Frequently Asked Questions
01. Orders and Rewards
Q: How do I earn and redeem my rewards points?
A: Welcome to Skin2Skin! You earn “Crowns” (points) on every purchase you make. For every $1 spent, you earn 1 Crown. You can also earn bonus Crowns for signing up, referring friends, and on your birthday. To redeem, simply log in to your account and select your reward at checkout to apply a discount to your order.
Q: Can I modify or cancel my order after it has been placed?
A: We process orders quickly to get your essentials to you as fast as possible. If you need to make a change, please email info@shopskin2skin.com within 1 hour of placing your order. Once the order has been processed by our warehouse, we are unable to cancel or modify it.
Q: My discount code isn’t working. What should I do?
A: Please check that your code hasn’t expired and that your cart meets any minimum purchase requirements. Note that most discount codes cannot be combined with reward point redemptions or automatic bundle discounts (like the “Melt & Glow” set). If you are still having trouble, contact us before completing your purchase.
02. Delivery & Shipment
Q: How long will it take to receive my order?
A: All orders are processed within 1-2 business days. Standard shipping within the US typically takes 3-10 business days. You will receive a shipment confirmation email with a tracking number as soon as your package leaves our facility. (Note: During high-volume times like sales or holidays, processing may take an extra day)
Q: Do you offer free shipping?
A: Yes! We offer complimentary standard shipping on all US orders over a certain amount. For orders under the threshold, shipping is calculated at checkout based on the weight and destination of your package. Also some rewards and promo coupons may offer FREE shipping as well.
Q: What do I do if my package is marked as “Delivered” but I haven’t received it?
A: Please allow 24 hours after the status update, as carriers sometimes scan packages early. Check with neighbors or your building manager. If it still hasn’t arrived after 24 hours, please contact the carrier directly to file a claim, and then email us with your claim number so we can assist you.
03. Terms, Conditions & Privacy
Q: Is my personal and credit card information safe on your site?
A: Absolutely. Your security is our priority. Our website is encrypted with Secure Socket Layer (SSL) technology to protect your personal data. We do not store your credit card information; all transactions are processed through secure third-party payment gateways (like Stripe or PayPal).
Q: Do you sell my email address or personal data?
A: Never. We respect your privacy. Your email and personal information are used solely to process your orders and keep you updated on Skin2Skin news and promotions. We do not sell, trade, or rent your personal identification information to others.Â
Q: Are your products safe for sensitive skin?
A: We prioritize high-quality, organic ingredients like Jojoba and Grapeseed oil. However, everyone’s skin is different. We recommend reviewing the full ingredient list on each product page and performing a patch test on your arm before full use. By purchasing, you acknowledge that Skin2Skin is not liable for individual allergic reactions.
04. Returns, exchanges and complaints
Q: What is your return policy on skincare and body products?
A: Due to the nature of our products and hygiene standards, we cannot accept returns on opened or used skincare, body oils, or beard products. If your item arrives damaged or incorrect, please contact us within 24 hours of delivery so we can make it right. Unopened, sealed items may be returned within 14 days of purchase but every individual situation is different and handled as such
Q: My item arrived damaged or broken. How do I get a replacement?
A: We take great care in packaging our glass bottles and other products, but accidents happen during transit. If your item arrives broken, please email a photo of the damaged product and the shipping box to info@shopskin2skin.com within 24 hours of delivery. We will ship out a replacement immediately at no cost to you.
Q: Can I exchange a product if I ordered the wrong flavor or scent?
A: If the product is unopened and the seal is intact, you may exchange it within 14 days. You will be responsible for the return shipping costs. Once we inspect the returned item, we will issue store credit or send the correct item. Please contact support to start this process.
