All Frequently Asked Questions

Orders are typically dispatched within 24 hours. Once shipped, you'll receive an email with tracking information, allowing you to monitor your order's journey until it arrives at your address.

If your order includes multiple items, they may be shipped separately from different locations based on stock availability. This ensures you receive your complete order as quickly as possible.

Delivery times vary by location and do not account for dispatch times. With standard shipping, delivery is expected within 7 to 9 business days after dispatch. Standard shipping is free for orders.

Below provides estimated delivery timelines:

United States:7-9 business days
International:10-12 business days

Please note that personalized jewelry require 2-3 business days to process.

Absolutely! If your order has not yet been dispatched from the warehouse, you can still update your shipping address. If your order has already been dispatched, please reach out to us here. Our dedicated team will review your request and do their best to assist you.

Keep in mind that our fulfillment center processes orders quickly, so adjustments may be limited. However, we’ll do everything we can to help.

Please note: Once an order has been successfully delivered to an incorrect address, we cannot retrieve or redirect it. To avoid issues, please double-check your address details carefully.

While our third-party logistics provider estimates a delivery time of 7-9 business days for standard shipping (USA) and 10-12 business days for international shipping, there may be occasional delays beyond this timeframe. In such cases, your tracking information might indicate a ‘delayed’ delivery status.

If your order hasn’t arrived within 20 days, please reach out to us here, and we’ll initiate an investigation with Post Haste.

Please note: The time required to resolve the investigation may vary depending on the courier. Rest assured, we’ll do our utmost to ensure a prompt resolution.

If your order was marked as 'delivered' but you have not received it, please follow these steps:

1. Check your surroundings: Sometimes, packages are left in hidden spots like behind a plant, with a neighbor, or at a building reception.
2. Verify the delivery address: Double-check that the shipping address you provided during checkout is correct.
3. Contact the courier: Use the tracking number provided in your shipping confirmation email to reach out to the courier for further details on the delivery.
4. Allow some time: In some cases, a package may be marked as 'delivered' a day or two before it actually arrives.

If you've completed these steps and still haven't located your order, please contact our support team here. We’ll work with you and the courier to investigate and resolve the issue as quickly as possible.

Please note: Once a package is marked 'delivered,' our ability to assist may be limited, but we will do our best to help find a solution.

If you would like to cancel your order, please contact our support team here.

Please note that our orders are processed quickly at our fulfillment center, so our ability to make changes may be limited. However, we will do our best to assist you.

Orders that have already been dispatched from the warehouse cannot be canceled. In such cases, a return process will be required.

Orders that contain personalized jewelry will not be eligible for returns, or cancelled.

We offer free returns for 30 days from the date your order is delivered/received. 

However, not all items are eligible for return. Please read the full return & refund policy before purchasing.

We are excited to offer our products at wholesale prices to businesses and retailers who are interested in partnering with us.

If you would like to apply to become a stockist, please email us at sales@secondtoskin.com

Yes, you can! You can ship SecondtoSkin products as gifts when you enter the address of the lucky recipient in the ‘shipping’ address and your address as the ‘billing’ address.   

*Please note: As we use external fulfilment partners, we are unable to include messages in the package - sorry!  

Simply head to the checkout, and under the order summary, you’ll see a box that reads ‘discount code’. Enter your discount code and click ‘Apply’.

Something not quite right with your order? Don’t worry, the Wello customer service team is ready to help. Please contact us here and advise us of your issue. We’ll endeavour to resolve any issues as quickly as possible.

Our customer service team are available via email so you can expect to receive a reply within 24 hours. 

Please contact us here and we’ll get back to you as soon as we can.