Postage & Delivery
How we deliver
We post products within Australia only. We do not accept international orders.
Australia Post Express is used for all orders except for bulky/large items whereby a suitable courier may be engaged to carry the package instead.
- Orders received prior to 3pm (Tuesday to Friday) will be shipped on the same day.
- Orders received after 3pm may need to be shipped the following day depending on demand.
- Orders placed on Sunday, Monday or public holidays are processed and shipped the next business day.
Delivery Costs
All orders over $99 qualify for free express shipping. This should be calculated automatically during checkout.
A flat rate of $14.95 applies for all orders under $99.
For bulky/large orders a courier may be required and additional shipping costs may apply. We will contact you prior to processing your order to ensure you are satisfied and agree with the applicable shipping costs. If you do not agree with the shipping costs, we will cancel your order and provide a refund.
Large/bulky orders are generally those that contain 15 or more products.
Delivery Time Frames
Delivery times will vary between orders – we'll do our best to let you know when to expect your delivery, however this is largely dependent on the delivery service provider. As a guide, your orders should arrive within 2 to 5 business days.
- Allow 1-3~ business days for deliveries to VIC, SA, NSW and the ACT.
- Allow 2-5~ business days for deliveries to QLD, NT and WA.
During peak periods such as Christmas and New Year, it may take longer.
Your Delivery Address
It’s your responsibility to ensure that your postal address details are accurate and correct. We won’t be responsible for any incorrect or failed delivery if you don’t supply current, accurate and up to date postal address details. If your order is undelivered due to your error and returned to us, we reserve the right to require you to pay further postage fees or terminate this agreement and issue a refund in accordance with this agreement.
Tracking Information
Your tracking information will be sent to the email address and mobile number provided during checkout once your ordered has been packed and is ready to be handed over to our delivery service.
It may take a number of hours (and up to 24 hours) before that tracking information is updated and becomes available on delivery services website and/or app.
Orders Lost or Damaged in Transit
If you’re concerned that your order has been lost, misdelivered or damaged in transit, we ask that you contact us as soon as possible, so that we can investigate. You understand that while we’ll investigate your order, we make no representations as to responsibility or liability for any lost, misdelivered or damaged order.
In the event of items lost or damaged in transit, you acknowledge that our liability is limited to the amount of any compensation we can recover from the delivery service provider, less our reasonable costs of investigating and applying for any compensation, unless otherwise required by law.
Risk
By default, all orders are given authority to leave unattended, assuming it's safe to do so. If a delivery driver deems it unsafe, then your parcel will be taken to the closest local post office. We have no control over whether a parcel gets left unattended or not. This decision is at the sole discretion of the delivery driver delivering your parcel.
If you require a signature on delivery, you must select this option during checkout. Additional fees will apply. A Signature on Delivery does not require that "you" sign for the order, but that someone must sign for the order. If the package cannot be signed for at the postal/delivery address provided, the package is taken to the closest Local Post Office.
Unable to Supply
We do our best to ensure that all products shown as "in-stock" are in fact "in-stock". Unfortunately, errors can occur from time to time which may result in you being able to place an order and pay for a product that we do not have in-stock. If this occurs, you will be notified via email and refunded the amount for the out of stock product. The remainder items will be processed and shipped as normal. If you qualified for Free Shipping prior to the refund, it will still apply after the refund.
Click & Collect / Local Pickup
If you wish to pick up your order in person, please select Click & Collect during checkout.
Orders will generally be available for pickup within 1-2~ hours, however you must wait for confirmation (sent via email and SMS) before visiting us to collect. Please bring valid photo identification with you. If we can not verify who you are, your order will not be released.
All orders must be collected within 5 business days.
Returns & Refunds
Change of Mind
We do not offer refunds for change of mind purchases.
Exchanges
If you would like to exchange your item(s) for something else (or a store credit), we are happy to do this providing:
- The item(s) you wish to exchange are unopened/unused, in original packaging, and in as-new condition (as you originally received them).
- Shipping costs both to and from us will be your responsibility.
- You must ensure the item(s) you wish to exchange are packaged and sent back to us safely and securely. If we receive the item(s) in a damaged/faulty state, no exchange will be offered.
- You must notify us within 7 days from the date of delivery that you wish to exchange the items. We must receive the item(s) you wish to exchange within 14 days from the date of delivery.
We use the tracking information provided by Australia Post to determine delivery date.
Please choose your products carefully. If you're unsure if a product is suitable for you, please contact us before purchasing. We're here to help!
Faulty Items
If an item you have received is faulty, we will attempt to rectify the faulty. If the fault can't be resolved, we will replace the item free of charge.
We may ask you to send us photos highlighting the fault.
You must contact us within 7 days from the date of delivery. We must receive the faulty items item(s) within 14 days from the date of delivery.
Allergies / Reactions
We do not offer refunds or exchanges for products that are deemed to have caused any kind of allergic reaction. If you experience an unexpected reaction to a product, stop using it immediately and seek professional advice.
Although cosmetic products are generally considered safe and suitable for most people, and reactions are rare, not all products are suitable for everyone. If you're unsure and would like advice prior to purchasing, please contact us. We can not guarantee that reactions won't occur, but we will do our best to help mitigate them.
There are no guarantees that your skin won't react with certain products and/or ingredients. Everybody is different and what works for one person may not work for another. For this reason, you take full responsibility for the purchase and understand that should a reaction occur, no refunds, credits or returns will be accepted and Skintellect Solutions Pty Ltd can not be held liable or accountable.