DELIVERY & RETURNS

Shipping & Delivery Policy

SHIPPING & DELIVERY POLICY

Order Processing & Shipping Times

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has been processed and is ready to be delivered or shipped.

Shipping times may differ based on location. Within Singapore, you should receive your orders within 3 to 5 business days from the time your order is placed.

There may be potential delays due to unforeseen circumstances, such as high volume of orders or external courier service problems, that are outside our control. We will notify you of these delays if they occur.

Delivery within Singapore

Free delivery is available for orders $50 and above within Singapore. For orders under $50, we charge $10 for local delivery.

Deliveries are made from 10am to 5pm on Monday to Friday. We will contact you via phone call with the phone number you provided at checkout to notify you on the delivery details. Please indicate in your order if you have special delivery instructions.

In-store pickup

You can also choose free pickup at our TSP Serious About Skin Wheelock Place outlet. After placing your order and selecting store pickup at checkout, your order will be prepared and ready for pickup within 3 to 5 business days. We will send you an email when your order is ready along with instructions. 

Our in-store pickup hours are 12pm to 8pm daily. Please have your order confirmation email with you when you come.

International Shipping

We also offer international shipping. Please email us at feedback@theskinpharmacy.com to get a shipping quote.

Your order may be subject to import duties and taxes (including VAT or GST), which are incurred once a shipment reaches your destination country. TSP Retail Pte Ltd is not responsible for these charges if they are applicable and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within X days of receiving your shipping confirmation email, please contact us at support@email.com with your name and order number, and we will look into it for you.

Include a link for customers to track their order if available.

Shipping to P.O. boxes

We are unable to ship to PO box addresses. 

Returns, Refunds & Exchange policy

Return Policy

We accept returns up to 30 days after delivery. Unfortunately, if 30 days have gone by since your purchase, we cannot offer you a refund or exchange.​ Shipping fees are not allowed for refund once a product has been shipped or delivered.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: (if applicable)
* Products with obvious signs of use
* External packaging that has been opened while the main product remains intact
* Any products not in its original condition, is damaged or missing parts for reasons not due to our error
* Any item that is returned more than 30 days after delivery is confirmed

Damaged or faulty goods

In the event that your order arrives damaged in any way, please email us as soon as possible at feedback@theskinpharmacy.com with your order number and a photo of the item’s condition and description. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don’t hesitate to contact us at support@email.com.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 30 days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at feedback@theskinpharmacy.com

Sale or promotional items (if applicable)

Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded. 

Exchanges (if applicable)

We only replace items if they were defective or damaged before they were shipped to you.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail or deliver your product to: 
Block 998 
Toa Payoh North
#05-06
Singapore 318993

You will be responsible for paying for your shipping costs when returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.