FAQ's
General Questions
I sent an email, when can I expect a response?
Our customer support service operates Monday to Friday from 10:00 AM to 7:00 PM British Time, excluding weekends and UK bank holidays.
We strive to respond within 24 hours during these service hours, and we always do our best to get back to you as soon as possible. However, response times may be delayed during peak or high-volume periods. We appreciate your understanding.
When are your out of stock products back?
If a product you’re interested in is currently out of stock, please use the “Notify Me When Available” button on the product page.
This way, you’ll receive an email notification as soon as the item is back in stock and ready for purchase.
What payment methods do you offer?
You can pay online with any of the following payment methods:
- Credit/debit card (VISA, Mastercard, AMEX, Discover)
- Clearpay
- Google Pay
- PayPal
- Shop Pay
Do you have a loyalty scheme?
Absolutely! Feel free to join our loyalty programme by signing up here.
If you already have a Skin Cupid account, you don’t need to sign up as you are automatically enrolled to our program. Simply log in to our website and go to the Rewards page to check your points and rewards.
We hold our cherished Cherubs in high regard, and the points and coupons you’ll earn are our way of showing our appreciation for your loyalty.
Do you offer any discount codes?
Yes! We offer a 10% off discount code for your first order. You can get this discount code by subscribing to our newsletter.
Please note that this discount code cannot be used for subscription boxes, sets, minis, products on sale and certain collections.
Skincare and Products Questions
How do I start my K-beauty journey?
If you are unsure of where to start or would like product recommendations based on your skin concerns, you may contact us at hello@galawoman.com. We will ask you a few questions to know more about your skin type and concerns to provide personalised recommendations for you.
How should I introduce new products to my skincare routine?
When introducing a new product into your skincare routine it is highly important to perform a patch test. A patch test involves applying a small amount of the product to a discreet area of your skin, such as behind your ear or on your neck. By doing this, you can check for any adverse reactions, like redness, irritation, or allergies, before using the product on a larger area of your face or body.
When introducing multiple new products to your skincare routine, it’s also advisable to follow a staggered approach. This means adding one new product at a time and allowing a few days to assess how your skin reacts before adding another new product. This approach helps you identify which product may be causing any issues or providing the desired benefits.
Following these recommendations will help to ensure that you get the best results while minimising the risk of any adverse reactions.
Order Questions
When can I expect my order to arrive?
We aim to dispatch orders within 24 to 48 business hours from the moment of order creation. Business hours are Monday to Friday, from 08:00 AM to 5:00 PM British Time, excluding weekends and UK bank holidays.
If the 48-hour period falls outside of our business hours, an additional day will be required for processing, as the order will be collected on the following day.
During sale periods and due to an increase of orders received, this time frame can be extended We kindly ask for your understanding and support during busy periods as we do our best to dispatch orders as soon as possible.
Once dispatched, 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 UK this is typically within 2-4 working days and for international orders, it can be between 7-15 working days (this excludes weekends and public holidays). Please see our shipping policy for more information.
Please note that for international deliveries there may be unforeseen delays that are out of Skin Cupid’s control, such as local country customs processing times. Once your order is shipped, you should receive a shipping confirmation email which contains a tracking link. Please follow the tracking link to see the latest delivery update.
How can I track my order?
Following the dispatch of your order, an email confirming the shipment will be making its way to your inbox. This email will include tracking information to keep you informed about the status of your delivery. To ensure you receive this information promptly, we recommend inspecting your spam or junk folder, as occasionally our emails might find their way there. Furthermore, kindly verify the accuracy of your provided email address to facilitate seamless communication.
I have to change my shipping address, how can I do it?
If you need to update the shipping address for your order, please follow these steps:
Before We Ship: If your order has not been shipped yet, please get in touch with us immediately at hello@galawoman.com
with the subject “ADDRESS CHANGE – [Your Order Number].” Make sure to provide the correct address in the email to avoid delays. We’ll do our best to accommodate the change but we cannot guarantee that it can be completed.
Order Has Shipped: If your order is already on its way to you, unfortunately, we’re unable to modify the address. If the order is returned to us due to an incorrect address, we will issue a refund after deducting shipping costs. Regrettably, we can’t offer a refund or reshipment for parcels delivered to the wrong address or lost in transit due to the incorrect address.
Can I cancel/modify my order?
Skin Cupid Team works hard to fulfil your orders as quickly as possible, so there is a very short timeframe in which we can make changes. If you would like to cancel or modify your order, please notify us through email at hello@galawoman.com within 1 hour of placing your order and we will do our best to accommodate the request.
If your email is a cancellation, please title your email “CANCEL – [Your Order Number]”
If your email is a modification, please title your email “MODIFICATION – [Your Order Number]”
We always strive to accommodate these requests; however, please note that we cannot guarantee them. To avoid any issues, we kindly ask that you double-check all information and ensure it is correct before completing your order.
Please note that only 1 modification chance is given per order, so please put all of your modification requests in one email.
Can I exchange items?
