Shipping Policy
How long will it take to receive my order?
We know you’re excited to get your products. We ship as quickly as possible. Your order will be dispatched no later than the next business day.
For customers in the Netherlands and Belgium
Orders placed on business days before 21:45 are shipped the same day.
Once dispatched, you’ll receive your order within 2 business days. We ship with Bpost.
For customers in other destinations
Once dispatched, delivery typically takes 3–10 business days.
Are there shipping fees?
Shipping costs are calculated at checkout and depend on destination and order total.
We offer free shipping above a certain order value (threshold varies by destination). The exact fees and thresholds are shown during checkout.
Will I receive tracking information?
Yes. All orders ship with Track & Trace.
Once your order is dispatched, you’ll receive the tracking code by email.
If you haven’t received tracking within 72 hours of placing your order, please contact us.
My order was returned to sender
You’re responsible for providing a correct address and collecting your parcel from a pickup point on time.
If your order is returned due to an incorrect/incomplete address or because it wasn’t collected in time, we’ll issue a refund minus the shipping costs.
If your original shipping was free, we will deduct our standard shipping rate from the refund.
Want it re-shipped? We can resend it; re-shipping costs are at your expense.
If your order was returned for another reason, please contact support@novaskinlab.be.
Tracking shows “delivered” but I didn’t receive the parcel
Occasionally a parcel is marked “delivered” when you haven’t received it. Please first check with your neighbours.
If it’s not found, contact us within 7 days of the delivery date so we can open an investigation.
My order arrived damaged
We’re sorry to hear that. Please take clear photos of the damage (product, inner and outer packaging, shipping label) and email them to novaskinlab@gmail.com.
Without photos, we unfortunately cannot offer compensation.
My order arrived but an item is missing
Please take photos of the box (including the shipping label), any packaging damage, and the items you did receive, then email them to novaskinlab@gmail.com.
Without photos, we unfortunately cannot offer compensation.