Refund policy

Last updated: April 21, 2025

At Setosa Skincare, we take great care in packing and dispatching your order. While we do not offer refunds for change of mind, we are committed to ensuring your experience with us is smooth and satisfactory. If your order arrives damaged or goes missing in transit, we are happy to offer a refund or replacement subject to the process outlined below.

Before You Lodge a Claim

If your parcel hasn’t arrived, please check the following:

  • Tracking
    Use the tracking number provided to check the latest delivery updates. Your parcel may still be in transit.

  • Notification Received
    Check your mailbox, door, or inbox for a card, SMS, or email notification indicating delivery or collection instructions.

  • Delivered to Someone Else
    Confirm whether someone at your home, office, or building (e.g. reception or mailroom) may have accepted the parcel on your behalf.

  • Safe Drop Location
    Look around your premises for a safe place where the courier may have left the parcel (e.g. mailbox, porch, behind a planter). Setosa Skincare will always request a signature on delivery and takes no responsibility if the receiver overrides the delivery instructions, especially if the requirement for a signature is removed.

  • Delivery Address
    Double-check that the shipping address provided at checkout was accurate and complete.

  • Service Disruptions
    Delays may occur due to local or international postal disruptions. You can check domestic and international delivery updates for more information.

Lost Parcels

To request a refund or replacement for a lost item, please follow these steps:

Step 1. Contact Setosa Skincare Customer Care as soon as you believe your parcel may be lost. Include your order number and tracking number in your enquiry.

Step 2. We will open an investigation with the courier. A refund or replacement will only be issued if we receive confirmation of loss or non-delivery.

Please note: Claims must be made within 7 business days of the expected delivery date. Claims made after this time may not be eligible for courier investigation or compensation.

Damaged Items

To request a refund or replacement for a damaged parcel, please follow these steps:

Step 1. Once your parcel is marked “delivered,” contact Setosa Skincare Customer Care within 48 hours of delivery. Please include:

  • Your order number

  • Name of the damaged item(s)

  • Clear photos showing:

    • The outer box or courier bag

    • The inner packaging (e.g. bubble wrap)

    • The damaged product(s)

Step 2. We will assess your claim and liaise with the courier to confirm the damage. Once verified, we will arrange a refund or replacement accordingly.

Return shipping labels are at customer's expense.

If you have any questions or need assistance, our customer care team is here to help. Please contact us via e-mail on hello@setosaskincare.com.