FAQ

Where can I track my item(s)?

Please visit this page to track your order:

 https://sublimeskinlab.com/pages/tracking

Why have I not received my item(s)?

Shipping for products will take 10-30 working days from the day when you receive your shipping confirmation email. If you do not receive your item within 60 days of getting your shipping confirmation email we will gladly refund you, no questions asked. 

Who delivers my item(s)?

Your items are delivered by our fulfilment center and will usually reach you via your local postal service in your location.

What time are deliveries usually made?

Items are delivered depending on the local postal system and are usually during business hours/weekday. (Monday to Friday, 9am-5pm)

What happens if no one is at home?

Not to worry, most of our items will be left in your postbox if they are small enough and if the postman does not have access to your postbox, it will usually be left at your local post office for you to pick up!

Where do you ship from?

We currently ship from our warehouse from Asia hence why sometimes our items take a little longer to reach you.

I messed up my delivery address, what do I do?

Not to worry, as long as you reach out to us immediately regarding the error in your address, we would be more than happy to change it for you. Just email us your full, correct address along with your order number and we would update your details for you.

**Note: Upon completion of purchase, buyers are eligible for a 1 day Change of Mind Period and it is crucial that you reach out to us then or else we will not be able to make any changes to your order!

Can I change my address after receiving confirmation of shipping

Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer.

What about my billing address?

Billing addresses are currently non editable to prevent and minimise fraud from happening. Please note that all details entered and submitted to us are final.

What happens if I am charged with import duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is about 20% of the euro amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages. The store cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

Can I change my item after receiving the shipping confirmation?

Unfortunately, no. All items that have left our warehouse are final and not changeable.

Order Cancellations & Returns

Cancellation of items/orders may be made prior to the completion of orders and the management reserves the right to refuse any cancellation made after shipment of the item(s) and/or after 1 day of the initial purchase. The return fee will be rendered by the buyer. The management reserves the right to refuse any returns/refunds and each case is subjected to the sole discretion of the firm. The company will not be liable for any errors in shipping addresses provided by the customer and will be subject to the item returning back to us before receiving a refund. Any change of addresses are subjected to the management's approval and orders that are shipped/completed are strictly non-editable. Any reshipment of items done must correspond to the address found in the initial order and cannot be changed nor substituted with another address, design or brand of the item. The management reserves the right to refuse reshipments based on incorrect addresses and are not liable for the inaccuracy of address as provided by the buyer.

*For further and more accurate details, please check out our Returns Policy

How long does refunds take?

Refunds may take up to 14 working days, depending on the system you used to pay with. Please notify us immediately via email should you have not receive it after 14 working days and we would help sort something out for you. If possible, please provide us with any screenshots of the the transaction as this will speed up our investigation!

What do I do if I have received a damaged item?

If you have received a damaged item, please let us know immediately and you would be given a choice for us to reship you a replacement item.

Can I return a damaged item?

Unfortunately we do not accept any returns for damaged items at this time. However a reshipment option is available should you wish to avail this option. We are not responsible for any damages caused by wear and tear