Delivery & returns

Any questions about your order? Our customer service team is available Monday to Friday, 9am to 6pm: contact@skinora.it · +39 379 292 33 16 (phone and WhatsApp).

DELIVERY

AREAS SERVED

SKINORA delivers to countries within the European Union and the United Kingdom. The destinations actually available are those shown at checkout, once you have entered your delivery address.

DELIVERY TIMES AND RATES

Delivery options, rates and estimated delivery times are calculated automatically at checkout based on your country, your address and the available carriers (GLS, Poste Italiane, TNT, DHL, DPD, FedEx).

Several delivery methods may be available depending on the destination, including economy, standard or express.

The price and estimated delivery time displayed at the checkout are binding.

For deliveries outside the European Union, customs duties, taxes or import charges may be applied by local authorities. These charges are payable by the recipient.

FREE DELIVERY ON ORDERS OF €90 OR MORE

Standard delivery is free for orders delivered in Italy with a total value of €90 or more. The free option appears automatically at checkout once this condition is met. For other countries, delivery charges apply according to the rate displayed at checkout.

ORDER PREPARATION

Orders are usually prepared and handed over to the carrier within 1 to 2 working days. This preparation time is in addition to the delivery time indicated at checkout. Orders placed at the weekend or on a public holiday are processed from the next working day.

CONFIRMATION AND TRACKING

After placing your order, you will receive an order confirmation by email. A dispatch confirmation containing tracking details will then be sent to you as soon as the parcel is collected by the carrier.

Customers with an account can also view their orders via their personal account.

INCORRECT OR INCOMPLETE ADDRESS

Please check your address carefully before confirming your order. If an incorrect or incomplete address results in the parcel being returned or re-dispatched, additional charges may apply.

DAMAGED, LOST OR UNDELIVERED PARCELS

If your parcel is shown as delivered but you have not received it, if it arrives damaged, or if its tracking status has not updated for several working days, please contact our customer service team so that we can check the situation with the carrier.

RETURNS & REFUNDS

RIGHT OF WITHDRAWAL

For purchases covered by the right of withdrawal, you have 14 days from receipt of your order to inform us of your decision to withdraw.

RETURN CONDITIONS

Returned products must be in their original condition, complete and, where applicable, unopened and unused.

For reasons of hygiene and health protection, certain cosmetic or skincare products that have been unsealed after delivery may not be eligible for the right of withdrawal where permitted by applicable regulations.

Products that are damaged, used or incomplete for reasons other than simply checking them may be subject to a reduction in the refund in accordance with applicable regulations.

HOW TO REQUEST A RETURN

Before posting a product, please contact us at contact@skinora.it stating your order number and the products concerned.

We will provide you with the necessary instructions for making the return.

Do not send a return without first contacting our customer service team.

RETURN COSTS

Returns from Italy and other EU countries are free, including when you exercise your statutory right of withdrawal. For the United Kingdom and other destinations outside the EU, any applicable return costs are stated in our Refund Policy. If the product is defective, damaged, or incorrect, contact us before returning it.

If you have received an incorrect, damaged or faulty product, please contact us before making any return so that we can offer you a suitable solution.

REFUND

Once we have received and checked the return, we will inform you of the outcome.

Where a refund is due, it will be issued via the payment method used when placing the order, in accordance with the timeframes set out in the applicable regulations. The time taken for the refund to appear may then vary depending on your bank or payment provider.

Any additional costs resulting from choosing a delivery method that is more expensive than the standard option offered may not be refunded, subject to the limits set out in the applicable regulations.