Shipping policy
SHIPPING POLICY
Processing Time
All in-stock orders are typically processed and dispatched within 1–3 business days after payment confirmation. Once your order has been shipped, you will receive a confirmation email containing your tracking number.
Pre-Order Items
When you place a pre-order, you are reserving stock from an upcoming shipment batch. Payment is collected at checkout to secure your order.
Pre-order items are typically dispatched within 2–3 weeks from the date of purchase, although timeframes may vary depending on product availability and demand. You will receive a shipping confirmation email with tracking details as soon as your order has been dispatched.
Important Notice For UK & EU Customers
In accordance with UK and EU consumer protection laws, you have the right to cancel your pre-order within 14 days of purchase, provided your order has not yet been dispatched.
To request a cancellation, please contact us as soon as possible at:
Once your order has shipped, our standard Refund Policy will apply.
If there are any significant delays beyond the estimated dispatch timeframe, we will contact you by email and offer you the option to continue waiting or receive a full refund.
Estimated Delivery Times
Once dispatched, estimated delivery times are:
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United Kingdom: 2–5 business days
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Europe: 5–10 business days
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United States & Canada: 7–14 business days
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Rest of World: 10–20 business days
Please note these delivery times are estimates only and are not guaranteed. Shipping times may vary due to courier delays, customs processing, weather conditions, or high-volume periods.
Olivia Skin is not responsible for delays once your package has been handed to the shipping carrier.
Customs, Duties & Import Taxes
International orders may be subject to customs duties, import taxes, or additional fees imposed by the destination country. These charges are the responsibility of the customer.
Olivia Skin has no control over these fees and cannot predict their amount. We recommend contacting your local customs office for more information before placing your order.
Customs-related delays are outside of our control and are not grounds for refunding shipping costs.
Lost, Stolen Or Undelivered Packages
If your tracking information shows your order as delivered but you have not received it, or if your order has not arrived within the maximum estimated delivery timeframe, please contact us within 30 days of the estimated delivery date at:
We will open an investigation with the shipping carrier on your behalf. If the package is confirmed lost, we will offer either:
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A replacement shipment, or
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A full refund
Please note that Olivia Skin is not responsible for packages lost or stolen after confirmed delivery to the correct shipping address.
Order Updates
You will receive email notifications throughout the order process, including:
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Order confirmation
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Pre-order confirmation (if applicable)
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Shipping confirmation with tracking information
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Delivery confirmation
Our Promise
We value your trust and strive to process every order as quickly and carefully as possible. If there are any unexpected delays, our team will proactively keep you informed and work to find the best solution for you.