Returns & refunds
If something isn't right, we'll put it right.
What we accept
Tell us within 7 days of delivery and we'll replace or refund a product that:
- arrived damaged, leaking or broken
- is not what you ordered
- arrived past, or very close to, its expiry date
- is sealed but faulty
What we can't accept
Skincare is applied to the skin, so once a product has been opened and used we cannot resell it and cannot take it back. That means we can't accept returns because:
- you changed your mind after opening it
- the texture or scent wasn't what you expected
- it didn't suit your skin, where the product itself is not faulty
If a product irritates your skin, still call us. A reaction is not the same as a change of mind, and we'd rather hear about it and help you find something that suits you than have you quietly stop using it.
How to start a return
- Call +880 1700-000000 or message us on WhatsApp
- Have your order number ready — it starts with SK
- Send a photo of the problem where you can; it usually settles things immediately
We'll arrange collection or ask you to send it back, depending on where you are. If the fault is ours, the return courier charge is ours too.
Refunds
Because orders are paid in cash on delivery, refunds are paid back by bKash, Nagad or bank transfer to the number or account you tell us. We process refunds within a few working days of the product reaching us and confirming the fault.
Where you'd prefer it, we can replace the product instead, or leave the value as credit against your next order.
Refused and returned parcels
Refusing a parcel at the door costs you nothing. If a parcel comes back to us unopened for any reason, we'll call you to arrange redelivery or close the order — whichever you prefer.
Cancelling before dispatch
An order that hasn't yet gone to the courier can be cancelled outright. Call us with your order number and there is nothing further to do.