Shipping & Refund

 

Order Confirmation

After placing your order, you will receive an order confirmation email, which confirms your order number, item purchased and delivery address.

Please be patient if your order confirmation isn’t delivered to your inbox straight away – it can take a couple of hours. Please ensure that you're checking the correct email address you used to purchase your item with and check it hasn’t been filtered into your spam/junk mail.

Where is my Order?

Our shipping partners deliver parcels upon timing stipulated here above. On the rare occasions, there are delays and delivery duration may extend beyond these expected time frames.

Please contact us if you are having difficulties with your order squad@exzmaskincare.com.

Tax / VAT Fees

Import regulations vary from country to country. It is difficult for us as a company to predict each individual country's fees and requirements. The recipient (buyer) is responsible to pay for any duties or customs fees.

Please be aware of your country's import regulations before ordering.

If you refuse to pay the additional fees at the time of delivery, then your shipment will be returned to us. At that point in time, Exzma Skincare agrees to refund your purchase cost (minus shipping, admin, handling and return cost to and from your country). 

Certain countries does not allow for re-shipment back to us. When this happens, the item will be disposed by customs. If this is the case, we will not be able to provide a refund.

Please contact us if you would like to return the shipment to us at squad@exzmaskincare.com.

Lost Parcels / Refused Parcels

Exzma Skincare accepts no responsibility for lost, unclaimed or refused packages. Online tracking is available to you and is sent to you via email once you place an order. It is your responsibility to track the item via our website by clicking the 'Track my Order' tab. We urge customers to access their tracking code if there is a delay in tracking and/or receiving your order. Please do note that the tracking links from the courier providers are valid for only 3 months from shipment creation. Please make all shipment enquiries before that.

If the wrong address information is inputted into the checkout page when an order is placed on the website, and as a result, a parcel is sent out then returned back to us, it is the customer’s responsibility to pay for the product to be re-sent to the correct address.

Unreceived Parcels

Exzma Skincare accepts no responsibility once DHL / Janio tracking states that your parcel has been delivered but you claim that you have not received the parcel. You may contact DHL / Janio directly with your tracking number and resolve the issue. 

DHL Contacthttps://webtrack.dhlglobalmail.com/

On the right hand side of their website, you may select the country of the shipping destination. If you country is not listed, select 'Rest of the World' option.

Janio Contacthttps://www.janio.asia/support-center

Can I receive a replacement if my order was not delivered successfully?

Sending a replacement will be determined on a case by case basis and at the sole discretion of Exzma Skincare. Since some areas are more difficult to deliver to, if we determine that your area is not serviceable, a refund will be provided instead.

RETURNS

*Please note: We do not reimburse for the cost of Shipping.

We will replace any damaged products if you return them within 14 days of delivery. 

The product must not have been used, show any signs of wear and tear, and the packaging must not have been damaged. If the packaging is damaged in any way or if the product has been opened / used, you will not be entitled to a refund or replacement.

Please contact us at: squad@exzmaskincare.com to find out how to send damaged products back to our nearest warehouse and we will process the replacement after we receive them.

Please always include your order confirmation number in the subject line so we can be super speedy when replying.

Return to: Exzma Skincare

10 Anson Road, International Plaza, #27-15, Singapore 079903.

 

REFUNDS

To be eligible for a refund, you will need to follow the terms and condition of our #ExzmaWarrior 30 Day Challenge. For more information on the challenge, please head over to https://exzmaskincare.com/exzma-warrior.

We would like to make requests for refunds as seamless as possible. We will require additional details for your request of refund as we do not want our customers to take advantage of the money back guarantee policy.  If your case is deemed fit for a refund, we will return you the cost of the product you ordered minus shipping costs immediately (no returns are needed). We treat customer service very seriously. 

Please send in a request for refund within 30 days of receiving your order at squad@exzmaskincare.com.