Shopping Bag

FAQ

Can't find what you're looking for? We've shared some of our frequently asked questions to help you out!

What payment methods do you accept?

We accept payment from debit or credit cards - American Express, Discover, VISA, Mastercard, Maestro, Cirrus, as well as payments made by PayPal.


How do I reset my password?

If you can't remember your password, we'll need to reset that for you. Simply click here to change it.


Can I cancel my order?

You have the right to cancel your order within 14 days. For orders cancelled under the ICACRs we will issue you a full refund for the items purchased as well as the standard shipping fee if applicable.

The cancellation period will start 14 days after the day the order is received.

To exercise the right to cancel, you must inform us in writing and you will be reimbursed up to:

  • 14 days after the day we receive back from you any of the goods supplied
  • If earlier14 days after the day you provide us with evidence that the goods have been returned
  • If no goods were supplied, 14 days after the day on which we are informed about your cancellation

Please note you may only use your right to cancel the order under the ICACRs if a formal written notice of cancellation is sent.


Can I amend my order after it has been placed?

We try to dispatch your order as quickly as possible, if you decide you want to amend your order please call us on 718-715-4155 and we will try to accommodate where possible. However, please note that once the order has been dispatched we will not be able to make any amendments to it.


Where is my order confirmation?

Once you have placed an order, you should receive an email confirmation to the email address you provided. If for some reason, you did not receive this email, please check your spam folder before contacting our customer service team. 


What delivery options do you offer?
US Standard Shipping (5-8 Working Days) - $5.00
US Express Shipping (2-5 Working Days) - $13.00
US Free Standard Shipping (5-8 Working Days)- FREE

We will aim to dispatch your products within 24 hours of placing your order 

Can I track the status of my order?

When you place an order we will email you to let you know when it has been shipped.


What happens if no one's in when my parcel's being delivered?

You should receive a calling card if no one is available to collect your parcel, it will then be sent to your local Post Office. 


Will my parcel be charged additional custom and import charges?

Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Import and Custom policies vary from country to country. We would advise that you find out what these charges may be before you place your order.


What should I do if my order is missing?

If you haven't received your order within 10 working days of the date on which you ordered them then please notify us by email at mail@skinnydiplondon.com. 

For international customers, please allow up to 12 working days before contacting us regarding a missing order.  

Please bear in mind that it may take up to 5 working days for us to get back to you.

Can I return a gift? 

To arrange a gift return please contact Customer Care and we will assist you further. If you are able to provide the proof of purchase that would be fabulous. Unfortunately, we are unable to issue refunds but we would be more than happy to exchange the gift for something your heart truly desires.


What is your returns policy?

Please see our returns section for more information.


How do I return an item to you?

Please see our returns section for more information.


Will my original postage costs be refunded?

Postage costs will only be refunded if your product is damaged or faulty.


Are you getting more stock in?

Some of the items on our website sell out quickly, however, we regularly update our site so it's worth checking back. 


I purchased a product and it's now gone into sale, can I get a refund? 

Unfortunately, we are unable to refund the difference between the original price and the sale price. 


Why was my discount code not accepted? 

Discount codes are only valid on full prices images and cannot be used in conjunction with any other code or promotional offer. If you are still having problems with using your code please email our customer service team on mail@skinnydiplondon.com

What do I do if my items are faulty? 

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or as described. Please note that items which are damaged or as a result of normal wear and tear; by accident; or through misuse will not be considered faulty. 

If your item is faulty when you receive it please contact Customer Care within 30 days of receipt.