For further information, please contact our customer services team on 01423 589285. Please appreciate that the entire Skin Oracle team are working hard and doing everything we can to ensure you receive your orders as quickly as possible.
PLEASE NOTE: Skin Oracle DO NOT offer a click & collect service, we only offer a postal service.
Delivery to the United Kingdom
All orders to the United Kingdom over £20 will receive delivery free of charge. Orders valued at £20 or less will be charged £3 for delivery. Standard deliveries to the United Kingdom are dispatched by either DX (Delivered Exactly) or Royal Mail and usually delivery can be expected within 1 to 5 working days of placing an order.
Skin Oracle also offer a guaranteed next day delivery service to the United Kingdom and this is available for just £7. This is applicable to orders that are placed before 2.00pm. Orders that are placed after 2.00pm and choose the guaranteed next day delivery service will be dispatched the following working day.
If guaranteed next day delivery is selected and and order is placed on a Saturday or Sunday, this will be dispatched on a Monday for delivery on a Tuesday. Orders placed on a Friday before 2.00pm are guaranteed for delivery Monday (or the next working day in cases of bank holidays), however our dedicated couriers may deliver on a Saturday. If you require Saturday delivery, please see our NEW Saturday delivery service details below.
Guaranteed next day delivery will be sent via Royal Mail or a Courier Service and delivery is guaranteed by 6pm.
Skin Oracle also offer a guaranteed Saturday delivery service. This service is available at a cost of £12.99. You must order before 2.00pm on Friday for your order to be delivered on the nearest Saturday. Please note that if a UK bank holiday falls on a Friday (e.g. Good Friday), orders for Saturday delivery will have to be placed before 2.00pm on the closest Thursday.
Parcels sent via Guaranteed Next Day or Guaranteed Saturday Delivery will require a signature.
Delivery to Europe (for countries within the EU)
Delivery to Europe is available on selected brands available from Skin Oracle.
Delivery for orders to Europe is £7.99. If an order to Europe (within EU) is over £150, then delivery for this order will be free.
Express European Delivery is also available for just £29.99. European orders that choose Express Delivery can expect their item in 2 - 3 working days, typically with Parcelforce, UPS or FedEx.
European orders on standard delivery generally take between 3 - 20 working days to be delivered, depending on the country and location that the order is being dispatched to.
Delivery Worldwide (for countries outside the EU)
Worldwide Delivery is available on selected brands available from Skin Oracle.
Delivery for orders being sent Worldwide is £9.99. If an order being delivered Worldwide (outside EU) is over £150, then delivery for this order will be free.
Express Worldwide Delivery is also available for just £29.99. Worldwide orders that choose Express Delivery can expect their item in 2 - 4 working days, typically with Parcelforce, UPS or FedEx.
Worldwide orders can take from 5 - 25 working days to be delivered, depending on the country and location that the order is being dispatched to.
Any bulk / large quantity orders outside the UK may be subject to additional shipping charges, if the parcel exceeds our shipping weight limits. A member of our team will contact you to advise on the cost of shipping if this is the case.
All orders to the South Africa, Qatar & United Arab Emirates must be sent on express delivery charged at £29.99 due to Royal Mail restrictions.
All orders to Brazil & Macau must be sent via standard worldwide delivery due to express delivery restrictions.
Unfortunately we can not ship to Albania, India, Iran, Iraq, North Korea, Syria, Cuba, Sudan, Russia & Turkey.
Please note: We always aim to ensure express orders to Europe / Worldwide are delivered within the above time scales, however we cannot accept responsibility for delays caused by unforeseen circumstances, such as remote locations (e.g. offshore islands), customs clearance or busy holiday periods. In these instances, the original shipping costs cannot be refunded.
Orders delivered to countries outside of the UK & EU may be subject to import duties and taxes (including VAT). Skin Oracle has no control over these charges and these are the responsibility of the customer. If you have any queries on this, please email firstname.lastname@example.org prior to placing your order. For full details on this please click here to read our terms and conditions.
Further Delivery Information for Orders Placed with Skin Oracle
Any orders placed on Saturdays / Sundays or Bank holidays will be dispatched the following working day (subject to stock availability).
During holiday periods (including Easter or Christmas & New Year) period it might take longer to dispatch your order (up to 7 working days).
In the event of delivery not being possible within 14 days (UK) of receiving the order, Skin Oracle will undertake to keep you informed of any changes and give you the option to cancel the order and receive full refund of monies paid.
If an item is out of stock we will aim to contact you within 5 working days of your order being placed. We may offer alternative items or inform you of the date that we expect the missing item(s) to be back in stock.
The majority of orders will arrive within the delivery times stated above, however please allow at least 15 working days for delivery before contacting us, as we are unable to investigate with our couriers until this time has passed.
Skin Oracle cannot accept responsibility on all orders include express international orders for delays caused by unforeseen circumstances, such as customs clearance or busy holiday periods. In these instances, the original shipping costs cannot be refunded.
