> Please check the tracking code in the SHIPPING CONFIRMATION EMAIL sent when your item was dispatched. Remember to check your junk/spam folder for this email also, or any other email accounts you may have used instead. 

You can click on the tracking link in the confirmation or copy/paste it into the tracking page.

>If you DID NOT RECEIVE a shipping confirmation yet, it may be that the standard processing time has not taken place yet (1-2 business days for UK orders, or 2-3 business days for International orders).

It may also be that you placed the order in a LAUNCH week of a new product or after an item was re-stocked, where it is advised that it may take an extra 7 working days to post your item. Please note that weekends and bank holidays are not working days for us.

> If you RECEIVED the shipping confirmation email and placed an international order (we ship from the UK), please check the tracking link to see if the item is held up at customs in your country and/or if they are trying to contact you, to pay a customs tax for example.

> If neither of the above applies, please email sales@skincarebydrv.com for help, quoting your order reference number. Please only submit your query once and ideally write from the email address used to make the purchase so we can serve you faster. Thank you

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. The item should be returned promptly after that time.

To be eligible for a return, your item must be in the same condition that you received it, unused and in original packaging.

You’ll also need to provide the original proof of purchase / Skincare by Dr V order reference number.

To start a return, PLEASE EMAIL sales@skincarebydrv.com

Please retain proof of postage of the item back to us. Upon receipt of the item, refunds will normally be processed within 14 WORKING DAYS, less shipping fees* and funds will ALWAYS be returned to the same payment card or method used to pay for the original transaction. If a card has been subsequently cancelled, you will need to inform us BEFORE we process the refund.

*If the return is due to product damage in-transit or due to adminisitrative error by Skincare by Dr V, we will replace the item for you at no extra cost, OR the shipping fee will be refunded as well should you prefer a full refund instead.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. You will be offered a replacement, partial refund or full refund depending on the nature of damage. Please email a photo of the damage along with your claim.

Maximum Refund Value

The maximum refund in case of damages or non-delivery of item is the full value you have paid for the products including sales tax and shipping. We cannot refund your return costs or any customs duty/taxes paid, but claims for the latter can be made to the courier. Further compensation cannot be offered for delays, errors, reactions or any other issue.

Non-refundable items:

1. Used products - except for A) where it is agreed the product is demonstrably faulty, or B) where a unavoidable & verified skin reaction has occurred & the customer must discontinue usage (within 30 days of delivery).

2. Un-used products older than 30 days past the delivery date.

3. Items that were 'returned to sender' but not received back to us.

4. Items that have gone missing due to customer providing inadequate or incorrect address details at time of purchase, or not paying customs taxes.

5. Shipping fees- where the order delivery failed due to: A)the recipient not collecting the parcel in time after missing a delivery, or B)the item address provided by the customer being incomplete or incorrect, orC)the customer refusing to pay or not paying customs duties (where applicable).

6. Free Shipping value- where the item being returned benefited from 'free shipping' due to a qualifying minimum order value, the customer will be refunded the product value minus the standard fee of the shipping method used, upon return of the item back to us. At the time of writing, this is £3.49 for local shipping, or £12-19.95 for international shipping. For example, if the value of the free shipping order being returned is £100, the customer will be refunded £96.51 (if a local order).

> UK orders take 3-5 business days to be delivered to you and we dispatch after 1
business day.

> International orders take 10-25 days to be delivered via standard shipping (or 5-10 business days via the Express Courier option) and we dispatch after 2 business days.

> Selected Average Shipping Times (standard / express): USA/Canada (10 days / 5 days), France/Germany (10d / 5d), Australia/NZ (20d / 10d).

> Please allow an extra 7 working days for deliveries during the 'Launch Week' of a new product. A Lauch Week is approx. 10 days after the a product is made available for sale or restocked.

For the latest shipping rates & info, please read our Shipping Policy

Sorry we do not ship directly to India due to high customs taxes imposed by the Indian Government as of 2021/22.

Please consider purchasing from our local partner: styledotty.com

FOR OTHER COUNTRIES, PLEASE CONTINUE READING:

If we do not ship directly to your country, you may wish to consider using a parcel forwarding company, who has an address in the UK and can forward the goods to you.

They typically charge per kilogram of weight and have the added benefit that you can buy from several online stores and have all your goods sent to you in one delivery, saving you on shipping fees.

Some countries (like India) restrict food imports, so please check also if you are placing an order for Dr V. Collagen Boost.

Below is a list of companies you could set up an account with, however we encourage you to do your own research for the best rates and shipping options:

Forward2me (global)

Shop&Ship (global)

Postbox Courier (for South Africa)

DHL EasyShop (for Middle East)

You will need to setup an account with your chosen parcel forwarder above and then use the address they provide for you as your shipping address when making purchases on our website.

Please note that Skincare by Dr V can only guarantee delivery to your chosen shipping address in the UK, and is not responsible for delivery to the final destination, which remains with the mail forwarder.