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FAQs

Got a question you need answered? Look no further!

General

Where is By S-kin based?

By S-kin is based in Melbourne, Australia. Created in 2023, By S-kin is the sister brand of S-kin Studio Jewelry. Created by the same Creative Director, Chi Mai, is proud and grateful to again be working and living on Wurundejeri land. Come visit us at the Cremorne Boutique.

What currency is the website in?

All products are displayed in AUD (Australian Dollar). Your orders are processed in AUD, and is converted to the local currency via your bank or payment method.

Customer Service

How do I contact customer service?

To contact our customer service team simply email us at hello@s-kin.com.au. If your enquiry is in regards to your order please include your order number so we have a reference to your order. Please allow up to 1 business day for our team to respond to your message. 

Can I update my order / address?

If you entered the wrong address at the time of placing your order or would like to amend the items in your order, please contact our Customer Service team immediately via email hello@s-kin.com.au with your order number. Please double check that all address and billing details are entered correctly at the time of check out as we are not liable to replace or resend your parcel if the shipment is returned to the sender due to the wrong address entered.

For Domestic Orders: If a tracking number has already been issued for your order, a $15 ''return to sender'' fee and a further $15 postage fee will be incurred.

For International Orders: We are unable to reroute shipments once they have been shipped.

How do I cancel my order?

If you would like to cancel your order, please email us immediately at hello@s-kin.com.au. If your order has not been shipped but a tracking number has been created, we will refund you the amount of your order minus the cost of shipping already incurred.

If your order has already been shipped you will have to wait until it has arrived and then follow the steps to return.

What do I do if I receive a defective or wrong order?

If you believe you have received incorrect or defective items in your order, please contact our Customer Service team via email at hello@s-kin.com.au immediately with your order number so we can try to rectify the problem for you asap. 

Shipping & Delivery

What is the difference between ready to ship and made to order?

Ready to ship means that we have those sizes in stock and ready to send out to you at our warehouse. Made to order means we will need to contact our manufacturers and have your ordered item especially made for you. This made to order process takes 6-8 weeks from your order being placed. This ensures we are only making enough to service our customers and not wasting any fabrics or contributing to overproduction. Items that are marked as 'sold out' are unable to be made to be order/pre-ordered.

Do you ship internationally?

We currently offer global international shipping to all countries*. DHL Standard international shipping is free for orders over $200. International Express shipping is free for orders over $300. Learn more about our Shipping & Delivery here.

*Unfortunately we are currently unable to ship to:  Ascension Island, Guinea-Bissau, Libya, Mayotte, Seychelles, Somalia, Timor-Leste, Tristan da Cunha, Venezuela.

What are the shipping and delivery estimates?

You can view our Shipping & Delivery estimates here.

Will I be charged duties & taxes?

International customers (outside of Australia) are responsible to pay any applicable inbound duties, taxes, and any other fees outlined by local Customs authority. All international packages are shipped DDU (duties and taxes unpaid), meaning these fees are not included in the price of goods purchased from our website.

It is your responsibility to pay these fees in order to receive the parcel. We are unable to advise the amounts of what these fees might be, if applicable at all. Please contact your country's custom office for estimated charges and rates on packages coming from overseas.

Returns

What is your returns & exchange policy?

We offer returns for all change of mind orders within 14 days of delivery. Please contact our Customer Service team via email hello@s-kin.com.au immediately if you would like to lodge a return.

-  Returned items must be in new, unused condition and in the original packaging.
-  We're not able to offer an exchange on returned items, you'll automatically be issued a refund/credit for any returned items. If you want a different size or colour, or you want a different item, you'll need to place a new order.  
-  All sale items purchased, including sample sale pieces, are considered final sale and are not eligible for a refund or return.
-  Postage will be at the buyer's expense. We recommend using registered/trackable post as we do not hold responsibility for lost packages.
-  Returns must be posted within 7 days of approval If the conditions and the return are not met we have the right to refuse the return

For more information please refer to our Returns Policy page.

Will I need to pay for my return?

Yes, you will need to cover the cost of return postage and this amount will not be refunded to you. 

Please note: Your original shipping fee is also non-refundable and will be removed from your refundable amount.

What is the return address?

Please return your items to:

S-kin Studio Jewelry
Level 4, 84 Cubitt St, Cremorne, VIC, 3121 Australia
 Please include your name and order number inside the bag/box so we can identify your return upon arrival.

When will I receive my refund?

Refunds will be processed via the original payment method within 5-10 business days of your item being received by the S-kin Customer Service Team.

Once your item has been received and refunded, you will be notified via email. Alternatively, you can choose to keep store credit by letting us know in your return lodge email.

Materials & Care

How do I care for my S-kin items?

Please review the care label on your garment for care instructions.

Where are your products made?

Our clothes are made from 100% Japanese Linen, 100% Rayon & 100% Cotton. All By S-kin products are manufactured at our SA8000 & Sedex certified factories in China.

How do I find my size?

We offer size AU 4 to AU 20. You can view our size guides on each of the product's page as sizing varies slightly.

Are your clothes washing machine safe?

Our clothes are washing machine safe! We would suggest cold machine washing the clothes and line drying them to maintain shape over time! Please ensure to follow the instructions outlined on the care label of your garment.

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time.

Consciously made for an elevated life.

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