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Frequently Asked Questions
I am a new customer, how do I place an order?
New customers can create an account on the My Account page. Once products are added to your shopping bag, follow prompts to the checkout. If you experience any problems, contact us on the toll free number 1300 881 216
How do I confirm my order has been processed?
Upon completion of your order, a confirmation page will appear and an email will be sent with your receipt. Please contact us immediately on 1300 881 216 if you have not received this confirmation.
How do I qualify for free shipping?
Delivery within Australia is free for orders over $50. Please see our our delivery page for more details.
Do you ship overseas?
Unfortunately we can only ship within Australia and to New Zealand. Watch this space for updates.
Is the website safe?
SkincareStore uses the top of the line encryption technology to protect our customer’s sensitive information to ensure it cannot be read. Please call our customer service team for any further questions.
How do I track my order?
Once an order has been despatched from our warehouse, you will receive an email notifying you that your order is on its way. You will be provided with a tracking number which can be used on the Australia Post website.
My product won’t come out!
There a few products which use an airless pump system and sometimes it may get stuck and the product wont come out straight away. Examples are the ASAP Advanced Eye Repair and MD Formulations gels.
A trick to releasing to this pump is to use a paper clip or pin to apply pressure to the hole at the base of the bottle. Try the pump a few times and this should release its contents.
I have an enquiry about an existing order
You can email the customer service team at customerservice@skincarestore.com.au.
Alternatively, please call us directly on the toll free number 1300 881 216. Please have your order number ready so we can easily retrieve your customer details.
What happens if a product is out of stock?
Products are replenished on a regular basis, but we cannot always predict when an item will sell through or when a shipment to our warehouse will be delayed. Our website is updated daily to show you what is in and out of stock, please watch the stock status which displays on each item.
In the case of an out of stock item, we will contact via email or phone, notifying you of a short delay in the orders shipment and your order options.
I have ordered the wrong product/ or it is unsuitable for my skin
We offer a no fuss returns policy for products returned within 30 days of receipt. For further details, please see our Returns page. Alternatively please email your questions about your return at returns@skincarestore.com.au
How long does my refund take?
Our customer service team will be in contact with you once your returned product(s) has been received. A refund will then be issued. Please allow up to 3-5 working days for the amount to be received back in your account. (Please note this process depends on banks)
Do you have a shop I can visit?
Yes, The SkincareStore Salon is located at 664 Darling St Rozelle, NSW Click here to see us on the map Please contact the salon on (02) 9555 9888 or email at salon@skincarestore.com.au for any questions or to book a fabulous $39 Facial
Do you have a Hair Salon?
Yes, we have one of those too. If you are interested in our hair salon please call us on 1300 881 216
How do I unsubscribe from SkincareStore emails?
On every SkincareStore promotional email, you will find a link to unsubscribe in the email’s footer. Please allow up to five business days for your email address to be removed from our database.
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