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FAQ

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

  • Payment
  • Delivery
  • Orders
  • Refunds
  • Product & Stock
  • Account

We accept payment from debit or credit cards - American Express, Discover, VISA, Mastercard, Maestro, Cirrus, as well as payments made by PayPal, Amazon Payments and Apple Pay

Yes we do! To buy one of our e-gift cards, please click here.

Please note. If you buy one of our e-gift cards, this is only valid to use online and will be sent to you electronically via email.

Our gift cards can be purchased in-store and online. To purchase one online you simply add it into your basket like you would a normal product. Once you’ve completed at checkout you will receive an order confirmation with your gift card confirmation within 24 hours. To buy one of our gift cards please click here.

Your gift card should appear in your emails within 24 hours of purchasing. If you have still not received it, please email us at mail@skinnydiplondon.com.

Yes you can, if you give us an email at mail@skinnydiplondon.com we’ll be able to advise you further on this.

Yes, we do. If you’re a UK customer, we offer 20% student discount via UNiDAYS and if you’re a US customer, we offer 25% student discount via StudentBeans.

Firstly, check that you’re entering the discount code exactly as it appears (case sensitive) and check that the code is still in date and has not expired. Secondly, check the terms and conditions of your code, if the item is in sale or in a certain category the discount may not be valid on this product.

If it’s still not working, please email us at mail@skinnydiplondon.com and our team will be able to advise you further.  

No, you can only use one promotional discount in each individual order.

Oh no! Please try an alternative payment method or contact us at mail@skinnydiplondon.com and one of our customer service representatives will help you as soon as they can!

US Delivery

Standard Shipping (8-10 Working Days) - $5.00

US Express Shipping (6-9 Working Days) - $13.00

International Delivery

UK

Standard Delivery (8-10 working days)- $4.00 

Europe

Europe Standard Delivery (6-10 Working Days) - $6.50

Europe Tracked Delivery (5-9 Working Days) - $20.00

Rest of World

Rest of World Standard Delivery (7-10 Working Days) - $6.50

Rest of World Tracked Delivery (6-9 Working Days) - $25.00

If you order with us before 3pm (UK Time) Monday-Friday, you can expect your order to be delivered to you within 5-8 working days. If you haven’t received your order within this time frame, please contact us.  

Yes, you can. Along with your order confirmation, once your order has been shipped a UK tracking number will be sent over to you so you can track your order, if you're an international customer you can check the status of your order here.

If you’re an International customer and no one is home during delivery then your parcel may also be left with a neighbour, in a safe place or alternatively, with your local post office.

Custom and Import charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import policies vary from country to country. We would advise that you find out what these charges may be before you place your order. Custom or Import Charges are not applicable for orders within the UK. 

Yes, you can have your order delivered to a PO Box Address.

Your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. You should also receive a tracking link in this email so check this out for any delivery updates. If the delivery time frame has passed and you’ve still not received your items, please get in touch with us at mail@skinnydiplondon.com.

Once you have placed an order with us our team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process.

If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our free returns service or visit one of our standalone stores within the UK for a full refund within 30 days of receipt. If you need further information, please view our returns policy here.

As soon as you place your order, we work on the dispatch process as quickly as possible, if you decide you want to amend your order please call us on +44 020 8795 2706 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, so if you no longer want your item or would like to exchange for something different, please use our free returns service which is explained on the return note within your order.

Please contact us immediately on +44 020 8795 2706 so we can attempt to contact the courier to return the parcel back to us for a refund.

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders.

If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

If you are in the UK and have not received your order within the allotted delivery time frame, please notify us by email at mail@skinnydiplondon.com within 21 days of the date on which you ordered the products. After this time has elapsed, Skinnydip reserves the right to decide whether to send our replacement item(s) for you.

For international customers, please allow up to 16 working days before contacting us regarding a missing order. 

If you’ve received the wrong item in your order and you're a UK customer, please return it using our free returns service. Please use returns label enclosed and tick not what I ordered as the reason code. If you want to replace the item, please contact us at mail@skinnydiplondon.com where a member of our customer service team will help you further.

