Shipping & Delivery Policy

At Skinorium, we aim to make your shopping and delivery experience simple. This policy explains how we confirm, dispatch and deliver orders placed through www.skinorium.com or our official order channels.

1. Delivery Coverage

We deliver across Pakistan to locations covered by our courier partners.

Delivery availability may vary for remote areas or locations outside a courier’s service network. If we cannot deliver to your address, we will contact you to discuss available options. If you have already paid and we cannot fulfil the order, we will arrange a refund.

2. Shipping Charges

We offer free standard delivery across Pakistan for orders accepted within our delivery coverage.

If an optional delivery service carries an additional charge, it will be disclosed before you confirm your order.

3. Order Confirmation

After receiving your order, our team may contact you by WhatsApp or telephone to confirm:

• Your name and contact number.

• Your complete delivery address.

• The products and quantities ordered.

• The total amount payable.

Please provide an active mobile number and respond to any confirmation request. Orders requiring confirmation may remain on hold until we can verify the details.

4. Processing and Dispatch

Confirmed orders are prepared for dispatch as soon as possible, subject to product availability and courier collection schedules.

Orders received on weekends, public holidays or outside our operating hours may be processed on the next working day.

During promotions, busy periods or unexpected disruptions, processing may take longer. If we become aware of a significant delay affecting your order, we will contact you using the details provided.

5. Estimated Delivery Time

Standard delivery is estimated to take 3–7 working days after dispatch.

Remote locations may require additional time. This estimate does not include time spent awaiting order confirmation or preparing the parcel for dispatch.

Delivery dates are estimates rather than guaranteed appointments. Delays may occur due to public holidays, weather, road closures, courier operations, address issues or other circumstances affecting transportation.

6. Cash on Delivery and Payment

Cash on Delivery (COD) is available for eligible orders and serviceable locations across Pakistan.

For COD orders, please:

• Keep the confirmed order amount ready.

• Ensure that you or an authorised person can receive the parcel.

• Remain available on the contact number provided.

Any prepaid payment options available for your order will be shown at checkout or confirmed through our official order channel.

For prepaid orders, payment verification may be required before dispatch.

7. Order Tracking

Once your parcel is dispatched and tracking information becomes available, we will share the tracking details through an available contact channel, such as WhatsApp, SMS or email.

Tracking updates may take some time to appear after the courier receives the shipment.

If you have not received tracking details or need help checking your parcel’s status, contact us through the official WhatsApp link on our website and provide your order number.

8. Delivery Address and Contact Details

Please check that your order includes:

• Recipient’s full name.

• Active mobile number.

• House, flat or office number.

• Street, area and city.

• A nearby landmark where helpful.

Incomplete or incorrect details may delay delivery or cause the parcel to be returned.

If you notice a mistake, contact us immediately. We will try to update the information before dispatch. Address changes after dispatch depend on the courier’s ability to accommodate them and cannot be guaranteed.

Any additional cost associated with a requested address change will be discussed with you before proceeding.

9. Missed or Unsuccessful Deliveries

If the courier cannot reach you, cannot locate your address or finds no one available to receive the parcel, delivery may be delayed or unsuccessful.

The availability and number of further delivery attempts depend on the courier’s procedures.

If an order is returned to us, please contact our support team to discuss redelivery. We will confirm any applicable redelivery charge before arranging another shipment.

For prepaid orders returned without successful delivery, we will review the circumstances and explain the available redelivery or refund options.

10. Delayed or Missing Parcels

If your order has not arrived within the estimated delivery period, contact us with your order number and tracking details.

We will coordinate with the courier to investigate and provide an update.

If the courier marks a parcel as delivered but you have not received it, please check with household members, reception staff or anyone authorised to receive it, then notify us promptly.

If a parcel is confirmed lost, we will work with you to arrange an appropriate replacement or refund.

11. Damaged, Leaking, Incorrect or Incomplete Orders

Please inspect the outer packaging when your parcel arrives. If it appears damaged or tampered with, inform the courier and contact us as soon as possible.

If you receive a damaged, leaking or incorrect product, or an item is missing, please provide:

• Your order number.

• A description of the issue.

• Photographs of the parcel, shipping label and affected product, where available.

Please retain the packaging while the issue is being reviewed. An unboxing video can help with an investigation, but its absence alone will not automatically disqualify your complaint.

We will review the information and arrange an appropriate resolution in accordance with our Return & Refund Policy and applicable requirements.

12. Opening Parcels Before Payment

Opening a COD parcel before payment depends on the courier’s service rules. Please do not assume that an open-parcel inspection is available unless we have specifically confirmed it for your order.

If you discover a problem after receiving the parcel, contact us for assistance under our Return & Refund Policy.

13. Order Changes and Cancellations

If you want to change or cancel an order, contact us as soon as possible.

We will try to accommodate requests received before dispatch. Once a parcel has been handed to the courier, changes or cancellation may no longer be possible.

If your order has already been dispatched, our team will explain the available next steps.

14. International Shipping

Our standard delivery service currently covers Pakistan only.

International delivery is not included in our standard shipping offer. Please contact us before placing an order for an address outside Pakistan.

15. Contact Us

For order confirmation, tracking or delivery assistance, contact Skinorium through the official WhatsApp link on our website.

Website: https://www.skinorium.com

Please include your order number and the mobile number used when placing the order so we can assist you efficiently.