MENCARE store!



MENCARE ships internationally. You can see all information and shipping prices when you check out. If your country is not in the list, please contact us : and we will add your country!! 


I used PayPal to make my purchase, and have since returned/cancelled an item, why haven't I been refunded?

At MENCARE all refunds are issued within 48 hours of the request, or product being received back to our warehouse. If you haven't received your refund back from PayPal it may be because you used a credit card to make your payment. PayPal states on their site that it can take up to 30 days for the refund to appear on your statement. Please be patient, if you have additional questions feel free to contact the PayPal help department online at

What is your return policy?

You can send all orders back within 14 days of shipment. All package must be unopened en unused

How do I receive authorization for a return?

To receive authorization for a return, please contact MENCARE Customer Service 24/7 at +31(0)76-8891028

I didn't receive a full refund on my return. Why?

At MENCARE we work hard to get you your money fast, however in order to get returns processed quickly we do charge fees for packages that slow us down. There is a $15 service charge for refused packages. Also, shipping is non-refundable. 

Are gift card purchases refundable?

All gift card purchases are final. Gift cards cannot be returned or exchanged. Non-refundable if lost or stolen.


Product Information 

I previously ordered a product from MENCARE, but can no longer find that product on your website. What happened?

If you cannot locate a previously ordered item, it may have been discontinued, repackaged, renamed, or replaced. Please contact MENCARE Customer Service via email at 

Can I request specific samples?

Although we cannot provide individualized requests, we pride ourselves on offering samples from many of our leading brands. We change our sample offerings regularly so that there are always new products for you to try.


Your question not here? We will assist you by phone or email: 

Have A Questions? Call:+31(0)30-2741132



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