Shipping policy
Shipping & Delivery Policy
Version 3.0 · Effective April 2026
This policy is operated by Skintique Limited (trading as Skintique Retail), company number 10541519, registered office 124 City Road, London EC1V 2NX. For any help with delivery, email hello@skintique.co.uk or call 020 8088 8342. Our customer services team is available Monday to Friday, 10am to 2pm, excluding UK public holidays and any closures notified on our website.
Returns & Refund Policy · Cancellation Policy · Terms of Service
Delivery charges
Standard UK delivery is £4.95. Delivery is free on UK orders over £50.
Where an order qualifies for free delivery and items are subsequently returned in part, so that the retained items fall below the free-delivery threshold, our standard delivery charge may be applied to the retained items. See our Returns & Refund Policy for details.
All orders are sent via a tracked service. You will be emailed a tracking number once your order has been dispatched.
Express delivery is available for selected brands at an additional cost, subject to stock availability, with a cut-off time of 12:00pm (11:00am on Fridays). Express delivery and high-value orders over £100 are sent with a Tracked 24 Signed For service.
Cut-off for standard shipping orders is 3:30pm (2:00pm on Fridays), subject to stock. Orders placed after 2:00pm on Fridays will not be dispatched until the following Monday, subject to the above schedule.
Dispatch times
Orders are typically dispatched within 1–3 working days (Monday to Friday, excluding bank holidays), subject to stock availability. This is an estimate only.
Once an order enters our dispatch process — which includes warehouse picking and the generation of a postage label — we are unable to stop or amend it, even if the parcel has not yet physically left our premises. If you need to cancel urgently, please contact us immediately at hello@skintique.co.uk or call 020 8088 8342.
Estimated delivery times
- Standard delivery: 2–4 working days after dispatch
- Express delivery: 1–2 working days after dispatch (selected brands only and subject to stock)
All delivery timeframes are estimates and may vary depending on stock availability and courier performance. We cannot be held responsible for delays caused by circumstances outside our control. Working days are Monday to Friday.
Stock availability
The majority of our products are held in stock; however, we cannot guarantee that all products ordered are available for same-day fulfilment. If a stock shortage means we are unlikely to dispatch your order within 11 working days of receipt, we will contact you within that period to agree a revised delivery date or issue a full refund. We will deliver goods within 30 days of contract formation unless a longer period is agreed; if we are unable to deliver within 30 days, you may cancel the order and receive a full refund.
Tracked delivery
All orders are dispatched via a tracked service. You will be emailed a tracking number once your order has been dispatched. Express delivery and high-value orders over £100 are sent with a Tracked 24 Signed For service.
As part of our agreement with Royal Mail, tracking updates and estimated delivery notifications are sent directly to customers by email and SMS. You can also track your parcel using the Royal Mail app: royalmail.com/downloadapp.
Delivery and risk
All parcels are dispatched with our standard delivery instruction that goods must be handed to the recipient or returned to the depot. Where you have given the courier any instruction — whether through a standing account preference, an in-app safe-place setting, a note left at your address, a verbal arrangement with the delivery driver, or any other means — to deliver to a safe place, a neighbour or otherwise without your direct receipt, that instruction takes precedence in the courier’s delivery system.
Where a parcel is delivered in accordance with any such instruction given by you, the parcel is treated as delivered to a person or location identified by you for the purposes of section 29 of the Consumer Rights Act 2015, and risk passes to you at the point of that delivery. The courier’s tracking and delivery records (including any delivery photograph and location information) will be relied upon as evidence of how and where the parcel was delivered.
Past delivery practice
Where parcels have previously been delivered to you in a particular manner — for example, left at your front door, with a neighbour, or in another safe place — and you have accepted those previous deliveries without raising any objection, that established practice will be treated as evidence of your authorisation for parcels to be delivered to you in the same manner in the future. If you wish to change a previously-accepted delivery practice, you must notify the courier directly through your courier account or app, and inform us in writing before placing your next order.
