FAQs
Which countries do you ship to?
We currently ship to the U.K only.
I just placed an order. When will it ship?
We try our best to ship items as fast as we can. Usually, the next working day, if an order is placed before 5 pm.
We also ship on a Saturday if orders are placed before 9 am.
Can I cancel my order?
You must cancel your order before it ships. Once an order is shipped, you can no longer cancel your order. Customers send back the items at their own expense.
I have entered an incorrect address. What do I do now?
If you have miss spelt or auto-filled in an incorrect address, reply to your order confirmation email and confirm. If the address is incorrect, we can change the address to the correct one within 24 hours. No refund will be given once an order has been shipped.
What if I changed my mind? Can it be returned? What if there is an issue?
The customer has the right to a 14-day return under the following:
- Product is damaged
- Received wrong product
- Regret of purchase.
All refunds require a receipt or proof of purchase (customer email with the order confirmation).
Before a refund can be issued, all items must be returned to Chatea Skin for approval. Items must be in the original packaging, unused, unopened, and the same condition as received.
In particular circumstances, we allow partial reimbursement, i.e. item is damaged or has defects for reasons that are not due to an error on our part (product complaint).
Once the item has been inspected, an email will be sent with approval or rejection. If approved, the refund will be processed, and funds reimbursed.
When making a return that is not a defect/damage or wrong item from Chatea Skin, the returnee is responsible for shipping costs. Ship with tracking and insurance is recommended. We cannot guarantee that we will receive your returned item for untracked shipments.
PRODUCTS
What should I do if I have an reaction using your products?
Unfortunately using natural products doesn't mean you can't get a skin reaction. Every individual is different and anyone can react to anything. I always recommend doing a patch test first if you are using any skincare products for the first time and you are concern that you might have allergies or sensitive skin.
You can contact hello@chateaskin to assist you with your concerns. Contact your health care practitioner if immediate care is required.
Are your products vegan?
Yes, all our products are vegan
For more information on returns, please refer to our 'Return Policies':https://chateaskin.com/policies/refund-policy
For further questions, please feel free to contact us at hello@chateaskin.co.uk