Shipping & Returns

Shipping Policy

We aim to dispatch orders within 24 to 48 business hours from the moment of order creation. Business hours are Monday to Friday, from 08:00 AM to 5:00 PM British Time, excluding weekends and UK bank holidays. 

If your order is placed on a Friday or during the weekend, it will be collected on the following Monday or the next business day.

During peak times, such as sales or holiday periods, processing times may be extended due to increased order volume. We appreciate your patience and understanding as we work to fulfil your orders as quickly as possible.

Subscription boxes

Please note: Our free delivery offer on orders over £30 does not apply to subscription boxes. Subscription boxes are excluded from all promotional discounts and shipping offers.

UK Delivery - All orders are tracked

United Kingdom, Isle of Man, Jersey, Guernsey

• Free Standard Delivery on orders over £30 - (2-3 working days from dispatch) 
• Free Inpost parcel locker delivery on orders over £30 ( 2 working days from dispatch)*
• Free Next Day Delivery on orders over £150 (1 working day from dispatch)

 

• £3.99 - Royal Mail Tracked Standard Delivery (2-3 working days from dispatch) 
• £3.99 - Inpost parcel locker delivery (2 working days from dispatch)*
• £5.50 - Royal Mail Tracked First Class Delivery  (1-2 working days from dispatch) 

*Available in mainland UK only

 

Important international delivery information:

All orders are dispatched from the United Kingdom, and as such, parcels may be subject to additional customs duties or taxes upon arrival in your destination country. Please note that Skin Cupid is not responsible for any customs charges or taxes applied to your order, as all fees incurred during or after shipping (tariffs, taxes, etc.) are the responsibility of the customer.

If there has been no progress with your shipment within 14 days or you have issues with your order, please email us at hello@skincupid.co.uk and we will try our best to help.

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

United States

Skin Cupid fulfils US orders directly from our US warehouse. Please visit here for more information on shipping.

Canada

We’ve moved our fulfilment for Canadian orders back to our UK warehouse.

What this means for you:

• Wider Variety of Products: Enjoy access to more products!
• No Significant Change in Shipping Fees:
  • Free Standard Delivery on orders over CAD$120
  • CAD$20 Standard Delivery on orders under CAD$120
  • CAD$45.99 DHL Express Shipping
• Longer Shipping Times: Orders will now take approximately 5 - 10 business days to arrive, so we kindly ask for your patience.

Customs - All orders are dispatched from the UK warehouse. Customers are responsible for covering any additional duties or taxes upon arrival.

European Delivery - All orders are tracked

Belgium*, Bulgaria, Croatia, Estonia*, Falkland Islands, Faroe Islands, Finland*, France*, Gibraltar, Greece, Ireland*, Italy*, Latvia*, Lithuania*, Luxembourg*, Monaco, Morocco, Netherlands*, Poland*, Slovenia*, Spain* (excluding Canary Islands), Svalbard & Jan Mayen, Sweden*, Switzerland

• FREE standard delivery on all orders over €90
• €6.99 – on orders between €50 and €89.99 (4-10 working days from dispatch)
• €9.99 – on orders below €50 (4-10 working days from dispatch)
• €10.99 – DHL Express Shipping (Not applicable for Spain)

Austria*, Cyprus, Czech Republic*, Denmark*, Germany*, Hungary*, Iceland, Malta, Norway, Portugal*, Romania, Slovakia, 

• FREE DHL Express Shipping on all orders over €90 (5-6 working days from dispatch)
• €6.99 – on orders between €50 and €89.99 (4-10 working days from dispatch)
• €9.99 – on orders below €50 (4-10 working days from dispatch(
  

* European Union countries - No customs tax is charged on orders under €140. Please make sure your total order amount is less than €140 before any discount is applied.

 

Rest of the world zone A

Bahrain, Kuwait, Oman, Qatar, Saudi Arabia, 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)
• £29.99 – DHL Express Shipping

* United Arab Emirates - All duties and taxes will be covered by Skin Cupid except with DHL Express Shipping

Israel

• FREE standard delivery on all orders over £150 (5-6 working days from dispatch)
  
• £10.99 – DHL Express Shipping

 

Rest of the world zone B

Please note that shipping times may be affected by customs processing in your country, which is beyond Skin Cupid’s control.

Shipping to Australia and New Zealand may take longer than 10 working days.

 

Returns Policy

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

We hope you’re satisfied with your purchase, but if you need to make a return, we’re here to help. 

Return Eligibility

• For UK orders, a return must be requested within 14 days of receiving your package.
• Items must be unused, unopened, sealed and in their original packaging.

Please note that any items sent back opened, unsealed or used will not be eligible for a refund and will be disposed of upon receipt.

How to Initiate a Return

1. Request Approval: To initiate a return, please contact us at hello@skincupid.co.uk. Only items with a return approval can be accepted. 
2. Include Your Order Number: It is essential that the order number is clearly stated on the exterior or interior of the parcel for our warehouse to identify the return and mark it as received. Returns without an order number cannot be processed.
3. Shipping: Customers are responsible for the return shipping costs. Feel free to choose your preferred shipping provider and service for the return.  

Once a return request has been approved by Skin Cupid, we kindly ask that the item(s) be returned within 14 days. If the return is completed outside of this 14-day window, we may be unable to issue a refund.

Damages and Issues

• Please check your order upon receipt, and if any items are defective, damaged, or incorrect, contact us at hello@skincupid.co.uk with photos of the products, packaging and shipping label.
• While we take care to package your items securely, minor creasing or cosmetic damage to the outer retail packaging may occur during transit, especially for international deliveries. This does not qualify as product damage and is not eligible for refund.
• For ingredient inquiries or concerns regarding allergies, please review product details and reach out to us if needed—our team is happy to help you find the best products for your needs.

Address and Delivery Issues

• Incorrect Address: If a package is returned to us due to an incorrect, incomplete, or invalid address, we will issue a refund minus the original shipping cost.
• Rejected or Uncollected Packages: If a package is returned because it was rejected at delivery or not collected within the allotted timeframe, we will issue a refund minus the original shipping cost.

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.

Exceptions / Non-Returnable Items

Items that cannot be returned include: sale items, gift cards, and any items that have been opened or used.

Refund Process

Once we receive and inspect your return, we'll assess it to ensure it meets our return policy.

If approved, the refund will be issued only to your original payment method. You will receive an email confirmation of the refund. Please allow several days for your bank or credit card company to process and post the refund.

Any applicable fee deductions, including those for orders with free shipping, will be applied.

If you have any questions or need further assistance, please reach out to us at hello@skincupid.co.uk. Thank you for shopping with us!