Shipping Policy

One product, one tube, shipped from India to anywhere in India. Here is exactly how it gets to you.

What you want to knowThe short answer
Dispatch timeWithin 24–48 hours of your order being confirmed, on business days
Delivery time3–7 business days after dispatch for most of India
Shipping chargeFree on every order in India, with no minimum order value
PaymentPrepaid only: UPI, cards and net banking
Where we shipAll serviceable pin codes in India. We do not ship outside India yet.

Last updated: 18 October 2026

The table is a summary. The numbered sections below are the full policy, and they are what applies to your order.

Track your order

1. Who This Policy Covers

  1. This Shipping Policy applies to every order placed on myskinmatters.in. The site is operated by KIEVORA Private Limited, First Floor, G-79, Ashok Vihar Phase-1 Road, New Delhi 110052 (“Skin Matters”, “we”, “us”).
  2. It covers how we process, dispatch and deliver the SKIN MATTERS Gentle Gel Cleanser (50 ml). It does not cover orders placed on any other website, app or store. Those orders follow that seller’s own shipping terms.
  3. “Business day” means Monday to Saturday, not counting Sundays and public holidays.
  4. “Dispatch” means the moment we hand your packed parcel to the courier. “Delivery” means the moment the courier hands it over at your address.
  5. “RTO” stands for Returned to Origin. It means the courier could not deliver the parcel and sent it back to our warehouse.
  6. This policy should be read with our Terms & Conditions, Payment Policy and Return, Refund & Cancellation Policy.

2. Order Processing and Cut-Off Time

  1. When you place an order, you get an order confirmation by email. This confirms we have received your order. It is not yet a dispatch notice.
  2. Prepaid orders are confirmed once the payment is successful.
  3. We dispatch confirmed orders within 24–48 hours.
  4. Orders confirmed before 2 pm IST on a business day go into that day’s processing queue. Orders confirmed after the cut-off, or on a Sunday or public holiday, are processed from the next business day.
  5. We ship from within India.
  6. Every tube is checked for seal, batch details and expiry date before it is packed.
  7. When your order is dispatched, we send you a dispatch message with the courier’s name and a tracking number.
  8. During sale periods, product launches and festival weeks, processing can take longer than usual. If your order will be dispatched later than the time stated above, we will tell you by email.
  9. If we cannot fulfil your order at all, for example because stock has run out, we will cancel it and refund any amount you paid in full, 5–7 business days to original payment method.

3. Delivery Timelines

  1. Delivery time is counted from the day of dispatch, not the day of order.
ZoneWhat it coversEstimated delivery after dispatch
Metro citiesDelhi NCR, Mumbai, Bengaluru, Chennai, Hyderabad, Kolkata, Pune, Ahmedabad2–4 business days
Rest of IndiaOther cities and towns served by our regular courier network3–7 business days
Remote pin codesParts of the North-East, Jammu & Kashmir, Ladakh, Himachal Pradesh, Uttarakhand, Andaman & Nicobar, Lakshadweep and other hard-to-reach areas7–10 business days
  1. These are estimates, not guaranteed dates. The courier controls the last stretch, and we do not promise delivery on a specific day or at a specific time.
  2. If the tracking for your parcel shows a different estimate from the table above, the tracking estimate is the one to go by.
  3. Couriers usually deliver between morning and early evening on their own working days. We cannot book a time slot for you.
  4. Each order ships to one address. If you want tubes sent to two addresses, place two orders.

4. Shipping Charges

Shipping charge

Shipping is free on every order delivered in India. There is no minimum order value for free shipping.

  1. Checkout shows shipping as free before you pay. The total you see at checkout is the total you pay. We add nothing after that.
  2. We accept prepaid orders only. Accepted payment methods are in our Payment Policy.

