30-day money back guarantee 

If for any reason you are not completely satisfied with your Skin Rocks products, we have a 30-day money back guarantee on anything purchased via skinrocks.com. Which means you have 30 days after receiving your item to request a return.This includes products that have been opened and used.

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 the order number (you’ll find it in your order confirmation email, it begins with #SR) and your postcode. 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

UK and US: 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). 

Rest of the world: At this moment we don’t offer pre-paid labels for international returns. After you’ve lodged a return, you should follow the instructions and post the items back to us. We are unable to take responsibility for shipping costs and lost packages. Please ensure all returned packages are sent with a trackable, insured service that provide you with proof of postage. We cannot take responsibility for any items lost or damaged in transit. Shipping costs are non-refundable (except for 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.