We know from time to time you might not be happy with a product you’ve bought from SkinStore.
We want to make sure the process is as easy as possible and we have a dedicated customer services team ready to help you if you wish to make a return. You can return any unwanted products within 14 days of delivery provided they are unopened and in perfect condition. We will refund or offer a store credit within 30 days of purchase.Our team is available 24 hours Monday to Friday. Please follow our simple step by step guide below.
How long does it take to get a refund?
We aim to refund all returns 14-20 working days after we have received the item at our warehouse. Any beauty bag, beauty box, advent calendar, or special edition boxes will not be eligible for returns as the products inside may have been removed from their original packaging for presentation purposes. Due to health and safety reasons we are not able to accept these back once they have been delivered.
What should I do if I receive an incorrect item?
We have high standards when it comes to packaging your order however mistakes do occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
Why can’t I speak to the same agent?
To help minimize customer waiting times, and to also operate 24 hours, our system means that we cannot guarantee that you will speak to the same agent every time. Rest assured we have a comprehensive notes system for every customer.
As we post internationally you may speak to an international agent. All our customer service agents are fully trained to support you.
Why can’t I get a refund?
We do not refund unwanted items and we do not refund postage on unwanted items. We will not refund postage costs where we find no reported damage or fault once the return is received.
In all other circumstances we will refund postage together with your item. We ask you to provide a receipt of the postage back to us.
Why do I need to provide a photographic evidence / doctor’s certificate if I’ve had an allergic reaction?
Unfortunately not every return claim made is legitimate and we need to ensure evidence is provided by customers. This allows us to maintain competitive pricing for all customers.