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Track an order

Where is my order

All items displayed on our web-site are in stock unless otherwise indicated on the product page. We love our customers and we work hard to ensure all orders received before 3pm are despatched on the same working day. 

At the moment we have a success rate of well over 99% of orders disptached and delivered on time, so you can be confident of receiving your order fast and when you expect it. Occasionally parcels do arrive late and on vary rare cases they can get lost in the mailing system. Unfortunately this happens in any business, regardless of how well organised and run it is. This is especially true when we have to rely on third party couriers or mailing companies such as the Post Office. If you don't receive your order in time - please do not panic. We have made tracking orders and requesting help as simple as possible. Below we describe what to do if your order doesn't arrive when you expected it.

 

For all orders

When we dispatch orders we send an email with the relevant information including the mailing/courier service used, estimated delivery date, tracking number if applicable and a unique order reference number. If you haven't received this email please check your spam or junk folder, they can sometimes be found in there. If you still can't find the email do not worry, we have developed our system to make it as easy as possible to help you.

With the unique order number you can use the Track An Order form at the bottom of this page and enter the order number along with your email address. Click submit and you'll be given an order status. If your order has been dispatched it will say so and give you a link to the courier company used. If tracking is possible, you can find out where your order has got to within the mailing company or couriers system. If you haven't received the email or do not have the unique order reference number to hand you can login to your account and check the status from there. Simply click on "My Orders" and select the order you are missing to view the despatch and tracking information where applicable.

If you still have no luck in locating your order please read the courier/delivery service specific help below. In the event that this still does not help, please contact us. Simply email sales@hollywoodskin.com with your name, address, order number, and as much information as you can provide and we will do our best to locate your order and resolve any issues.

 

Standard Saver 

Orders sent by this service should be delivered within:

Domestic (Sweden): 3-5 business days

Europe: 5-10 business days

International: 7-14 business days

Please note, these are just our experience, times may vary.

Once the parcel leaves Sweden it is no longer traceable. For this reason we do not pay for this facility. As such international orders are not traceable. Should you not receive your order please wait four weeks from receiving your despatch email. If after that time it has not arrived please contact us and we will do whatever we can to help resolve the problem and get your order to you as quick as possible. Often when orders go missing we have found that the parcel is awaiting collection or redelivery from the customers local sorting office. The local sorting office will hold onto your parcel for 7 days and can be contacted by phone to confirm. Sometimes (on rare occasions) the postman will not leave a calling card which is usually the cause of most queries we recieve. Please contact your local sorting office first as they will more than likely have it. Please remember to take ID with you should you opt to collect your parcel from your local sorting office. If they do not have your parcel and the tracking information provides little or no useful information, contact us and we will help resolve the problem. 

 

EMS International Express 

Orders sent by this service should be delivered within:

Domestic (Sweden): 1-3 business days

Europe: 2-5 business days

International: 2-8 business days

Please note, these are just our experience, times may vary.

In the event that your order is late, please attempt to track the package using the tracking number we have sent you in the despatch email. This information is also available in the "My Orders" section of your account. 
Often when orders go missing we have found that the parcel is awaiting collection or redelivery from the customers local sorting office. The local sorting office will hold onto your parcel for 7 days and can be contacted by phone to confirm. Sometimes (on rare occasions) the postman will not leave a calling card which is usually the cause of most queries we recieve. Please contact your local sorting office first as they will more than likely have it. Please remember to take ID with you should you opt to collect your parcel from your local sorting office. If they do not have your parcel and the tracking information provides little or no useful information, contact us and we will help resolve the problem.

 I received my tracking information, but nothing has showed up yet?

You will receive your tracking information as soon as out warehouse prints out the shipping label for your package. However, tracking information can take up to 24 hours to update.

 

Please Note

When we refer to days, regarding delivery we refer to normal working days. This is Monday-Friday excluding public holidays.

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