Shipping & Returns

Shipping Policy

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.

UK Delivery – Tracked Delivery

United Kingdom, Isle of Man, Jersey, Guernsey

• Free Standard Delivery on orders over £65 – (2–3 working days from dispatch)
• Free Next Day Delivery on orders over £150 (1 working day from dispatch)
• £5.00 – Royal Mail Tracked Standard Delivery (2–3 working days from dispatch)
• £10.00 – Royal Mail Tracked Next Day Delivery (1–2 working days from dispatch)

*Available in mainland UK only

Important international delivery information:

All orders are dispatched from the United Kingdom, and as such, parcels may be subject to additional customs duties or taxes upon arrival in your destination country. Please note that 21stCY Skin Store is not responsible for any customs charges or taxes applied to your order, as all fees incurred during or after shipping (tariffs, taxes, etc.) are the responsibility of the customer.

If there has been no progress with your shipment within 14 days or you have issues with your order, please email us at Skincare@21stcy.co.uk and we will try our best to help.

Please note that we cannot deliver to PO Boxes outside of the UK.

🌍 International Shipping

We proudly ship worldwide. Please note the following important information before placing your international order.

Import Duties & Taxes — Options at Checkout

When placing an international order, you will be able to choose how import duties, taxes, and customs fees are handled:

Refund & Returns Policy

Last updated: June 2025  •  UK Orders Only

Return Eligibility

We want you to love every product from 21stCY Skincare Store. If something isn't right, we're here to help — provided your return meets the conditions below.

• Returns must be requested within 14 working days of delivery.
• Items must be unopened, unused, and in original packaging with all tags intact.
• You must provide proof of purchase (order confirmation or receipt).
• Items sent back without prior approval will not be accepted.

How to Initiate a Return

To start a return, please follow the steps below. Items sent back without first requesting a return will not be accepted.

1. Request Approval — Contact us at Skincare@21stcy.co.uk with your order number and reason for return. Only returns with prior approval are accepted.
2. Portal Users — If you have a 21stCY Skincare account, submit your return request directly through the 21stCY Customer Portal for faster processing.
3. Guest Checkout — Email us with your full name, order number, and reason for return at Skincare@21stcy.co.uk.
4. Ship Your Item — Post your return to the address below. Return shipping costs are the customer's responsibility unless the item is faulty or incorrect.

Evri Pick-Up Point — Important Notice

Evri does not support missing-item claims for parcels collected from Pick-Up Points. They only accept claims for parcels that are fully lost or fully damaged — not parcels with partially missing contents.

• Customers are responsible for checking their parcel at the point of collection.
• Any visible tampering must be reported immediately at the Pick-Up Point before leaving.
• If a parcel collected from a Pick-Up Point has missing items, 21stCY Skincare Store will follow Evri's policy when assessing any refund or resolution request.

Damages & Issues

Please inspect your order as soon as it arrives. Contact us immediately if you notice any of the following:

• The item is defective or damaged
• You received the wrong item
• Packaging shows visible signs of tampering

Email us at Skincare@21stcy.co.uk with clear photos of the product, packaging, and shipping label so we can assess and resolve the issue as quickly as possible.

Exceptions / Non-Returnable Items

The following items cannot be returned under any circumstances:

• Perishable goods
• Custom or personalised items
• Opened or used skincare and personal care products (for hygiene reasons)
• Hazardous materials, flammable liquids or gases
• Sale items and gift cards

Exchanges

We do not process direct exchanges. To exchange an item, return the original (subject to our return conditions above). Once your return is approved, you are welcome to place a new order for the item you want. This ensures the fastest possible turnaround for you.

Order Cancellations

• Orders cancelled before dispatch incur a £5.00 processing fee.
• Orders that have already been dispatched cannot be cancelled, but may be returned once received in accordance with this policy.

Refund Process

Once we receive and inspect your returned item, we will notify you of approval or rejection via email. Here is what to expect at each stage:

Policy at a Glance