How can we help?

Has my order been dispatched?

Orders placed before 12pm Monday-Friday will be dispatched the same day. Orders received after 12pm on a weekday will be dispatched the following day. Orders placed on a weekend will not be dispatched until the following Monday. You will receive an email notification from us once your order has been dispatched.

When will my order be delivered?

All orders with a value of £40 or over will automatically qualify for standard shipping. For orders under £40 you will be charged £2.95 and your order will be sent on a 3-5 working day service and will not be trackable.

Can I track my order?

Please contact us if you need to track your order and we can help you.

Help! I’ve not received my order yet?

If you think you should have received your order by now, but have not, please get in touch with our customer care team here.

Can I amend my order?

If, after you have placed your order you realise that you need to amend something, we will try our best to assist you. Please contact our customer care team here.

Can I return an item?

We can accept unopened returns within 14 days of purchase. Please see our delivery and returns policy for more details. If you were not completely satisfied with your purchase, we would like to hear from you. Please contact our customer care team here.

The goods I have received are incorrect, what should I do?

We always try our best to ensure orders are packed correctly. However if you find that you are missing an item, or something is wrong we want to make it right for you. Please contact our customer care team here.

What countries do you deliver to?

We currently only ship within mainland UK and are unable to ship to customers abroad. In some circumstances we may be able to arrange shipping to Ireland and the Channel Islands, however extra shipping costs may incur. If you would like to check shipping costs with us, please contact our customer care team here.

How do I add a Shop Skincare mystery box to my order?

You do not need to add the mystery box to your order when you checkout. We will automatically add a mystery box to all orders over £40.

Am I able to choose which products I will receive in my box?

No- we want you to be surprised when you open your box, so you are not able to pre-select what goes inside. The products we send have all been tried and tested by our team, so we are confident you will love them as much as we do.

What if I don’t like the mystery products I receive?

Unfortunately, we are unable to swap or replace mystery gift items if you do not like them. However, we love the idea that you can share your products with friends and family or keep them stashed away in your emergency present drawer. We certainly won’t tell anybody if you give the free products away as gifts!

Is the cost of shipping included in the £40 qualifying spend?

If the products you have ordered add up to £40 or over, you will automatically qualify for both a free Mystery Box and free standard shipping. Win Win!

Help! I didn’t receive my Mystery Box?

If you spent £40 or more and didn’t receive a Mystery Box with your order, please get in touch with our customer care team here so that we can rectify this for you as soon as possible.

I’m a beauty blogger, how can I work with Shop Skincare?

If you are a beauty blogger or Instagram influencer and are interested in working with us, we would love to hear from you. Please get in touch with us here.

I am a brand; how can I contact your buying team?

We are always on the lookout for gorgeous new brands. Please get in touch with us here.

Who are Shop Skincare?

Shop Skincare is the trading name for Graphters Ltd. Graphters Ltd. is a UK based company who specialise in the distribution, marketing and logistics of many different cosmetics brands. Both our office and warehouse is based here in Surrey, and if you have any questions about what we do, please get in touch.