Shipping Policy

DuoGen products are exclusively available online at duogenskin.co.uk for our UK customers, and at duogenskin.ca for our Canadian customers.

WHAT ARE YOUR SHIPPING COSTS AND DELIVERY TIMES?

Orders placed from Monday to Friday before 2 pm are processed on the same day.

  • For orders under £40, a shipping cost of £2.95 will be applied to your order.
  • For orders over £40, standard shipping is completely free!
  • Plus, enjoy free express shipping on orders over £100 as a complimentary upgrade.
Order Value Shipping Cost Delivery Time 
UK orders under £40 - standard shipping £2.95 1-3 working days
UK orders over £40 - standard shipping Free 1-3 working days
UK orders over £100 - express shipping Free Next working day

ORDER PROCESSING

  • Process Time: Orders placed from Monday to Friday before 2 pm are processed on the same day. Orders placed after this time are processed on the next business day at 2 pm. Please note that processing times may extend during holidays, product launches/restocks, limited-edition releases, and promotional periods.
  • Authorisation: All purchases undergo credit authorisation. Only purchases that have been authorised will be processed and shipped.
  • Fraudulent Order Check: Our system automatically checks for potential fraudulent orders. If an order is flagged, we will not proceed with shipping until we receive email confirmation from the customer verifying the order. We will contact you to confirm the validity of the order.
  • Confirmation Emails: After placing your order, an immediate confirmation email with order details will be sent to the email associated with your order. A shipping confirmation email will follow within 24-48 hours after your order has been dispatched.
  • Tracking: We use Royal Mail Tracked 24™ service that aims to delivery the next working day, and Royal Mail Tracked 48™ service, ensuring reliable delivery within 1-3 days, complete with online tracking. You can track your orders on the Royal Mail website.

If you do not receive confirmation emails within the expected timeframe, please check the email address associated with your order and look in your Spam/Junk folder. If the emails are still not found, contact us at hello@duogenskin.co.uk for assistance. Alternatively, you can reach out to us via direct message on our social media channels at @duogen.skln on both Facebook and Instagram.

 

ORDER DELIVERY

  • Delivery Time: Once dispatched, orders typically arrive the next working day for express shipping and within 1-3 days for standard shipping in the United Kingdom. However, these times may extend during holidays, launches/restocks, and promotional periods.
  • Service Used: All orders are shipped using Royal Mail Tracked 24™ and Royal Mail Tracked 48™ service. 
  • Undeliverable Packages: Packages that are undeliverable by Royal Mail will be returned to us. If you would like us to reship your order, please contact us with the correct shipping address. 
  • Incorrect Addresses and Stolen Packages: We are not responsible for orders shipped to incorrect addresses or packages stolen from your premises. It is crucial to provide accurate shipping details during the order process.

    • 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.

  • Missing Packages: If you experience a missing package, please reach out to us. We will assist you in the claims process with Royal Mail.

Please be aware that we are not responsible for delays caused by external factors, including but not limited to customs, natural events, emergency service suspensions, or transportation strikes and delays. While we are committed to assisting you in following up on any delays with your order, please understand that once your order has been dispatched, it is under the care of Royal Mail, our courier company. We will do our best to support and update you on the status of your delivery, but our influence is limited once the order is with the courier.

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

We appreciate your understanding and are committed to delivering your DuoGen products promptly and securely. If you have any questions regarding our shipping policy, feel free to contact us at hello@duogenskin.co.uk.