How to return Shipping your return Faulty items Exchanges Refund process

How to return

To start a return, head to our Returns Portal or start a return request via Live Chat. To log into the returns portal, you'll need your order number (you’ll find it in your order confirmation email, it begins with #SR) and your email address. Alternatively, you can lodge your return directly via your account, clicking on the ‘return’ button next to your order. You’ll need to make note of the products you want to return as well as the return reason.  

If you are unable to start a return for an order, it’s likely because more than 30 days have passed, at which time the option is automatically disabled. If you have any issues, please contact out customer service team at store@skinrocks.com or via the live chat.  

In order to return any item, you must first lodge a return request. Items sent back to us without first lodging a request or contacting our customer care team will not be accepted.  

Shipping your return

When you lodge a return, you’ll be able to download a returns label, which you can print or show as a QR code. The cost or the return postage will be deducted from your final refund (except in specific cases, like faulty or wrong items).

You can always contact us for any return questions at store@skinrocks.com. 

Faulty items

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You can contact us at store@skinrocks.com to arrange a replacement. Please provide your order number (begins with #SR) and provide as much information as possible, including images so that we can resolve as quickly as possible. We may ask for the faulty item to be returned to us before issuing a refund or replacement.

Exchanges

We don’t currently offer exchanges. The fastest way to ensure you get what you want is to request a return for the item you have and make a separate purchase for the new item.

Refund process

We will notify you once we’ve received and reviewed your return and advise you if the refund was approved or not. If approved, you’ll be automatically refunded as store credit or on your original payment method, which should happen within 7 days from request. Please remember it can take some time for your bank or credit card company to process and post the refund too.