Frequently Asked Questions
General Questions
When are your out of stock products back?
Restocking times vary depending on product demand and supplier availability. We do our best to restock popular items as quickly as possible. To stay updated, sign up for restock notifications on the product page or follow us on social media for announcements. If you have a specific inquiry, feel free to contact our customer support team.
Do you offer any discount codes?
Yes! We offer a 15% off discount code for your first order. Use discount code New15 on checkout.
How do I use my discount?
If you want to apply a discount code to your order you can follow these steps:
On a Computer
- Proceed to the checkout page.
- On the right-hand side of the page, you will see a list of the products you've selected.
- Below the list of products, you will find a space to enter your discount code.
- After entering the code, make sure to click on the "Apply" button.
- You will see your discount is being applied to your order.
On a Mobile Phone
- During the checkout process, you will first be asked to enter your shipping information and select your preferred shipping method on the initial screens.
- On the third screen, you'll see a space to enter your discount code. This field appears before the payment information.
- Enter your discount code and hit the "Arrow" button to apply the discount to your order.
You can also use a gift card by following the same steps outlined above.
Can I use discount codes, offer and/or promotions at once?
Offers, promotions, discounts and discount codes are not stackable, this means that they cannot be used in conjunction with other discount codes, offers, promotions or discounts.
Skincare and Product Questions
How do I start my K-beauty journey?
If you are unsure of where to start or would like product recommendations based on your skin concerns, you may contact us at shop@cambone.store. We will ask you a few questions to know more about your skin type and concerns to provide personalized recommendations for you.
How should I introduce new products to my skincare routine?
When introducing a new product into your skincare routine it is highly important to perform a patch test. A patch test involves applying a small amount of the product to a discreet area of your skin, such as behind your ear or on your neck. By doing this, you can check for any adverse reactions, like redness, irritation, or allergies, before using the product on a larger area of your face or body.
When introducing multiple new products to your skincare routine, it's also advisable to follow a staggered approach. This means adding one new product at a time and allowing a few days to assess how your skin reacts before adding another new product. This approach helps you identify which product may be causing any issues or providing the desired benefits.
Following these recommendations will help to ensure that you get the best results while minimising the risk of any adverse reactions.
Order Questions
When can I expect my order to arrive?
We aim to dispatch orders within 24 to 48 business hours from the moment of order creation. Business hours are Monday to Friday, from 08:00 AM to 5:00 PM British Time, excluding weekends and UK bank holidays.
If the 48-hour period falls outside of our business hours, an additional day will be required for processing, as the order will be collected on the following day.
During sale periods and due to an increase of orders received, this time frame can be extended We kindly ask for your understanding and support during busy periods as we do our best to dispatch orders as soon as possible.
Once dispatched, your order should arrive within the time frame of your chosen delivery method, which you can double-check in your order confirmation email. For the UK this is typically within 2-4 working days and for international orders, it can be between 7-15 working days (this excludes weekends and public holidays). Please see our shipping policy for more information.
Please note that for international deliveries there may be unforeseen delays that are out of Skin Cupid's control, such as local country customs processing times. Once your order is shipped, you should receive a shipping confirmation email which contains a tracking link. Please follow the tracking link to see the latest delivery update.
What is your shipping cost?
United States
- Free Standard Delivery on orders over $50 (estimated delivery 2-4 business days from dispatch)
- Standard Delivery - $6.99 (estimated delivery 2-4 business days from dispatch)
- Express Delivery - $14.99 (estimated delivery 1-2 business days from dispatch)
For more information on shipping, please view our shipping policy here.
Why hasn't my order been shipped yet?
Our couriers do not operate over weekends or during national holidays.
If you placed your order on a weekend or a holiday, rest assured it will be processed and shipped on the very next working day.
It's important to note that if your order was placed on a Friday, there is a chance that you have missed the day's last collection time. In such cases, your order will be processed and dispatched on the following working day.
Do you ship to PO boxes?
We can deliver to PO boxes within the United States. However, our delivery partners are unable to deliver to PO Boxes outside of the United States, which may result in parcels being returned to our facility. In such an event, we will gladly process a full refund for you, with shipping charges deducted from the refund. To prevent this from happening, please always provide a workplace or residential address.
Returns Questions
What is your returns policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, unopened, sealed and in its original packaging. You’ll also need the receipt or proof of purchase. Customers will cover the postage to send the goods back.
Please note that we do not offer returns for international orders.
How can I start a return?
To begin a return process, kindly reach out to us via shop@cambone.store. Please title the subject of your email as "RETURN - [Your Order Number], provide details such as the reason for the return, and the specific products you intend to return. It's important to note that we cannot accept items sent back without prior return authorization. Additionally, please keep in mind that Cambone does not cover the cost of return postage.
What if the product is damaged or incorrectly sent?
In the rare event that the product comes damaged or incorrect, we deeply apologize. Please email us with a picture of the damaged or incorrect products as well as your order number.
When will I receive my refund?
It may take up to 10 working days for a refund to be reflected in your bank account, depending on the payment method and your bank’s processing times.
You will receive an email notification once it is completed on our side.
If you don’t receive your refund within 10 working days since you received our email, please email our customer service at shop@cambone.store.
What is your refund policy?
Each case will be thoroughly evaluated, and refunds, whether partial or full, will be issued accordingly.
For orders returned to us due to an incorrect or incomplete shipping address, rejected or not collected within the allotted time frame or if customs charges are rejected when applicable, we offer a refund with a deduction for shipping costs. This deduction applies for all orders, including those with free shipping. This policy ensures transparency and fairness in handling such situations.
Please visit our return policy for more information.