Delivery and returns
*Excluding Sample Sets.
Public holidays
Please bear in mind that delivery times may be longer during public holidays. We’ll dispatch your order as soon as possible. You can see the most up-to-date delivery date at checkout.
Not at home?
If you’re not at home at the time of delivery, the courier will try to leave your parcel with a neighbour or at a DHL ServicePoint. You’ll receive a card from DHL in your letterbox. This will show where the parcel has been left on your street or at which DHL ServicePoint you can collect it on the next working day. Would you like to choose a different delivery time or location? Use the Track & Trace code on the yellow card to select a different delivery option. You can make changes on the day you receive the card.
When your parcel is ready for collection at a DHL ServicePoint, you’ll receive an email. Your parcel will be held for you for seven calendar days, after which it will automatically be returned to Skins. Please bring valid ID with you when collecting from a DHL ServicePoint.
Sample Sets
Have you ordered a Sample Set? We’ll carefully pack the selected samples for you and send them in a letterbox parcel with a Track & Trace code. Letterbox parcels are delivered within 1–3 working days. It is also possible to have a Sample Set sent as a standard parcel by selecting this option at checkout.
Undelivered parcels
Have you not received your order? Please contact us within 7 days of the expected delivery date. After this period, we are unfortunately unable to investigate the matter with the carrier, and we will be unable to trace the parcel or issue a refund.
Shipping outside the Netherlands
If you do not live in the Netherlands, we can easily dispatch your order within Europe. We’ll dispatch your order within one day and send you a Track & Trace code.
Delivery in Belgium
In Belgium, bpost delivers parcels from Monday to Friday, or on Saturday if you specified this when placing your order. You can change the delivery time or location up to and including the day before the scheduled delivery. If you’re not at home, you’ll receive a card in your letterbox. This will tell you where the parcel has been left on your street or give you the address of the collection point. You can collect the parcel the following day from a bpost post office or collection point in your neighbourhood. It is also possible to book a second delivery attempt online. Alternatively, you can request a second delivery attempt via bpost’s customer service. Have you registered your delivery preferences with bpost free of charge? If so, the delivery driver will follow these preferences.
costs We offer free delivery within the Netherlands on orders of €50 or more. The delivery charge for orders under €50 is €4 per order. The delivery charge for Sample Sets is €2.50 for 1 set and a maximum of €4 for 2 sets or more.
We also offer evening delivery within the Netherlands. For orders under €50, the delivery charge for this is €5, and for orders of €50 or more, the delivery charge is €1.
For orders outside the Netherlands, the rates are as follows:
Belgium:
Free delivery on orders of €50 or more
Standard delivery charge: €6
Delivery time: on average 1 working day
Germany:
Free delivery on orders over €50
Standard delivery charge: €5
Delivery time: up to 3 working days
Luxembourg:
Free delivery on orders over €50
Standard delivery charge: €10
Delivery time: up to 3 working days
France, Hungary, Ireland, Italy, Croatia, Austria, Poland, Slovenia, Slovakia, Czech Republic:
Free delivery on orders of €150 or more
Standard delivery charges between €15 and €25
Delivery time: up to 7 working days
Bulgaria, Denmark, Greece, Portugal, Romania, Spain:
Free delivery on orders of €150 or more
Standard delivery charge: €20
Delivery time: up to 8 working days
Estonia, Finland, Lithuania, Latvia, Sweden:
Free delivery on orders of €150 or more
Standard delivery charge: €25
Delivery time: up to 7 working days
Returns
Refund method
You will receive a refund via the same payment method you used to make the purchase, unless you expressly agree to a different payment method. We do not charge any fees for this refund.
E-boutique
- You may return opened and tested products within 60 days without giving a reason. An exception to this applies to products in the skincare, make-up, hair and intimate care categories, which, for hygiene reasons, may only be returned if the seal is still intact.
- You can also return items to one of our boutiques (with the exception of opened/tested products, Archives products, or orders paid for via Klarna or PayPal, which can only be returned online).
- Products whose quality does not meet the stated specifications.
- The product must be returned within 60 days.
- Unopened and untested products can only be exchanged in boutiques for another product or a voucher.*
- Products purchased in a boutique cannot be returned online.
- The product must be returned within 30 days.
Skins Boxes
Our Skins boxes can only be returned if both the packaging and the contents are in their original condition. Furthermore, the box must be complete; no products may be missing.
What cannot be returned?
- Hygiene products in the make-up, skincare, hair and intimate care categories, where the seal has been broken after delivery.
