Shipping & Returns

Shipping

We ship orders to the address provided by the customer during checkout, within the territories selectable on the Site. Delivery times run from order confirmation and payment authorization. Unless otherwise stated, the times shown online are estimated and not guaranteed. In any case, for consumer contracts, the seller must deliver the goods without undue delay and in any event within 30 days from the conclusion of the contract, unless otherwise agreed.

Estimated shipping times

• Order preparation: [1–2 business days]
• Delivery in Italy: [3–5 business days]
• Delivery within the European Union: [3–5 business days]

Shipping costs

• Shipping to Italy: [Free]
• Shipping within the European Union: [€14.99]
• Free shipping within the European Union for orders over: [€300]

Once your order has been handed over to the courier, you will receive a shipping confirmation email with tracking details, if available.

Important information

• We do not ship to P.O. boxes, unless expressly stated on the Site.
• Any delays due to high-demand periods, strikes, weather conditions, holidays, logistical issues or force majeure events may affect delivery times.
• The customer is responsible for the accuracy of the shipping details entered at the time of the order.

Check upon delivery

We invite you to inspect the parcel upon delivery. If the packaging appears damaged or tampered with, we recommend accepting the parcel with reservation or reporting it immediately to the courier and to our Customer Service at customerservice@em-skincare.com.

In the event of an incorrect, missing, damaged or non-compliant product, please contact us within [5/7 days] of delivery, attaching photos of the parcel, the shipping label and the product received.

Returns

If you purchase as a consumer, you have the right to withdraw from the purchase within 14 days from the day you receive the product, without having to provide any reason. If your order includes multiple items delivered separately, the period starts from receipt of the last item. The consumer must then return the goods within 14 days from notifying the withdrawal.

To exercise your right of withdrawal, send a clear communication to: customerservice@em-skincare.com

Return conditions

We accept returns of products that are:

• intact;
• unused beyond what is necessary to verify their nature and characteristics;
• returned, where possible, in the original packaging;
• complete with any accessories, gifts and materials included with the order.

Return shipping costs

Unless otherwise agreed, the consumer bears the direct cost of returning the goods; this must be clearly stated in the terms and conditions of sale.

Return exclusions

For hygiene and health protection reasons, the right of withdrawal may be excluded for sealed goods that are not suitable for return and that have been opened after delivery. This principle is particularly relevant for cosmetics and similar products when the protective packaging or seal has been opened.

Refund

If the withdrawal is exercised correctly, we will refund all payments received, including standard shipping costs, within 14 days from receipt of your withdrawal notice. However, we may withhold the refund until we have received the products or until you have provided proof of shipment, whichever comes first.

The refund will be made using the same payment method used for the purchase, unless otherwise agreed.

Damaged, incorrect or defective products

If you receive a damaged, incorrect or non-conforming product, please contact our Customer Service at customerservice@em-skincare.com with:

• order number;
• description of the issue;
• clear photographs of the product and packaging.

Consumer goods sold to a consumer are covered by the legal guarantee of conformity for 2 years from delivery.

Contacts