Totally get it, skincare is personal! As long as you bought it directly from skinbiomebeauty.com, it’s a full-sized product, and you’ve only used a little (think: 2-3 uses max), we’ll happily accept a return within 30 days of your purchase. Just shoot us an email at hello@skinbiomebeauty.com first so we can get you set up with a return label. Oh, and heads up, we don’t do exchanges right now, but you can always return and reorder something new!
I bought your cleanser at a local boutique. Can I return it to you?
We wish we could help, but we can only process returns for items purchased directly through our website. Since your purchase was made through a third-party retailer, you’ll need to reach out to them for their return policy. (And hey, thanks for supporting us at local shops!)
Do I have to pay for return shipping?
Great question! Once you email us and we approve your return, we’ll send you a prepaid return label, so no, you won’t pay out of pocket to send it back. Just make sure to use that label and drop it off within 14 days of receiving it. One thing to note: your original shipping fee (even if it was “free”) isn’t refundable, since that covers the cost of getting your order to you in the first place.
My package says ‘delivered,’ but it’s nowhere to be found!
Ugh, that’s the worst. First, double-check with neighbors or your building’s front desk, sometimes carriers tuck packages out of sight. If it’s truly missing, email us within 15 days of the delivery date. We’ll open a trace with USPS or UPS right away (it usually takes about 5 business days). Just keep in mind: we can’t send a replacement or refund until the carrier officially confirms it’s lost.
What if my product arrived broken or leaking?
Oh no! We pack everything carefully, but accidents happen in transit. If something’s cracked, smashed, or missing, please email us within 30 days of delivery and include a photo of the damaged item and the packaging. We’ll get a replacement out to you ASAP, no return needed in most cases, but sometimes we’ll ask you to send the damaged goods back so we can improve our packaging. Either way, we’ve got your back!