- Skins Cosmetics Giftcards.
- Items purchased in-store cannot be returned online.
- Personalised items, such as customised Sample Sets.
If you spend €130 or more, you’ll receive a free Gift from us, which you can select at checkout. If you return products afterwards and your spend falls below €130, you’ll unfortunately lose your entitlement to the free Gift and will need to include it with your return parcel. If the total spend falls below €130 and the Gift has not been returned, we will deduct the value of the Gift from your refund.
How can I return an item?
When returning your order, you have the right to withdraw from the contract within 60 days, without giving any reason. The withdrawal period expires 60 days after the day on which you, or a third party designated by you (other than the carrier), takes physical possession of the product.
You can easily arrange a return free of charge via DHL by clicking here. Please ensure you complete all fields and enter your order number (XXXXXX) in the ‘Reference number’ field.
Once you have filled in all the details, you will be given the option to either print out a return label yourself or generate a QR code and present it at a DHL Service Point. For the sake of sustainability and added convenience, we recommend using the QR code method. We will cover the cost of the return if you follow the steps in the returns process. If you return the products on your own initiative or via another carrier, you will be responsible for the costs.
Return costs from abroad are not reimbursed. This option is only available for returns within the Netherlands. If you still wish to return a product from abroad, you will be responsible for the return costs. Unfortunately, it is not possible to send proof of payment to Skins or to claim a refund.
Once you have notified us, you must return the items to us as soon as possible, but in any event no later than thirty days after notifying us. Would you like to make a return without an account? For returns, you can use the following address:
Skins Cosmetics B.V.
For the attention of the Returns Department
Pletterij 3, 1185ZK
Amstelveen
We ask that you return the items to us in their original packaging and in the original box or a similar box. You can also return the items to one of our boutiques
(with the exception of online orders paid for via Klarna or PayPal, which can only be returned via our online boutique). When returning items to a boutique, please always bring the digital invoice and the product with you. Don’t forget to include the six-digit order number/reference number for your order.
You are only liable for any reduction in the value of the products resulting from their use beyond what is necessary to establish the nature, characteristics and functioning of the products.
You may also use the European model withdrawal form to inform us that you are cancelling your purchase. However, use of this form is not compulsory.
Refund
If you paid via iDeal, credit card, Bancontact, Klarna or PayPal, we will refund the full purchase amount (including any delivery and payment costs) as soon as possible, but no later than 14 days after we have been notified of your decision to withdraw from the contract. However, we may withhold the refund until we have received the products, or until you have provided proof that you have posted them. If you paid using a Skins Giftcard, you will also receive this amount in the form of a Skins Giftcard.
You may be reimbursed for the return postage costs if an item in the parcel was damaged, delivered incorrectly or otherwise not delivered correctly, or if you are returning the order for a valid reason. If necessary, please email customer services to obtain a reply number, or email your proof of postage to receive a refund of the costs.
Warranty
All items you purchase from us are covered by the statutory guarantee. As a Skins customer, you are entitled to a good-quality product. If the item is not what you expected, please contact us and we will work together to find a solution.
Climate-neutral delivery
Orders from Skins are dispatched in a climate-neutral manner via DHL Parcel. DHL is working hard to reduce its CO₂ emissions. We jointly offset the CO₂ they do still emit. Both DHL and Skins contribute to the cost of this offsetting. DHL invests the proceeds in certified Gold Standard projects in developing countries. Moreover, this not only offsets emissions but also helps to boost the local economy. In addition, DHL also offsets shipments within the Benelux via Land Life Company. By investing in large-scale reforestation projects, we work together to restore important ecosystems, promote biodiversity and provide social and economic benefits to local communities.
As a recipient, you can easily do your bit too. If you’re not at home at the scheduled delivery time, simply adjust the delivery time or location using the Track & Trace code. This means the delivery driver is less likely to find the door closed and avoids unnecessary journeys. Want to choose the greenest delivery option? Then have your parcel delivered to a DHL ServicePoint.
Can my order be delivered in several parcels?
Yes, that’s possible. We dispatch from two different warehouses, so it may happen that items come from different warehouses and your order is delivered in two parts. We’ll always aim to ensure delivery is as quick and efficient as possible.
’s liabilityBy law, returns are the responsibility of the customer. If a parcel goes missing, you, as the sender, are liable for the loss. If you use the free returns option via DHL, the contents of the parcel are not insured. If you wish to send the parcel insured, this is also possible at your own expense.
