Find quick answers to the most common questions about our products, orders and policies.
🛍️ Orders & Payments
How do I place an order?
Simply browse our products, add items to your cart, and proceed to checkout. You can pay via UPI, debit/credit cards, net banking, or Cash on Delivery (COD). We accept all major payment methods.
Can I modify or cancel my order after placing it?
You can cancel or modify your order within 2 hours of placing it by contacting us on WhatsApp or email. After 2 hours, the order is usually dispatched and cannot be modified.
What payment methods do you accept?
We accept UPI (PhonePe, GPay, Paytm), all credit/debit cards (Visa, Mastercard, RuPay), Net Banking, Wallets, and Cash on Delivery across India.
Do you offer Cash on Delivery?
Yes! COD is available for all orders across India. Please note that COD orders may take 1-2 extra days for processing.
🚚 Shipping & Delivery
How long does delivery take?
We dispatch within 1-2 business days. Delivery typically takes 3-5 business days for most pin codes in India. Metro cities usually receive orders faster (2-3 days).
Is shipping free?
Yes! We offer FREE shipping on all prepaid orders above ₹999. For orders below ₹999, a flat shipping charge of ₹79 applies.
Do you ship internationally?
Currently we ship only within India. International shipping is coming soon! Follow us on Instagram @skinmatters.in for updates.
🌿 Products & Ingredients
Are your products 100% natural?
Absolutely! All SkinMatters products are made with 100% natural and organic ingredients. We never use parabens, sulphates, synthetic fragrances, or harsh chemicals. Every ingredient is listed transparently on our product pages.
Are your products safe for sensitive skin?
Most of our products are gentle enough for sensitive skin. However, if you have a known allergy to specific ingredients (e.g., nuts, essential oils), please read the ingredient list carefully. You can also do a patch test on your inner arm before full application.
Are your products cruelty-free and vegan?
All our products are cruelty-free and never tested on animals. Most products are fully vegan. Products containing honey or beeswax will be clearly labelled.
What is the shelf life of your products?
Our soaps last 12-18 months unopened. Oils and serums are best used within 12 months of opening. Balms and packs have a shelf life of 12 months. All products have a manufacturing date on the label.
🔄 Returns & Refunds
What is your return policy?
We accept returns within 7 days of delivery for damaged or defective products. Due to hygiene reasons, we cannot accept returns for products that have been opened and used unless they are damaged or you experienced an adverse reaction.
My product arrived damaged. What do I do?
We're so sorry! Please take a photo/video of the damaged product and packaging, and WhatsApp or email it to us within 48 hours of delivery. We'll send a replacement immediately at no cost to you.
When will I receive my refund?
Once we receive and inspect the returned item, refunds are processed within 5-7 business days to your original payment method (UPI/card). COD refunds are sent via bank transfer.