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> How long does my order take to process?

We place and ship all orders as soon as possible. That is why our average processing time for orders is 1–3 business days. During peak seasons, it may take one or two more days on top of the regular processing time. Most orders are shipped the following business day when payment is confirmed after the cutoff time at 10:00 PM.

We do not ship on Saturday, Sunday or U.S. holidays. Under certain circumstances, we may require additional information to confirm payment before processing an order.  

> How do I make changes or cancel an order I've already placed?

As soon an order is submitted and paid, your order status will show as "Processing". We pride ourselves in having an efficient and fast turnaround time so that our customers receive their merchandise earliest as possible. So as soon as the payment is accepted and the order is confirmed, it is immediately in the process to be shipped. This means there is only a very small window of time where we can “catch” your order before it is being processed and prepared for shipment

An order can only be canceled during the "Processing" stage. We charge 15% of the total payment amount or $10, whichever is greater to cancel your order.

Unfortunately, once your package is shipped we are unable to cancel your order. We apologize for any inconvenience this may cause. 

> Why have I not received an order confirmation?

If you have not received your order confirmation email after 24 hours, please contact our customer service team at Our customer service team will ask you to verify your email address, in case it was entered incorrectly at the time of check out.


> What are the shipping options?

For both domestic and international orders the packaged will be sent through USPS.

Please refer to our Shipping Policy for more information on methods and costs.

> Do you ship internationally?

Yes! We do ship internationally. If you don't see your country during the shipping selection at checkout please feel free to sent me an email.

  Do I have to pay for duties, customs, and taxes?

Items shipped outside of the United States may be subject to customs duties, taxes, and/or charges which are not included in the order total of your order and the buyer is responsible for such expenses. Please check with your country's customs office for more information on charges.

Please refer to our Shipping Policy for more information on international shipping.

> When will I receive my order?

The expected arrival date can be calculated based on the shipping method you choose at checkout.

Giving that the items are shipped from Puerto Rico with standard shipping it might take an estimated 5–8 business days for USA orders and an estimated 10–15 business days for orders outside the United States or its territories.

Due to delays with customs and circumstances such as holidays beyond our control, shipping may take longer than expected for all items.

Please refer to our Shipping Policy for more information.

> My package hasn't arrived yet! what can I do?

If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

Please refer to our Shipping Policy for more information.

> What do I do if I received a defective or damaged product?

SKINCARE WITH KEYLA is not liable for any package or product damaged or lost during shipping. If you received your packaged or product damaged or defective please keep all packaging receipts and contact the shipment carrier to file a claim and get in touch with our customer service.

If you need to exchange it for the same item, send us an email at and send your item to PO Box 14084, San Juan PR 00916, United States.

DO NOT send back your package until you have received a confirmation from us.


> How do I get in touch?

For all inquiries, please email You can also leave a message by clicking our chat widget at the bottom right corner and entering your email address and issue. Live chat assistance is available Monday through Friday from 9 AM–6 PM PST! We are closed on most United States holidays.

We aim to respond to all emails within 24 hours (excluding weekends and holidays).

> What payments methods are accepted? 

We are currently accepting Visa, Mastercard, Amex, Apple Pay, Google Pay, PayPal, Shopify Pay, Venmo, Diners Club, Discover, and JCB. If you don't have any of the current payment methods please contact us at so we can arrange a manual payment.

        Is it secure?

Yes! All forms of payment (and information provided) are secured.

Please refer to our Privacy Policy for more information.

> Do you accept returns or exchanges? 

SKINCARE WITH KEYLA will happily accept returns or exchanges due to change of mind as long as a request to return or exchange is received by us within 14 calendar days of receipt of item and is returned to us in original packaging and unused condition. We are not responsible for any items damaged during transit and we will not accept damaged items for return. Return or exchange shipping will be paid at the customer's expense and will be required to arrange their own shipping.

SKINCARE WITH KEYLA will refund the value of the goods returned but will NOT refund the value of any shipping paid.

Refunds and returns are NOT acceptable for FINAL SALE and/or promotional items.

ONLY Non-Promotional Items are eligible for a return, and refund. Please refer to our Refund Policy for a more extensive explanation.

Please refer to our Return Policy for more information.

> Where's my refund?

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

> How do I withdraw or unsubscribed from promotional emails?

If you change your mind and wish to unsubscribe from our newsletter just hit the unsubscribe option at the end of the email received or contact us at

> What is your privacy policy?

We never share your name, email, or contact information with anyone - ever! If you sign up for the SKINCARE WITH KEYLA newsletter, you can opt-out at any time. When you place an order, you have the option of whether or not to sign up for our newsletter - but you certainly don't have to.

Please refer to our Privacy Policy for more information.