Shipping & Returns
The types of delivery are as follows:
*Free standard delivery available when the minimum amount stated has been reached for each region.
**Please note EU and International orders may incur a custom charge. This will have to be paid by the customer in full. Some orders may incur extra transactional fees from the bank even if the order has been processed in your local currency, these transactional fees must be paid in full by the customer.
PLEASE NOTE: Due to the recent move to our new warehouse we are currently expecting delays in the delivery of orders. We apologise for any inconvenience caused by this and thank you for you patience and understanding.
How will Covid-19 and Brexit affect my order?
Unfortunately, due to the increased demand in delivery services please anticipate delays in the delivery of your order as our courier services are taking extra precautions to deliver items safely and follow the local governments guidelines to prevent the spread of Covid-19. Also, due to Brexit, orders to EU countries may experience delays during Customs.
For EU and International orders, please be aware if your order exceeds the maximum value for imported goods before it is charged, you may be asked to pay for customs to receive your order, you must pay this additional charge in full. If you have any other questions regarding how Covid-19 or Brexit will affect your order, please email us at email@example.com
Can I change the shipping address after I have placed an order?
Unfortunately, you cannot change the address once the order has been placed. Please email us at firstname.lastname@example.org to request the cancellation of the order before placing the order with the correct address.
I am from the UAE, should I add my PO Box Address?
Yes, please add your PO Box address, we have found that some of our orders to the UAE have been rejected from the local postal services as there was no PO BOX address provided. It is therefore advised that you add your PO Box address as a precaution and to ensure your order does not get sent back to us by mistake.
When will my order be dispatched?
Orders placed before 1pm on a working day will be dispatched on the same day. Orders placed after 1pm will be dispatched on the following working day.
Please be aware that the delivery of your order may be impacted by national holidays in the UK and in the respective country in which the order has been shipped to. Orders placed on Saturdays, Sundays and bank holidays will be processed the following working day.
I have ordered an item with a pre-order; will this delay the dispatch of my entire order?
Yes, all orders with pre-ordered items will be dispatched together once the pre-ordered item is back in stock. If you would like to receive the other products as soon as possible, it is advised to place separate orders for the products in stock and on pre-order.
My tracking number is not working
Please allow 24 hours for your tracking number to activate as it needs to be picked up by the courier before it is activated. For international orders, tracking may not be available at the delivery partners website as it has not passed through customs. Please wait until your order has passed through customs before tracking your order. If you are still experiencing issues with the tracking number, please contact us at email@example.com and include your name and order number.
Why am I asked to pay an additional charge to receive the order?
Please be aware that EU and International orders may incur customs charges and tax charges, please be advised that the customer must pay this in full.
Prior to placing your order, please check with your local government guidelines for taxes and import charges on items imported from abroad. Skin Library is not responsible for any tax charges or import charges on orders.
My order has not arrived, what should I do?
Unfortunately, sometimes there are delays in the delivery services which may affect your order. Please email us at firstname.lastname@example.org if your order has not arrived past the expected delivery date so we can investigate further. Please be aware, we cannot issue a refund whilst your order is in-transit.
If an order has been instructed to be left at a unattended space, kindly note Skin Library Limited will not be held responsible for any damage/ lost items after the delivery.
My order has not arrived as the wrong address was used
We are sorry to hear this, we advise all customers to check that the shipping address used to process the order is correct. Please note, Skin Library Limited will not be held responsible for any errors in the delivery for incorrectly spelt or mistyped delivery information.
Sometimes our delivery partner will pick up the package and identify that the delivery address is incorrect, in which case the order will be sent back to us. If the order has been returned to Skin Library due to the insufficient address or incorrect address we will email the customer to notify of this. In order to get the order re-shipped out to you, Skin Library reserves the right to charge the customer for the second shipping charge (please look at the table above for the shipping charges). If you want to receive a refund for the undelivered order which had been sent on free shipping, Skin Library reserves the right to charge for Postage and Packaging (please look at the table above for the shipping charges).
I am missing an item/ received the wrong item
We are sorry to hear this has happened, please email us at email@example.com as soon as you can with your order number in the email subject and we will gladly help you! Please also include any images of the incorrect item where necessary.
My order came defected or damaged
We are sorry to hear this has happened, please email us at firstname.lastname@example.org as soon as you can with your order number in the email subject, include images of the defected/ damaged product and we will gladly help you!
I would like to request a refund
We are sorry to hear you are dissatisfied with your order, please send us an email with your name and order number at email@example.com. Please state the reason for the request to refund and we will try to get that sorted for you as soon as possible. Please note, refunds are issued upon receipt of the returned product in resalable condition (sealed and unopened).
For orders which are still in-transit, please be advised that there is a window of time before we can act on your behalf to claim the item as a lost item and then process a refund, they are the following:
For deliveries within the UK: +7 working days past the due delivery date
For deliveries to Europe: + 20 working days past the due delivery date
For deliveries to outside of Europe: + 25 working days past the due delivery date
If you are not satisfied with the product we are happy to issue a refund within 14 days upon arrival given that the products are in their original packaging and have been unopened, unused. seals and packaging are intact. We reserve the right to refuse returns if it has been found that the products are damaged and are not in sellable condition.
Refunds will be processed using the original payment method after the warehouse team have received the returns and have inspected it to confirm it is in sellable condition.
All free gifts that came along with the order must be returned with the product which requires a refund. If we find that the free gift has not been returned along with the product, we reserve the right to deduct the value of the free gift from your refund.
Kindly note, for partial refunds we reserve the right to impose shipping charges if the total after the refund amount does not exceed the minimum threshold for free shipping.
We do not refund any of these items:
- For hygiene reasons - Products which have been used, opened and the seal has been broken
To arrange a refund, please follow these steps:
- Email us at firstname.lastname@example.org. The subject should be: REFUND // Your Order ID
- Please put in the details of the item(s) you wish to return and state whether you want to issue a refund, an exchange or replacement. If you are concerned about damages to the product during its return journey, we recommend that you attach a photograph of the product you wish to return before you post it back to us.
- Once the refund has been approved, make sure to pack the product securely to avoid damage to the product and send it to the address provided in the email.
- For European and International orders, you will need to pay for the shipping costs when returning the item(s). This cost will be non-refundable. We are looking to provide free returns very soon.
- As we cannot guarantee that we will receive the item(s), we advise you to use trackable shipping since we can only issue a refund upon receiving the item(s).
Late or missing refunds
We aim to process refunds as soon as possible. You should receive a refund within 2 weeks but if it has not been issued please follow these steps:
- Contact your bank – there is usually some processing time before a refund is posted
- If it has not been processed, please email us at email@example.com