30 DAY RETURNS*
We are happy to offer a store credit, exchange, or refund on an item you've purchased from us within 30 days of your order date - simply complete a Returns Request Form below to get started.
Your statutory rights and consumer warranties apply. Here are some of the common return reasons and summary of what to do.
Change of Mind
- Change of mind
- Ordered more than you needed
- Took too long to arrive
- Not the quality you were expecting
Products must be returned in the same condition that you received them, including packaging, tags, labels, etc. in order to be eligible.
Incorrect item received
Product or parcel damaged on arrival
Faulty products or warranty issues
Please complete a returns request within the warranty period and one of our team will contact you to discuss next steps.
Please complete our returns request below as soon as possible and we will contact you to discuss next steps. Returns due to allergies must be at least 75% full when they arrive back to us and we will need as much information as possible so that our skin experts can assess against our supplier’s Reaction Returns Guidelines, which often requires photo evidence.
We recommend you stop using the suspected product immediately.
Conditions for standard returns
- Product(s) must be in the same condition that you received them in (including packaging, tags, labels, etc.)
- If the item you are returning belongs to a set, you must return the set as a whole.
- If returning an entire order, or part of an order, any promotional item(s) must also be returned (e.g. buy X get Y or free X with purchase over Y, etc.)
Items that cannot be returned for change of mind *
- Gift cards
- Equipment and electrical items
Here's some information which might help you in deciding about your return.
Will I need to pay for my return postage?
We currently do not offer free returns for standard returns or change of mind. We have a simple returns process and want you to be confident shopping with us. For items received in error or damaged on arrival, we will provide you with reply paid returns label. Simply complete the returns request form to get started.
How long will my return take?
Once you complete your returns request form, you can expect to hear from us within 2-4 days. You're returning your items to us in Sydney which should usually take 2-3 days within Australia and we will assess them within 2 days of arriving. In total, the process is estimated to take about 1 week. If you would like an update on the status of your return, please contact us.
For customers outside of Australia, the returns process is expected to take 10+ business days. We will do our best to process your return as quickly as possible.
What if my change of mind return is not in original packaging / condition
What happens I receive a different product than the one I ordered?
We will do our best to solve this for you as quickly as possible. All you need to do is complete a returns request form, provide as much information as possible and we will contact you to discuss options. If the product you received is comparable, one of our skin experts will contact you to confirm.
What happens if I have a reaction to one of the products I ordered?
If you have a suspected allergic reaction to a product, firstly please stop using the product immediately. You need to complete a returns request form and supply as much information as possible for us to assess your return. You can contact us directly if you want to discuss your situation in urgency.
Our skin experts need as much information as possible to assess your return. This information is gathered to meet our supplier’s Reaction Returns Guidelines, which often requires photo evidence of the reaction and no more than 25% of the product used upon return.
One of the big reasons we offer a Virtual Skin Consultation is to ensure we prescribe you with the best products to suit your needs.
What if my electrical item or equipment has a fault?