Terms of service

Trader: Island Organics Limited, trading as Skin Shop Registered office: Innovations House, 19 Staple Gardens, Winchester, Hampshire, SO23 8SR, United Kingdom Company details: Company No. 08920980 | VAT No. GB182970087 Effective date: 08 September 2026

1. About these terms

These terms apply when you use www.skinshop.co.uk or purchase products from Skin Shop. Please read them before placing an order. By placing an order, you confirm that you accept these terms. Nothing in these terms limits or excludes any rights you have under applicable consumer law.

We may update these terms from time to time. The terms in force when your order is placed will apply to that order. Please save or print a copy for your records.

2. Who we are and how to contact us

Skin Shop is a trading name of Island Organics Limited, a company registered in England and Wales under company number 08920980. Our registered office is shown above.

Customer support: Submit a ticket at https://support.skinshop.co.uk 

Returns address: Skin Shop Returns Unit DC8 Glendon Rd., Rothwell, Kettering, NN14 1UB.

Please do not send returns to our registered office. Contact Customer Support before returning a product where it is faulty, damaged, incorrect or has caused a suspected adverse skin reaction.

3. Eligibility and personal use

You must be at least 18 years old and legally capable of entering into a contract to place an order. Products sold through the website are intended for personal use unless we agree otherwise in writing. We may refuse or cancel orders that appear to be for unauthorised resale or fraudulent activity.

4. Products and website information

We take reasonable care to ensure that product descriptions, ingredients, images, prices and availability are accurate. Packaging, colour and appearance may vary slightly from website images, and manufacturers may update packaging or formulations. Please check the product label and ingredient list supplied with the product before use, particularly if you have known allergies or sensitivities.

Our products are cosmetics and are not intended to diagnose, treat, cure or prevent disease. Website information is general information and is not a substitute for advice from a doctor, pharmacist or other qualified healthcare professional.

5. Orders and formation of the contract

After you place an order, we will send an email acknowledging receipt. This acknowledgement does not mean that we have accepted your order. The contract is formed when we send confirmation that the order has been dispatched, unless we expressly state otherwise.

We may decline or cancel an order before dispatch if, for example, a product is unavailable, there is an obvious pricing or description error, payment is not authorised, delivery restrictions apply, or we reasonably suspect fraud. If payment has already been taken, we will refund the relevant amount.

6. Prices and payment

Prices are shown in the currency selected on the website and include VAT where applicable. Delivery charges and any other charges will be shown before you confirm the order. We accept the payment methods displayed at checkout. Payment must be authorised before dispatch.

If a price is obviously incorrect and could reasonably have been recognised as an error, we may cancel the order and refund any amount paid, even after an order acknowledgement has been issued.

7. Delivery

Available delivery methods, charges and estimated times are shown at checkout and on our Delivery page. Delivery dates are estimates unless we expressly agree a fixed date. Below are indicative transit times:

• UK: 24 to 48 hours with the exception Extended Delivery Zones
• EU and US: 7 days
• Rest of the World: 14 days

You are responsible for providing a complete and accurate delivery address. If you request delivery to a safe place or without a signature, responsibility for the parcel passes to you when it is delivered in accordance with your instructions, except where the law provides otherwise.

For international orders, local import taxes, duties or restrictions may apply unless the checkout expressly states that they are included. You are responsible for charges not included in the order total.

8. Cancelling an online order – your legal right

If you are a UK consumer purchasing online, by telephone or by mail order, you normally have the right to cancel without giving a reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Tell us clearly that you wish to cancel within 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods. If one order is delivered in separate instalments, the period runs from receipt of the last item or instalment.
2. After notifying us, return the goods without undue delay and no later than 14 days after the day on which you told us you were cancelling.
3. Include your name, address, order number and sufficient information to identify the returned item. You may use the model cancellation form in section 17, but you do not have to.

You may cancel from the date the contract is formed until the cancellation period expires. To meet the notification deadline, it is sufficient to send your cancellation notice before the period ends.

9. Exceptions to the right to cancel

The statutory right to cancel does not apply in certain circumstances. In particular, it does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery. For cosmetics and personal-care products, please inspect the external packaging before opening any hygiene seal.

This exception does not affect your rights where goods are faulty, damaged, not as described or otherwise not in conformity with the contract. It also does not prevent Skin Shop from offering a separate goodwill guarantee, including the skin-reaction guarantee in section 13.

10. Condition of cancelled goods and return costs

You may handle goods only as you would reasonably be allowed to handle them in a shop to establish their nature, characteristics and functioning. We may reduce a refund to reflect any loss in value caused by handling beyond what is necessary, as permitted by law.

Unless the goods are faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning them. We recommend using a tracked service and keeping proof of postage. We are not responsible for a return until it reaches us, except where the law provides otherwise.

11. Refunds following statutory cancellation

When you validly cancel, we will refund only the price paid for the cancelled goods.

We will not refund any additional amount paid for delivery.

We will make the refund without undue delay and no later than 14 days after the earliest of: the day we receive the goods back; the day you provide evidence that you sent them back; or, if no goods were supplied, 14 days after you informed us of the cancellation. We may withhold the refund until we receive the goods or evidence of return, whichever occurs first.

Refunds will be made using the same payment method used for the original transaction unless you expressly agree otherwise. You will not be charged a refund fee.

12. Faulty, damaged, incorrect or misdescribed goods

We have a legal duty to supply goods that are of satisfactory quality, fit for purpose and as described. If an item arrives damaged or incorrect, or is faulty or not as described, contact Customer Support as soon as reasonably possible and provide your order number and, where helpful, photographs.

