Shipping policy

Shipping & Delivery Policy

Version 2.0  ·  Effective March 2026

Returns & Refund Policy  ·  Cancellation Policy  ·  Terms of Service

Delivery charges

A flat rate delivery charge of £3.60 applies to all orders. This charge is non-refundable.

Express delivery is available for selected brands at an additional cost, subject to stock availability, with a cut-off time of 2:00pm.

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 timescale only. 

The cut-off time for same-day dispatch processing is 3:30pm (2:30pm on Fridays). Orders placed after these times will be processed on the next available working day.

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 0845 139 2342.

Estimated delivery times 

• Standard delivery: 2–4 working days after dispatch
• Express delivery: 1–2 working days after dispatch (selected brands only)

All delivery timeframes are estimates and may vary depending on stock availability and courier performance. Skintique Retail cannot be held responsible for delays caused by circumstances outside our control. (working days are mon-fri).

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. A confirmation email will be sent to confirm any 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.

No responsibility can be taken for lost, stolen, or damaged parcels where a customer has previously instructed the delivery company to leave parcels in a safe place.

Order processing and contract formation

As detailed in Section 6C of our Terms of Service, an acknowledgement email is automatically sent when your order is received. However, no binding contract exists between you and Skintique Retail until we have explicitly accepted your order for fulfilment. Payment processing alone does not constitute acceptance of your order or create a binding contract.

Skintique Retail reserves the right to refuse or cancel any order for any reason, including but not limited to 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 exchange rates

All orders are processed in GBP (Great British Pounds) and all refunds will be issued in GBP. Skintique Retail cannot be held responsible for any exchange rate charges incurred on foreign orders at the point of refund. This is the responsibility of your bank or card provider. See Section 6C of our Terms of Service for further details.

Inspecting your order

Please inspect your order immediately on receipt and contact us within 48 hours of delivery if an item is defective, damaged, incorrect, or if items are missing. Email us at hello@skintique.co.uk or use our onsite chat. All our parcels are packed under overhead CCTV coverage at our packing desks. We cannot accept responsibility for issues reported after 48 hours.

Failed or undelivered orders

If a parcel is returned to us because of an incorrect delivery address, a failed delivery attempt, or because it was not collected 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 the customer's responsibility to be available to receive their 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 on 0845 139 2342 or hello@skintique.co.uk. Once verified and the return received, we will arrange a like-for-like replacement. Original proof of purchase is required to process any returned item. Returns for faulty products are reviewed on a case-by-case basis and the outcome is at the discretion of the Skintique Retail team.

Products ordered in error

If you have purchased a product by mistake, please contact us as soon as possible at hello@skintique.co.uk. If the order has not yet entered our dispatch process, we will endeavour to amend it. If it has already been dispatched, please contact us within 14 days of receipt to obtain a return reference and returns form. The product must be returned unused in its original sealed packaging at your cost. A £5 per item restocking fee applies. See our Returns & Refund Policy for full details.

Product has not delivered the desired effect

All products should be used in accordance with the manufacturer's guidelines and patch-tested before full use to determine suitability. It is the customer's responsibility to determine whether a product is appropriate for their skin. Skintique Retail cannot be held responsible if a product reacts with your skin.

If you experience an adverse reaction, discontinue use immediately and contact us. A Product Reaction Authorisation Form must be completed within 48 hours of us sending it to you, accompanied by photographs of the reaction taken within 24 hours of it occurring. The product may be returned to the manufacturer for testing. A refund will only be considered if the manufacturer confirms a product fault.

Subscription deliveries

The £3.60 flat rate delivery charge applies to each individual subscription delivery. 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 restriction

All products purchased from Skintique Retail must be for personal use only and are not to be resold. See Section 6C of our Terms of Service for further details.

Fraud prevention

We take fraudulent activity seriously and reserve the right to investigate any suspicious claims. Customers must provide accurate information when requesting refunds, returns, or reporting issues. False claims — including fraudulent refund requests or false reports of non-delivery — may result in suspension of service, denial of refunds, and legal action. We actively report suspected fraud to Action Fraud UK and may share relevant information with authorities or third-party fraud prevention services.

This policy should be read alongside our Returns & Refund Policy, Cancellation Policy, and Terms of Service.

Skintique Retail  ·  Shipping & Delivery Policy v2.0  ·  March 2026