5. Where We Deliver

  1. We deliver to pin codes across India that our courier partners serve.
  2. Enter your pin code at checkout. Delivery to your pin code is confirmed there.
  3. The courier for your order is chosen by us based on your pin code. We cannot take requests for a particular courier.
  4. Occasionally a pin code passes the check but the courier later marks it as not serviceable. If that happens, we will try another courier partner. If none can deliver, we will cancel the order and refund any amount you paid in full, 5–7 business days to original payment method.
  5. If your pin code is not serviceable, write to contact@myskinmatters.in with the pin code. We will tell you if and when it is added.

6. Tracking

  1. Once your order is dispatched, we send the tracking number and a tracking link by email and by SMS or WhatsApp to the contact details you gave at checkout.
  2. You can also track your order on our Track Order page using your order number and the phone number or email used for the order.
  3. Tracking updates come from the courier. A new shipment can take up to 24 hours to show its first scan, so an empty tracking page on day one is normal.
  4. If you have an account, your order status and tracking link are also under your order history.
  5. If tracking has not moved for 3 business days in a row, or shows “delivered” when you have not received the parcel, tell us within 48 hours of noticing it. We will raise it with the courier and reply to you within 24 working hours.
Track your order

7. Delivery Attempts and Parcels Returned to Us (RTO)

  1. The courier will normally make 3 attempts to deliver your parcel. Before or during an attempt, the delivery person may call the phone number on the order. Please keep that phone reachable.
  2. Delivery may need a one-time password (OTP) or a signature.
  3. If you are not at home, the parcel may be handed to another adult at the address, such as a family member, flatmate or the security desk of your building. A parcel accepted at your address is treated as delivered to you.
  4. If a delivery attempt fails, you can ask the courier to try again using the link in the courier’s message, or contact us and we will ask on your behalf.
  5. A parcel is returned to our warehouse (RTO) when all delivery attempts fail, the address is incomplete or wrong, the phone number is unreachable, or the parcel is refused at the door.
  6. When a prepaid order comes back to us as RTO, we will contact you and you can choose one of two options:
  • Reship: we send the parcel again to a corrected address.
  • Refund: we refund you, 5–7 business days to original payment method. The refund is processed after the returned parcel reaches our warehouse.
  1. Clause 6 does not apply where the parcel was refused because it arrived damaged, tampered with or opened. That situation is covered in section 10 and costs you nothing.

Missed a delivery? Reply to the courier’s message or write to contact@myskinmatters.in with your order number as soon as you can. It is much easier to fix before the parcel starts its trip back.

8. Wrong Address or Change of Address

  1. Please check your name, full address, landmark, pin code and phone number before placing the order. The courier delivers to exactly what is printed on the label.
  2. You can change the delivery address or phone number before dispatch. Write to contact@myskinmatters.in or message +91-9310078182 with your order number and the corrected details. The request must come from the email or phone number used for the order.
  3. A new address must be on a serviceable pin code. If the new pin code changes the delivery time, we will tell you before we make the change.
  4. Once the order is dispatched, we cannot change the address. Some couriers allow a small correction, such as a flat number or landmark, through their own link. A change to a different pin code or city is not possible after dispatch.
  5. If a parcel cannot be delivered because the address or phone number given at checkout was wrong or incomplete, it is treated as RTO under section 7.
  6. If a parcel is delivered to the address you gave and that address was wrong, we are not able to recover it or send a free replacement. Tell us anyway. We will ask the courier to attempt a retrieval, but we cannot promise the result.
  7. If the mistake was ours and we printed an address different from the one you gave, we will send the order again at no cost to you.
Contact support

9. Delays

  1. Most parcels arrive within the estimates in section 3. Some do not. Common reasons outside our control and the courier’s control include:
  • Heavy rain, floods, fog, cyclones and other severe weather
  • Festival and sale-season volumes, such as the weeks around Diwali, Holi, Eid, Durga Puja and the year end
  • Strikes, bandhs, road closures and transport disruptions
  • Elections, curfews, government restrictions and local security checks
  • Natural disasters, public-health emergencies and network or system outages at the courier
  1. When we know of a delay that affects your order, we will tell you by email and share the revised estimate where the courier gives us one.
  2. A delay caused by the events above is not a breach of this policy, and we do not pay compensation for the delay itself.
  3. You are still protected. If your parcel has not been delivered within 15 business days from dispatch and is not on its way back to us because of a failed delivery under section 7, you can choose either a fresh shipment at no extra cost or a full refund of the amount you paid, 5–7 business days to original payment method.
  4. If the courier confirms a parcel is lost in transit, we will not make you wait for the period in clause 4. We will offer you the same choice straight away.
  5. Nothing in this section takes away any right you have under the Consumer Protection Act, 2019.

