We want you to have a happy transaction with us and want to share this information with you so you can be clear what to expect.
Dispatch Times
We aim to dispatch in 1-3 business days but very often dispatch the next working day. We are not Amazon and we operate from Monday to Friday. There might be an occasion when a product unexpectedly drops out of stock. We will communicate your options to you by email if that happens.
UK Postage
We use Royal Mail Tracked 48 so we can be satisfied that your parcel has arrived in 2-3 working days. Apart from peak postage seasons, the vast majority of our buyers are happy with this. If you have not received your product within 10 days of placing the order, do contact us on hello@junoskin.co.uk so we can investigate.
International Postage
If you live outside the UK, there are 2 options for postage. The more expensive is a tracked courier where you will receive text updates etc on your delivery. The other option will involve your national postage provider and may involve you going to collect your parcel. Please be aware that if you fail to collect your parcel, refuse the delivery etc, it will be returned to Junoskin and many couriers charge a fee for failed deliveries. This fee and the postage costs will not be refunded to you. It is therefore important that international customers understand that they must engage with the delivery process and communicate with the courier/national postage provider.
Customs
Your order is dispatched from the United Kingdom and may be subject to customs charges in your receiving country. We are not liable for these charges and should you decline to pay such charges or your country's VAT rate so the product is not delivered, we are not responsible for a refund. (In our experience, items that are refused are subject to a fee and often returned to us outside of our 28 day window for returns; so a refund will not be issued in those instances.)
I have changed by mind and want to return
Our return policy is here on the website. A return will never be accepted for refund if the product has been opened/used. This includes the polypropylene wrapping because we have to ensure our products are not tampered with prior to a return.
Once the product has arrived if you have changed your mind, contact us within 5 working days by whatsapp on the website or hello@junoskin.co.uk and if within this window, we will confirm details and a set a timescale of 14 days for UK orders, and 28 days for International for the return to be received by us. Postage is at your own cost and we advise you to track and insure according the value because we are not responsible to reimburse you if the package is lost and not received.
If the Product is Faulty or Broken
We take great care to package very securely and also offer a free of charge video consultation to make sure your skincare is appropriate for your needs and you have a suitable regime. If you have not undergone a consultation, we will not exchange products that are unsuitable for your skin.
In the unlikely event you receive a damaged or faulty item please contact us for advice at hello@junoskin.co.uk with photos and a description of the issue within 5 working days of arrival. Please ensure you include your order number on the email. Faulty products must be returned within 14 days of arrival for UK buyers and 28 days for international buyers to be exchanged or refunded.
