Refund policy
- Placing an Order
To place an order, you can either create a Skin Need account or select Guest Checkout. The registration process is fast, free, and safe, and it will save you time for future purchases.
- Payment Method
We accept the following payment methods for online orders:
- Payment Failed
If you encounter any issues during the checkout process, please follow these steps to try again:
- Check for error messages and ensure that all required fields are filled out correctly, such as name, address, card number, expiration date, and security code.
- Clear your cache and reload the page, or try using a different browser.
- If the issue persists, please email our Customer Service team at info@skinneed.com, or contact us through WhatsApp at +852 6823 9995 for assistance.
We apologize for any inconvenience this may cause and appreciate your patience.
- Our Despatch Process
Our dispatch process involves the dispatch of orders from Monday to Friday, excluding bank holidays. Orders are typically dispatched within 1 working day, although during the festive period or under certain circumstances, this may take longer. Orders received on non-working days will be dispatched on the next working day.
- Delivery
HONG KONG & MACAU DELIVERY
Enjoy free standard delivery on Hong Kong orders over HK$500, while Macau orders are charged by weight.
Estimated delivery takes 7-21 working days.
*Additional transit time may be required for remote areas such as Cheung Chau, Lamma Island, Lantau Island, Peng Chau, and Po Toi Island. Please note that any remote area surcharges are determined by SF Express and are the responsibility of the customer; for more details, please refer to the SF Express website. Here
INTERNATIONAL DELIVERY
Delivery fee will be calculated at check out depending on the delivery address.
Product Exceptions: Please view the list below**
Estimated delivery time: 21+working days*
* Please note that these delivery times are estimates only and not guaranteed. If you haven't received your package within the estimated delivery date, please email to info@skinneed.com and we will assist you with tracking.
** We regret we do not deliver to P.O. Boxes or hotels.
PICK UP AT SHOP
Customers placing orders in Hong Kong may also select pick up at shop service from Skin Need store.
We will inform you by phone/email once your order is available for pick up. Please present the order confirmation email and the credit card (or a copy of the credit card) used to place the order when collecting the order.
If you have any questions or concerns, please email us at info@skinneed.com and we will assist you with tracking.
- Refund & Exchange
We do not accept any cancellations once the order has been confirmed, and we do not offer exchanges or returns.
If the product you receive is damaged or defected, please contact us at info@skinneed.com within 7 days of receipt. Please provide us with information about the condition of the product. Please note that before issuing a refund for any returned product, we will first verify its condition.
Return of Damaged Good
All items undergo comprehensive quality control and are checked for damage before being sent to customers. If you receive an item that is not in perfect condition, please contact us at info@skinneed.com immediately. Please ensure that the packaging remains the same, as any changes to the packaging could call into question whether the item was actually used and damaged at the time of receipt.
After we have verified the condition of the item, we will issue a replacement or refund. Shipping, tax and duty costs for faulty or damaged items/replacements will not be charged after the initial delivery.
Return of Defective Merchandise
For online purchases, customers should contact Skin Need in respect of any Defective Merchandise immediately by emailing our Customer Care team at info@skinneed.com. If a return of the product is required, shipping tax, and duty costs for the Defective Merchandise will not be charged. Please note that Skin Need reserves the right to request photographic support regarding Defective Merchandise before authorizing a return.