Your remedies will depend on the circumstances and may include rejection and refund, repair or replacement, or a price reduction under the Consumer Rights Act 2015. The short-term right to reject faulty goods normally lasts 30 days from delivery. Statutory rights may continue after that period.

Where goods are confirmed to be faulty, damaged, incorrect or misdescribed, we will bear reasonable return costs or provide an appropriate return method. Do not dispose of the product or packaging unless Customer Support asks you to do so.

13. Skin Shop skin-reaction goodwill guarantee

Because skin is individual and sensitive, Skin Shop offers the following goodwill guarantee in addition to your statutory rights. This guarantee applies only to products purchased directly from Skin Shop.

• Stop using the product if you experience discomfort or a suspected adverse reaction. Seek medical advice promptly if symptoms are severe, persistent or concerning.
• Notify Customer Support within 14 days of first receiving the product and explain that you experienced a reaction and wish to return it.
• Return the product so that we receive it within 30 days of the original delivery date, unless Customer Support agrees otherwise.
• The product must be mostly unused. We may decline a goodwill refund for an empty or almost empty product where the level of use is inconsistent with a prompt reaction and discontinuation.
• Include your name, address, order number and a brief description of the reaction. We may ask reasonable questions needed for product-safety monitoring, but you do not have to provide information that is not necessary to process the return or comply with safety obligations.

Once the returned product has been received and checked, we will refund the price paid for that product. Unless we agree otherwise, return postage under this goodwill guarantee is not reimbursed. This guarantee is intended for suspected skin reactions; it is not a performance guarantee and does not provide a refund solely because a product did not achieve the result you hoped for.

Nothing in this section limits your legal rights where the product is faulty, unsafe, damaged, incorrectly supplied or not as described.

14. Exchanges and replacements

Where available, you may request an exchange or replacement instead of a refund. Contact Customer Support before returning the item. If we agree an exchange or replacement under our goodwill policy, we will confirm whether any price difference or delivery charge applies. Statutory replacements for non-conforming goods will be provided without charge where required by law.

15. How to make a return

1. Contact Customer Support through https://support.skinshop.co.uk , stating your order number and reason for return.
2. Package the item securely. Include a note with your name, postal address, order number, items returned and whether you are requesting a refund, replacement or exchange.
3. Send the parcel to: Skin Shop Returns Unit DC8 Glendon Rd., Rothwell, Kettering, NN14 1UB.
4. Use a tracked service and retain proof of postage unless we provide a prepaid method.

Please do not send prescription medicines, sharp items or unrelated personal information with your return.

16. Subscribe & Save

Only products marked as eligible may be purchased through Subscribe & Save. Available frequencies, prices and discounts are shown when you subscribe.

• Each scheduled order is charged automatically to your saved payment method at the price shown for that renewal, less the applicable subscription discount. No promotional voucher can be used on Subscribe and Save orders, once unless stated otherwise.
• We will send an order confirmation for each renewal. You are responsible for keeping your payment and delivery details accurate.
• You may manage or cancel the subscription through your account or Customer Support. Cancellation will apply to future renewals that have not already been processed.
• If a renewal order has already been processed or dispatched, it cannot be stopped automatically, but your statutory cancellation and return rights continue to apply.
• We may change eligible products, prices, discounts or these subscription terms. Where a change materially affects you, we will provide reasonable notice before it takes effect so that you can cancel future renewals.
• We may suspend or cancel a subscription for legitimate reasons, including product discontinuation, failed payment, misuse or suspected fraud. We will refund any amount taken for an order we do not supply.

17. Discount codes, promotions and rewards

Discount codes, promotional offers and reward vouchers are subject to the conditions displayed with the relevant offer. Unless stated otherwise, they cannot be exchanged for cash, applied retrospectively, combined with another offer or used after their expiry date. If an order is refunded, any points or rewards earned from that purchase may be reversed and any voucher used may be treated in accordance with the applicable programme terms.

Discount codes, promotional offers and rewards cannot be cumulative: you can use only one discount code or promotional offer or reward voucher per order.

These promotional conditions do not affect statutory rights, including rights relating to sale or discounted goods.

18. Liability

We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, defective products under applicable law, or breach of rights that cannot legally be excluded.

We supply products for private use. If you use products for commercial, business or resale purposes without our written agreement, we are not responsible for business losses such as loss of profit, revenue, business, anticipated savings, data or opportunity, except where the law does not permit such exclusion.

19. Events outside our reasonable control

We are not responsible for delay or failure caused by circumstances outside our reasonable control. We will take reasonable steps to minimise the effect and will contact you where appropriate. Your legal rights, including any right to end the contract where delivery is materially delayed, are not affected.

20. Personal information

We process personal information in accordance with our Privacy Policy. Information relating to complaints, suspected adverse reactions and product safety may be retained and shared where reasonably necessary to comply with legal, regulatory or safety obligations.

21. Complaints and alternative dispute resolution

Please contact Customer Support first so that we can try to resolve any complaint promptly and fairly. If we identify or appoint an alternative dispute resolution provider, details will be published on the website or provided to you. We are not obliged to participate in a particular ADR procedure unless required by law.

22. Governing law and jurisdiction

These terms are governed by the law of England and Wales. If you live in Scotland, Northern Ireland or another part of the United Kingdom, you also retain the benefit of any mandatory consumer protections that apply where you live, and you may bring proceedings in the courts that have jurisdiction under applicable law. Nothing in these terms deprives you of mandatory protections available in your country of residence.

23. General provisions

If any provision is found unlawful or unenforceable, the remaining provisions will continue in effect. A delay in enforcing a right does not waive it. We may transfer our rights and obligations under a contract where this does not reduce your rights; you may transfer yours only with our written agreement or where the law permits. No person other than you and us has a right to enforce these terms, except where the law expressly provides otherwise.