Frequently Asked Questions (FAQ)

Q: How do I place an order?

A: Add your items to the cart and proceed to checkout. You can check out as a guest or create an account to view order history and start returns more easily.

Q: What payment methods do you accept?

A: We accept major cards and popular wallets, including: Visa, Mastercard, American Express, Discover, UnionPay, ELO, JCB, Diners Club, PayPal, Shop Pay, Apple Pay, and Google Pay. Availability may vary by device and region. For more details, see our Terms of Service.

Q: When am I charged?

A: Your payment method is authorized and charged at checkout when you place your order.

Q: Can I use a non-U.S. card?

A: Yes. All prices are in USD. You can pay with a non-U.S. card in USD as long as you ship to a U.S. address.

Q: Can I cancel or change my order?

A:
• Before shipment (before our 4:00 PM CT weekday cut-off): Contact us as soon as possible. We’ll do our best to update the address or other details, or cancel the order before it ships.
• After shipment: We will attempt to recall the package via the carrier. If recall is successful, we cancel the order and issue a refund according to our Refund Policy at no extra cost to you.

Q: Do you offer exchanges?

A: We don’t offer item-for-item exchanges. Please return the item(s) that are eligible under our Refund Policy and place a new order for the product you prefer.

Q: What happens if there is a pricing typo or obvious error?

A: If a product or shipping price is displayed in error, we may cancel or correct the order in line with our Terms of Service. If this affects an order you placed, we will notify you and issue a refund where applicable.

Q: Where do you ship?

A: We currently ship to all 50 U.S. states, including Alaska and Hawaii. We do not ship to U.S. territories (such as Puerto Rico, Guam, or the U.S. Virgin Islands) at this time.

We also do not ship to P.O. Boxes or APO/FPO/DPO addresses. A valid street address is required for delivery.

For full details, please see our Shipping Policy.

Q: Where do orders ship from?

A: Orders are shipped from our fulfillment center in Şerefiye Mahallesi Şehit Ruhsar Cd No:15B, Merkez, Düzce, Turkey.

Q: Which carrier do you use?

A: We primarily ship with FedEx International Priority. Service and carriers may vary in rare cases, but we will always provide tracking details for your shipment.

Q: Are customs duties or import taxes included?

A: Yes. All shipments are sent DDP (Delivered Duty Paid), which means you do not pay additional customs duties, taxes, or brokerage fees on delivery. All applicable charges are included in the price you see at checkout.

Q: What are your shipping rates?

A:
• Orders $75 and over: Free shipping
• Orders under $75: $3.90 flat rate
All prices and charges are shown in USD during checkout. For more details, see our Shipping Policy.

Q: When will my order ship and arrive?

A:
• Processing time: 0–1 business day (Monday–Friday, excluding U.S. federal holidays).
• Daily cut-off: Orders placed after 4:00 PM Central Time (CT) are processed the next business day.
• Typical delivery time: 3–5 business days after shipment.

Delivery times are estimates and may vary due to carrier delays, weather, or high-volume periods. See our Shipping Policy for full details.

Q: Will I receive tracking?

A: Yes. We email you a tracking number once your order ships so you can follow its progress on the carrier’s website.

Q: Can I request signature on delivery?

A: By default, a signature is not required. If you’d like signature confirmation, please contact us by email or phone after placing your order. We can add this at no extra cost.

Q: Tracking shows “Delivered” but I didn’t receive my package. What should I do?

A: First, check around your address and with neighbors or building staff. If you still can’t locate the package, email us at hello@skinsb.com with your order number.

• If the carrier can substantiate delivery to your address, the order is considered delivered and a refund is not issued.
• If the carrier cannot substantiate delivery, we will offer a refund or reshipment in line with our Refund Policy.

Q: What is your return window and who is eligible?

A:
• You can request a return within 30 days of delivery.
• You may return eligible items for any reason (including if you change your mind), as long as they meet the conditions below.
• Returns are available for eligible orders shipped to U.S. addresses.
• Items must be unused, unopened, in original packaging, and with all security tags and seals intact.
• Used products, items with removed security tags, or packaging that is significantly damaged/tampered are not accepted, except in specific defect cases we approve in advance.
For full details, see our Refund Policy.

Q: How do I start a return and get a prepaid label?

A:
1. Email us at hello@skinsb.com with your order number and the items you want to return.
2. After we approve the return, we’ll send you a prepaid return label and instructions. Please do not send items back without authorization.
3. Affix the label securely, pack items well, and drop off at the indicated carrier location.
Return shipping is free.

Q: Where do returns go?

A: All returns are sent to our U.S. return facility at:
COSMO TRADE LLC – SkinsB
11149 W 95TH ST UNIT 59
OVERLAND PARK, KS 66214
UNITED STATES

Q: How and when will I receive my refund?

A: Once your return arrives at our U.S. return facility and passes inspection, we process your refund to your original payment method within 10 business days. Your bank or card issuer may take a few extra days to post the credit. We’ll email you when your refund is issued.

Q: Are original shipping fees refundable?

A: Unless otherwise stated in our Refund Policy, we refund what you paid for the returned product(s). Any exceptions (for example, full refunds including shipping in case of our error or damaged/incorrect items) are described in the Refund Policy.

Q: Do you offer exchanges?

