If you have any questions about our Shipping Policy, please contact us:
hi@coldskin.com




1. SHIPPING COUNTRIES

We currently ship to the following countries:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Germany, United Arab Emirates, Australia, Canada, Switzerland, United Kingdom, Hong Kong SAR, Israel, Japan, South Korea, Malaysia, Norway, New Zealand, Singapore, United States, and Mexico.

We do not offer shipping to countries not listed above.



2. PROCESSING TIME

Orders for in-stock items are processed and shipped within 24 business hours (Monday to Friday). Orders placed on weekends or public holidays will be processed the next business day.

3. Carriers and Tracking

All orders are shipped via DHL or DHL Express, depending on the shipping option selected at checkout. Once your order has been dispatched, you will automatically receive a shipping confirmation with your tracking number via email.


4. SHIPPING RATES, DELIVERY TIMES & IMPORT DUTIES

We offer both Standard and Express shipping via DHL.
For an up-to-date overview of all delivery times, costs, and customs duties per country, please refer to our Shipping Rates page.

5. LOST OR DELAYED PARCELS

5.1 All parcels are shipped with a tracking number, which will be provided to you via email once your order has been dispatched.
5.2 In case of a lost or significantly delayed shipment, we kindly ask you to contact our customer support at hi@coldskin.com.
5.3 In case your parcel is lost or damaged in transit, we take full responsibility.
We will coordinate with our shipping partners to resolve the issue. If your shipment cannot be located or delivered within a reasonable time, you will be offered a full refund or a replacement at no extra cost.

6. ADDRESS CHANGES

6.1 If you need to change the shipping address after placing your order, please contact us as soon as possible at hi@coldskin.com.
6.2 If the parcel has not yet been dispatched, we will do our best to update the address.
6.3 Once the parcel has been handed over to the carrier, changes to the shipping address are no longer possible.

7. DELIVERY ATTEMPTS AND FAILED DELIVERIES

7.1 If the carrier is unable to deliver your order due to an incorrect or incomplete address, recipient absence, or failure to collect the parcel from a pickup point, the shipment may be returned to us.
7.2 In such cases, we will contact you to arrange a re-shipment. Additional shipping fees may apply if the initial failed delivery was not caused by us or our shipping partner.
7.3 If we do not receive a response within 14 days after the parcel has been returned to us, the order will be refunded minus any non-refundable shipping charges (if applicable).


8. CUSTOMS CLEARANCE DELAYS

8.1 While most international shipments are sent with DDP (Delivery Duty Paid), customs procedures and clearance times vary by country and may result in delays beyond our control.
8.2 Such delays do not qualify as a reason for order cancellation, refund, or compensation.