Return Policy

To be considered for a return, your item must be in the same condition as when you received it. This means it should be unused, with the product seal intact and in its original packaging We allow 30 days to decide. You don‘t have to give any reasons for returning, however it will be helpful, if you could tell us why, so we can improve. Your 30 days starts from the point of order placing. If you decide that the product is not for you, you can return within 30 days so we will refund the full amount. If you exchange your item/s, please bear in mind that your 30 days does not start over, so if you want to return again, you’ll only have the remainder of your 30 days to do so. If you couldn’t decide within 30 days, we don‘t promise a full refund. But talk to us if you‘re unhappy. We want to fix it. To complete the return, please head back to our website, click on ‘arrange a return’ and follow instructions. Simultaneously you can also send us an email at  support@heyskin.co.uk. You have the right to return your order within 30 days of delivery. To complete your return, please send the items to the following address

Return Address:

HeySkin

104 Gaston Way

Shepperton, Surrey

TW17 8EY

United Kingdom

Shipping

To return your product, just head to our website and click on ‘arrange a return’. You just need to tell us what you are returning and the reason, if you are happy to tell us and then a pre-paid label will be generated. If you’re asking for an exchange don’t forget to include those details too. Returns are free from the UK and Europe For all returns, we recommend that you retain proof of postage until you hear from us, to avoid any ambiguity in case of loss or delay. Dispatch Times: Orders are processed and dispatched within 1-3 business days after the order is placed. Delivery Times: Domestic Shipping: Delivery typically takes 3-5 business days after dispatch. International Shipping: Delivery may take 7-14 business days, depending on the destination.

Please note that these are estimated delivery times and may vary depending on external factors such as holidays, weather conditions, or courier delays.

Refunds

As soon as we receive the item, we will inspect it and process the refund within 1-2 days, if everything is OK You’ll be sent a refund notification email, and a credit will automatically be applied to your original method of payment. We can‘t guarantee exactly when your refund will show up on your card statement, though it’s typically 3-5 working days after we have processed the refund on our end. Refunds can only be returned to the original method of payment.

If you paid extra for shipping (Express, Next Day or International), this will not be refunded if you return your order – we will only refund the cost of the returned items. The only exceptions to this are if your order arrived outside of its expected delivery timing, or in the unlikely event of a product fault.

Exchanges

We are happy to exchange an item for a different size, but cannot exchange between products or colours. If you would like to exchange for a different size or colour, please place a new order online and return yours back to us for a refund. Any requests to swap colour or product will be ignored, and we will issue a refund on the item/s instead. All exchanges are subject to stock availability. If an item is out of stock at the time the exchange is processed, we will issue a refund instead. If there is no information in the new size boxes, we will issue a refund.

If you need your exchange in a hurry, we suggest that you place a new order online and return yours back to us for a refund.

Sale

We offer refunds on sale items too, no matter how big the discount.

Sadly, we don’t offer exchanges on sale items – our sale stock just moves far too quickly. If you need to swap something from our sale, pop it back to us for a refund and buy the replacement straight through our website – that way you won‘t miss out.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, but have had an email from us confirming your refund, please check your bank account again. Then contact your credit card company, 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’ve done all of this and you still have not received your refund yet, please contact us at support@heyskin.co.uk

Other

We’re really proud of our quality assurance process, but unfortunately, manufacturing faults can appear from time to time. If you receive an item that you believe to be faulty, please get in touch with us at support@heyskin.co.uk and we’ll sort you out with a refund or replacement where appropriate.