Return and refund policy

Returns
You may cancel your order at any time before your order is packaged for dispatch, and you can return your order to us within 30 days after receipt. To cancel your order prior to dispatch, please contact us immediately by email at contact@helloskinshop.co.uk for instructions.

To cancel an order after receipt, please return the product by accessing the tracking link that you received by email and click "Return your order". Enter your postcode and tick off the product(s) that you want to return. After completing the form you will receive an address label that you should print and attach to your return order. Unfortunately, we do not provide free return shipping labels.

You may not cancel your order if the products are sealed products, which are not suitable for return due to health or hygiene reasons, and were unsealed after delivery. Exceptions are made if such products were damaged or faulty upon delivery or have been incorrectly delivered.

If products are seized by customs or returned, we can't be held responsible and shipping fees will not be refunded. 

We will not be responsible for any loss or damage to products in transit and returns are made at your own risk.

If you notice that your item is damaged at receipt, we advise that you refuse to accept the item. If you only notice after receipt, you should take a photo of the item and forward it to contact@helloskinshop.co.uk and return the item. We may offer an exchange or refund as appropriate.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Please note that used or opened products are not eligible for an exchange or refund.  

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 1-2 days of our receipt. We will send you a receipt of this transaction to the email account that was used for the purchase.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.

If you have completed these steps and you still have not received your refund, please contact us at contact@helloskinshop.co.uk.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at contact@helloskinshop.co.uk for further instructions.