Shipping, return and refund policy

Shipping policy

Thank you for visiting and shopping at JOIN. Following are the terms and conditions that constitute our Shipping Policy.

General information
All orders will be shipped from The Netherlands and will be processed after we received the payment. Shipping charges for your order will be calculated and displayed at checkout. All orders are processed within 2 to 3 business days. Orders are not shipped or delivered on holidays. All orders are shipped by PostNL. You will receive a notification when your order has shipped. 

Shipping rates 
Shipping charges for your order will be calculated and displayed at checkout. We offer standard shipping rates to various countries within Europe.

Order status

All purchases are subject to bank authorization prior to processing. Only authorized purchases will be processed and shipped. You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). Please allow 48 hours for the tracking information to become available. If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at info@joinskincare.com with your name and order number, and we will look into it for you.

Please be aware that we are not responsible in any way for any delays in delivery, lost, damaged or missing packages or any other errors made by the post office. We are also not responsible for items that could not be shipped to their destination because of an incorrect, undeliverable address or if you didn’t pick it up at the post office. When the package has been returned to us due to the fact that the customer did not pick up the package, the customer will be responsible for the shipping fee to ship it again. If the customer wants to cancel an order after they did not pick up the package, the customer will be responsible for the shipping fee, this fee will be deducted from the initially paid order price. 

Customs, Duties and Taxes
JOIN is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Return and refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. After the stated return period, returned products will not be accepted. To be eligible for return, your item must be in the same condition that you received it in. This means that all returns are sealed, unopened, unused, and in its original packaging. This is due to the nature of our products and for hygiene purposes. You’ll also need the receipt or proof of purchase. We can only accept returns purchased on the website at joinskincare.com. 

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Return and refund
To start a return, you can contact us at info@joinskinare.com. Please include your full name, order ID, product name(s) and the reason of return. If your return is accepted, we will send you instructions on how and where to return your order. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please note you will be responsible for paying for your own shipping costs for returning your item. You can always contact us for any return/refund question at info@joinskincare.com.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards. Refunds or exchanges will not be issued on the basis of an incorrect address. If a package is returned to us due to an incorrect/undeliverable address, shipping charges will not be refunded.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.