Shipping policy

Shipping and Delivery

Free UK delivery is available for all orders over £50. Orders £50 and under are subject to a delivery fee of £4.95.

Express delivery is available for some brands at an extra cost with an order cut off time of 2pm Monday to Friday.

Orders with Protect my order, express delivery and high-value orders over £100 are sent with a signed for delivery.

Your order will be dispatched within 1-3 working days (Monday to Friday excluding bank holidays) and is estimated to be delivered within 2-4 working days after dispatch. 

Cut-off for same-day dispatch is 3:30 pm (2:30pm Friday) subject to stock.

Stock Availability and Delivery Timeframes

The majority of products are in stock; however, there is no guarantee when purchasing from Skintique Retail that all products ordered are in stock for fulfilment the same day. If, due to stock shortage, it appears to us that we are unlikely to be able to deliver the products within 11 working days of receipt of your order, then we will either contact you within the said 11 working day period to agree a revised date for anticipated delivery of the products or re-credit any sum(s) that have been paid by you or debited from your credit card for the products concerned. A confirmation email shall be sent confirming this refund.

Order Processing and Contract Formation

 As detailed in Section 6C of our Terms of Service, an initial acknowledgement email will be 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 fulfillment. Payment processing alone does not constitute acceptance of your order or create a binding contract.

Currency and Exchange Rates

All orders are processed in GBP (Great British Pounds) and refunds will be made in GBP. Skintique Retail cannot be held responsible for any exchange rate charges on foreign orders at the point of processing a refund. This is the responsibility of your bank or credit card processing company. For more details, please refer to Section 6C of our Terms of Service.

Please inspect your order upon receipt and contact us immediately (within 48 hours of receiving the delivery) if the item is defective, or damaged or if you received the wrong item, or if items are missing so that we can evaluate and resolve the issue. Please email us at hello@skintique.co.uk or use the onsite chat.

All our parcels are packed with over head CCTV coverage on our packing desks. 

As part of our terms of service with Royal Mail they will send tracking and delivery day/tome via email and SMS. Customers are advised to make use of the Royal Mail app which can be downloaded here 

https://www.royalmail.com/downloadapp

Returns from unsuccessful delivery

In the case of a parcel being returned to Skintique due to an incorrect delivery address being provided by the customer or not collecting from their postal office/depot or the delivery has been attempted and unsuccessful including arranged redelivery attempts by the customer, a re-delivery cost as-well as an admin fee of £10 will be charged.

It is the customers' responsibility to be available at their address to receive their parcel (Orders with Protect my order, express delivery and high-value orders over £100 are sent with a signed for delivery). No responsibility can be taken for lost, stolen and subsequently damaged parcels if parcels have been left in a safe place on the customers instruction past or present to the delivery company.

Defective Products

If you have received a product that you believe to be defective, please contact us on 0845 139 2342 or hello@skintique.co.uk.

Once verified and return received our team will be happy to arrange a like-for-like replacement.

Please note that the original proof of purchase is needed to process any returned item(s). Returns for faulty products are reviewed on a case-by-case basis and the outcome of the return eligibility is at the discretion of the Skintique Retail team. 

Products ordered in error 

If you have incorrectly purchased a product, please get in touch with us as soon as possible.

We will endeavour to amend your order accordingly if it is not already been sent to the warehouse for dispatch. However, if it has been dispatched, please contact us within 14 days of receipt to obtain a return reference and return form. 

Returns are subject to the returns and refund policy and charges will apply.

You will need to complete this form and return it with the unopened product (Box seal not broken or removed), in its original packaging, to the address specified at your cost.

Please note that we cannot process the return if we do not have the correct paperwork upon receipt.

Product has not delivered the desired or expected effect

Every patient must follow the product guidance as to which products to use and how to use them. All products should be used in accordance with the manufacturers' guidelines and recommendations.

All products should be patch-tested before complete use to determine suitability. It is then the customer's responsibility to determine whether a product is suitable for use on their skin. Whilst advice may be given via telephone, email, or video conference, Skintique Retail cannot be held responsible if a product reacts with your skin.

If you experience an adverse reaction to a product, you should immediately discontinue use and contact us.

In the instance that a reaction occurs, a comprehensive Product Reaction Authorisation Form must be fully and accurately completed. This form must be fully completed within 48 hours of the form being sent from us to you, and must be accompanied with photographs of the reaction. Photographs of the reaction must be taken within 24 hours of the reaction taking place.

This and any item(s) in question will be sent back to the manufacturer for thorough testing should they decide they decide that the reaction requires further investigation. In the unlikely event the manufacturer advises that there is a fault with the product after testing, a refund maybe be issued.

Fraud Prevention and Reporting

We take fraudulent activity seriously and reserve the right to investigate any suspicious claims. Customers are required to provide accurate information when requesting refunds, returns, or reporting issues such as non-delivery or missing items. Any false claims, including but not limited to fraudulent refund requests, false reports of non-delivery, or missing items, may result in the suspension of services, denial of refunds, and legal action. We actively report incidents of suspected fraud to Action Fraud UK and may also share information with relevant authorities or third-party fraud prevention services to protect our business and customers.

As outlined in Section 6C of our Terms of Service, 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 that require additional verification, or abuse of vouchers and loyalty points.

Personal Use Restriction

All products purchased from Skintique Retail must be for personal use only, and are not to be resold. For more details, please refer to Section 6C of our Terms of Service. For complete information about our policies, please also review our Terms of Service and Refund Policy.