Shipping & Returns

Thank you for visiting and shopping at Skin Cupid. In this page you will find the terms and conditions that constitute our Shipping and Returns Policy. 

 

Important note

While our warehouse will operate during the Easter holidays, our couriers will not do any collections, therefore, orders will not be dispatched during this period. Collections will resume on Tuesday 2nd, April. We appreciate your understanding on this matter.

 

Shipping Policy

We aim to dispatch orders within 24 to 48 business hours from the moment of order creation. Business hours span Monday to Friday, from 10:00 AM to 7:00 PM, excluding UK bank holidays. 

Please note that, if the 48-hour period falls outside of our business hours, an additional day will be required for processing, as the order will be collected on the following day.

During sale periods and due to an increase of orders received, this time frame can be extended. We kindly ask for your understanding and support during busy periods as we do our best to dispatch orders as soon as possible. 

Please be assured that we are committed to dispatching orders promptly and efficiently, and we appreciate your patience and support during these busy periods.

Please note that we cannot deliver to PO Boxes outside of the UK.

 

UK Delivery - All orders are tracked

United Kingdom, Isle of Man, Jersey, Guernsey

FREE Delivery on UK Orders over £35 (2-3 working days from dispatch)*

£3.99 - Royal Mail Tracked Standard Delivery (2-3 working days from dispatch) 

£5.50 - Royal Mail Tracked First Class Delivery (1-2 working day from dispatch)

*All orders eligible for free delivery will receive the Royal Mail Tracked Standard Delivery service.

Important international delivery information:

We are working with world-class international couriers, but there can be delays that are out of our control, such as customs processing times in your specific country. If you have issues with your order, please send us an email and we will try our best to help. 

Skin Cupid ships all the orders from the UK, and therefore parcels may be subject to additional customs and taxes upon entry to your destination country. Skin Cupid is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). 

 

European Delivery - All orders are tracked 

Austria, Belgium, Bulgaria, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Sweden, Switzerland, Faroe Islands, Hungary, Iceland, Svalbard & Jan Mayen, Gibraltar, Monaco, Falkland Islands, Slovakia, Slovenia

  • FREE standard delivery on all orders over £80
  • £6.99 – on orders between £40 and £80, within 5-10 working days from dispatch
  • £9.99 – on orders below £40, within 5-10 working days from dispatch

* For orders from the EU countries, no customs tax is charged on orders under €150. Please make sure your total order amount is less than €150 before any discount is applied.

 

    Rest of the World Zone A 

    Cyprus, Qatar, Saudi Arabia, Kuwait, Oman, Bahrain, Lebanon, Malta, United Arab Emirates

    • FREE standard delivery on all orders over £150 – 5-6 working days from dispatch
    • £15.99 – 5-6 working days from dispatch

    * For orders from the United Arab Emirates, all duties and taxes will be covered by Skin Cupid

     

    Rest of the World Zone B 

    United States, Israel, Australia, New Zealand, Canada, Morocco
    • FREE standard delivery on all orders over £150 – 10-15 working days from dispatch
    • £12.99 – 10-15 working days from dispatch

    Please note that shipping times are impacted by customs processing times in your specific country that are out of Skin Cupid's control. Shipping to Australia and New Zealand may take longer than 10 working days.

    For Israel, we are currently pausing shipping due to severe delays in the area. Please keep an eye out on this page for further updates.

    Working days are defined as Monday to Friday, excluding Bank Holidays.

     

    Returns Policy

    Please note that we do not offer returns for international orders.

    For UK orders, we have a 14-day return policy from package receipt. This means that you have up to 14 days after receiving your package to request a return.

    To be eligible for a return, your item must be in the same condition that you received it; this means unused, unopened, and in its original packaging. You will also need the receipt or proof of purchase.

    To initiate a return, please contact us at hello@skincupid.co.uk. Please note that any items sent back to us without a return approval from us will not be accepted.

    Return labels are not provided by us, customers will cover the postage cost to send the goods back to us. The provider and service to be used are at the discretion of the customer.

    Damages and issues 

    Please inspect your order upon reception and contact us at hello@skincupid.co.uk if the item is defective, damaged or if you received the wrong item, so that we can evaluate the situation and offer you a resolution. When contacting us, please include photos of the products received and any damage sustained to the box.  

    Customers are encouraged to look at the ingredient list carefully to ensure they are not allergic to anything. If you are unsure, please contact us at hello@skincupid.co.uk. Our dedicated team will do our best to help you choose suitable products.

    Address issues

    If your order is returned due to an incorrect or incomplete shipping address, we will provide you with a refund with the shipping fee deducted.

    Customs and VAT fees

    If your order is returned because customs or VAT fees generated by customs in the recipient's country have been declined by the customer, we will process a refund deducting shipping costs.

    Parcel rejected or not collected

    If your order is returned because it was rejected at the moment of delivery or it was not collected within the allotted timeframe, we will issue a refund deducting the shipping fee from the total amount.

    Exceptions / non-returnable items 

    Unfortunately, we cannot accept returns on sale items, gift cards or items that are opened and used.

    Refunds 

    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

    If approved, you’ll be automatically refunded (either in full or partially) on your original payment method. Please note that we cannot direct refunds to a different account, entity or payment method.

    Please take into consideration that it can take some time for your bank or credit card company to process and post the refund in your account.

    It is important to note that any pertinent fee deduction is applicable to all orders, including those with free shipping.