Refund policy

If anything arrives damaged, wrong or not at all, we replace it or refund you in full, with no need to send it back.

Damaged or wrong items
Email hello@skinandshade.com within 5 days of delivery with your order number and a photo or short video of the problem. If the outer box is damaged, photograph it before opening if you can. We replace the item or refund you in full, whichever you prefer. You don't need to send anything back.

Light scuffs or small dents on packaging from shipping, and a little loose powder in makeup, are normal and don't count as damage. If the product itself is broken, leaking or unusable, it does.

Orders that don't arrive
If tracking shows your order as lost, or it still hasn't arrived ten business days after the delivery window on its product page, email us and we will replace it or refund you in full.

Change of mind
Skincare and makeup can't be resold once they have been delivered, so we don't accept returns or exchanges for change of mind, opened or unopened. Not sure what suits you? Email us before you order and we'll help you choose. We recommend patch-testing any new product on a small area of skin first.

Cancelling an order
Email hello@skinandshade.com as soon as possible. If your order hasn't gone into production yet, we cancel it and refund you in full. Once it has been made or shipped, it can't be cancelled.

Refunds
Refunds go back to your original payment method. Your bank may take 5 to 10 business days to show it. Orders sent back to us because of an incorrect or incomplete address can't be refunded, but we can send them again for the cost of shipping.