Refund policy
What is your return and refund policy?
Our goal is to help you find the products that are right for you by providing as much information on our website as possible. There is also the option to contact us at info@robynskincare.com to request a personalised recommendation. The icons displayed adjacent to each product explain the products further, and a full list of ingredients are detailed under each product.
If you'd like to return your product/s:
Please ensure your return meets our return rules before submitting a return request.
- Returns accepted for 5 days
- No sale items
Please note that once a product has been opened and/or used, and/or the safety seal has been broken, a refund will not be permitted as the product cannot be re-stocked due to hygiene reasons.
If you would like to request a return please follow the below steps:
The process for returns is the same if you do or do not have a Robyn Skincare Account:
1. Enter this link into a new browser window https://shopify.com/56622481598/account
2. In the Email field, enter your email address, and then click Continue.
3. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
4. Go back to the Robyn Skincare store page, and enter the six-digit verification code.
5. Click the order number that you want to submit the return for. (If your order has more than one item, then select the items that you want to return)
6. Click 'Request Return' on the top right hand corner of the screen.
7. Select a return reason and add a note for the store.
8. Click Request return. You will then receive an email confirming your request has been submitted.
If your return request is approved and requires shipping, then you will receive an email with shipping instructions and a return shipping label. After the product is returned, you will receive a refund.
If you experience any problems with an automatic return request please contact our Customer Care Team at info@robynskincare.com. Please type Return Request and your Order Number in the subject line.
Return requests are permitted within 5 days of the logged delivery date.
We are not responsible for returns lost in transit that have not been issued through the official returns process.
Return labels will only be generated and emailed directly to you upon a successful return authorisation.
Please do not use any return address other than the one provided on your returns label.
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 or defect that is caused by a delivery company when returning goods.
If you are returning an order please ensure it is packaged in the same or equally strong packaging as it was received to avoid unnecessary damage in transit.
If a return is approved, product/s must be received at our facility within 5 working days of the return approval and label being issued - otherwise we will not be able to authorise the full refund.
Deliveries & Shipping:
Deliveries to customers: All UK, Northern Ireland, Ireland and Australian 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.
For all deliveries, we only use tracked services. They will contact you prior to delivery using the information you provided at checkout.
Please note - parcels being delivered to Finland, Denmark or Sweden will be delivered to the recipients closest Parcelshop if EVRI is selected at checkout. These orders can be tracked (upon the parcel/s arriving at the local Parcel Office), via www.postnord.dk (for Danish deliveries), www.postnord.se (for Swedish deliveries) or www.postnord.no (for Norwegian deliveries) using the Parcel ID number located under the barcode on the label (eg 91122334455SE). Please be advised that the consignment/s can only be held at the Parcel Office for a limited amount of time, before being automatically returned to Robyn Skincare. If a customer's parcel is returned for this reason, no refund will be offered to the customers as duties, taxes and shipping costs will have been incurred.
Delivery issues relating to unpaid taxes and duties:
For deliveries outside of the UK mainland: Due to the UK exiting the EU, and varying rates of local taxes, local taxes will not be charged at checkout, and UK VAT (20%) will be deducted at checkout. Local taxes and duties 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 local taxes and customs duties are not paid by the customer upon the order reaching your home country's customs department (and in the desired timeframe), a manual return will not be permitted and a refund will not be issued under any circumstances.
For deliveries outside of the UK, we are working really hard to acquire the legal documentation required to charge your local rate of VAT and duties at checkout. In the meantime, customs duties and local taxes will not be charged on the Robyn Skincare website, and instead will be charged by your local courier shortly prior to delivery. If these are not paid by the customer upon the order reaching your home country's customs department, unfortunately we cannot accept returns or issue refunds as this information has been made available at checkout prior to purchasing.
Can I exchange my item for something else?
Unfortunately - we do not offer exchanges on any items at this time.
Missed delivery?
It shows that my package was delivered but I do not have it, what do I do?
Your courier will inform you of a pending delivery via email or text prior to delivery. If you do not receive a notification, or you do, but then your package still doesn't arrive, in the first instance you can simply and quickly enter the tracking number provided in your order confirmation and/or courier notification into the DPD, EVRI or ROYAL MAIL tracking sites as below. They will give you an update on your delivery.
https://www.evri.com/track-a-parcel
https://www.royalmail.com/track-your-item
If you continue to encounter issues with delivery, please contact info@robynskincare.com, stating 'FAILED DELIVERY' and your ORDER NUMBER in the subject field. One of our customer care team will reply to you shortly.