Shipping and Returns

Shipping Policy

Turnaround

In-stock items are shipped for free via USPS Priority Mail and are normally packed and shipped within 24-48 hours (excluding Sundays and Holidays), however, stock availability, post office closures, inclement weather, and peak seasonal times may cause slight delays in your shipment. Multiple orders with the same delivery address may be combined for shipping. By ordering from shoptoskaspa.com you acknowledge and accept that your package will be shipped via your selected option (due to price differences in shipping methods, we are unable to change your selected shipping option once an order has been placed). Please note: We cannot guarantee specific delivery dates, once we hand over a package to the carrier it is out of our control and we must follow their terms and conditions.

COVID-19 Update: Due to increased safety measures and limited staffing resulting from the COVID-19 pandemic guidelines, you may experience slightly longer than typical order processing and delivery times. For more information, please see the latest alerts on the USPS website.

Back Orders

We don’t like when a product isn’t available any more than you do, but we do want to ensure you receive the products you want and need. Sometimes a product may be out of stock or temporarily unavailable from the manufacturer or our distributor. If you are interested in a product that is currently out of stock on our site, please subscribe to the notifications for that product. We will let you know as soon as it is available for purchase (certain products may take considerably longer (several months) to restock based on availability from the manufacturer).

Samples

Please keep in mind that any samples we include with your order are complimentary with purchase and are subject to availability. We make no guarantee that you will receive a specific type or quantity of samples with your order. While we make every effort to accommodate specific sample requests, we may not always have the requested samples available and/or the requested sample may not exist. Please note that there are no samples available for serums, if you would like to try a serum we recommend purchasing the small travel size. In order to maintain authenticity and protect our customers, we do not “make” or “re-package” our own samples. All complimentary samples are provided in the original manufacturer packaging with appropriate product labels (as required by the Food and Drug Administration: Fair Packaging and Labeling Act) and have been hand-picked to complement your purchase and/or skin type.

Order Tracking

All orders are shipped with Tracking. You will receive email notifications with information about your shipment after it has been packed and assigned a tracking number from the carrier. Some email platforms may block and/or forward our emails to your SPAM folder. Please ensure to configure your email to accept messages about your order from our website: (shoptoskaspa.com)(toskaspa.com)(tracking@shipstation.com). You may check the link provided in your email for further tracking information to determine where your package is and when it is expected to arrive. All packages are shipped with insurance and some may require signature for delivery. If you are unable to be available for delivery of a package requiring signature, you may be able to pick it up at your carrier’s local office within a certain number of days before it is returned to us as “unclaimed”. Unfortunately, we can not refund the shipping costs for returned packages. For questions about the status of your order, please email support@toskaspa.com.

Note: Please ensure to check the tracking estimated delivery times to ensure someone is able to receive your package. If no one will be available on the day your package is expected to arrive, you may be able to place a hold on the package and pick it up in person at your local USPS or FedEx Office. Once a package has been marked as “delivered” by the carrier, we are no longer responsible for the package. We can not provide replacement or refund for packages that have gone missing after delivery.

Missing Packages

You will receive an email confirming delivery of your package. If you have received a delivery confirmation email and you do not have your package, you should first contact your local post office or FedEx Office with your tracking number. We have noticed that sometimes the carrier may mark our packages as “delivered”, but for some reason has not left the package until the following day. If after 7 days from the shipping date you have still not received your package, you should contact us to initiate a missing package search. Please note: we cannot re-ship or refund your order until the Post Office provides documentation stating they cannot locate the package and it is lost. This process will typically take about 15 days.

Please note: Due to an increase in missing package claims from customers with community accessible mail deposits (i.e. packages are simply left near the mailboxes where anyone can take them), we will not be able to refund or re-ship packages for those customers unless “Signature Confirmation” has been chosen as the shipping method. If you have one of those situations, you may contact your local USPS office with your tracking number prior to delivery and request to hold the package for pickup (this can be done online on the USPS tracking page) or select “Signature Confirmation” on the Cart page.

Missing Items

We work very hard to ensure your order is timely and accurate. If you have received a package that you believe is missing an item, you must contact our store within three business days upon receipt of the package, determined by the tracking number delivery date. We want to be certain that you receive the items you purchased.

