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 £30, a shipping cost of £2.95 will be applied to your order.
  • For orders over £30, 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 £30 – standard shipping £2.95 1–3 working days
UK orders over £30 – standard shipping Free 1–3 working days
UK orders over £100 – express shipping Free Next working day

ORDER PROCESSING

  • Process Time: Orders placed Monday to Friday before 2 pm are processed the same day. Orders placed after this time will be processed the next business day at 2 pm. 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.
  • Confirmation Emails: After placing your order, an immediate confirmation email will be sent with order details. A shipping confirmation email will follow within 24–48 hours after your order has been dispatched.
  • Tracking: We use Royal Mail Tracked 24™ service, which aims for next working day delivery, and Royal Mail Tracked 48™ service, which delivers within 1–3 days. Both services include online tracking via the Royal Mail website.

If you do not receive confirmation emails within the expected timeframe, please check the email address used when placing your order and review your Spam or Junk folder. If the emails are still not found, please contact us at hello@duogenskin.co.uk. You can also reach us via direct message on our social media channels at @duogen.skin on Facebook and Instagram.

ORDER DELIVERY

  • Delivery Time: Once dispatched, orders typically arrive the next working day for express shipping and within 1–3 working days for standard shipping in the United Kingdom. Delivery 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™ services.
  • Undeliverable Packages: Packages that are undeliverable by Royal Mail will be returned to us. If you would like your order reshipped, please contact us with the correct delivery address.
  • Incorrect Addresses and Stolen Packages: We are not responsible for orders shipped to incorrect addresses or packages stolen from your premises. Please ensure that your shipping details are correct when placing your order.

  • Once an order is dispatched, we cannot modify the delivery address. However, you may manage delivery preferences through the Royal Mail website. Options include:

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

    For any issues related to delivery preferences, please contact Royal Mail directly as they are best equipped to assist.

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

Please note that we are not responsible for delays caused by external factors including customs delays, natural events, emergency service suspensions, transportation strikes, or courier disruptions. Once an order has been dispatched, it is under the care of Royal Mail. While we will assist with enquiries, our ability to influence delivery is limited.

Please note that our shipping policies may be updated from time to time.

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