If you're an international customer, please contact us at mail@skinnydiplondon.com where we will be able to advise you further on the next steps.

If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us, if you haven’t received this please email us at mail@skinnydiplondon.com and one of our advisors will help you further.

If you’ve received the wrong item in your order, please return it using our free returns service. Please use returns label enclosed and tick not what I ordered. If you want to replace the item, please contact us at mail@skinnydiplondon.com where one of our advisors will help you further.

If you’ve purchased a product with us on pre-order, we will always state the date that your item will be shipped on the product page. This will also be repeated at checkout. Please allow 3-5 working days for your item to arrive after this dispatch date. If 5 days has elapsed after the proposed dispatch date please contact us at mail@skinnydiplondon.com.

Unfortunately our gift cards are non-transferrable and cannot be cancelled or returned.

If you’re returning item(s) to us from somewhere that isn’t in the UK, please contact us with your name and order number at mail@skinnydiplondon.com where we will be able to advise you further on our international returns process.


Please allow up to 21 working days for your refund to be received and processed.

Yes, you can. simply include this information on the returns invoice and request which item(s) you would like to exchange for. If you’ve requested an exchange, we’ll send this out on our upgraded delivery service completely free of charge! For UK customers this will be Next Working Day delivery, for R.O.I and European this will be a tracked 4-5 working day delivery and for International customers will be Tracked 6-9 working days. In the event of your requested item(s) being out of stock, we will be unable to process an exchange and you will be notified and refunded. 

Yes you can. To return an unwanted gift you need to get in touch with the person who purchased the gift and ask them to get in touch with us directly at mail@skinnydiplondon.com.

All our beauty products are non-returnable if they have been removed from their original packaging due to hygiene regulations.

Please contact us at mail@skinnydiplondon.com

Please contact us at mail@skinnydiplondon with your name and order number so we can keep track of this when the product arrives back to us.

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

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty and Skinnydip has the right to refuse a refund on these grounds.

If your item is faulty, please do not dispose or amend your item(s). Please contact Customer Care on mail@skinnydiplondon.com within 30 days of receipt along with your name, order number, and any images you can provide of the faulty item(s).

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

Yes, please fill in your returns note where necessary and bring it along with you to one of our stores within 30 days of receipt.

If you buy one of our products in a concession store, unfortunately you can only return it at the chain it was purchased from. I.e. if you purchased an item from a Skinnydip stand in a Topshop store, you can only return this to any Topshop store.

We work hard to include as much information about our products in our product descriptions on the product page, but if there’s something more specific you’d like to know please contact us at mail@skinnydiplondon.com.

We try to only advertise products available on site at that time, however sometimes this isn’t always possible – if there is something you see advertised and it isn’t in stock yet please feel free to email us for more information! We’ll always try and help.

Due to high demand, some of the items on our website do sell out very quickly! However, it’s worth checking back as the site is regularly updated.

You can also sign up to receive a product notification when your fave items are available again! We include the option to sign up for back in stock email notifications on all of our sold out products. 

Hell no! We prize ourselves on being completely fur free, so any fur items you see on our site are faux fur only! 

We’re currently working hard to make all of our products vegan. If a product is vegan, we will always specify this within the product information.

Yes! We work hard to make sure our range of beauty products are 100% cruelty free. We promise that no animals will ever be harmed in the making of our Skinnydip products!

No, we never test on animals and never will! 

We try and feature this on all products that include ingredients, if we have missed any or you would like more information please contact us on mail@skinnydiplondon.com.

No, if you do not want to set up an account with us we have the option to checkout as a guest. All you'll need is your contact and shipping information!

Oh no! please try resetting your password initially. if this still doesn’t work please contact us at mail@skinnydiplondon.com and we’ll try and help!

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

To access your wish list, please make sure you’re logged in and then click this link here.

Yes, in accordance with the new and updated data protection act we promise to keep your information private and secure. To read more about our privacy policy please see here.

If you would like all information regarding yourself removed from our Skinnydip database, please email us at mail@skinnydiplondon.com.

Click unsubscribe at the bottom of any newsletter or email you receive from us, alternatively email us at mail@skinnydiplondon.com and we can remove your information from our database completely.