Customer Service

Shipping and Delivery

Shipping and Delivery is the charge for internet order processing, item selection, packaging, transport and handling. We don’t guarantee delivery times, but we do our best to provide accurate estimates.

Deliveries occur only on weekdays. Shipping and Delivery charges are subject to change and are determined when you order. Estimated delivery time assumes orders are placed before 12:00 noon (PST). Orders you place with Luma late on Friday or on Saturday will not be processed until Monday. Charges may be added to orders with Priority, Overnight and International shipping if we try unsuccessfully to deliver your order more than once.

Delivery addresses in Alaska, Hawaii, Puerto Rico, and Guam should add an additional $5.00 charge for standard Shipping & Delivery. Orders arrive in 7 to 9 business days when ordered before 12:00 noon (PST).

*before tax and additional charges
**after processing if ordered by 12:00 noon PST

Returns and Replacements

We want you to be completely happy with your Luma order. If for any reason you are not satisfied, we will gladly accept your timely return of unworn, unwashed, or defective merchandise. Used merchandise cannot be returned unless defective. Returned merchandise should include the vendor packaging and tags and be in the same condition as when it was received. A pickup and/or restock fee may apply. Merchandise must be returned within 30 days of receipt of merchandise.

Returning Gifts

When returning a gift, a Luma Gift Card will be issued to the gift recipient for the amount of the returned merchandise. The card can be used for purchases from any Luma store, and online. In compliance with Federal law, for gifts valued at more than $2,000.00, the recipient will receive a check rather than an Luma Gift Card.

Returning Merchandise by Mail

On the back of the packing slip enclosed with your Luma order, please note the reason(s) for return and whether you wish to exchange the item(s) or receive a credit/refund (depending on the original form of payment).

Enclose the return section of the packing slip with your item(s). Please use one of the return labels provided on the front of your packing slip to ensure proper return address and credit information. Restricted items must be returned using ground transportation.

Please allow 10 to 14 days for Luma to process your return.

1. FAQ

SHIPPING & DELIVERY

• How long does delivery take?

  Delivery times vary depending on the selected product and final destination. Orders are processed within 24 hours after confirmation. An estimated delivery date is provided with each order.

• Where do you ship?

  We ship worldwide!

• What are the shipping costs?

  Shipping is free within Switzerland. For other countries, fees are automatically calculated at checkout.

• How can I change my delivery address?

  You can change your address during checkout. Click “edit” under the initial address and enter the new one. You can save up to four addresses.

• Can I choose the “Pick Up” option if I live outside Switzerland?

  Yes, but orders must be picked up at one of our stores located in Switzerland.

• How long do I have to pick up my order?

  Pick-up orders are held in-store for 15 days.

PROMOTIONS

• Where can I find my promo codes?

  Under the “My Account” and “More” tabs in the app.

• How long are promo codes valid?

  Each code shows its own expiration date.

• Are promo codes valid on the website?

  Promo codes from the app are only valid in stores. To receive online offers, register on skinis.ch and you’ll receive promotions by email.

• Are promo codes valid in stores?

  Yes, you’ll receive special offers for in-store use.

RETURNS & CUSTOMER SERVICE

For details on returns and after-sales service, please go to “More” -> “Returns / Customer Service”.

PRODUCTS

• How long does a customized case last?

  Up to 5 years if cared for properly and not exposed to extreme temperatures or frequent friction.

• Is the product toxic?

  No, Skinis uses 100% eco-friendly materials that are safe for the skin.

• Care instructions:
  • Keep away from extreme temperatures
  • Minimize friction with sharp objects
  • Handle with clean hands
• What products can be customized?

  Cases for Apple, Samsung, Huawei, and Wiko smartphones, as well as Apple and Samsung tablets.

• Customization time:

  In-store: 10 to 35 minutes depending on the device/design
  Shipped orders: 2 to 10 days depending on complexity

• What sets Skinis apart?

  Skinis uses a proprietary high-quality thermal printing film, unlike competitors who rely on basic vinyl adhesives. This process creates a water-resistant, long-lasting, vibrant result.

• What happens to my images/texts after printing?

  All user content is deleted after use, unless you choose to save your design to your account. Data is handled in strict accordance with Swiss data protection law.

2. RETURNS / CUSTOMER SERVICE

1. Defective product:

   You may return a defective product for a replacement or refund within 7 days of receipt, provided you request return authorization within 2 days.

