Every TouchLands order is crafted with the same gentle care we infuse into our skincare formulations. To ensure your products meet our rigorous purity standards, order processing typically takes 3-5 business days—longer than conventional beauty retailers to accommodate our meticulous quality assurance. During peak seasons, processing may extend to 5-7 business days as we maintain our commitment to artisanal quality. Order cancellations are only possible within 48 hours of purchase by emailing [email protected]. Beyond this period, your order enters our specialized production cycle and cannot be canceled, though our extended return window provides ample flexibility for reconsideration.
We believe in the transformative power of our gentle formulations. You may return unopened, factory-sealed items in their original condition within 30 days of delivery—significantly longer than industry standards to honor your skincare journey. For exchanges, we provide 45 days to accommodate the careful testing period skin requires with premium ingredients. Initiate returns through www.touchlands.com and select your preferred resolution. Please note: Personalized skincare sets and opened products cannot be returned for hygiene reasons, while final sale items marked "Non-Returnable" are permanently excluded from this policy.
To maintain our stringent purity standards, returns must: (1) Remain completely unopened with original safety seals intact (2) Show no signs of tampering, temperature damage, or exposure to extreme conditions (3) Include all original packaging including TouchLands protective casing and documentation. Our quality team conducts comprehensive four-point inspections upon receipt, focusing on seal integrity, packaging condition, product stability, and temperature indicators. Items failing inspection will be returned to you at your expense within 14 business days with a detailed analysis report explaining the rejection.
Refunds typically process within 10-14 business days after we receive and verify your return—this extended timeframe ensures each product meets our reactivation and stability protocols before reentering inventory. The refund amount excludes original shipping fees and any return shipping charges. For payments processed through PayPal or credit cards, allow an additional 3-5 banking days for the funds to appear in your account, as financial institutions require this processing period regardless of our internal procedures.
Customers are responsible for return shipping costs unless the return results from our error (incorrect/damaged item shipment). We strongly recommend using insured, temperature-controlled shipping methods—TouchLands cannot assume liability for return packages lost in transit or exposed to unsuitable conditions that compromise product integrity. For exchanges exceeding $250 in value, we provide prepaid specialty shipping labels with appropriate thermal protection (deducted from your refund if the label goes unused).
Report any quality concerns within 10 days of delivery by emailing [email protected] with detailed photographs/videos showing packaging damage, seal compromise, or product inconsistencies. We'll immediately arrange for temperature-controlled return shipping and expedite replacement (subject to availability) or issue a full refund including original shipping costs. This exception to our standard policy reflects our unwavering dedication to product excellence and your skincare satisfaction.
Custom-blended skincare formulations and prescription-grade products are considered final sale due to their personalized nature. For holiday season purchases (November 20 - December 31), the return window generously extends to January 31 to accommodate gift-giving timelines. Professional-grade treatment collections and clinical-strength products have separate usage protocols—consult your skincare advisor before purchase. TouchLands reserves the right to limit returns from customers demonstrating patterns inconsistent with genuine product evaluation (exceeding 50% of orders within six months).
For return authorization or policy clarification, contact our Skincare Support Team at [email protected] (response within 48-72 hours). Always include your order number and, for damaged items, comprehensive visual documentation. Visit www.touchlands.com for live chat support during extended business hours PST, where our skincare specialists can guide you through the return process while addressing any product-related concerns.
