Shipping policy
Last updated: 26 October 2026
Where we ship
We ship by Express Tracked Shipping only to the countries below, and not to PO boxes or military addresses (APO, FPO, DPO).
Shipping costs
- US: $5.99, or free on Orders of $65 or more.
- UK: £2.99, or free on Orders of £50 or more before VAT.
- Canada: CA$5, or free on Orders of CA$150 or more.
- Australia: A$5, or free on Orders of A$150 or more.
- All other countries we ship to: US$5.99, or free on Orders of US$65 or more. These are Austria, Belgium, Bulgaria, Caribbean Netherlands (Bonaire, Sint Eustatius and Saba), Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Mexico, the Netherlands, New Zealand, Poland, Portugal, Singapore, Slovakia, Spain, Sweden, Switzerland, Thailand and the United Arab Emirates.
The same rates apply to Subscription renewals.
Processing and delivery
Every Order ships within 3 business days (Monday to Friday, excluding US public holidays), unless a later ship date was shown for an item when you ordered, and we email you a tracking link. Delivery then takes an estimated 5 to 10 business days, usually quicker. If we cannot ship on time, we will email you and you can cancel for a full refund.
Duties and taxes
For Orders to the US or UK, we pay any import duty.
For Orders to any other country, you pay any import duties and local taxes charged on delivery. They are not included in our prices or shipping, and we cannot refund them. If a parcel is refused or not collected because they were not paid, we refund what you paid for the jars, less the cost of shipping it both ways, once it is back with us. If you live in the EU and use your right to cancel (see our Refund Policy), we deduct only the cost of its return.
Wrong address
Check your address at checkout and keep the one on your Subscription up to date, as renewals go there. We can only correct an address before the Order ships. We cannot replace a parcel sent to an incorrect address you gave us, and if it comes back to us, we refund what you paid for the jars, less the cost of shipping it both ways. If you live in the UK or EU and use your right to cancel, we deduct only the cost of its return.
Lost parcels
- Lost: if tracking has not moved for 10 business days, or your parcel has not arrived 20 business days after it shipped, tell us and we will reship it free or, if you prefer, refund it.
- Delivered but not received: after checking with neighbours and waiting 2 business days, email us confirming that no one at the address received it.
Orders to the UK or EU: your parcel is our responsibility until it comes into the physical possession of you or someone you name, including a safe place or neighbour you chose. If the carrier cannot show that, we reship or refund it. If parcels to your address go missing more than once, we may require a signature on future deliveries.
All other Orders: the carrier's confirmation that it delivered to your address counts as delivery. If a parcel marked delivered cannot be found, we replace it once per household in any 12 months. After that, we can only pursue it with the carrier.
For damaged, wrong or missing items, see our Refund Policy.
Contact
Email contact@penroseskin.com with your Order number. We reply within 5 business days. Our Contact information page has our company details.