Shipping policy

Customer Support Hours

Our customer service team operates:

🕘 Monday to Saturday
🕓 9:00 AM – 4:00 PM (UK time)

Requests submitted outside these hours will be handled on the next business day.

Order Processing & Dispatch

All orders are processed and fulfilled through our trusted international fulfilment partners.

Once your order has been dispatched, you will receive tracking details via email. Please allow up to 3 business days for tracking updates to appear.

Delivery Timeframes

Estimated delivery times begin from the date of dispatch:

  • Standard Delivery: 4–6 business days

  • During high demand: 6–14 business days

Please note that these are estimated timeframes and may vary due to factors such as courier operations, customs processing, seasonal demand, or other unforeseen delays.

Customs, Duties & Taxes

In most cases, customers will not be required to pay additional customs charges.

If any unexpected charges arise, please contact our support team and we will assist where possible.

Incorrect Address or Delivery Issues

Please ensure all shipping details are accurate at checkout.

We are unable to guarantee changes once an order has been dispatched. Orders sent to incorrect or incomplete addresses may not be eligible for replacement or refund.

✅ RETURNS & EXCHANGES POLICY 

Returns & Exchanges

We want you to feel confident when purchasing from WINKS.

If you are not fully satisfied with your order, you may contact us within 14 days of delivery to request a return or exchange. Requests should be made within this timeframe to be eligible for consideration.

All requests are reviewed on a case-by-case basis to ensure a fair and appropriate resolution.

Customers are responsible for the cost of return shipping unless the item is confirmed to be defective, damaged, or incorrect. We recommend using a tracked service, as we cannot be responsible for items lost in transit.

Hygiene & Product Use

As our products are personal care items, hygiene considerations apply.

Items should be returned in good condition. We may limit or refuse refunds for products that have been used beyond reasonable inspection or are not in a resellable condition

Faulty, Damaged, or Incorrect Items

If your item arrives defective, damaged, or incorrect, please contact us within 48 hours of delivery with supporting photos.

We will prioritise resolving this with either a replacement or refund.

Return Process

All returns must be approved in advance by our support team.

Please contact us at:

📧 info.winkscare@gmail.com

Include your order number and details of your request.

Once approved:

  • You will receive return instructions

  • Items must be returned in appropriate condition

  • Returns may be directed to one of our fulfilment partner facilities

Failure to follow return instructions may result in delays in processing.

Refunds

Refunds are processed once returned items are received and reviewed.

Depending on the condition of the item, this may include:

  • Full refund

  • Partial refund

  • Exchange

Customer Conduct

We are committed to providing a positive and supportive experience for all customers.

We do not tolerate abusive or inappropriate behaviour toward our team. In such cases, we reserve the right to limit or refuse service where necessary.