Shipping policy

Some orders will qualify for free delivery. Please see below for the qualifying order amounts.

Please note we ship to the following countries: Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Guernsey, Hungary, Iceland, Ireland, Italy, Jersey, Kuwait, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Sweden, Switzerland, United States, United Kingdom. 

Orders placed on a Friday after 3pm will be dispatched the following Monday.

Our warehouse closes at 3.30pm (Monday - Friday. Closed over the weekend and bank holidays). 

UK

Standard Delivery: Free on orders over £40 - 2-5 working days - Royal Mail Tracked £3.99

Next Working Day : £10.00 - (orders must be placed by 1pm Monday-Friday) 

Jersey & Guernsey

Standard Delivery: £10 (free over £130) - 3-5 working days

EUROPE (please see above for the European countries we ship to)

Standard Delivery: €15 (free over €150) - 3-5 working days

REST OF THE WORLD

USA 

$15 USD (free over $150) - 5-10 working days

CANADA

$20 CAD (free over $200 CAD) - 5-10 working days 

AUSTRALIA 

$25 AUD (free over $250 AUD) - 5-7 working days 

NEW ZEALAND 

$25 NZD (free over $250 NZD) - 5-7 working days 

HONG KONG 

$250 HKD (free over $1,500 HKD) - 3-5 working days 

OTHER 

$20 USD (free over $200 USD) - 5-7 working days 

Should there be a delay or problem with your order, we will contact you immediately by email. We use Royal Mail for Standard Deliveries within the UK.

PLEASE NOTE; Import taxes and duties will be the responsibility of the customer should goods be ordered from our website for delivery outside the UK. Unfortunately we have no control over these costs as they are imposed by your local customs office and we are therefore unable to offer assistance on these processes. We advise that you check the import charges applicable in any country before ordering products to be delivered there.

RETURNS & EXCHANGES

Returns & Refunds Policy

Our customers come first, so if after placing an order you change your mind, you are entitled to cancel that order within 24 hours of it being placed, subject to the goods not having already left the OSKIA premises. To cancel an order, please contact us by email at customerservices@oskiaskincare.com or by telephone on 01600 710 710.

If you are not completely happy with your purchase, please simply return the unused goods to us in their original condition within 14 days of receipt. EU customers: please refer to the Additional Rights for EU Customers section below, which may provide a longer return window.

Unfortunately, we cannot make a refund for goods which have been opened, used, damaged by you after receipt, or are not in a condition for resale, unless you have experienced an adverse reaction (see below). Otherwise, we can only accept returns if the goods are unfit for the purpose for which they were sold.

Adverse Reactions

Your safety is our priority. If you experience an adverse reaction to one of our products, please stop using it immediately and contact us at customerservices@oskiaskincare.com or on 01600 710 710. To help us resolve your case as quickly as possible, and to ensure we can process a refund where appropriate, we ask that you provide:

  • A contemporaneous photograph of the reaction, taken at the time it occurred
  • A brief description of when the reaction started and which product(s) you believe are responsible
  • Your order number

We will review your case promptly and work with you to reach a suitable resolution.

Refunds

We will issue a refund on receipt of unused goods in their original condition. Your refund will include the cost of standard delivery. Please note that if you selected an express or upgraded delivery option, only the cost of our standard delivery will be refunded, as the premium for expedited shipping is non-refundable. Refunds will only be made to the credit or debit card on which the purchase was made.

Nothing in this policy affects your statutory rights.

How to Return

Returns should be sent to the address below in the original outer packaging or any other secure packaging:

Returns Department
OSKIA Skincare Ltd
Unit 3 Techways
Wonastow Road Industrial Estate (West)
Monmouth
NP25 5JA

Additional Rights for EU Customers

If you are based in the European Union, you have additional rights under EU consumer law, as set out below. Where these rights are more favourable than our standard policy above, your EU rights will apply.

Right of Withdrawal (14-Day Cooling-Off Period)

As an EU customer, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. This 14-day withdrawal period begins on the day you, or a third party nominated by you, take physical possession of the goods.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you must inform us of your decision before the 14-day period expires. You can do this by:

Please include your name, order number, and a clear statement that you wish to withdraw from your purchase. We will acknowledge your request promptly.

Once you have notified us, please return the goods to the address above without undue delay and no later than 14 days from the date you informed us of your withdrawal. You will be responsible for the direct cost of returning the goods unless otherwise agreed.

Refund Timeline

Once we have received your returned goods and confirmed their condition, we will issue your refund within 14 days. Your refund will include the cost of standard delivery. If you selected an express or upgraded delivery option, only the cost of our least expensive standard delivery will be refunded, in accordance with EU consumer law. We will process the refund using the same payment method you used for the original purchase, unless you have expressly agreed otherwise.

Please note that we may withhold the refund until we have received the returned goods, or until you have provided evidence that the goods have been sent back, whichever is earlier.

Adverse Reactions — EU Customers

If you are an EU customer and have experienced an adverse reaction to one of our products, please contact us at customerservices@oskiaskincare.com as soon as possible. To help us resolve your case quickly, please provide a contemporaneous photograph of the reaction taken at the time it occurred, along with your order number and a brief description of the product(s) you believe are responsible. We will review your case and respond promptly.

Exceptions to the Right of Withdrawal

Please note that the right of withdrawal does not apply to:

  • Goods that have been opened or unsealed after delivery, where the seal is necessary for hygiene or health protection reasons — this includes skincare products where the protective seal has been broken
  • Goods that have been used, damaged by you after receipt, or are otherwise not in a condition suitable for resale
  • Personalised or custom-made goods produced to your specification

These exceptions do not affect your rights in the event of an adverse reaction, as set out above.