COMMON QUESTIONS

OUR MOST COMMONLY ASKED QUESTIONS ANSWERED BELOW

ORDERING

Can I make an order over the phone?

You can order online or over the phone. Our Skin Experts can send you a recommended products list direct to your Skin Portal after a virtual skin consult, or you can order over the phone during normal business hours by phoning us on 1800 MY FACE

See our operating hours on our Contact Us page

How do I know if my order was received?

You will receive a confirmation email from us within 15 minutes of placing your order (usually right away). If you haven't receive a confirmation email, check your Spam / Junk folder first and if you cannot locate it, you can contact us to confirm.

Do you offer Pickup (click and collect)

On most items, we do offer Pickup from our clinic locations.

If the item is available for pickup, it will give you that option on checkout.

If you are ordering multiple items, pickup will only be an option where all items are available from that location.

Check out our current locations.

Do you offer Gift Vouchers in-store or online?

Good news, our Gift Cards are available to be purchased in-clinic or online.

If you're looking to purchase a Gift Voucher online, follow this link

Having issues placing your order or checking out?

If you experience issues placing your order or checking out, you can contact us and we can help you to complete your purchase. If we're not available at the time you're having issues, you can email, text or direct message us with your details and we will get back to you as soon as we reopen.

If you are receiving any sort of error message, please take note of the error message so you can share it with us.

SHIPPING

How long does it take to receive my order?

We typically dispatch orders in-stock within 1-2 business days from the date of your order. In times of high demand/ sale periods, dispatch time may take a little longer.

We use Australia Post as our shipping partner and will send you a tracking number once it's been dispatched so you can keep track of your order. If you have any issues, please contact us

Is shipping free?

We offer Free Shipping within Australia for orders over $75. To help you know how you're going you will typically find a prompt in the announcement bar at the top of the screen, and in the cart. Orders under $75 are competitively priced for your convenience.

We ship worldwide and the amount will appear on the checkout when you type in your International address.

What shipping carriers do you use?

We use Australia Post for the vast majority of our orders. On the odd occasion we may hand-deliver your order if you're close to one of our clinics.

We also offer the convenience of pickup on eligible items, if you live near one of our clinics.

I need my product(s) fast. What are my options?

Good news, we offer pickup on selected in-stock items from your local clinic which is the fastest way for you to get your order. If you order before 2PM orders are usually available same-day.

We also offer express shipping items, you'll just need to select this at the checkout.

How long does it take to receive my order?

We typically dispatch orders in-stock within 1-2 business days from the date of your order. In times of high demand/ sale periods, dispatch time may take a little longer.

We use Australia Post as our shipping partner and will send you a tracking number once it's been dispatched so you can keep track of your order. If you have any issues, please contact us

Is shipping free?

We offer Free Shipping within Australia for orders over $75. To help you know how you're going you will typically find a prompt in the announcement bar at the top of the screen, and in the cart. Orders under $75 are competitively priced for your convenience.

We ship worldwide and the amount will appear on the checkout when you type in your International address.

What shipping carriers do you use?

We use Australia Post for the vast majority of our orders. On the odd occasion we may hand-deliver your order if you're close to one of our clinics.

We also offer the convenience of pickup on eligible items, if you live near one of our clinics.

I need my product(s) fast. What are my options?

Good news, we offer pickup on selected in-stock items from your local clinic which is the fastest way for you to get your order. If you order before 2PM orders are usually available same-day.

We also offer express shipping items, you'll just need to select this at the checkout.

RETURNS AND EXCHANGES

What is your return policy?

You can find a copy of our returns policy in our Returns Centre, along with our Returns Request form to complete if you want to return an item, or dispute a charge.

I'm missing a product from my order, what do I do?

From time to time, these things can happen and we know this can be really annoying.

Please just head to our Returns Centre and complete a returns request, telling us what's happened and we will arrange for your missing item to be sent ASAP.

What do I do if I receive a faulty item in my order?

Occasionally during shipping, products or packaging can get damaged. We're sorry that you've received a damaged or faulty item.

Please just head to our Returns Centre and complete a returns request, telling us what's happened and we will work to get that sorted for you ASAP.

Will you refund the shipping charges on my parcel?

If your entire order is returned to us as a result of our error, we will refund your entire purchase, including shipping.

Where you are returning items as a result of change of mind, we do not refund shipping charges.

How long does the returns process take?

For orders within Australia

On average, it takes up to 2-3 business days for us to receive your return. From here, we require another 1-2 business days to process your return. If we do not need to contact you for any further information, we will process your refund, credit or exchange as soon as we've assessed your return. Refunds can take on average 1-3 days to hit your account, depending on your bank.

For orders outside of Australia:

We try our best to make the returns process as quick as possible, but for returns coming from outside of Australia, the process can be a sightly longer. We generally receive returns 7-10 days from when you send them off, depending which postage option you choose. From here, we require another 1-2 business days to process your return. If we do not need to contact you for any further information, we will process your refund, credit or exchange as soon as we've assessed your return. Refunds can take on average 1-3 days to hit your account, depending on your bank.

I've had an allergic reaction to one of my products?

If you suspect you've had an allergic reaction to one of the products you've purchased, ensure you stop using the product immediately. If you require medical attention you should seek it.

You just need to complete our Returns Request, and follow the processes on there, which require the product to be at least 75% full, and you may need to document your experience, along with photos to support your claim. Allergic reactions are serious and we work with our suppliers to ensure you're taken care of ASAP.

We obviously offer Virtual Consultations where you can speak with one of our Skin Experts prior to purchasing any products - this way they can assess your skin health & wellness, and make recommendations specific to you.

CONTACTING US

How do I contact Face Mediskin

Getting hold of us should be easy, and we've tried hard to make it that way.

You can contact us by:

  • Email
  • Phone
  • SMS
  • Direct Message

 

See our Contact Us page for details on how best to get hold of someone.

Can I get advice or a skin consultation before I purchase?

We pride ourselves on being the happy place for your face and we want your experience to be amazing, always!

If you're unsure of what is best for you and your skin or feel more comfortable about speaking with an expert first, we offer a complete skin health and wellness consultation either in-clinic or virtually online.

You can book an online or in-clinic Skin Consult here

Can I visit a clinic to get the products I need?

Of course you can. You can phone and make a booking, or book online here

Check out our Contact Us page for clinic locations, trading hours and contact details.

STILL HAVE QUESTIONS?

Phone 1800 MY FACE

SMS +61 426 306 188

  hello@facemediskin.com.au