FAQ's
Have a question about your order? Want to know where we ship to? Find the answers to your frequently asked questions here.
Can I make changes to my order?
We know how excitable it can get on Kit-day, so we don’t want you to purchase a kit if you are not absolutely sure you want one.
We are unable to cancel orders, however if you have changed your mind after an order has been placed, please contact us as soon as possible and our Customer Service Team will guide you on the process of returning your order.
If you have received your order and you still wish to return this, email us at store@carolinehirons.com to request our returns procedure. Please note that returns are at a cost to you and refunds will be made once the return has been received and confirmed as fit for resale.
When can I expect to receive my order?
We aim to have all orders placed despatched within 10 working days, at most! If you haven’t received a shipping notification, please allow 10 working days from placing your order before you check in with us.
You will receive notification once your order is on its way with tracking so that youcan follow your order’s journey. Please check our shipping policy for the deliverymethod and timings available to your location.
If you have created an account with us, please do log in to check the status of yourorder.
My order is missing/stolen
We’re so sorry to hear that! If you anticipate your order has been lost by your courier, please contact us immediately, there is a maximum 14 day window from the advised delivery date to make a claim. Anything which falls out of this timeframe will not be eligible.
We will need confirmation from the courier, where possible that there has been an issue delivering your order.
Please contact us directly and we will work to resolve the issue as quickly as possible.
Something is wrong with my order
If you experience an issue with your order or something isn't quite right, please contact us at store@carolinehirons.com and we will get that sorted for you as quickly as possible.
How do I cancel my order?
Once your order is processed we are unable to cancel this.
If you still wish to return your order, email us at store@carolinehirons.com to request our returns procedure.
Please note that returns are at a cost to you and refunds will be made once the return has been received and confirmed as fit for resale.
Can I re-sell my purchase via a third-party channel?
Purchase of any product via our site is for personal use only. By purchasing our products, you agree not to resell or distribute via a third-party platform in any way. We may reject or cancel your order if we have reason to believe your order is not for personal use.
Billing
Will I be charged VAT?
For EU Customers
Orders purchased equal to or under €150.00 are inclusive of VAT (Value Added Tax). Once your parcel arrives in its destination country, local taxes, duties and charges may be added, which Skin Rocks is not responsible for.
If your order exceeds the value of €150.00, VAT and import duties will be charged under importation into your country and not at checkout. These charges are subject to the EU member state where the goods are being imported and out of our control.
We are unable to accept any responsibility for any charges incurred and are unable to offer any assistance or advice directly in relation to this problem. We advise that you check with your local customs agent before placing an order, if you are unsure of unexpected charges.
For all other customers, outside of the UK/EU
Orders purchased will be exclusive of VAT(value added tax). Once your parcel arrives in its destination country, local taxes, duties and charges may be added.
We are unable to accept any responsibility for any charges incurred and are unable to offer any assistance or advice directly in relation to this problem. We advise that you check with your local customs agent before placing an order, if you are unsure of unexpected charges.
I need a VAT invoice
Please reach out to us at store@skinrocks.com and share your VAT reference number.
Shipping
Where do you ship to?
We currently ship worldwide, but there are some exclusions so please do check out our shipping policy to ensure your country is listed.
How will I know when my order has been despatched?
Once your order has been processed by our warehouse, you will receive a confirmation of despatch via the carrier which allows you to track your parcel and its delivery time.
Can the delivery country be different from the billing country?
The country in the billing and delivery address can be different but please note this is ultimately your bank’s decision to determine if the transaction is successful. Please expect delays and possible limitations when using a third-party money management platform. If your billing country charges VAT but shipping country is exempt, VAT cannot be removed.
Do you ship to a PO Box address?
To ensure the safe delivery of your order, we are unable to ship to PO Box addresses.
Returns
I would like to return my order
Please contact store@carolinehirons.com so that we can talk you through our returns policy.
We have a 14-day return policy. Which means you have 14 days after receiving your item to request a return. To be eligible for a return your item must be in the same condition that you received it, unused, sealed and fit for resale.
How long does it take to process a return?
When applicable, we will refund your payment for the goods as soon as possible by the original payment method, no later than 5 working days after we have received the goods. Please note refunds can take up to 10 working days to process. We are unable to refund any costs incurred from returning the goods.
General questions
How long will items in my Kit last?
This is entirely at the brand's discretion. If you're unsure, look out for the symbol on each product that resembles an opened tub, this number highlights how many months once opened, it can be used for.
I missed out, will you be getting any more Kits back in stock?
Sorry you missed out this time, once the Kits are gone they are gone!
Occasionally, we receive a return (inspected and in perfect brand-new unopened condition) which we will return to stock and if you are lucky enough to spot this on the site you can snap this up!