What should I expect on my first visit to skoah?

Your first visit starts with a skin consultation covering your concerns, products, lifestyle, and sensitivities. Your facial is fully customized with cleansing, exfoliation, extractions (if needed), treatment masks, and massage. Afterward, your skincare trainer will walk you through product recommendations and a simple routine.

Do I need to fill in any forms before my first facial?

Yes. A short intake form helps us understand your skin, allergies, and products so we can customize your treatment safely. It takes about a minute to complete.

How long should I allow for my first appointment?

Allow about 60 minutes total for a Power Facial—45 minutes for treatment plus consultation and recommendations. Longer facials will require additional time.

What should I wear to my facial?

Wear something comfortable and avoid high necklines so we can easily access your neck and shoulders.

Is skoah suitable for all skin tones and types?

Yes. All facials are fully customized and designed to work across all skin tones, types, and conditions.

Is my booking account different from my skoah.com shopping account?

Yes. Your booking account is separate and linked to your in-store profile.

Why do I have to enter my credit card when booking?

This secures your appointment under our cancellation policy. You won't be charged unless you cancel late.

I can't see my membership discount when booking—why?

No worries—your membership pricing is applied at your appointment.

I have a gift card—how do I use it?

Book normally and bring your gift card to your appointment. We'll apply it in-shop.

Do I need to book or can I walk in?

We recommend booking to guarantee your time and allow us to prepare your facial.

What is your cancellation policy?

We require 24 hours notice. Late cancellations result in a 50% service charge.

Can I reschedule my appointment?

Yes—online or through the shop, with 24 hours notice.

What happens if I'm late?

Your service may be shortened to avoid impacting the next guest.

How much does a facial cost?

Facial pricing varies by location but typically ranges from $95 to $185. View the full services list at skoah.com/pages/facials.

What payment methods do you accept?

We accept credit cards, gift cards, and membership balances.

Do you offer discounts or promotions?

Current promotions are available on our homepage or location pages.

Do you offer packages or bundles?

Yes — learn more about memberships at skoah.com/pages/memberships.

Is gratuity included?

No — gratuities are appreciated but not included.

Do you have a loyalty program?

Yes — check out our memberships at skoah.com/pages/memberships.

Do you offer corporate or group rates?

Please contact feedback@skoah.com.

How do I apply a promo code?

Enter it at checkout. Only one code can be used per order.

Where are skoah locations?

skoah has locations in Vancouver, Calgary, Boston, Houston, Nashville, and Phoenix. View all locations at skoah.com/pages/our-locations.

Hours vary by location — check your local location page at skoah.com/pages/our-locations.

Do all locations offer the same services?

Most offer the full range, but availability may vary slightly by location.

When will my order arrive?

Standard: 5–10 business days. Express: 2 days. International: approximately 10 days.

We ship internationally. Duties and taxes may apply depending on your country.

How much is shipping?

Free over $80 (Canada/US). Otherwise from $12–$55 depending on speed and location.

How do I track my order?

You'll receive a tracking email once shipped.

I didn't receive my order

Email orders@skoah.com and we'll help.

Can I gift wrap my order?

Yes — leave a note at checkout.

Can I change my order?

Contact us ASAP before it ships.

Is it safe to shop online?

Yes — we use SSL encryption for all transactions.

Can I use an in-store gift card online?

Not directly — contact us for help applying it.

I received the wrong product

Email us with your order number and we'll fix it.

When will my e-gift card arrive?

It's sent instantly to the recipient via email.

How do I check my balance?

Email us with your card number.

Most can — contact us if you have issues.

Can I return a gift card?

No — all gift cards are final sale.

Can I use it for anything?

Yes — services or products depending on card type.

What is your return policy?

Products can be returned within 60 days if at least 80% full. View the full policy at skoah.com/pages/refunds-exchanges.

How do I start a return?

Email us or return in-store with receipt.

How long do refunds take?

Typically within 5 days after receiving your return.

What if my product is damaged?

Email us with a photo and we'll fix it right away.

Can I return online purchases in-store?

No — online and in-store returns are handled separately.

How often should I come in for a facial?

We recommend once a month to keep your skin balanced, strong, and performing at its best.

Can I come for a facial weekly?

Weekly facials can overstimulate your skin. For most people, once a month is ideal.

What does a power facial include?

A 45-minute facial including cleansing, exfoliation, extractions, customized treatment, and massage.

Why is it called a power facial?

It's a results-driven, customized treatment designed to target exactly what your skin needs.

What's the difference between the power facial and facialicious?

Power facial is 45 minutes. Facialicious is 75 minutes with additional masks and extended massage.

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