Shipping & Returns
Where do you ship from:
All orders ship directly from the United Kingdom, where we create, formulate, and manufacture every collection.
Where do you ship to:
www.robynskincare.com offers shipping to the United Kingdom, Northern Ireland, USA, Canada, UAE, Bahrain, Oman and Qatar at this time. Northern Ireland and The Isle of Wight carry an additional surcharge for delivery. This surcharge is levied by delivery partners, and not Robyn Skincare.
For UK and Northern Ireland deliveries we use DPD 24 hr delivery or DPD 48 hour delivery. All orders need to be processed before 2pm in order to qualify for those delivery times.
For the USA, Canada, UAE, Bahrain, Oman and Qatar we offer a tracked service, which takes between 3-8 days, with an average of 5.5 days.
We only operate tracked services to give our customers peace of mind when ordering.
If we do not ship to your country at this time we apologise and hope to serve you soon in the future.
Shipping - tax duties payable:
In the United Kingdom government VAT at a rate of 20% is automatically added to your purchase price and will show as an inclusive price on the product page. It will not be added at the checkout. For ALL other countries 20% of the purchase price will be deducted at checkout, but local import customs charges will be payable by the customer prior to delivery in your home country. Your delivery handler will contact you when the package reaches customs in your home country to request payment at the local rate of tax. Robyn Skincare Ltd has no control over such government taxes or their rates.
For deliveries outside of the UK, if customs duties are not paid by the customer upon the order reaching your home country's customs department, a return will not be permitted and a refund will not be issued under any circumstances.
What is your return policy:
Our goal is to help you find the products that are right for your skin by providing as much information on our website as possible. Certain ranges are suitable for specific skin types, and others for all skin types. The icons displayed adjacent to each product explain this, and a full list of ingredients are detailed under each product.
If you'd like to return your product/s:
1.Please contact our Customer Care Team at firstname.lastname@example.org - Subject: Return Request, within 5 days of your purchase date, or within 2 days of your confirmed delivery date (which is logged by our systems), detailing why you would like to return your product. Once a product has been opened and/or used, a refund will not be permitted under any circumstances.
2.You will be contacted by a member of the Customer Care Team, and if the returns policy requirements are met, our team will be happy to provide details of the returns process and timings. It is important that you contact Customer Care on the above email address before you send in a return. We are not responsible for returns lost in transit that have not been communicated to Customer Care, or have not been authorised.
The address for returns will be provided by Customer Care directly to the customer. Please do not use any other address.
We monitor return and refund activity and reserve the right to limit or refuse a return or charge a return processing fee if we find that our policies have been abused. Any finding of abuse of our policies shall be in our sole discretion and is not appealable. We are not obligated to disclose our reasons and methods, other than to inform the consumer that the refund request is being refused for abuse of our return policy.
We are not responsible for any damage, defect, material difference or loss of orders that are delivered to a forwarding/delivery company. We will not offer replacements or refunds for orders that have been delivered to a forwarding company. If a package is lost or damaged after being received by the freight forwarder, it is the responsibility of the freight forwarder, please contact them directly with your tracking reference number. All UK mainland deliveries are issued by DPD, who will have your email address and contact number before despatching your order. It is the responsibility of the purchaser to co-ordinate the delivery according to their personal DPD settings if delivery is attempted and the purchaser is not able to receive it.
If a return is approved, product/s must be received at our facility within 5 working days of the return information email date from our Customer Care Team - otherwise we will not be able to authorise the full refund.
For deliveries outside of the UK mainland: Due to the UK exiting the EU, and varying rates of local taxes, local taxes are not charged at checkout, and UK VAT (20%) is deducted at checkout. Local taxes are then payable by the customer prior to delivery. Your local customs delivery agent will contact you on the details provided at checkout to collect payment before delivery. If customs duties are not paid by the customer upon the order reaching your home country's customs department, a return will not be permitted and a refund will not be issued under any circumstances.
Can I exchange my item for something else:
Unfortunately - we do not offer exchanges on any items.
It shows that my package was delivered but I do not have it, what do I do?
I was out when delivery was attempted, what do I do?
You will need to contact the delivery partner which will be communicated to you when your order has been despatched, via email or text message, along with a tracking number. All UK mainland deliveries are despatched by DPD, and they will contact you for your delivery preferences. DPD aims to deliver the next working day when orders are placed before 2pm the day before. Orders placed after 2pm, will be delivered 2 working days later. It is the customers responsibility to change delivery preferences if you are not going to be at home to accept the delivery.
If a package is stated 'delivered' but you have not received it, please contact your delivery partner. Please ensure you have the tracking number to hand so they can identify your package. They will be able to provide further information and can help you locate it.
We hope that you'll be entirely satisfied with your product/s, but in the event that you're not, please email: email@example.com Subject: Customer Complaint. The same timings apply as per our refund policy. A member of our Customer Care Team will contact you within 2 working days.