Refund Policy

ORDER CHANGES

  • Please review your order thoroughly before submission.
  • Orders cannot be cancelled, changed, or modified after placement as we cannot guarantee these adjustments due to the quick initiation of our shipping process. While we strive to accommodate requests for adjustments, we cannot assure that changes can be made.
  • Our same-day shipping process limits the possibility of changes; hence, verify your order and address details accurately during the order process.
  • You have a window until 2 pm on the day of ordering (or the next business day for orders placed after 2 pm) to request an update of your shipping address. 

    • Once an order is dispatched, we cannot modify the delivery address. However, you can  manage your delivery preferences via the Royal Mail website. This includes the ability to choose a specific delivery date and select alternative delivery locations such as:

      • Delivery to a neighbour
      • Delivery to a designated Safeplace
      • Collection from your local Delivery Office

      For any issues or queries regarding delivery preferences, please contact Royal Mail directly, as they will be best equipped to assist you.


RETURNS

  • If you wish to return your purchase, we honour our 90-day money-back refund policy. To initiate a return, contact our customer service team at hello@duogenskin.co.uk with your order number. If you don't know your order number, provide the full name and email address associated with your order. Our customer service operates Monday to Friday, 10 AM to 5 PM, excluding holidays and weekends.
  • Response time is within 24 hours on business days. During holidays, weekends, and promotional periods, response times may be extended. Check your Spam/Junk folder if you haven't received a response within this timeframe.
  • Refunds are issued to the original payment method. If the card is lost, stolen, or cancelled, we can still process the refund. If the refund is declined, we will issue it via PayPal and get in touch with you for the process.
  • Refunds take 7-15 business days to process after receiving your return. Allow up to seven additional business days for the refund to reflect in your account, depending on your bank or card provider.
  • Original shipping fees, including orders with free shipping, are non-refundable.
  • Items listed as clearance or mystery bundles are non-refundable.
  • Customers who have previously returned items are ineligible to return future purchases of the same items.

RETURN SHIPPING

  • Return shipping costs are the responsibility of the customer.
  • We do not provide return labels.
  • For items over £50, consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee receipt of your returned item without tracking.

ORDER CANCELLATIONS

Occasionally, orders are cancelled by our system for various reasons, including:

  • Item(s) not available
  • Difficulty in processing payment information
  • Inability to ship to the provided address
  • Duplicate orders
  • Cancellation at the customer's request (where possible)

Please note that our refund policies are subject to change without prior notice

We appreciate your understanding. If you have any questions regarding our refund policy, feel free to contact us at hello@duogenskin.co.uk.