Shipping & Returns

Order processing

Please allow [timeframe] to process your order. Expect an email within [timeframe] to let you know your order is on the way.

Store pickup — [Insert Address]

Orders can be picked up daily, from [time]. An email will be sent when your order is ready for pickup.

Local delivery

During checkout, enter your address and choose the ship option, then continue to shipping. Local delivery is available for addresses within [insert distance] of our shop. If the local delivery option does not appear at checkout, your order is not eligible for local delivery.

Orders placed before [time] during store hours [insert store hours] will be delivered the same day. Orders placed outside these hours will be delivered the next day we are open. When your order is ready for delivery you will receive an email with real-time tracking information.

Flat rate shipping

Orders are generally shipped within [timeframe] using [shipping provider]. A flat rate shipping fee of [fee] applies to orders shipping to [locations outside local region].

Domestic shipping rates and estimates

Shipping charges for your order will be calculated and displayed at checkout.

International shipping

We offer international shipping to the following countries: [list of countries]. At this time we do not ship to [list of countries]. Shipping charges for your order will be calculated and displayed at checkout. International delivery timelines can vary greatly depending on the destination.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. WE MADE SKIN is not responsible for these charges; they are your responsibility as the customer.

Refunds, returns and exchanges

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, contact us at us@wemadeskin.com. Returns will need to be sent to the following address: [INSERT RETURN ADDRESS]. If your return is accepted, we will send you a return shipping label as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as perishable goods, custom or personalised products, and personal care goods. We also do not accept returns for hazardous materials, flammable liquids or gases. We cannot accept returns on sale items or gift cards. Please get in touch if you have questions about your specific item.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, with the receipt or proof of purchase.

Refunds

We will notify you once we have received and inspected your return, and let you know whether the refund was approved. If approved, you will be automatically refunded on your original payment method within 10 business days. It can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at us@wemadeskin.com.