Frequently Asked Questions
Orders & Production
How long does it take to make my order?
All SKINFOLKZ items are made-to-order. Orders typically enter production within 1–3 business days after purchase. Production time varies by product and can add several days before shipping.
Can I change or cancel my order?
If your order has not yet entered production, we may be able to change or cancel it — contact us immediately. Once production has started, changes or cancellations are usually not possible.
Shipping
How long will shipping take?
Shipping time = production time + carrier transit time. Typical estimates (after production completes):
Domestic (U.S.): 2–8 business days
International: 10–30 business days (can vary widely)
Exact shipping options, availability, and delivery times depend on the item and destination. At checkout you’ll see the shipping methods and estimated delivery windows for your order.
Do I pay customs, duties or taxes for international orders?
Yes — the recipient is responsible for any customs fees, duties, or import taxes assessed by their country. These charges are outside of SKINFOLKZ’s control.
What if my package is delayed?
Sometimes carriers experience delays due to high volume, weather, or customs processing. If your order is delayed beyond the estimated delivery window, contact us and we’ll help track it down.
Addresses & Lost Shipments
I entered the wrong shipping address — what now?
Double-check your address before placing an order. If you notice an error right away, contact us immediately. If the order is already in production or shipped, we may not be able to redirect it. If a package is returned to us due to an incorrect address, we can often reship it for an additional shipping fee or issue a partial refund depending on the circumstances.
My order never arrived — what should I do?
If your tracking shows delivered but you didn’t receive it, or if it’s lost in transit, contact us with your order number. We’ll investigate with the carrier and work toward a resolution — replacement or refund may be offered depending on the outcome.
Returns, Refunds & Replacements
Do you accept returns for change of mind or wrong size?
Because items are custom-made per order, we generally do not accept returns or exchanges for change of mind, incorrect size selections, or simply wanting a different color. Please review sizing charts and product details carefully before purchasing.
What if my item is defective, damaged, or has a printing/manufacturing error?
If you receive an item that’s damaged, defective, or incorrectly produced, please contact us within 30 days of delivery. Provide photos showing the issue and your order number. For qualifying cases we will offer a free replacement or a full refund. You will not be responsible for return shipping on verified defective or damaged items.
What if my order was lost or returned to sender?
If an order is returned due to an invalid address or is lost in transit, we’ll evaluate the situation and typically offer either a reprint (may require covering an additional shipping fee) or a partial refund. If the error was on our end, we’ll cover the cost to make it right.
How long does a refund take?
Once approved, refunds are processed back to the original payment method. The time it takes to appear on your statement depends on your bank or payment provider (usually a few business days to a couple of weeks).
Exchanges
Can I exchange my item for a different size or color?
We do not offer direct exchanges. If you need a different size or color, please place a new order for the desired item; if your original order qualifies for a reprint due to defect, we can arrange that instead.
How to report a problem
To help us resolve issues quickly:
Email our support at [your support email] (or use the site’s contact form).
Include your order number, a short description of the issue, and clear photos showing the problem.
We’ll respond within a few business days with next steps.
Additional Notes
Promotional or sale items follow the same policy unless otherwise stated.
If you paid in a different currency, refunds may be affected by conversion timing or bank processing times.
We reserve the right to require additional proof or inspection for some claims.