Alamo Skin Policies
Shipping, Returns & Refunds
Clear, straightforward support from checkout through delivery.
Shipping
Processing & delivery
Orders are typically processed within 1 business day, excluding weekends and holidays. Once your order ships, you will receive a confirmation email with tracking information.
Carrier delivery estimates begin after the package has been accepted and scanned by the carrier. Delivery timing can vary based on destination, weather, holidays, and carrier operations.
Shipping rates and available delivery options are displayed at checkout.
Address Accuracy
Please review your address before ordering.
Customers are responsible for entering a complete and accurate shipping address at checkout. If an order is returned due to an incorrect, incomplete, or undeliverable address, we can help arrange reshipment once it returns to us. Additional shipping charges may apply. Orders delivered to an address entered incorrectly at checkout are not eligible for replacement or refund.
Missing Packages
Marked delivered, but not received?
We will help review the situation. Because carriers sometimes scan packages as delivered before final drop-off, please follow the steps below before contacting support.
1. Confirm delivery details
Verify the shipping address on your order. Check your mailbox, front and side doors, parcel locker, mailroom, building office, and other usual delivery locations. If applicable, check with neighbors or household members.
2. Allow 24 hours after the delivery scan
Please allow up to 24 hours after a “Delivered” scan. In some cases, packages arrive later that day or the following day after an early carrier scan.
3. We initiate a carrier trace
If the package is still missing after 24 hours, contact us with your order number. We will work with the carrier to initiate a trace investigation. These reviews typically take 1–3 business days and may include GPS delivery data and driver verification.
4. Resolution
If the carrier confirms a delivery error, cannot verify proper delivery, or determines the shipment was lost, we will work with you on an appropriate resolution. Depending on the order and product availability, this may include a replacement shipment, store credit, or refund. Claims are reviewed individually, and we may require signature confirmation or an alternate delivery arrangement for replacement shipments.
Damaged, Incorrect, or Quality Concerns
We want to make it right.
If your order arrives damaged, incorrect, or with a product-quality concern, email us within 7 days of delivery. Include your order number, a short description of the issue, and clear photos of the item, packaging, and shipping box when applicable.
After review, we may offer a replacement, store credit, or refund depending on the circumstances and product availability.
Returns & Refunds
Cosmetic product return policy
For hygiene and product-safety reasons, opened or used cosmetic products are not eligible for return. Unopened products in their original, resalable condition may be eligible for return within 14 days of delivery, subject to approval.
To request an unopened-item return, contact us before sending anything back. Approved returns must be received in original condition. Return shipping is the customer’s responsibility unless the return is due to our error, damage in transit, or an incorrect item.
Once an approved return is received and inspected, eligible refunds are issued to the original payment method. Original shipping charges are non-refundable unless the issue resulted from our error.
Approved refunds are typically processed within 5–10 business days after the returned item is received and inspected. Your bank or payment provider may require additional time to post the credit to your account.
Need help with an order?
Email support with your order number, a concise description of the issue, and photos when relevant.
Contact Support