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When will my item be delivered?
Once your item has been dispatched, you will receive an email to the e-mail address you placed your order with. Items ordered using a Next Day Delivery service before 3pm will be dispatched the same day, and Standard Delivery orders will be dispatched up to 2 days from ordering (although we aim to dispatch everything as soon as possible!). If you believe your item is running behind schedule, please contact our customer service team, and they will help you track your item.
What is the cut off for next day delivery?
Orders placed Mon-Fri before 3pm with Next Day Delivery will be dispatched that day. Orders placed after 3pm, at weekends, or on public holidays will be dispatched the following working day.
My tracking number does not work.
If you have only just received your shipment email, your tracking information won’t work right away. This is because the information hasn’t yet been processed by the courier, so don’t panic! Please wait until 6pm that day before contacting us to see if there is a problem with your shipment.
Do you offer express delivery?
We offer express delivery for mainland UK only. The two types of express delivery are Next Day (£5.95) and Next Day Guaranteed Before 1pm (£9.95). Please see our Delivery Page for more details.
Do you deliver internationally?
We deliver our products worldwide - please see our Delivery Page for details of countries, prices and delivery times.
Where can my item be delivered?
We can deliver to any residential or company address worldwide. However, if you would like to use a click & collect service, you will have to arrange this via your local collection point before entering the collection address as part of your order as we cannot be held responsible for deliveries to supermarkets, post-offices or collection points once they have been signed for.
For customers local to the London area, we can also have your order delivered to either our Watford or Waterloo stores using the store collection delivery method.
Can I return an item?
All of our items come with a 30 day money back returns policy and can be returned as long as they are in their original condition and packaging. This excludes hosiery. All returns from skintwo.com must be processed via our returns system before they are sent back to us. Orders placed via a third-party marketplace such as Amazon have to go through that marketplace’s returns system.
To access the returns system, please click here.
If you would like to return an item you have purchased in-store, please be aware we offer store credit only unless the item has a manufacturing fault. If you wish to return a store-bought item it will have to be returned to one of our stores, please see our shop page for their locations.
All returns are checked upon receipt and we will not be able to refund or exchange orders that have been damaged after you received them.
You can see our entire Returns Policy here.
Have you received my return?
We recommend that returned items are tracked and proof of postage is retained. It can take up to 5 working days after receiving a return at our depot to process your refund or exchange. If it has been longer than 5 working days, please email firstname.lastname@example.org with your tracking number and we will be able to help you.
Please note: If your return was sent in without your order receipt or returns number, we may not be able to identify your returned items, which can delay or prevent a refund/exchange altogether.
Do you offer free returns?
We currently don't offer free returns. You can choose your preferred method to ship your return, but we do recommend a tracked service.
If your item is found to have a manufacturing fault, we can reimburse your postage costs upon inspection of the faulty item up to the amount of £7.50, or supply you with a free returns label. This does not include latex items that have been damaged since you received them from us.
What will show on my bank statement?
The transaction will appear under the name "HNR Ltd" on your statement.
Do you store my details?
What will my delivery look like?
All parcels are discreetly packed (brown parcels or grey bags) and it is not possible to view their contents. Our company is not mentioned on the parcel, however Royal Mail require a return address which is listed in small print on the address label.
How do you use the size charts?
We have a number of size charts for the different ranges of clothing we make, whether this be gloves, stockings or clothing. Please view the product page of your choice or you can view all of our size charts on our sizing page here. If you have any questions about sizing that aren’t included in the size chart, please contact our customer team who will endeavour to help you with your query.
Do you sell made-to-measure or custom items?
At the moment we are unable to cater for custom clothing requests. This includes latex and PVC requests for different sizes or colours than listed on our website.
Do you have a shop?
Our flagship store is located in the heart of London, a couple of minutes walk away from Waterloo station. We also have a showroom which is open to the public at our Watford HQ. For more information visit our store pages- Watford or Waterloo.
Can I amend or cancel my order once it has been placed?
If you have placed an order in error or made a mistake on an order, you need to call our Customer Services team as soon as possible to let them know to amend or cancel the order before it is dispatched. If you email us, we may not see it until after the order is dispatched - it is always faster to call us for order cancellations. Our customer service number is +44 (0) 1923 813460.
If your order has already been dispatched, we are unable to amend or cancel the order until it has been returned to our Watford depot, where we can process a refund. If your unwanted order is in transit, please simply refuse delivery from the courier and they will return it to us at no extra cost.
Can I leave a review?
You can leave a review about your shopping experience with SkinTwo via our review partners. If you have opted in to receive emails, we will send you a link to complete a review after you have received your purchase. If you would like to leave a review for a specific product you can do this via our website using our 5-star system.
Can you repair/alter my latex or PVC clothes?
If your items are from SkinTwo we can occasionally offer repairs or alterations. Whether or not we can perform your desired repair or alteration is judged by our in-house designers on a case-by-case basis. In order to judge whether we can repair or alter your item, we will need you to email us a description of what is needed as well as any relevant images. We will review these images and let you know whether or not we are able to fulfill your request, at which point you will need to send the item to us. There will be a cleaning charge added if your item is heavily shined or soiled, so please clean your garment before sending it to us.
Can I pick up my items in-store?
When placing an order online, you can select Store Pickup as your delivery method. Once you select which store you would like to collect your order from, it will be delivered there for you to collect at your convenience. Please note deliveries to the Waterloo branch can take up to 5 working days.
Can I try things on before I buy?
You can try on most garments at our Waterloo or Watford stores with the exception of intimate items such as hosiery and underwear. Whether or not a garment is deemed an intimate item is at the discretion of the store staff present. If you would like to check before your visit whether or not you will be able to try on a specific item, please call us on 0207 401 8219 (Waterloo) or +44 (0)1923 813 460 (Watford).
We cannot send out stock to a residential address for you to try items before you purchase them from us, but you can try on items of a non-intimate nature and return them for a refund if you purchase them first.