preguntas frecuentes

1. WHAT IS THE ESTIMATED PROCESSING TIME FOR MY ORDER?

    CLOTHING: Most items on our website are produced on-demand. Once an order is placed, we will usually complete the product in 1-5 business days and will ship it soon after. In certain cases, we will have a high volume of orders, or a special-order garment, and will need more time.  

    In total please allow: 

    1-3 weeks for USA 

    2-4 weeks for other international orders. 

    2. HOW WILL I KNOW WHEN MY ORDER IS READY?

      For every order, we will send two e-mails. One e-mail will show the order details and confirm that the order was placed, and the second e-mail will tell you your order is shipped and contain a tracking link. If you haven't received any emails, please ensure you check you junk mail. 

      3. CAN I HAVE A REFUND OR EXCHANGE MY PRODUCT?

      Any claims for misprinted, damaged, or defective items must be submitted within 6 weeks of the order placement. It is important to notify us of any issues within this timeframe to ensure prompt resolution. In the case of packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. We kindly request that you report any such incidents within this period so that we can assist you in the best possible manner. 

      We can only provide refunds in specific circumstances.   

      Refunds and replacements are available if we make a mistake. If you have made a mistake, then we cannot offer a refund or replacement. However, as a small business with on-demand production, we do not have return facilities. We print the exact number of garments, based on the orders that came in, please review your order and size guide carefully before completing your purchase. Contact us immediately if there are any discrepancies or changes needed after placing your order. 

      If a refund or correction is not feasible for your specific situation, we may be able to offer a discount for you to place a new order with the correct variant. To determine if your circumstances qualify for a refund, please reach out to us and we will gladly assist you. 

      We cannot provide refunds if:  

      • You chose the wrong item or size.  
      • The item isn't damaged.  
      • The item is late or didn't arrive on time.  
      • You no longer want the item.  

      We only offer refunds if:  

      • Your item arrives damaged.  
      • You receive the wrong item.  
      • Your item doesn't arrive after 60 days.  

      We require photographic of the damaged or defective product, in order to proceed. As soon as we deem that the product is significantly damaged or defective, we will either issue a replacement item or request you to return the item back to us so we can issue you a refund.   

      Please allow up to 14 working days for funds to process.  

      4. DO YOU HAVE A SIZE GUIDE?

        Yes, we absolutely have a size guide, please check it out in the tab on the products page. 

        Keep in mind that most of our clothing is unisex so check out the size guide to determine you get the right size for you. 

        5. WILL I HAVE TO PAY ANY TAXES/DUTIES WITH MY ORDER? 

          You will be liable for any import duties, customs and taxes. These vary per country but are usually very rare with our orders.  All custom fees are the receiver of the orders responsibility. Please be aware that THESKINSAVER does not have any control over any duties, taxes or customs levied by the country your order is being shipped to. These are randomly selected, and we cannot predict these, nor can we predict the cost.  

          Brexit Update: if you are based in the UK HRMC import tax is due on all orders over £135. 

          6. ARE YOUR PRODUCTS ETHICALLY MADE?

            All our garments are made from either 100% Organic Cotton and/or Recycled Polyester, making it perfect for those worried about having any impact on the environment. 

            7. CANCELLATIONS

              We can only process cancellations or partial cancellations in exceptional circumstances. Please contact us to find out if your circumstance qualifies for a cancellation. We cannot guarantee that we will be able to cancel your order in time. 

              Please note, the following are classed as not exceptional circumstances: 

              • You regret making an order 
              • Your order was accidental 

              8. ORDER CHANGES

                All requests after placing an order are subject to approval, we cannot guarantee that the requested changes can be made in time. Please ensure that your order is correct before placing the order. We cannot be held responsible for your mistake if we cannot amend your order in time.  

                If you would like to change/update your order due to ordering an incorrect variant, size or color; or would like to increase the quantity of items in your order or to upgrade/degrade your shipping method; you can email our customer support team at contact@theskinsaver.com who will process any changes requested.  

                Disclaimer: The refunds and cancellations terms given above are what we believe to be fair and reasonable. 

                9. HOW DO I WASH THE PRODUCTS?

                  • Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. 
                  • Tumble dry low, or hang-dry for longest life. 
                  • Cool iron inside-out if necessary. Do not iron decoration. 
                  • Do not dry clean.