10. If Your Parcel Arrives Damaged, Opened or Tampered With

At the door

  1. Look at the parcel before you accept it. Check that the outer box is sealed, the tape is intact and the box is not crushed, torn, wet or re-taped.
  2. If the parcel looks opened, tampered with or badly damaged, do not accept it. Tell the delivery person you are refusing it because it is damaged, and ask them to mark it that way.
  3. Take a photo of the parcel and the shipping label if you can, and write to contact@myskinmatters.in or message +91-9310078182 with your order number.
  4. A parcel refused for this reason costs you nothing. We will send a replacement or refund the amount you paid, whichever you choose.

If you have already accepted it

  1. Record a single, uncut video while you open the parcel. Start with the sealed box and the shipping label in frame, and keep recording until the tube is out and you have shown it from all sides. An unboxing video is recommended, not mandatory, and it makes the claim much faster to settle.
  2. Report the problem 7 days from delivery. Sooner is better. Send us your order number, the video or clear photos of the outer box, the label, the tube and the batch and expiry details printed on it.
  3. This covers a tube that is damaged, leaking, has a broken seal, is past its expiry date, is the wrong item or is missing from the box.
  4. Please do not use the product and do not throw away the tube or the packaging until the claim is closed. We may arrange for the courier to collect it.
  5. We will reply within 24 working hours. Once the claim is verified, we will send a replacement at no cost, or refund you in full, 5–7 business days to original payment method.
  6. The full terms for returns, replacements and refunds are in our Return, Refund & Cancellation Policy.
Report a damaged parcel

11. International Shipping

  1. We ship within India only for now.
  2. We do not accept orders with a delivery address outside India, and we do not ship to freight forwarders or parcel-forwarding addresses for onward export.
  3. You can place an order from outside India if the delivery address is in India and your payment method is accepted at checkout. See our Payment Policy.
  4. If we start shipping to other countries, this page will be updated first.

12. Risk, Changes to This Policy and Governing Law

  1. Responsibility for the parcel passes to you when it is delivered to the address on the order. Until then, loss or damage in transit is our problem to solve, not yours.
  2. Every parcel includes a tax invoice, or one is emailed to you, showing the MRP, the price you paid and applicable GST.
  3. We may update this policy from time to time, for example when we add a courier partner or change a charge. The updated version is posted on this page with a new “Last updated” date. The version in force on the date you placed your order applies to that order.
  4. This policy is governed by the laws of India. It is published in line with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. The courts at New Delhi have jurisdiction over any dispute.
  5. If any part of this policy conflicts with a right you have under Indian consumer law, the law applies.

13. Questions About a Delivery

Keep your order number handy. It is in your confirmation email and message, and it is the fastest way for us to find your parcel.

ChannelDetails
Emailcontact@myskinmatters.in
Phone / WhatsApp+91-9310078182
Support hoursMon–Sat, 10 am–6 pm IST
Response timeWithin 24 working hours

Not resolved

If our support team has not resolved your shipping complaint, you can write to our Grievance Officer: Shubham Mishra, CEO, KIEVORA Private Limited, contact@myskinmatters.in, +91-9310078182. The Grievance Officer will acknowledge your complaint within 48 hours and resolve it within one month of receiving it, as required by the Consumer Protection (E-Commerce) Rules, 2020. Details are on our Grievance Redressal page.

KIEVORA Private Limited, First Floor, G-79, Ashok Vihar Phase-1 Road, New Delhi 110052.

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