FAQ
1. When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:
- USA: 3–4 business days
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Europe: 6–8 business days
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Australia: 2–14 business days
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Japan: 4–8 business days
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International: 10–20 business days
Delivery may take little longer than usual due to the current situation. Each product at skinme has an estimated delivery time that you can find in the product description. For more information please visit Shipping policy
2. What's your return policy?
Instead of returning items, you can contact us for a full refund. Why? Returns run counter to our emphasis on sustainability: every return has a carbon footprint. So just tell us what went wrong, send along a pic, and we’ll give you your money back in full. Then, if possible, you can donate your product to a local charity or recycle it. Find more information at: return policy
3. Can I cancel my order?
Cancellations are possible if you do not receive your package within the timeframe specified for each individual product. Sometimes orders get sent out before we can process the cancelation. So if you cancel your order but still receive the package, then please go ahead and do one of three things: recycle it, donate it, or enjoy it.
4. What happens if I receive the wrong item?
If there’s an issue with your order -- if it’s the wrong size, wrong color, defective, or otherwise not exactly what you wanted -- then simply notify us, and we’ll give you a refund. You won’t be asked to ship the product back to us.
5. Do you offer exchanges?
We do not offer exchanges. However, if for any reason you didn’t get the exact product you expected, just let us know and we’ll get you a new one.
6. Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!
7. Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address
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Ask your local post office if they have your package
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Stop by your neighbors in case the courier left the package with them
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If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at hello@skinme.co.uk with your order number.
8. How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at hello@skinme.co.uk