Versand
What shipping methods and delivery times are available for an order from The Skincare Family?
Delivery times and costs depend on the shipping method you select during checkout. Here are the available delivery times, shipping options are available at checkout for orders from The Skincare Family:
| Delivery time | Country |
| 2 work days |
Latvia Lithuania Estonia |
| 4 work days | Netherlands Austria Belgium Denmark United Kingdom *² |
| 5 work days | Slovakia Sweden Germany Czechia Poland Finland |
| 6 work days | France Bulgaria |
| 7 work days | Hungary Croatia |
| 8 work days | Spain *¹ Slovenia Italy Ireland |
| 9 work days | Romania Portugal |
| 11 work days | Greece |
| 12 work days | United States *² |
*¹ Orders to the Canary Islands come with an invoice without VAT. The import expenses and the payment of the IGIC must be assumed by the buyer at destination.
*² IMPORTANT: Possible additional customs and tax expenses of the country of destination are beyond our control and are NOT included in this price, so they must be assumed and processed by the buyer and paid at destination. In case of doubt, we advise you to consult the authorities of your country about the formalities and import procedures and customs expenses.
Fast and Reliable Shipping
We understand how important it is for you to receive your order promptly, so we strive to deliver as quickly as possible while adhering to our delivery timelines.
Orders made on weekends or holidays are prepared on the next business day.
Please note that during peak times, such as sales events, promotional periods, or special campaigns like Black Friday, order processing and delivery may take a little longer.
Where is my order?
Track your order details and check its status anytime via the link provided. Simply enter your email and order reference number.
Check Order Status
You’ll also receive email notifications to keep you updated. Be sure to keep an eye on your inbox!
Can I change the delivery address of an order?
If you notice any errors or want to update the delivery address, we can make changes as long as your order is still being processed in our warehouse. Once it’s ready for shipment or with the carrier, we can’t modify the address. To see if there’s still time, check your order status under "My Purchases," and if you’re within the window, contact our Customer Service team. Be sure to double-check all details!
If your order has already shipped and the address is incorrect or you can’t receive it, the carrier may offer the option to pick it up at a designated collection point.
We’re constantly working to make this process smoother for you!
What if I am not home on the day of delivery?
If you’re not available when the first delivery attempt is made, the carrier will usually try to reach you to arrange a second attempt. If you’re also absent during the second delivery, your order will be held at the nearest carrier depot for you to collect. If you haven’t been contacted, please reach out to us at support@phaedraskin.com, and we’ll do our best to assist.
Can I choose a preferred delivery time?
You can add your preferred delivery time in the comments box for the carrier before finalizing your order. While carriers make an effort to meet these requests, it can depend on their schedule. Alternatively, you can choose a pick-up location and retrieve your package at your convenience.
I haven’t received my order. What should I do?
Contact us at support@phaedraskin.com, and we’ll be happy to help you. Rest assured, you’re in good hands.
There are two common reasons for delivery delays:
1. Incorrect Address: Please double-check that you entered the correct address, as your package may have been delivered elsewhere.
2. Failed Delivery Attempts: The carrier makes up to two delivery attempts with scheduled times. If they couldn’t reach you and more than 14 business days have passed since the first attempt, your package will be returned to us. Be sure to monitor any SMS, calls, and emails from the carrier.
What if delivery is not possible?
If an order can’t be delivered due to factors beyond The Skincare Family’s control, and over 14 business days have passed since the initial delivery attempt, the package will be returned to us. In such cases, we’ll issue a full refund within 14 business days from receiving the order back, excluding shipping and return costs (€8.95).