We do not currently offer direct product exchanges. If you wish to order a different product or need a replacement for your current purchase, the most efficient way to handle this is to follow a two-step process:
1. Initiate a Return: Contact us to inform us about the return of the product you would like to exchange. We will guide you through the return process and provide you with all the necessary information.
2. Place a New Order: Once the return is completed, you can proceed to place a new order for the desired product on our website.
What should I do if my parcel was stolen?
Kindly be informed that if your parcel has been delivered to the shipping address entered in the order, and is subsequently stolen, we cannot be held responsible or accountable for the loss. We recommend that you promptly file a report with your local police to address the situation appropriately. Your understanding in this matter is greatly appreciated.
What happens if my order cannot be delivered or is not collected?
If your order cannot be delivered due to an incomplete or invalid address or if it is not collected within the allotted timeframe, your package will be returned to us.
When the parcel is received, our team will verify and process the return as soon as possible. Once this process is completed, we will promptly issue a refund after deducting shipping costs. Regrettably, we can’t offer a refund or reshipment for parcels delivered to the wrong address or lost in transit due to the incorrect address.
It’s highly recommended to ensure that you enter the complete shipping address (including building, house or flat number) and to keep a close eye on the notifications sent by the courier regarding the progress of your shipment. These notifications may contain vital information regarding your package’s status or may even require some action on your part to ensure a successful delivery.
Shipping Questions
Which countries do you ship to?
Right at Home (2-3 working days): United Kingdom, Isle of Man, Jersey, Guernsey
Across Europe (5-10 working days): Austria, Belgium, Bulgaria, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Sweden, Switzerland, Faroe Islands, Hungary, Iceland, Svalbard & Jan Mayen, Gibraltar, Monaco, Falkland Islands, Slovakia, Slovenia
United States (2-4 working days)
Canada (5-10 working days)
Worldwide Zone A (5-6 working days): Bahrain, Cyprus, Qatar, Saudi Arabia, United Arab Emirates, Kuwait, Oman, Lebanon, Malta
Worldwide Zone B (10-15 working days): Australia, Morocco, New Zealand
If you don’t spot your country on the list, it means we are not shipping to your location at this time. However, we are always looking for the right courier options to expand our offerings so please check again in the future.
What is your shipping cost?
- Free Standard Delivery on orders over $50 (estimated delivery 2-4 business days from dispatch)
- Standard Delivery – $6.99 (estimated delivery 2-4 business days from dispatch)
- Express Delivery – $14.99 (estimated delivery 1-2 business days from dispatch)
Why hasn't my order been shipped yet?
If you placed your order on a weekend or a holiday, rest assured it will be processed and shipped on the very next working day.
It’s important to note that if your order was placed on a Friday, there is a chance that you have missed the day’s last collection time. In such cases, your order will be processed and dispatched on the following working day.
Do you ship to APO addresses?
Our courier can deliver parcels to APO addresses within the United States.
Regrettably, if the designated address falls outside the U.S. territory, we are unable to deliver to that location.
Payment Questions
Will I be charged VAT/Customs?
For our Cherubs in the USA, here’s some good news! The customs duty threshold is $800, meaning orders under $800 are free from customs duties.
My card is charged but I haven't gotten an order confirmation?
If you find yourself in a situation where your card has been charged, but you haven’t received an order confirmation, please follow these steps:
1. Double-Check Your Email: Please verify that the email you provided during checkout is accurate. Sometimes, slight typos can lead to order confirmations not being received.
2. Check Your Bank Account: Take a look at your bank account to see if the payment is labelled as “pending.” Pending payments might indicate that the transaction encountered an issue. Generally, pending payments are automatically reverted to your account within a few working days if no order confirmation has been received.
If after checking these two points you still haven’t received your order confirmation, please don’t hesitate to reach out to our customer support team. We’re here to assist you and ensure that your shopping experience proceeds seamlessly.
Payment Questions
What is your returns policy?
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, sealed and in its original packaging. You’ll also need the receipt or proof of purchase. Customers will cover the postage to send the goods back.
Please note that we do not offer returns for international orders.
How can I start a return?
To begin a return process, kindly reach out to us via hello@galawoman.com. Please title the subject of your email as “RETURN – [Your Order Number], provide details such as the reason for the return, and the specific products you intend to return. It’s important to note that we cannot accept items sent back without prior return authorisation. Additionally, please keep in mind that Skin Cupid does not cover the cost of return postage.
What if the product is damaged or incorrectly sent?
n the rare event that the product comes damaged or incorrect, we deeply apologise. Please email us with a picture of the damaged or incorrect products as well as your order number.
When will I receive my refund?
It may take up to 10 working days for a refund to be reflected in your bank account, depending on the payment method and your bank’s processing times.
You will receive an email notification once it is completed on our side.
What is your refund policy?
Each case will be thoroughly evaluated, and refunds, whether partial or full, will be issued accordingly.
For orders returned to us due to an incorrect or incomplete shipping address, rejected or not collected within the allotted timeframe or if customs charges are rejected when applicable, we offer a refund with a deduction for shipping costs. This deduction applies for all orders, including those with free shipping. This policy ensures transparency and fairness in handling such situations.
