Enter your order ID or AWB number and we will show you where your parcel is right now. No login needed.
| Status | What it means | What you need to do |
|---|---|---|
| Order placed | We have your order. Payment confirmation is being checked. | Nothing. You can still cancel at this stage. |
| Confirmed | Your order is confirmed and in the queue to be packed. | Nothing. Cancellation is possible before dispatch. |
| Packed | Your cleanser is boxed and waiting for courier pickup. | Nothing. |
| Shipped | The courier has collected your parcel. Your AWB number is now active. | Keep your phone reachable. |
| In transit | Your parcel is moving between courier hubs towards your city. | Nothing. Updates can pause for a day between hubs. |
| Reached your city | The parcel is at the local delivery hub. | Expect delivery within the next working day or two. |
| Out for delivery | A delivery agent has your parcel and will reach you today. | Keep your phone on. |
| Delivery attempted | The agent tried to deliver but could not: no one home, phone unreachable or address not found. | Answer the courier’s call. They will try again. See the troubleshooting section below. |
| Delivered | The parcel has been handed over at your address. | Check the tube. Report any damage within 7 days from delivery. |
| Delayed | The courier has flagged a delay, usually weather, a holiday or a local restriction. | Nothing yet. If there is no movement for 3 working days, write to us. |
| Returning to us (RTO) | Delivery failed after 3 attempts, or the parcel was refused. It is on its way back to our warehouse. | Contact us if you still want the order. |
| Returned to us | The parcel is back at our warehouse. | Prepaid orders are refunded in 5–7 business days to original payment method. |
| Cancelled | The order was cancelled before dispatch. | Nothing. Prepaid orders are refunded in 5–7 business days to original payment method. |
RTO means “return to origin”. It is courier shorthand for a parcel going back to the seller.
That is normal. Orders are dispatched within 24–48 hours. Once the courier collects your parcel, you get a dispatch message with your AWB number by email. Tracking goes live up to 24 hours after that.
The courier scans the parcel at their first hub, and that scan is what starts tracking. Until then the AWB number can show as “not found”. Give it up to 24 hours.
Parcels are only scanned when they arrive at or leave a hub. Long routes, Sundays and public holidays create gaps with no scan. If nothing has moved for 3 working days, write to us with your order ID and we will raise it with the courier.
This happens. The agent may have had the wrong directions or could not get through on the phone. The courier will try again, up to 3 attempts. Send us a landmark and an alternate phone number at contact@myskinmatters.in or on WhatsApp at +91-9310078182 and we will pass both on.
Standard delivery takes 3–7 business days from dispatch. Remote pincodes, heavy rain and festive weeks can add time. If your order is past the expected date, contact us and we will chase the courier for you.
Tell us straight away. We can correct it before dispatch. Once the parcel has left us, the courier does not allow address changes, but we can share a landmark or another phone number with them.
Write to us with your order ID as soon as you see “Returning to us”. Depending on where the parcel is, we will either ask the courier to re-attempt or reship it once it reaches us.
Within 24–48 hours of your order being confirmed. Orders placed on Sundays and public holidays are dispatched on the next working day.
3–7 business days from dispatch, depending on your pincode.
We ship with our courier partners. The courier is chosen by your pincode. Its name and your AWB number are in your dispatch message and in the result panel above.
We send them by email when your order is dispatched. You can also come back to this page at any time with your order ID.
Someone at the address needs to accept the parcel. If you will be away, tell us before dispatch and we will hold the order for you.
If the outer box is torn, crushed, wet or re-taped, you can refuse it. If you have already accepted it, take photos of the box, the shipping label and the tube, and report it within 7 days from delivery.
Yes, if the order has not been dispatched. Orders can be cancelled before dispatch.
Not at the moment. We deliver across India only.
Send us your order ID and the mobile number you ordered with. We will check with the courier and come back to you within 24 working hours.
Email: contact@myskinmatters.in
WhatsApp: +91-9310078182
Support hours: Mon–Sat, 10 am–6 pm IST