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Shipping & Returns - US/CAN
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 4:30 PM CST, excluding weekends and US holidays.
- Orders submitted before 12:00 PM CST, Monday through Friday, will be dispatched the same day.
- Orders submitted after 12:00 PM CST on Friday, or over the weekend, will be dispatched on Monday.
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: 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 48 hours. Thank you for your understanding!
US Delivery (USD)
Canada Delivery (CAN)
All orders are dispatched from the U.S. Customers are responsible to cover any additional customs or taxes upon arrival.
Canada Post strikes - Due to ongoing strikes, deliveries to Canada are experiencing delays. We appreciate your understanding and patience during this time.
Returns Policy
We hope you’re satisfied with your purchase, but if you need to make a return, we’re here to help.
Return Eligibility
- For U.S. and Canada orders, a return must be requested within 14 days of receiving your package.
- Items must be unused, unopened, sealed and in their original packaging.
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 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 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 choose 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!