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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 fulfill your orders as quickly as possible.
Important notice - Black Friday
Orders placed during our Black Friday promotion, running from November 25th to December 4th, cannot be modified or cancelled. Additionally, due to the high order volume during this period, processing times may be extended by up to 72 hours. Thank you for your understanding!
Christmas cut-off times
To ensure you receive your goodies in time for the Christmas celebrations, please ensure you place your order before these dates:
- UK: Order by Thursday, 19th December 12 PM
- International: Order by Friday, 13th December 12 PM
UK Delivery - All orders are tracked
United Kingdom, Isle of Man, Jersey, Guernsey
* This service allows you to track your driver on Google Maps when your item is out for delivery, and will give you the hour in which your K-Beauty goodies will arrive. You also have the flexibility in-flight to leave with your neighbour, at a safe place and other options.
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.
US and Canada
Skin Cupid fulfills US and Canada orders directly from our US warehouse. Please visit here for more information on shipping.
European Delivery - All orders are tracked
Austria*, Belgium*, Bulgaria, Czechia*, Denmark*, Estonia*, Falkland Islands, Finland*, Faroe Islands, France*, Germany*, Gibraltar, Greece*, Hungary*, Iceland, Ireland*, Italy*, Latvia*, Lithuania*, Luxembourg*, Monaco, Netherlands*, Poland*, Portugal*, Romania*, Slovakia*, Slovenia*, Spain* (excluding Canary Islands), Svalbard & Jan Mayen, Sweden*, Switzerland.
* European Union 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.
Please note that we cannot deliver to PO Boxes outside of the UK.
Rest of the world zone A
Cyprus, Qatar, Saudi Arabia, Kuwait, Oman, Bahrain, Lebanon, Malta, United Arab Emirates*
* United Arab Emirates - All duties and taxes will be covered by Skin Cupid.
Please note that we cannot deliver to PO Boxes outside of the UK.
Rest of the world zone B
Australia, New Zealand, Morocco
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.
Please note that we cannot deliver to PO Boxes outside of the UK.
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
- Request Approval: To initiate a return, please contact us at hello@skincupid.co.uk. Only items with a return approval can be accepted.
- 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.
- 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.
- 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!