If a parcel is deemed lost we will not be able to offer a replacement until 10 - 25 working days after the shipping date depending on the country posted to, subject to customers completing a non-receipt form. If a parcel is lost, we are not able to offer a straight refund, we will however send out a replacement. Any goods not received within the above timescales must be reported to Skin Oracle in writing 25 working days from the date of dispatch.
In the instance where tracking information shows a parcel has been delivered, however the customer claims it has not been received, Skin Oracle must be notified in writing within 10 working days from the couriers delivery date. Please note we cannot accept responsibility after this time frame due to courier regulations regarding the compensation for lost parcels.
Please ensure the delivery address provided at checkout is correct. We cannot be held responsible for failed deliveries whereby the address provided by the customer is not accurate. If a delivery fails due to a customer supplying an address incorrectly, we will not re-send or refund the order until the original parcel has been returned to our premises.
The products you order will be delivered to the delivery address you give when you placed your order, however, if you are a new customer placing an order for the first time we reserve the right to post only to the billing address provided should this differ from the delivery address.
Upon receipt of your order you may be asked to sign for the parcel received in good condition. If a parcel appears to be damaged in any way DO NOT accept the delivery and notify us immediately.
Please find below our full returns policy. Ensure you have read this information before returning any items.
Can I return an item?
We understand that from time to time an item may need to be returned for various reasons. For health and hygiene reasons, products cannot always be returned. Please note that this does not affect your statutory rights.
You can return an item if:
- It is unopened and unused, in a perfectly resalable condition
- It is returned to us within 14 days of receipt of the order
You cannot return an item if:
- The product has been opened
- The product has been used
IMPORTANT: Before returning an item to Skin Oracle, please contact our customer services team on 01423 589285 or email@example.com to receive a returns form. If you simply return an item to our registered address, this MAY NOT get processed as our returns office is at a different location.
If you believe you have a product with a faulty pump, simply contact us regarding this, as most instances like this will just be an airlock in the bottle. Our team can explain how to release this and get the pump working as normal.
Returns Terms and Conditions
Please find below an excerpt from our terms and conditions that must be agreed to when placing an order:
Skin Oracle will refund or exchange all products returned within 14 days of the purchase date if unopened and in perfect resalable condition.
If a purchased product has been used or opened, then it will not be eligible for a return, refund of exchange.
If a purchased product is returned to us and it has been used / opened / is not in a resalable condition, this will be returned to the customer without prior notice.
If you exercise your right of cancellation after the products have been delivered to you, you will be responsible for returning the goods to Skin Oracle at your own cost. The goods must be returned to the Skin Oracle UK's returns address within 14 working days of the day of giving written cancellation. You must ensure that the goods are not damaged in the meantime or in transit.
Once you have notified Skin Oracle that you are cancelling the contract, Skin Oracle will refund or re-credit you within 14 days for any sum that has been paid by you or debited from your debit/credit card for the product.
Refunds can only be made to the billing details provided when ordering.
Any delivery charges paid for on an initial order are not eligible for a refund.
Special Circumstance Returns
Occasionally, there are special circumstances when a product may be returned for reasons other then the above. These would be:
- Damages / Shortages / Incorrect Products
- Faulty Products
- Reactions to Products
- Refused / Undeliverable Packages
Damages / Shortages / Incorrect Products
Please ensure that you fully inspect goods upon receipt. Any damages / shortages / incorrect products must be reported within 24 hours from receipt of the goods. Please send full details of the issue to firstname.lastname@example.org.
If you believe you have received a faulty product, please report the issue with full details by emailing email@example.com within 24 hours. If a refund, replacement or exchange is required, full details on this process will be explained through email correspondence.
Depending on the issue, you may need to complete a Product Query Form, as the item(s) may need to be sent back to the manufacturer for testing.
IMPORTANT: It is the customer’s responsibility to patch test any new product prior to use. Always check the compatibility of products before purchasing. If you are unsure, please call our advice line on 01423 589285 for further information.
If the above process has been adhered to and a reaction still occurs, please immediately report the issue to Skin Oracle in writing at firstname.lastname@example.org. It is recommended that you take a photograph of the reaction to provide full information.
Depending on the issue, you may need to complete a Product Reaction Form, as the item(s) may need to be sent back to the manufacturer for thorough testing. In this instance, any outcome will be at the manufacturers discretion. The Product Reaction Form must be fully completed, including photographs of the reaction, within 48 hours. If a refund, replacement or exchange is required, full details on this process will be explained through email correspondence.
Refused / Undeliverable Packages
In the instance that a parcel has been returned to Skin Oracle due to incorrect / insufficient delivery details being provided or the parcel not being collected from the local postal office / depot after a delivery attempt, a re-delivery charge will be incurred. This will be charged at £3 for UK delivery, £8 for European delivery (within the EU), £10 for Worldwide delivery or £30 for Express Delivery. Customers will be contacted via email should a parcel be returned to us.
If the customer chooses to cancel the order in this instance instead of re-posting, the original postage and packaging cost covered by Skin Oracle will not be refunded (minimum £3).