Customer Support
Get in touch
Questions about an order, a product, a return or a refund all come to the same place. A real person reads every message.
Support email
contact@peptydskincare.com
The fastest way to reach us for anything order-related.
Response time
1–2 business days
Monday to Friday, excluding U.S. public holidays.
Damaged, missing or incorrect orders
If your order arrives damaged, is missing an item, or contains the wrong product, email contact@peptydskincare.com within 14 days of delivery. We send a replacement at no cost to you, or refund the item in full if you prefer. There is nothing to ship back to us.
What to include in your message
- Your order number, from your confirmation email
- The email address used to place the order
- Which product or products are affected
- What went wrong — damaged in transit, item missing, wrong product, or never arrived
- A photo of the product and the outer packaging, if the issue is damage or an incorrect item
Including these details in your first message lets us resolve most problems in a single reply rather than several.
Returns, refunds and delivery
- Want a refund? Every order carries a 30-day money-back guarantee, including opened bottles. See our Returns & Refunds policy for the full terms and timings.
- Order not arrived? Check the tracking link in your dispatch email, then read our Shipping policy for delivery windows and what we do about lost packages.
- Need to change an address? Email us within 24 hours of ordering and we will correct it before dispatch where possible.
- Not sure a formula suits you? Tell us about your routine and we will tell you honestly whether a product fits, before you buy.
If your issue is not resolved
We aim to settle every order problem directly, and quickly. If you are not satisfied with the outcome of your first contact, reply to the same email thread and ask for your case to be escalated for a further review. Escalated cases are reviewed and answered within 3 business days.
When you contact us before anything else, we can almost always resolve the matter with a refund, a replacement or an exchange. Contacting us directly is faster than raising a claim with your payment provider, and it does not affect any rights you have under applicable consumer law.
Send us a message
Prefer a form? Fill this in and it reaches the same support inbox. Include your order number if your question is about an existing order.
PEPTYD is a consumer skincare brand selling topical cosmetic products for external use only. Our products are not intended to diagnose, treat, cure or prevent any disease.