We are unable to accept liability for parcels reported as lost, stolen or damaged after delivery in accordance with your instructions to the courier or in line with your established past delivery practice. If you wish to ensure delivery only into your hands, please ensure no standing safe-place, neighbour or other delivery preferences are active with the courier, do not leave any note authorising alternative delivery, and arrange to receive the parcel in person.
Order processing and contract formation
As detailed in Section 6C of our Terms of Service, an automatic acknowledgement email is sent when your order is received. This acknowledgement does not constitute acceptance of your order. Payment processing alone does not constitute acceptance of your order or create a binding contract. A binding contract is formed when we send you a dispatch confirmation email confirming that your order has been dispatched. Until that point, we may decline or cancel your order without liability.
We reserve the right to refuse or cancel any order, including for suspected fraud, inability to verify customer credentials, bulk purchase attempts, high-value purchases requiring additional verification, or abuse of vouchers and loyalty points.
Currency and refunds
All transactions are processed in GBP and refunds are issued in GBP. Where you pay using a foreign card, your bank may apply a different exchange rate at the time of payment and at the time of refund — any difference is determined by your bank and is not refundable by us. See Section 6C of our Terms of Service.
Inspecting your order
Please inspect your order on receipt and notify us promptly of any damaged, defective, incorrect, or missing items, and in any event within 48 hours of delivery where possible, by emailing hello@skintique.co.uk or using our onsite chat. All our parcels are packed under overhead CCTV at our packing desks. Reporting outside this period does not affect your statutory rights to a remedy in respect of faulty or non-conforming goods, but may make investigation more difficult.
Failed or undelivered orders
If a parcel is returned to us because of an incorrect delivery address you provided, a failed delivery attempt, or non-collection from a postal depot — including where a redelivery was arranged but unsuccessful — a re-delivery fee plus an admin fee of £5 will be charged.
It is your responsibility to be available to receive your parcel. Please contact us at hello@skintique.co.uk within 7 days of the attempted return to arrange redelivery or a refund.
Defective products
If you believe you have received a defective product, please contact us at hello@skintique.co.uk or on 020 8088 8342. Once verified and the return received, we will arrange a like-for-like replacement, repair or refund in accordance with the Consumer Rights Act 2015. Original proof of purchase is required. See our Returns & Refund Policy for the full process.
Products ordered in error
If you have ordered a product by mistake, please contact us as soon as possible at hello@skintique.co.uk. Your right to cancel within the 14-day cooling-off period applies in the normal way, subject to the hygiene seal exception described in our Returns & Refund Policy.
Reactions to a product
If you experience an adverse reaction, please stop using the product and contact us at info@skintique.co.uk. Our reaction reporting process is set out in our Returns & Refund Policy.
Subscription deliveries
The standard £4.95 delivery charge applies to each individual subscription delivery (free over £50). Subscription orders follow the same dispatch and delivery timescales as standard orders. Your delivery frequency is set when you subscribe and can be managed via the link in your order confirmation email.
See our Cancellation Policy for full subscription terms, including your minimum payment commitment and how to cancel.
Personal use only
All products purchased from us are for personal use only. See Section 6C of our Terms of Service for the full restriction.
Fraud prevention
Like all UK retailers, we work hard to protect honest customers from the cost of fraudulent claims. We may verify information provided in connection with refund requests, non-delivery reports or claims of missing items, including by reviewing courier evidence, packing CCTV and order history. Where we identify activity that we reasonably consider to be fraudulent, we may decline a refund or replacement, suspend the customer’s ability to place future orders, and report the matter to Action Fraud UK and to fraud prevention agencies including the National Fraud Database. Information shared with these agencies may be used by other organisations to help prevent fraud, in accordance with their published terms.
We will not refuse a refund or remedy on the basis of suspicion alone, and nothing in this policy affects your statutory rights as a consumer if your claim is genuine. See our Privacy Policy for more on how we process information for fraud-prevention purposes.
This policy should be read alongside our Returns & Refund Policy, Cancellation Policy, and Terms of Service.
Skintique Limited · Shipping & Delivery Policy v3.0 · April 2026