Shipping Rates

Currently, we offer FREE USPS Priority Mail (usually 2-3 day) shipping on all products. Please ensure you provide a valid USPS mailing address, shipments returned to us for un-deliverable addresses, non-acceptance, or failure to provide signature will be refunded upon receipt (less shipping costs). If you would like to have your package shipped overnight, please contact us for more information.

International Shipping

We’re sorry, but current Biologique Recherche policy does not permit us to ship Biologique Recherche products outside the United States. Upon request, we can refer you to an authorized Biologique Recherche dealer in your region. Customers attempting to circumvent this policy through the use of a third-party freight forwarder or any other means to redirect shipments to an international destination do so at their own risk. If we have determined that our packages are being shipped to an overseas location, your account will be suspended from further purchases on our site. Toska European Spa will only ship to U.S. destinations and cannot be held liable for shipments redirected to an alternate destination by the customer.

Returns, Refunds and Exchanges Policy

We understand that you may wish to return something you hadn’t intended to purchase. An item may be returned within 5 calendar days from the date you received it. To be eligible for a return, your item must be unused, unopened, unbroken seal, and in the same condition that you received it. Your item must be in new condition and in the original packaging. We inspect all returned products and reserve the right to decline returns or exchanges. Please Note: due to hygiene reasons, we cannot refund, replace, or accept for return any item that has been opened, used, sampled or “accidentally spilled” after opening. For defective products, please see below.

Please note: we are unable to offer exchanges or refunds for products due to skin irritation. The reasoning behind this is that there is no way to definitively confirm (except through extensive testing by a certified dermatologist) that one specific product has caused a reaction, particularly when used in conjunction with other skincare products that are known to cause irritation to the skin (e.g. retinols, creams, lotions, serums, exfoliants, soap, etc.). In the rare instance you believe you’ve had an allergic reaction to a product, please discontinue use of the product immediately and seek advice from a medical dermatologist.

How To Return An Item

Please email support@toskaspa.com to request a return. Please mention your invoice number and state your reason for return. For damaged or leaking items, please see below. If your product has been authorized for return, we will send you a return shipping label to send back the item(s) in the original shipping box. You will have five (5) business days to ship the item back to us. Please include the packing slip with your return. Returns without a packing slip may take longer to process. Returns that are not shipped back within five days of receipt of a Return Label will be cancelled and will no longer be eligible for return.

Shipping and Restocking Fee

Our shipping costs are non-refundable and all items are subject to a 20% restocking fee, this will be deducted from your refund.

Refunds

Once we have received your returned item, we will notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund (via PayPal) to your credit card (or original method of payment). You will receive the credit within a certain amount of days, depending on your card issuer’s policies.

Damaged Packages

While we make every effort to package our orders to arrive safely, every so often a package may be damaged by the carrier. If you receive a package that has been damaged in shipping, please email support@toskaspa.com immediately upon of receipt of your package. Do Not Open the package! Once you have opened the package we have no way to verify if an item was lost/damaged during shipment or after the package was delivered and therefore cannot make a determination to process a refund or replacement. For packages that have been damaged in transit, USPS will typically bag it and/or include a note that the package has been damaged. Please note that we are unable to process a claim, refund, or replacement without this notice. If your package is damaged and is missing the notice, do not open the package, instead, you must take it to your local post office and/or ask your mail carrier to issue a notice that the package was delivered damaged. Again, without the notice from USPS that a package was delivered damaged, we are unable to process claims, refunds, or replacements.

Damaged, Defective or Leaking Products

All products are shipped in the exact same condition as received from the manufacturer. We do not open, test, or otherwise sample any products that are available for retail sale. Please email support@toskaspa.com within three days of receipt of your package if you have received a damaged or defective product. Please provide a detailed description and pictures of the damaged/defective item.  Items which are returned and found to be in perfect condition upon inspection (i.e. not defective) will not be eligible for replacement or refund. Please note: a small amount of leakage around the cap area from certain products may be visible after shipment, this is usually normal (spillover from the filling process often times gets trapped in the cap or lid). If you wish to exchange a leaking product, the foil seal on the cap MUST remain unbroken and intact, we will not accept products that have had the seals broken or removed.