Delivery & Returns

Refunds & returns

SilkyMySkin will offer a full refund on our Handset if it is in returned in the original, un-used condition, including packaging. This refund will be minus the delivery cost incurred for both sending and return. The customer will be required to pay any delivery and customs costs to return our Handset. If you wish to return your Handset, please email us at


Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

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.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted (if applicable)

- Any item 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


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 a certain amount of days.

Late or missing refunds

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

Sale items

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


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to:


Ground Floor, 271-277 Willis Street

Te Aro

Wellington 6011

New Zealand


To return your product, you should mail your product to:


Ground Floor, 271-277 Willis Street

Te Aro

Wellington 6011

New Zealand

You will be responsible for paying for your own delivery costs for returning your item. Delivery costs are non-refundable.

If you receive a refund, the cost of return delivery 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 delivering an item over $75, you should consider using a trackable delivery service or purchasing delivery insurance.

We don’t guarantee that we will receive your returned item.


Delivery & handling


Once your order is verified and your payment is approved, processing begins. We hold most items in stock and can normally ensure dispatch of your order within 1 working day from our warehouse (not including weekends or holidays).

All orders will be shipped in durable packaging to ensure your purchase is not damaged during transit. SilkyMySkin is not responsible for delays, lost or damaged shipments or orders sent to incorrect, invalid addresses or correct addresses. If for any reason there might be a delay in you receiving your order outside the times stated, we will contact you by email.

Delivery times are subject to placing your order before specific cut-off times. Please note times many vary due to covid-19 restrictions.

It is always in our best interests to make sure you receive your parcel in a timely manner. If you package is delayed we will assist as much as possible to trace a missing parcel.

Delivery cost & delivery time

The processing time of an order is one day.  Free express delivery for all products to Australia, NZ, EU, UK, US and Canada.  Other countries may have delivery charge.  Indicative delivery times are shown below.


Express:  3-9 business days

New Zealand

Express:  3-9 business days

United States

Express:  3-5 business days


Express: 3-6 business days

United Kingdom

Express:  3-9 business days


Express:  3-9 business days

Rest Of World

Express: 2-15 business days (depending on location).  


Delivery enquiries

Please direct any delivery related inquiries to