Shipping

Boracay Skin is dispatching and shipping out orders as normal. However, due to COVID - 19, there may be delays to your shipment. There are many disruptions to postal networks globally which are changing every day. This is due to the reduction of air freight capacity and passenger flights, social distancing in workplaces and more people ordering online globally. There may also be a delay in dispatching your order if your country has temporarily suspended accepting any shipments.  

Please allow an extra 1 - 2 weeks for your shipment to be delivered. Due to continuing delays around the globe arising from the COVID 19 pandemic, only Express Shipping is available to ensure fast and efficient delivery. Thank you for your patience and understanding. 

For further service updates, please visit:

International
https://www.dhl.com/global-en/home/global-news-alerts/global-messages/coronavirus.html

Australia
https://auspost.com.au/about-us/news-media/important-updates/coronavirus/coronavirus-domestic-updates#delays

BORACAY SKIN is not responsible for any delays caused by Australia Post or DHL, especially during high volume seasons - however, we will do our best to pack and send your orders as soon as possible. Items purchased on pre order are subject to varying shipping times. 

We are not responsible for delays or lost orders sent to incorrect, invalid addresses or correct addresses. If you do not provide the correct shipping address we are not required to refund.

Orders may end up being returned to us for various reasons including, non-payment of fees, duties or taxes, incorrect address, unclaimed at post office, etc. If a package is returned or rejected, the customer will need to email hello@boracayskin.com to arrange redelivery and it will be the responsibility of the customer to pay all associated postage and handling fees. The buyer is responsible for contacting custom's officials for the clearance of their package. Boracay Skin provides the necessary documentation. 

In the event where a parcel is not claimed or the receiver refuses to pay taxes and duties and DHL is unable to arrange a re-delivery, the package will be destroyed by authorities in the receiver's country. As a result, there will be no refunds for packages that are not claimed or refused.

If a package is confirmed as being returned to sender (sent back to Boracay Skin) we are able to refund your shipment minus the cost of shipping.

If your package has been marked "delivered" but you haven't received it, please contact the courier assigned to your package. Boracay Skin is not liable for any packages once it leaves our warehouse as we have no control over the delivery process.

To protect your order against loss or theft, add Route+ package protection at checkout. When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.

Turkey
Maldives
Mexico
Russia

All orders are shipped via DHL Express. This is a door to door service with a signature required upon delivery. No PO boxes are accepted for this service.

You will receive an order confirmation email after your order is confirmed, please check that your delivery address is correct and ensure delivery addresses are in English only.

You will also be receive a shipping confirmation email once your order has been dispatched.
If you are not receiving any emails, the email address may be incorrect or the emails are in your junk folder. Otherwise, please email hello@boracayskin.com and we will be able to assist.

We aim to dispatch all orders within 1 - 3 business days. During sale periods please expect delays.

A tracking number will be available once it is processed and shipped. If you do not receive a tracking link, you may have entered an incorrect email address or in your junk mail folder. Please email hello@boracayskin.com to obtain your tracking link. Allow up to 24 hours for your tracking link to appear once dispatched.

We are not liable for customs clearance fees/taxes or customs holding times in your country. Please keep an eye on your shipment. We are not liable if your order is refused by your country's customs office. We provide the necessary documentation to clear customs. 

Unfortunately once you have placed your order, we're unable to cancel or make changes to your order. Please check your orders carefully before submitting.

Please contact your local DHL Express office. They will be able to assist you.

https://www.dhl.com/global-en/home/contact-us.html

If you purchased Route insurance, you can submit a claim here:
https://claims.route.com/