In-stock items are always shipped for free via USPS Priority Mail (2-3 day) 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. Please note: We cannot guarantee specific delivery dates, once we hand over a package to USPS it is out of our control and we must follow the terms and conditions of USPS.
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. When you purchase an item that is on backorder, we will either delay shipment of the entire order (usually if we know an item will be re-stocked within a few days), or we will ship you the part of your order that is in stock (typically when an item is temporarily unavailable from the manufacturer). We will automatically ship you the remainder of your order as soon as the remaining item(s) becomes available, and you will not be charged shipping and handling for the additional shipment.
When purchasing an item that is on backorder, you consent that we may charge you in advance for the item. If you later decide you no longer wish to wait for the item or no longer want it, please contact email@example.com and we will be happy to refund your payment for the backordered item. We will try to keep our customers up-to-date on when a backordered item will be restocked; however, we may not always have this information available to us. Most backordered items will ship within two weeks, although certain products may take considerably longer (in some cases up to 4-months) based on availability from the manufacturer.
Please keep in mind that any samples we include with your order are complimentary 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 the 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.
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 USPS. We will not send you tracking information until we have confirmed your order has been packed and is en-route to the mail facility. Some email platforms may block and/or forward our emails to your SPAM folder. Please ensure to configure your email to accept messages from our website: (shoptoskaspa.com)(toskaspa.com)(firstname.lastname@example.org). 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. If your package does not arrive within 2 days of the expected date provided with your tracking number, please contact us. You will receive a final email confirming delivery when your package has been delivered to the address you provided. For questions about the status of your order, please email email@example.com.
Note: Due to a recent increase in activity of package thieves (aka “Porch Pirates”), 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 place a hold on the package through the USPS tracking website and pick it up at your local post office. Once the Post Office has marked a package as “delivered”, we are no longer responsible for the package. If you suspect your package has been stolen, please contact your local Police immediately as well as the Postmaster General (you will need a copy of the police report).
All online orders are shipped with packing slips and are weighed prior to shipping as verification that all available items have been included in the shipment. 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.
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. We have noticed that often times the carrier may mark it “delivered” but will not leave it until the following day. If after 2 days (but no longer than 5 days) you have still not received your package, you must contact us immediately so we can initiate a package search through USPS. Note: We will not refund or replace orders if longer than 5 days has passed from the delivery date associated with your tracking number. We will also advise you to attempt to contact the mail carrier and ask where he/she left the package, as well as asking your neighbors if they may have received it by mistake. Please note: we cannot re-ship or refund your order until the Post Office provides us with documentation stating they cannot locate the package and it is lost. We must have this information to submit a claim for the missing item(s). This process will typically be 15 days after the expected delivery date.
Please note: Due to an increase in missing package claims from residents of apartment buildings 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 missing 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 the tracking number 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.
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 require additional payment of shipping costs in order for us to re-ship the order. If you would like to have your package shipped overnight, please contact us for more information.
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 packages are being shipped through a freight or mail forwarder to an overseas location, we will suspend your account 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
Thank you for shopping at www.shoptoskaspa.com, we want to ensure you are happy with your purchase. An item may be returned or exchanged within 5 calendar days from the date you received it. To be eligible for a return or exchange, your item must be unused, unopened, unbroken seal, and in the same condition that you received it. Your item must be in the original packaging.
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 firstname.lastname@example.org immediately upon of receipt of your package. Do Not Open the package! Once you have opened the package we have no way to know 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.
How To Return An Item
Please email email@example.com to request a return. Please include your invoice number and state your reason for return. We will contact you with further instructions for returning the item. Please remember to include in your package a signed letter stating the reason for your return. Once we have authorized your return, you will have five business days to ship the item back to us. Returns not shipped back within five days will be cancelled and will no longer be eligible for return.
Items will not be accepted for return or exchange if they have been opened and/or the seal has been removed or broken. Products that have been used will not be accepted for return or exchange.
Once we receive your item, we will immediately notify you on the status of your refund after inspecting the item. If your return is approved, we will initiate a refund 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. Please note, we will deduct the shipping costs associated with your package from your refund.
Damaged, Defective or Leaking Products
Please email firstname.lastname@example.org within three days of receipt of your package if you have received a damaged or defective item. Please note: a small amount of leakage from certain liquid products may occur during shipment, this is normal. If you wish to exchange a leaking product, the seal on the cap MUST remain unbroken and the bottle must not have been opened, we will not accept products that have had the seals broken or removed.
Shipping and Restocking Fee
All items are subject to a 20% return shipping and restocking fee, this will be deducted from your refund.