PAYMENTS, RETURN POLICIES & OTHER ISSUES
WHAT IS OUR RETURN POLICY?
We only accept returns of goods if the items are still sealed in original packaging, within 14 days of receiving your items.
HAVE ANY ISSUES WITH YOUR ORDER?
If you have any issues with your order, email us on email@example.com and a member of our customer service team will get back to you as quickly as possible.
IF NEEDED, HOW LONG WILL A REFUND TAKE?
As soon as your refund has been agreed by a member of our team, we will process this the same day. This will normally show back into your account up to 3-5 business days later.
IS MY INFORMATION SAFE?
Of course! Credit card information, including the name on the card, card type, card number, expiry date and CV12 is collected and processed by our third-party payment processor. We only retain limited credit card information for our records (e.g. the last four digits for validation purposes) but we do not store or retain complete credit card information.
WHAT FORMS OF PAYMENT DO WE ACCEPT?
We accept all major credit cards, PayPal and Apple Pay.
WHEN WILL I BE CHARGED FOR THIS ORDER?
You will be charged for this as soon as you process through the checkout stage of our website. You will get a confirmation email when this is processed also. If you have a recurring subscription, you will be automatically charged each month/week and will get a confirmation email for this also.
HOW DO I GET IN TOUCH TO ASK A QUESTION?
For all general enquiries there may be information to help you in our FAQ’s page, however if you cannot find what you are looking for then please email us on firstname.lastname@example.org and we will be more than happy to help.
WHAT ARE YOUR SOCIAL MEDIA LINKS?
COLLABORATIONS & PRESS ENQUIRIES
If you drop us an email over on email@example.com we will get back to you as soon as possible.
BECOME A STOCKIST!
We would love to work along side you! If you drop us an email over on firstname.lastname@example.org confirming who you are and what company you are from, we will get back to you with more information as soon as possible.
WHO IS YOUR COURIER?
We only currently ship with DPD on all orders.
HOW LONG WILL MY ORDER TAKE TO SHIP?
We normally ship orders within 2-3 working days, this depends on postal code and day of the order. You will receive a confirmation email, with your expected delivery date included.
IS THERE A CUT OFF POINT FOR NEXT DAY DELIVERY?
Yes, if you order before 2pm, you can expect to receive this next day! Excluding orders placed on Saturday and Sunday.
DO YOU SHIP INTERNATIONALLY?
Unfortunately we are currently unable to ship internationally. We can accept orders for UK only.
WILL I RECEIVE TRACKING INFORMATION?
Yes! As soon as your order has been processed and picked up from our courier, you will be provided with an email which contains your tracking ID. You can use this in our courier’s website to await delivery. This will also give you a one-hour time slot so you know exactly when this will be delivered.
WHAT HAPPENS IF I AM NOT AT HOME AT THE TIME OF DELIVERY?
No worries! Typically, the courier will take this back to your local depot and arrange a re-delivery for this. You can track this using your tracking ID. You also have the option to select a safe place for the courier to leave your parcel in. Just simply go to the DPD website, track your parcel and request to ‘leave in a safe place’. Please note that any returns of parcels to Skinny will not be refunded unless requested and confirmed by our team.
WHY HAVE I NOT RECEIVED MY WHOLE ORDER?
This could be that we have had to send your delivery in two different parcels. This normally happens if a customer orders more than 2 cases. However, this should either turn up with the first parcel or the next day as sometimes they get separated at your local depot! If you still have not received the rest of your order, please contact us on email@example.com and we will happily look into this for you.
HOW DO I ENTER A PROMO CODE?
Once you are happy with the items you have selected, simply go to checkout and enter your promo code.
WHY ISN'T MY PROMO CODE WORKING?
This could be that the promo code you are trying to enter has expired or this could also be that you have not reached the minimum order spend to receive this code. Please always check the small print underneath the code for more information.
I HAVE RECEIVED A PROMO CODE AFTER PURCHASING
We are really sorry to hear this! Unfortunately we are unable to honour a discount on any purchases made before or after our promo codes are active. Please refer to T&C's on the bottom of the email/post you received the promo code from for more information.
WHAT IF I AM UNHAPPY WITH MY PURCHASE?
We are so sorry to hear this! We always try to deliver the best possible experience for our customers. If you have any issues with your products then please contact us on firstname.lastname@example.org and we will happily resolve any issues for you.
MY BOX HAS ARRIVED DAMAGED
We are sorry to hear that you have experienced this. Please send us an email on email@example.com and we will get this issue resolved for you as soon as possible.
I AM HAVING TROUBLE WITH MY ACCOUNT
Please drop us an email on firstname.lastname@example.org explaining your issue with this. Also including the email address you use to log in and we will try our best to sort this issue for you.
I HAVE NOT RECEIVED MY ORDER
We are sorry to hear this. Please drop us an email over on email@example.com and we can look into this for you.
I HAVE RECEIVED THE WRONG ITEMS
We are sorry to hear this. Please contact us on firstname.lastname@example.org with your order number and we will resolve this issue for you.
WHAT IS A SKINNY SUBSCRIPTION?
When you subscribe to a Skinny delivery, you can choose to receive this either on a Weekly or a Monthly basis. You will be billed on the same day/date every week/month, depending on your subscription.
I WOULD LIKE TO CHANGE MY SUBSCRIPTION
You have the choice to edit, pause, skip or cancel your subscription at any time simply by logging into your account.
I HAVE SUBSCRIBED BY ACCIDENT
no problem, just log into your account and cancel your subscription. If you have any issues with this, email us on email@example.com
CAN I BUY A ONE-OFF ORDER?
Yes, just simply change the selected box when you are choosing your flavour and quantity to ‘One-off purchase’.
I NEED TO CHANGE MY EMAIL ADDRESS
No problem! Just drop us an email on firstname.lastname@example.org and we can amend this for you.
HOW DO I CANCEL MY SUBSCRIPTION?
Simply log in to your account and you have the option to cancel your subscription.
HOW MANY FLAVOURS DOES SKINNY HAVE?
We currently have 12 flavours.
Tonics: Original, Indian, Mediterranean, Cucumber and Elderflower.
Mixers: Lemonade, Raspberry, Pink Grapefruit, Orange, Lemon & Lime, Tropical and Ginger Ale.
IS SKINNY SUGAR FREE?
Yes! We are proud to be completely sugar free here at Skinny. We use a completely natural plant-based sweetener, Stevia!
IS SKINNY SAFE FOR DIABETICS?
Yes, all of our tonics are completely sugar free. Meaning no unexpected sugar spikes.
DO I NEED TO REFRIGERATE MY SKINNY?
No need to refrigerate unless you enjoy a chilled beverage. Our tonics are packaged to allow you to place one pack in the fridge and keep the others stored away.
DO YOUR DRINKS CONTAIN CAFFEINE?
No, we are completely caffeine free.
IS SKINNY VEGAN FRIENDLY?
Yes, we do not contain any dairy or animal produce.
IS SKINNY KETO FRIENDLY?
Yes, Skinny contain zero carbs.
WHERE CAN I FIND NUTRITIONAL VALUES?
Simply click on the desired flavour and flick through our images and you will find our nutritional values.
WHERE IS SKINNY MADE?
Skinny is proud to be manufactured in England, UK.