Shipping policy
COLE Skin — Shipping Policy
Where We Ship
COLE Skin ships to:
Canada, United States, United Kingdom, Ireland, and Australia.
We do not ship to P.O. Boxes.
Order Processing Times
Orders are processed within 1–3 business days.
During sales, holidays, or new product launches, processing times may be longer.
A shipping confirmation email with tracking will be sent as soon as your order ships.
Shipping Costs & Free Shipping
Shipping rates are calculated at checkout based on your delivery address.
Free shipping is available on orders over the threshold for your country (CAD, USD, GBP, AUD, EUR).
The correct threshold will display automatically based on your location.
Typical delivery timelines once shipped:
• Canada: 2–5 business days
• United States: 4–9 business days
• United Kingdom, Ireland & Australia: 7–14 business days
Delivery timelines are estimates and may vary depending on carrier volume, customs delays, or weather conditions.
International Orders — DDP (Delivered Duty Paid)
Most international orders ship DDP (Delivered Duty Paid).
This means:
✔ Duties
✔ Import taxes
✔ Customs fees
✔ Brokerage charges
are included in your checkout total — you will not be asked to pay extra fees when your package arrives.
If you are ever incorrectly charged duties on a DDP shipment, please email hello@coleskin.com and we will resolve the charges for you.
Note: Refused or unclaimed international shipments are not eligible for refunds, as duties and return shipping fees are still billed to us.
Shipping Protection (Optional)
At checkout, you have the option to add Shipping Protection to your order.
This covers lost, stolen, or damaged packages and ensures a fast, stress-free replacement.
Shipping Protection is automatically selected for convenience and can be turned off at any time.
If you purchased Shipping Protection and need to file a claim, please submit it directly through our portal: https://coleskin.com/apps/captain-protection/login
Lost, Stolen, or Damaged Packages
If Shipping Protection Was Purchased
You are eligible for an instant replacement of:
✔ Lost packages
✔ Stolen packages
✔ Damaged items
To begin your claim, please use our dedicated claims portal: https://coleskin.com/apps/captain-protection/login
Once approved, we’ll ship a replacement right away — no carrier claim required.
If Shipping Protection Was Not Purchased
We will still support you, but unprotected packages follow standard carrier claim procedures.
• We help you file a claim with the carrier
• Replacements or refunds are not guaranteed
• Carrier investigations may take 7–21 business days
• Decisions are made by the carrier, not COLE Skin
Issues must be reported within 7 business days of the estimated delivery date.
To help us investigate any shipping issue where Shipping Protection was not purchased, please email hello@coleskin.com with:
• Your order number
• Tracking number
• Description of the issue
• For damaged items: photos of the item + packaging
• For loss/theft: confirmation that the address provided at checkout was correct
What We Cannot Cover
• Incorrect or incomplete addresses entered at checkout
• Packages scanned as “Delivered” but later misplaced or stolen without Shipping Protection
• Refused or unclaimed international shipments
• Delivery to P.O. Boxes
• Delays caused by carriers, customs, weather, strikes, or other external factors
Tracking Your Order
Once your order ships, you’ll receive tracking information via email.
If tracking shows no movement for more than 5 business days, please reach out and we’ll investigate.