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 occasion, there are delays and delivery duration may extend beyond these expected time frames.

Please contact us if you are having difficulties with your order

Tax / VAT Fees

You may be charge for Tax / VAT fees upon import. Exzma Skincare has no control over these charges - it is entirely up to the local government / border security and customs office.

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 cost to and from your country).

Please contact us if you would like to return the shipment to us at

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.

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 Contact

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 Contact


*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: 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.


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

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