FAQ

ORDER QUERIES

Your order should arrive within the time frame of your chosen delivery method, which you can double check in your order confirmation email. For the US this is typically within 3-5 working days & for international orders it can be between 10-14 working days (this excludes weekends and public holidays). You will also receive a tracking link in this email so check this out for any delivery updates.

 If the delivery time frame has passed and you’ve still not received your items, please get in touch with our Customer Service team with your order details. Please make sure to send us your order number so we can investigate your order status for you.

CAN I CANCEL/AMEND MY ORDER?

Once you have placed an order with us our Warehouse team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process and make any amendments.

If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our free returns service or visit one of our standalone stores within the US for a full refund within 30 days of receipt.

When returning items to us, please include a note inside your return with your order number and the name and address used when placing the order.

All returned items must be sent back to us unopened, unused and in their original condition. We reserve the right to refuse an exchange or refund if items are non-saleable. For hygiene reasons, we cannot offer refunds on fashion face masks, cosmetics, pierced jewellery, swimwear, lingerie & sexual wellness. Personalised items are non-returnable/non-refundable. Gift Cards are also a non-returnable item.

Organise your return from your account page. Please ensure you keep hold of your proof of postage until you have received your refund/exchange. 

Please get in touch with our Customer Service team with your order details if you have any other questions.

CAN I AMEND MY ORDER ONCE IT HAS BEEN PLACED?

Once you have placed an order with us our Warehouse team work hard to make sure we are promptly starting to pack and process your order, therefore once you are charged we are unable to interfere with this process and make any amendments.

If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us using our free returns service or visit one of our standalone stores within the US for a full refund within 30 days of receipt

WHAT CAN I DO IF MY ORDER IS GOING TO THE WRONG ADDRESS?

Please take extra care when entering your shipping instructions at checkout, once an order has been placed, we only have a short space of time in which to amend an address and sadly, if your parcel has already been dispatched, we are unable to change your shipping address for you. 

If you find that you have entered the incorrect address, please contact our Customer Service team with your order details and your correct address information. We will try to help you as much as we can! 

WHERE IS MY ORDER CONFIRMATION?

Once you have placed an order, you should receive an email confirmation sent to the email address you provided at checkout. If for some reason, you did not receive this email, please check your spam/junk folders. If you still cannot find this, please log into your account to check that your order was initially processed, and if you are still having problems please contact us!

WHAT SHOULD I DO IF MY ORDER IS MISSING?

If you are in the US and have not received your order within the allotted delivery time frame, please contact our Customer Service team within 21 days of the date on which you ordered the products. After this time has elapsed, Skinnydip reserves the right to decide whether to send our replacement item(s) for you.

For international customers, please allow up to 16 working days before contacting us regarding a missing order.

WHAT DO I DO IF I'VE RECEIVED THE WRONG ITEM?

We try as hard as possible to ensure you won't receive an incorrect item, however very occasionally this may happen. If you're a US or International customer, please contact our Customer Service team with images of the incorrect item, where a member of our customer service team will help you further.

THERE'S AN ITEM MISSING FROM MY ORDER, WHAT SHOULD I DO?

If you receive your order and an item is missing, please check your emails or junk emails to see if you’ve received an out of stock notice from us.

If you haven’t received this, please contact our Customer Service team with your order details so we can resolve this for you. 

PRODUCT & STOCK

DO YOUR PRODUCTS OFFER A WARRANTY?

Yes, on certain products we do offer a 6 month warranty from the date you placed your order. This applies to our phone chargers, headphones and portable chargers. For all branded items we offer a 1 year warranty. 

If you have any questions about products within warranty for existing orders, please contact our Customer Service team with your order information.