   Defects include physical damage (scratches, cracks, tears) or electronic failure (charging, connectivity).

   Contact: sav@skinis.ch

2. Right of withdrawal:

   You can return your order within 14 days without justification, unless marked “non-returnable”.

3. In-store returns:

   Returns within 14 days are accepted free of charge in all SKINIS stores. Bring your invoice and delivery note. Refunds are processed using the original payment method.

4. Returns by post:

   Returns accepted within 14 days via mail. Use a padded envelope and affix sufficient postage (refunded upon proof). Return to:

   SKINIS SHOP XXL, 22 Rue des Alpes, 1201 Geneva, Switzerland

5. Exchanges follow the same conditions as returns.
6. Exchanges are in-store only.
7. Personalized SKINIS are not returnable/exchangeable unless defective.
8. Products must be unused and returned in original packaging.
9. You are responsible for product devaluation caused by misuse.
10. For special cases, contact:

    sav@skinis.ch

3. LEGAL NOTICE & PRIVACY POLICY

LEGAL NOTICE

1. GENERAL INFORMATION
   • Operated by SWISSAM GENEVA CORPORATION Sàrl, 22 Rue des Alpes, 1201 Geneva, Switzerland.
   • Contact for site-related inquiries is exclusively via email.
   • Terms apply to all orders made online, via app, or in-store.
   • Only individuals over 16, acting on their own behalf, may order.
   • Product availability may vary and can be discontinued without notice.
2. PAYMENT METHODS
   • Secure payments by credit card, debit card, Postcard or BVR.
   • Gift cards and credit notes are also accepted.
   • Invoices are sent by email.
3. PRICES & SHIPPING FEES
   • Prices in CHF (incl. VAT) for Switzerland; in EUR (incl. VAT) for international.
   • Fees are shown during checkout; same for all order sizes/weights.
   • Online and in-store prices may differ.
4. ORDER CONFIRMATION
   • Confirmation sent by email after order is placed.
   • In case of issues, refund will be processed using original payment method.
5. DELIVERY
   • Orders are processed diligently. Delivery timeline is provided at checkout.
   • If delayed, contact: sav@skinis.ch
6. SITE USAGE
   • SKINIS is a registered trademark. Unauthorized use is prohibited.
   • Clients must not interfere with site security or use bots/scripts.
   • Violation may result in account suspension.
7. PRODUCT DETAILS & COLORS
   • SKINIS strives for accuracy in product descriptions.
   • Colors may vary depending on your screen.
8. RETURNS & DEFECTS
   • See “Returns / Customer Service” for full policy.
   • Return deadlines: 7 days (defect), 14 days (withdrawal).
   • Transport damage qualifies as defect.
   • Refunds exclude shipping fees unless SKINIS is at fault.
9. CLIENT RESPONSIBILITY
   • You are responsible for your uploads and ensuring image rights.
   • SKINIS is not liable for user-submitted content.
   • Strong passwords are encouraged.
10. SKINIS LIABILITY
    • Liability is limited to legal obligations and total order value.
    • SKINIS is not liable for indirect losses or force majeure events.
11. CHANGES TO TERMS
    • Terms may be updated anytime without prior notice.
    • The applicable version is the one at the time of order.
12. APPLICABLE LAW & JURISDICTION
    • Governed by Swiss law. Jurisdiction: Geneva, Switzerland.

4. PRIVACY POLICY

1. Data Controller
   • Swissam Geneva Corporation Sàrl
   • 22 Rue des Alpes, 1201 Geneva, Switzerland
2. Data Storage
   • Data is stored on servers located in Switzerland.
   • For transfers outside the EEA, we use Standard Contractual Clauses and visual protection measures.
3. Data Access
   • Only internal staff have access to your data.
   • Data is never sold or shared for commercial purposes.
4. Legal Basis for Processing
   • Data is collected for contract performance, customer service, and marketing with your consent.
   • In some cases, processing is based on legitimate interest (e.g. security, fraud prevention).
5. Your Rights
   • Access: Request your personal data anytime
   • Correction: Update or fix incorrect data
   • Portability: Receive your data in structured format
   • Erasure: Request deletion of your data unless legally required to retain it
   • Objection: To processing based on legitimate interest
   • Marketing Opt-out: Unsubscribe from emails anytime
   • Restriction: Request temporary processing freeze under certain conditions
   
   

   To exercise your rights, contact: data@skinis.ch