FAQ

Which geographic areas do you serve?

We currently only ship to Philippines and will expand to Hong Kong shortly.
What are the accepted payment options on Skinderella?

Skinderella & Co. accepts various payment options including local debit cards, PayPal, GCash(through offline payment), and bank transfers.
Are the products you sell genuine/authentic?

Yes, absolutely. All products sold at Skinderella & Co. are 100% authentic and sourced directly from original manufacturers around the world. While packaging may vary depending on the country of origin, we guarantee that every item is genuine—no imitations or knockoffs. We also ensure product freshness by storing all items in a temperature-controlled environment and conducting regular quality control checks prior to shipping.
Are there products available that aren’t listed on the website?

At this time, we’re only able to offer products that are currently listed and marked as in stock on our website. If an item you're interested in is out of stock, simply add it to your wishlist—you’ll receive an automatic notification as soon as it becomes available again.
Can I make changes to or cancel my order?

Once your order has been placed and confirmed, it enters our processing system immediately to ensure fast dispatch. Because of this, we’re unable to make any changes or cancellations after an order is submitted. Please double-check all details—especially your shipping address and product selections—before completing your checkout.
Which courier do you use?

J&T Express is our main courier.
When can I expect my order to be shipped?

We process and ship all orders within 1–2 business days (Monday through Saturday), excluding holidays when our physical store is closed. For same-day delivery, please note that our cut-off time is 4:00 PM. Orders placed after this time will be processed the following business day. While we strive for timely delivery, occasional delays may occur due to factors beyond our control. If your order is taking longer than expected, feel free to reach out to us at info@skinderella.co or send us a message on any of our social media platforms. Once your order has been shipped, you’ll receive a shipping confirmation email with tracking details. Please allow 24–48 hours for your tracking information to update.
How do I track my order?

Please refer to your order confirmation email, which will contain a tracking link.
How much is the shipping fee?

Depends on the weight of your package. We waive the shipping fee for orders over ₱2,500.
What's your return/refund policy?

At this time, we do not accept returns or exchanges unless the product is damaged or defective. Returns due to change of mind, incorrect shade selection, or personal preference are not eligible, as we aim to maintain the integrity and quality of our products for all customers. If you receive a damaged or faulty item, please contact us as soon as possible so we can assist you.
An item in my order was damaged in transit! What should I do?

We're so sorry to hear that! If you receive a damaged or defective item, please contact our customer support team at info@skinderella.co or send us a message through any of our social media channels within 7 days of receiving your order. Be sure to include clear photos of the damaged item along with your order details. Our team will review the issue and assist you with a replacement or refund, depending on the situation.