FAQ: Orders
Order Cancellation
If you would like to cancel an order that has placed, we would need the customer’s order number for verification.
1. If it has not been shipped out yet, we will cancel at no charge for the first order.
For subsequent order cancellation, it will bear a minimal cost of SGD $5 (handling fee) to cancel it.
2. If your order has already been shipped out, it will be categorized as a product return. Find out more about our Return Policy below.
Return Policy
The information on this section is applicable to all products except for the Clear Skin Essential Starter Kits. For return of Clear Skin Essentials Starter Kit, please refer to 90 Days Money Back Guarantee.
Products must be returned unused, and in original condition.
The return process for all products except Essential starter kit is as follows:
1. Download the Return Form and fill it out. Email us the completed form at [email protected]. Send it back to us within 30 days of the product receipt date. Strictly no extension.
2. We will send you a Return Authorisation Code (RAC) and return details.
3. Mail your return product(s) back to use within 14 days of receiving the RAC.
4. Once we receive the product(s) and verify they are unused and in original condition, you will receive a full refund of the product(s) cost only; shipping and handling costs are non-refundable.
5. Upon approval, refund will be processed within 7-14 business days.
Additional Notes:
We will not accept return without a RAC.
• 3 days period will start once the courier records successful delivery.
• Customer is responsible for return shipping charges. We highly recommend that you use a traceable delivery service when shipping the product(s). We will not be able to make any refund if we do not receive the return product(s).
• In the rare case of wrong product(s) sent or manufacturing defects, please inform us within 3 days of receipt and return the product(s) in their original condition within 7 days of the purchase date. The correct product(s) will be sent to you at our cost. We will also pay for the shipping cost of returning the product(s) to us.
• All refunds will be on original payment method. If the original credit card account has expired or been cancelled, we cannot issue a refund (no exceptions). We are not responsible for any charges/fees assessed by your banking institution.
• I entered a wrong address. Can you help me modify it?
1. If the item has been shipped: Thank you for letting us know. We cannot modify your order as we already shipped it. Normal return policy will apply for this order.
2. If the item is still pending for shipment (within 24 hours): Thank you for letting us know! Kindly provide us with the correct address.
Placing an Order
1. Can I pay using PayNow?
Our website don’t accept PayNow as payment method. If you want to pay via PayNow, please contact us.
You can place an order but you’ll need to key in a dummy or expired credit card detail. Once the order fails and reflected in the system, we can send you our PayNow details and we can modify the order manually once we receive your payment.
2. Do you have discounts?
We have free shipping for essential starter kits and free shipping for normal orders above SGD100.
3. Do you ship worldwide?
We can ship to most countries worldwide. Delivery options and days will be shown at Bag and Checkout Page.
Kindly visit https://skinlycious.com/shipping-and-delivery/ to see the list of all eligible countries.
4. What Payment Methods do you accept?
We accept Visa, MasterCard, AMEX credit cards via Stripe. We can also process payments via PayPal.
Once you have placed your order we’ll prepare your shipment within 1-2 working days.
After we have shipped your package, you’ll receive an email containing the tracking number and the courier info.
Rest assured that we are doing our best to ship out items as soon as possible.
Please note that we do not work on weekends and Singapore’s public holidays.
For Singapore customers, we mail via SingPost Smartpac (2-3 working days). Your order will be delivered securely to your letterbox, so there’s no need for someone to be home to receive the parcel.
For Malaysia customers, we ship via Janio and GDex. Parcels with Glow Exfoliant will be shipped with Gdex.
For the Peninsular Malaysia region:
– Janio/GDex (4 to 7 working days – Klang Valley, 5 to 12 working days – Others)
– DHL (2 to 3 working days)
For Sabah, Sarawak regions:
– Janio/GDex (5 to 10 working days)
– DHL (2 to 3 working days)
For more information please visit: https://skinlycious.com/shipping-and-delivery/
For direct purchases, we have a locker at Plaza Singapura – Toy Outpost. This will be an excellent option if you need to purchase urgently.
The shop is open from 12PM to 9PM. If you have any queries, please send us a message as the staff of Toy Outpost are not trained to handle Skinlycious queries. Please note that some prices in our retail store is slightly more expensive than our webstore to cover sales charges.
For retail prices of products in Plaza Singapura, Toy Outpost, #07-11B please visit our website.
For returns, we do not have a physical office that can attend to your return, exchanges, or refunds.
Please send us an email at [email protected].
You can find more information about our return policy here: https://skinlycious.com/order-cancellation-return/
