Question 1

What does The Complexion Vault do?

Accepted Answer

The Complexion Vault helps you find a foundation shade match using a photo. We take the guesswork out of matching by using powerful AI to measure your skin tone, then linking it to real measurements of every product in our database. You’ll get a curated list of products we’re confident will match you, with coverage and finish taken into account.

Question 2

How do you measure my skin tone?

Accepted Answer

We analyse your photo to estimate your skin tone in a consistent colour space, so we can compare your result to our database of product shade measurements. Lighting matters, so we also guide you on how to take a photo that gives the most reliable result.

Question 3

Is this a foundation shade match, or a skin tone analysis?

Accepted Answer

Both. We analyse your skin tone first, then use that to recommend matching foundation shades. Along the way we will also tell you about your skin tone including depth, undertone and intensity.

Question 4

What information will I get in my results?

Accepted Answer

You’ll get a breakdown of your skin tone (including depth, undertone and intensity), plus a list of recommended products. We also show % match scores and explain what makes each option a close match (or where it may differ).

Question 5

Why do you ask for my skin type?

Accepted Answer

Skin type can affect how a foundation wears and looks on the skin. We use your skin type in the output to help indicate whether the recommended products are likely to work well for you (for example, whether a formula may suit dry, oily, or combination skin).

Question 6

Do you use AI, and how does it work?

Accepted Answer

Yes—we use AI for the measurement and matching. It’s guided by colour science expertise and connected to real measurements of products in our database. It measures your skin tone from your photo, compares it to product measurements to find the closest matches, and then explains the results in a practical way so you understand why something is a good match (or where it differs).

Question 7

Will lighting affect my results?

Accepted Answer

Yes. Lighting can shift how your skin reads on camera. We reduce this by looking for stable skin-tone signals and guiding you on how to take a consistent photo, but you’ll get the best results in natural daylight and without strong shadows. Avoid using flash and avoid warm or cool indoor lighting.

Question 8

Troubleshooting: what if the scan doesn’t complete?

Accepted Answer

If the scan doesn’t complete, it’s usually a weak connection or the page timing out. Try moving somewhere with a stronger Wi‑Fi/mobile signal, reload the page, and try again. If it still won’t complete, try a different browser or device.

Question 9

What should I do if my results don’t look quite right?

Accepted Answer

Try retaking your photo in natural daylight (near a window), avoid using flash, and avoid warm or cool indoor lighting. Also avoid heavy filters and strong shadows. Note: the shade swatches on screen may not display perfectly accurately because colour can vary between devices and screen settings—they’re there to help you compare the difference between your measurement and the product shades.

Question 10

Is the skin tone measurement always perfect?

Accepted Answer

The model is really good, but no skin tone measurement is perfect every time. Results depend on photo quality—especially lighting. For the most accurate result, use natural daylight, avoid flash, and avoid strong warm or cool indoor lighting.

Question 11

What’s the best way to take my photo/selfie?

Accepted Answer

Use natural light (near a window) and face the light so it’s even across your skin. Avoid harsh shadows, avoid shiny highlights, avoid using flash, avoid direct sun, avoid warm or cool indoor lighting, and take the photo without heavy filters.

Question 12

Do I need to wear makeup in the photo?

Accepted Answer

No—bare skin is best. If you’re wearing makeup, it can influence the measurement and may reduce accuracy.

Question 13

Will fake tan or tanning affect my match?

Accepted Answer

Yes. If you have tan on, you’ll be matched to your current (tanned) shade. If you want a match for your untanned skin, it can help to re-check when your tan fades (unless you want to match your tanned shade).

Question 14

Will you tell me what my undertone is?

Accepted Answer

Yes, absolutely. As part of the skin tone analysis we will give you a breakdown of your skin tone, including undertone. If you want to learn more, see our undertone guide.

Question 15

What if I have redness, acne, pigmentation or melasma?

Accepted Answer

No problem. Variations in surface tone are very common. Our measurement is designed to focus on stable skin-tone signals so it can avoid being overly influenced by redness or pigmentation and give a more natural-looking match.

Question 16

What’s the difference between undertone and surface tone?

Accepted Answer

Undertone is the underlying colour direction in your skin (the part that doesn’t change much). Surface tone is what you can see on top—redness, pigmentation, tanning, acne marks, dullness—things that can shift and affect how foundation appears. Our tool is designed to ignore surface tone as much as possible so it can match you to a shade that looks natural, rather than matching temporary redness or pigmentation. Read more in our undertone guide.

Question 17

How do you calculate the % match scores?

Accepted Answer

The % match score shows how closely a product matches your measured skin tone. It compares depth, undertone and intensity. Coverage and finish preferences help us prioritise what we show you, but they don’t change the shade match score itself.

Question 18

Can you recommend cruelty-free, vegan, or fragrance-free options?

Accepted Answer

We don’t currently filter recommendations by cruelty-free or vegan claims, and you should always check the brand or retailer information for the most up-to-date details. However, you can exclude products based on specific ingredients as part of the process (for example, talc).

Question 19

Do you recommend concealer too?

Accepted Answer

Not yet. Right now we focus on foundation matching, but we plan to add concealer recommendations in the future.

Question 20

What if I want a more tanned shade?

Accepted Answer

You can choose a “slightly more tanned” or “more tanned” option. We’ll still tell you your current skin tone and matches, but we can also recommend products that suit your preferred tanned shade.

Question 21

I feel unmatchable—what if nothing ever matches me?

Accepted Answer

We don’t believe anyone is unmatchable. It can just be really hard to find the shade that’s perfect for you—especially when the depth looks right but the undertone or intensity is off, so shades pull orange, pink, grey or yellow. We measure your skin tone and compare it to real product measurements to find matches we’re confident will look natural. If you want to understand undertone more clearly, see our undertone guide.

Question 22

Can you recommend based on coverage and finish?

Accepted Answer

Yes. You can choose what you like (sheer vs medium vs full coverage; matte vs natural vs dewy), and we’ll prioritise matches in that category.

Question 23

What if I prefer a very natural “skin-like” base?

Accepted Answer

We can prioritise formulas and finishes that blend seamlessly and are less likely to look mask-like. If you want a skin tint or a very skin-like base, choose sheer coverage.

Question 24

Will the recommendations work across different brands?

Accepted Answer

Yes—we can recommend matches across different brands, or focus on one particular brand or product if you’re only interested in that. While we don’t have every brand in our database yet, we include all the major brands and we keep the Vault updated when there are new launches or reformulations. If there’s a brand you want that isn’t included, contact us using the contact form and we’ll see if we can help.

Question 25

Do you store my photo?

Accepted Answer

No—we never store your images. Your photo is only used to run your skin tone analysis. If you use the tool without an account, we may keep your analysis data (not the image) for up to 90 days. If you use an account, we may keep your analysis history for up to 1 year after inactivity so you can come back to your results. You can contact us at any time if you’d like us to delete your data.

Question 26

Does the site sell makeup?

Accepted Answer

No—we don’t sell makeup. We may earn a commission if you click through and buy via links on the site, and this is the best way to support us. We will never push one particular brand over another; we always prioritise giving you the best match.