A: No. We don’t offer exchanges. Please return the product (if eligible) and place a new order.

Q: When are returns not accepted?

A: Returns are generally not accepted if:

• The request is made after the 30-day window from delivery.
• Items are opened, used, or have security tags/seals removed (except in approved defect cases).
• Packaging is significantly damaged, missing components, or appears tampered with.
• Items are returned without authorization or without using our return instructions.
• Items are damaged in transit due to inadequate packing by the customer.

For specific scenarios and examples, see our Refund Policy.

Q: My order arrived damaged, incorrect, or incomplete—what should I do?

A: Email hello@skinsb.com within 30 days of delivery with:

• Your order number
• A short description of the issue
• Photos (for damaged/incorrect items, 2–3 photos from different angles)

We’ll review promptly and, if confirmed, arrange a reshipment or refund in line with our Refund Policy.

Q: I discovered a defect/abnormality after opening—can I return it?

A: Yes, in many cases. Please email us within 30 days of delivery with your order number and clear photos showing the issue. We’ll review and, if approved, proceed with a refund or reshipment according to our Refund Policy.

Q: Are you the manufacturer?

A: No. SkinsB is an independent online retailer. We are not a manufacturer.

Q: Are your products authentic?

A: We source our items from reputable wholesalers and suppliers and aim to offer genuine, unopened retail products. If you ever have a concern about authenticity, please contact hello@skinsb.com with your order number and photos and we will review promptly.

Q: How do you source your products?

A: We work with trusted wholesalers and suppliers. Products are presented as supplied, in original brand packaging, with straightforward descriptions and no exaggerated claims. For specific product questions, email hello@skinsb.com.

Q: Are you affiliated with or endorsed by the brands you sell?

A: No. SkinsB operates as an independent online store. Brand names, logos, and imagery belong to their respective owners. Their appearance on our site does not imply sponsorship or endorsement unless explicitly stated.

Q: Do you sell aerosols, alcohol-based perfumes, or nail polish (hazmat)?

A: Not at this time.

Q: Any general product safety tips?

A: Always read and follow the manufacturer’s directions, check ingredient lists, and consider a patch test before full use. If you experience unexpected effects, discontinue use and consult a healthcare professional. You can also contact us for order-related help.

Q: Do I need an account to place an order?

A: No. You can check out as a guest. Creating an account can make it easier to view order history and manage returns.

Q: How do I start a return from my account?

A: Log in to your account, find the relevant order, and follow the return instructions, or email hello@skinsb.com with your order number to request a prepaid return label.

Q: I entered the wrong email or address—what should I do?

A: Contact us as soon as possible.
• Before shipment: We’ll correct the information and proceed with your order.
• After shipment: We’ll attempt to recall the package and cancel/refund according to our Refund Policy, at no extra cost to you.

Q: Do you charge sales tax?

A: Yes. Sales tax is calculated automatically at checkout based on your shipping address, where applicable.

Q: Can I get a copy of my invoice?

A: Your order confirmation email includes key details (items, total paid, shipping address). If you need a separate invoice or document, email hello@skinsb.com.

Q: Do you offer price adjustments after purchase?

A: We don’t offer post-purchase price adjustments. For handling of obvious pricing errors, see our Terms of Service.

Q: How do you handle my data?

A: Please see our Privacy Policy for details on what we collect, how we use it, how long we keep it, and your choices.

Q: What about “Do Not Sell or Share” and Global Privacy Control (GPC)?

A: We provide a Do Not Sell or Share My Personal Information option and honor GPC signals as described in our Privacy Policy and Your Privacy Choices.

Q: Do you use analytics or pixels?

A: Yes. We use tools such as Google Analytics 4 and Meta Pixel to improve our site and measure performance and advertising. Details and opt-out options are listed in our Privacy Policy and Cookie Policy.

Q: How do I unsubscribe from marketing emails?

A: Click the “Unsubscribe” link at the bottom of any marketing email, or email hello@skinsb.com and request removal from marketing communications.

Q: What are your support hours?

A:
Phone support: Mon–Fri, 9:00 AM–4:00 PM CT (English only)
Email support: Available 24/7 at hello@skinsb.com. We typically respond within 10 hours and always within 24 hours (U.S. federal holidays excluded).

Q: What is your address?

A: COSMO TRADE LLC – SkinsB
11149 W 95TH ST UNIT 59
OVERLAND PARK, KS 66214
UNITED STATES
(Legal office and return facility; no retail storefront.)

Q: What is the best way to reach you?

A: Email hello@skinsb.com with your order number (if available). For more options, see our Contact Us page.

Q: Do you offer preorders or backorders?

A: No. If an item is out of stock, it isn’t available to order. You can contact us if you’d like help finding alternatives.

Q: Will items in one order ship together?

A: We generally ship all items in an order together in a single parcel. In rare cases, we may need to split a shipment; if that happens, we’ll provide separate tracking numbers for each parcel.

Q: Where can I read the full legal terms and policies?

A: You can read all of our key policies here:

• Shipping Policy
• Return and Refund Policy
• Terms of Service
• Privacy Policy
• Cookie Policy
• Do Not Sell or Share My Personal Information
• Security & Payment Safety
• DMCA / Intellectual Property Takedown Policy