Frequently Asked Questions

We value your business and appreciate your cooperation with our cancellation policy. Confirmations are sent out 48 hours before your reserved appointment time. We require that you advise us at least 24 hours in advance if you need to change or cancel an appointment we have held especially for you.

For cancellations made less than 24 hours before the appointment time, 50% of the treatment cost will be charged. Cancellations or rescheduling made less than 12 hours from the original appointment time or failure to appear for your appointment without attempting to cancel your appointment beforehand, the full amount of the service will be charged to your credit card.

For a pre-purchased series of treatments, that missed session will be applied toward the series. Appointments booked for the same day are considered confirmed and cannot be cancelled, to adhere to our 12-hour cancellation policy.

Please understand that we allot a specific amount of time for all services. All appointments have been designed to allow appropriate time for full enjoyment of the service. Late arrival may limit our ability to offer the best experience possible. We allow a 15-minute grace period. After 15 minutes, the appointment is considered missed. Please understand that late arrivals will not receive an extension of scheduled treatments. You will be responsible for the full service.

Unfortunately, we are unable to issue any returns or reimburse any payment transactions on series of treatments that were purchased. We will exchange them for you, to be used for other spa series of equal value or spa credit of equal value.

All prices displayed on our website are subject to change at anytime, and without notice. This includes all single session pricing as well as any series of treatments and promotion.

Our services do not include gratuity. Gratuities are accepted and appreciated. The average gratuity for a spa service is 20% to 30% of the total cost of the treatment. However, the gratuity you leave is entirely based on your satisfaction.

Regular orders are processed within 3-5 business days. Sale orders may take up to 7-10 business days to process, plus extra time for shipping. 

We ship with several carriers. We offer flat rate ($8) shipping in the US for orders up to $199, and free US standard shipping on orders over $299. Xyyla Skin is not responsible for lost or stolen packages once they have been marked “Delivered” by the carrier. If you need your package shipped “signature required,”  or have a history of having packages stolen, please choose that option at checkout for an additional $3 charge. Unfortunately, the “signature required” setting is not available for our international customers.

Express 2-day US shipping is available for a flat fee of $25.00, and usually ships via FedEx. Orders placed before 10AM Arizona Time on a business day will be shipped that day. After 10AM, the order will be packaged and shipped on the next business day.

International shipping will be via FedEx International Economy & FedEx International Priority. We offer free International shipping for orders of $395 or more. Xyyla Skin is not responsible for lost packages once they have left the USA. Xyyla Skin is not responsible for international customs fees or tariffs. 

We greatly value your business and we genuinely thank you for your purchase. Whether in person or virtually, we’ve made a commitment to offering as much product guidance as possible to help you make the best decision before purchasing products from our store. It’s recommended and highly advised to schedule a free consultation with one of our skincare professionals to answer any questions you may have.

We offer a 21-day full refund policy for items that are unused and unopened. Product(s) must be returned in their original packaging. We do not accept returns on opened products.

If you have questions about how to get the best results with your products, or if you are not happy with your purchase, please send us an email at Hello@xyylaskin.com. We are here to help, and can assist with returns or refunds when necessary, as long as you contact us within 21 days of receiving your order.  

We are here to help, and honestly do a Happy Dance when you purchase from our store, and can assist with returns or refunds when necessary, as long as you contact us within 21 days of receiving your order. 

All Craft Series / Limited Edition products are non-refundable. All shipping charges are also non-refundable. Thank You for understanding!