FAQ's


Some general enquires & information concerning your orders & payment, 

Question  Answers
1. Returns, refunds and exchanges  We do not encourage returns and exchanges unless the product received is damaged. In case of a defective item we will make sure we exchange and do the needful for our customer satisfaction.
2. What should I do if I have received a wrong / damaged product? Take a video of the product and send us an email at info@isleofskin.com. We will respond to you within 48 hours.
3. How long will my order take to be delivered ? Once the order is placed, our warehouse processes your order within 24-48 hours. Following this it takes 3-7 business days to reach you.
We don't ship on Sundays and public holidays as it's considered as a holiday. If you have placed an order on Saturday or Sunday, please expect it to be carried over to the next working day.
4. How can I cancel my order? We are sorry to hear about that! You can email us at info@isleofskin.com for cancellation. However, your order can be cancelled within 24 hours or before the order has been shipped out. Orders that have already been shipped cannot be cancelled
5. How can I edit my order or contact details after I have placed an order? You can mail us the details you wish to edit at info@isleofskin.com and our team will respond back and get it done
6. How can I track my order or how do I check the status of my order? You will receive an email with the tracking details once the order has been shipped which is usually 24 to 48 hours from the time your order is placed.
7. What do I do if I have not received a confirmation email after placing the order The order confirmation email might take a few minute to reach your inbox or might land in your junk mail. In case you haven't received it after a hour, please email us .
8. What do I do if my amount is debited but my order is not successful? Email us to reconfirm on your order status. In case your order is not successfully placed, your money will be automatically credited back to your account within 3-4 business days. You can get in touch with your bank at such moments 
9. When will my order be shipped? Your order will be dispatched within 24 to 48 hours. This is exceptional for the holidays that fall in between 
10. Working Hours As much as we love to provide you satisfactory service we required time off during Sundays and major public holidays. Apart from that we work from Monday to Friday 09:30am - 05:30pm & Saturday 09:30am - 01:30pm.
11. What happens when my order has been marked as RTO by the delivery agent? RTO is nothing but return to origin. Once the order is returned to our warehouse, our customer relations team will contact you and take the necessary step to resend the order to you. Please note that we do not re-dispatch orders until the RTO is delivered to our warehouse
12. My Order shows unfulfilled but my payment and order was placed successfully? Order statuses change to fulfilled once the order has been dispatched from our warehouse
13. My order status has been marked as fulfilled, but my order is not delivered yet? Once the order is shipped out from our warehouse, the orders are marked as fulfilled and an email is sent to you with the tracking details
14. An item is missing from my package. What do I do? We are really sorry about this!  You can email us at info@isleofskin.com or Chat with us 

 

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