For cancel orders, refund will be issued in the same form of payment originally used for purchase, 

Please note that before providing a refund for any returned product we will first verify its condition. All Non-returnable items will neither receive refund nor return to you.

We regret that we do not refund original shipping and handling fees with the return. We can only refund the total value of products. And if your order was placed with a promotion code or free gift, you must return them together in order to have the refund. Otherwise, original price of the product will be deducted from the refund.

30-day guaranteed return policy

If you're not 100% satisfied in any way with an item you've received, please let us know by emailing us or go to "My account" to raise a return request within 30days after receipt. Returns can only be made once approved by Customer Services.

Our site is aimed at customers who have already purchased and experienced the product, either its use in the case of skincare, or smell in terms of perfume, or color in terms of make up. If you have ordered the wrong product, then you can still return for a full refund but please note that the items must be unopened and unused and you will have to bear the postage costs.

Product quality issue

We are happy to refund postage costs if the item is defective or any issue due to our error. Please contact us immediately after received the goods.

Undeliverable Orders

When the delivery agent returns an undeliverable package to us(due to incorrect delivery address, Tax issue*), we issue a refund by deducting the original shipping fee, handling fee and 25% of the value of products as re-stocking fee. The remaining amount will be processed according to the "Refund Policy" and "Refund Time".

*For other countries except Australia, you are considered the importer of record and must comply with all the laws and requirements of the country or region in which you are receiving the items. Your orders may be subject to import duties and/or taxes and any additional charges for custom clearance must be borne by you. Theskinstory.com has no control over these charges and does not assume responsibility for the ordered goods meeting local customs laws and/or duties and taxes. Custom policies vary widely from different countries or regions; the local post office will contact the consignee directly for the tax issues.

Return Instruction:

1.Within 30 days after received the products, go to "My account" and click "Return and Exchange" in the relevant order in the shopping record.

2. Select the product to be returned, indicate quantity and the return reason in the form.

3. Our customer service will check and email you about the relevant matters and arrangements within 3 working days. Once the return request is confirmed, you will receive a confirmation email, please follow the instructions for returning the item.

4. All return shipping fee must be prepaid. We do not accept COD returns. If the return is caused by defective item, we will refund the shipping fee in the form of Theskinstory.com ecoupon.

5. We will arrange item refund once we received the returned goods, for the return shipping fee caused by defective goods, we will refund in the form of Theskinstory.com ecoupon.

We do our best to ship our products in perfect condition. However, the products may be damaged during shipping. If you receive a damaged or incorrect product, please return it to us according to our return procedure. If you return a damaged, defective, or incorrect product to us, we will refund the value of the product to the original payment method used for the purchase. The shipping cost for the return will also be refunded in the form of an online eco-coupon from Sasa.com.

Occasionally orders are returned to us as incorrect address, a PO Box and hotel address, failed delivery attempts, or parcel refused by recipient.

When the delivery agent returns an undeliverable package to us, we issue a refund by deducting the original shipping fee, handling fee and 25% of the value of products.

As a Theskinstory.com customer you will be able to track the status of your order. If you would like to know the location of your package, please feel free to contact us. We will check with the responsible employee and get back to you immediately.

The forwarder that we recommended strives to provide quick and efficient delivery service to customers but delivery time may vary because of country of delivery, shipping method selected, customs issues, logistic arrangements, weather and seasonal holiday (i.e. Christmas, Chinese New Year, Easter). The forwarder that we recommended has no control over and will not be responsible for any delay.

If payment of your order received by us can be verified before 9 am on a business day, your order will be dispatched to our delivery service providers within the next two business days in general. Please note that Theskinstory.com business hours are from Monday to Friday, 9am-6pm (HKT GMT +8, excluding public holidays).

The shipping time is expected to be 3-7 days for the United States, Japan, and Southeast Asia, and 5-15 days for Europe and the United Arab Emirates.

Theskinstory.com ship internationally. A.P.O. Box (USA), P.O. Box, parcel locker or hotel address are not available.

We do ship internationally. So you may shop for yourself or send gifts to your overseas friends and relatives.

Once you have completed your purchase thru Theskinstory.com, you can request to cancel order within 120 mins. After that, we do not accept cancellation on the orders.

Once you have completed your purchase thru theskinstory.com, we do not accept any changes on ordered items and delivery address.

After successfully placing an order, you will see a page thanking you for your order, together with an Order Number. You will also get an order confirmation email with all the details on. If you do not see either of these, there maybe a problem with your order. You can check '"my account > order history" to see if the order is there and therefore has been placed.

Sometimes an order will be successfully submitted even if you get an error message on the last step. Please check the list of recent orders in "my account" before attempting to place the order again.

The product price on the product detail page is not tax-included:

For European countries orders, customer will pay the incurred tax during checkout process, the tax amount is calculated based on the local custom policy.

For other countries, you are considered the importer of record and must comply with all the laws and requirements of the country or region in which you are receiving the items. Your orders may be subject to import duties and/or taxes and any additional charges for custom clearance must be borne by you. theskinstory.com has no control over these charges and does not assume responsibility for the ordered goods meeting local customs laws and/or duties and taxes. Custom policies vary widely from different countries or regions; the local post office will contact the consignee directly for the tax issues.

In order to protect our customers as well as ourselves from fraud or other unauthorized or illegal activity, as part of order processing procedure, theskinstory.com screen all orders and reserve the right to withhold or refuse processing any orders due to suspected fraud or unauthorized or illegal activity. In some cases, we may request a copy of your credit card statement through fax or email to verify your payment, or our Customer Service representative may call you at the phone number you provided to confirm your order. We also reserve the right to disable any member accounts or refuse to ship to certain addresses in case of suspected fraud or unauthorized or illegal activity.

Theskinstory.com is offering a wide range of payment methods including ( AMEX,  JCB, UnionPay PayPal, Mastercard & Visa, Alipay, Unionpay, WeChat, Bestpay, eContext, Razer Merchant Services, YooMoney ) so you can find one that suits you best. Order your favorite products from the sasa.com and then choose the way you'd like to pay!