Shipping, delivery and product returns

• How much is shipping? When do I receive my order?
• I am missing a product from my order, what should I do?
• I have received the wrong product(s) in my order, what do I do?
• I haven’t received my order, how do I find it?
• How do I track my order?
• What is the return, refund, exchange policy?
• How do I return products?
• How long does a refund take?
• I purchased my products through a Brand Affiliate, what are my rights for returning them?

How much is shipping? When do I receive my order?

The shipping costs are indicated below:

*The fees shown in this table are including VAT. 

I am missing a product from my order, what should I do?

If you are missing a product from your order:

• Please check the entire shipment box and its contents and compare the order received with your packing slip. If you are still missing a product, please contact your local Customer Service with the order number and list of any missing products.
• If the delivery box arrived damaged enough that a product could have fallen out, please email your local Customer Service with a photograph of the damaged box. You will also need to provide the order number and list of any missing items. Please keep the delivery box for the courier to pick up for damage claims.

I have received the wrong product(s) in my order, what do I do?

If you have received an incorrect product, we recommend that you contact your local Customer Service and let the representative know the details of your order and they will assist you further.

I haven’t received my order, how do I find it?

• You can check the status of your order delivery by clicking on Order History and then following the Tracking link.
• If the Tracking information shows your order as delivered and you do not have it or that it is being returned to our warehouse, please contact your local Customer Support office for assistance on a replacement.

How do I cancel/change my order?

If you find that you need to cancel your order, please contact your local Customer Service as soon as possible by phone, so they can confirm the status of your order and inform you about the possibilities of cancellation. Emailing a request may result in processing delay and is therefore not recommended for such requests. If immediate cancellation was not possible, you can still go through the normal return process according to our Return, Refund and exchange Policy and Policies and Procedures.

In order to make changes to your order, please contact your local Customer Service team. Delivery address and contact information changes can be made in most cases. Product changes and shipping condition changes for successfully paid card orders may not be possible. Please note that unpaid wire orders can be modified through Customer Service. 

How do I track my order?

For Nova Poshta shipment, please check and track your order on their official website: here.

I am missing a product from my order, what should I do?

If you are missing a product from your order:

Please check the content of the entire shipment box and compare it with the order confirmation you received in your mailbox after placing your order. Also, please check if your order contains multiple parcels. If you are still missing a product, please contact your local Customer Service with the order number and a list of any missing products.

If the delivery box arrived damaged to the extent that a product could have fallen out, please email your local Customer Service with a photograph of the damaged box. You will also need to provide the order number and a list of any items missing. Please keep the delivery box for the courier to pick up for damage claims

I have received the wrong product(s) in my order, what do I do?

If you have received an incorrect product, please take photos of the order showing the items you received and the barcode on the side of the delivery box. Then, we recommend that you contact your local Customer Service via email with your order number along with the pictures and the details, and they will assist you further.

What is the return, refund, exchange policy?

If you are not completely satisfied with your order, you are welcome to return any unopened products within the deadlines established in our Return/Refund & Exchange Policy and the Policies and Procedures from the date of purchase directly back to Nu Skin if purchased from the Company. Please contact your local Customer Service to obtain a Return Merchandise Authorization (RMA) number and full return instructions on how to return the products according to our Return, Refund and exchange Policy and our Policies and Procedures. Please consider that it may take up to 14 business days for the refundable amount to arrive on the recipient’s bank account counted from the date Nu Skin received the products or proof of the items’ return to our warehouse. 

How do I return products?

To return any unwanted and unopened items, you will need to obtain an RMA (Return Merchandise Authorization) number from your local Customer Service. In order to send you the full return instructions and generate an RMA number, we need the original order number(s) and a list of all items being returned per order number. You can find this information in your Order History online. 

How long does a refund take?

Once we receive notification about the returned goods arriving to our warehouse, we will process the refund which can take up to 14 business days from the date Nu Skin received the products or evidence was provided about the return; this is dependent on your bank’s processing times.

I purchased my products through a Brand Affiliate, what are my rights for returning them?

The Brand Affiliate must comply with the local law on cancellation of sales as outlined on the retail sales receipt. If the law grants additional rights, they agree to grant those rights to you, the retail customer. This means that they must, for any reason and upon request, give a full refund of the purchase price including VAT and shipping fee - if applicable, to the retail customer, without any reimbursement from Nu Skin.

The only requirement is that you, the customer, must request the refund within the cancellation period stated on the retail receipt and return the product in question. The Brand Affiliate must make a refund for returned products within 14 days of your request.

Help Topics

Can't find what you are looking for?