Shipping & Returns

Everything you need to know about getting your Skinluxe order to your door, looked after in transit, and returned if something isn’t quite right.

At a glance

• Standard shipping: $8 — FREE on orders over $99
• Express shipping: $10
• Dispatch: Same business day if ordered before 1pm AEST (Mon–Fri)
• Carrier: Australia Post, fully tracked
• We ship: Australia-wide only
• Returns: 30 days on unopened products; full refund (does not include shipping fees) or store credit

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Order processing & dispatch

Orders placed before 1pm AEST on a business day (Monday to Friday, excluding Victorian public holidays) are dispatched the same day. Orders placed after 1pm, on weekends, or on public holidays are dispatched the next business day.

Sale & promotional periods

During sales (Black Friday, Boxing Day, EOFY, brand promotions and similar) please allow 1–5 business days for dispatch. Every order is hand-packed by our team in Brighton — thank you for your patience during these busier weeks.

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Shipping options & costs

We ship Australia-wide via Australia Post, with full tracking on every order.

Standard shipping

• $8 flat rate, or FREE on orders over $99
• Estimated delivery: 3–7 business days (metro) / 5–10 business days (regional, WA, NT)
• Tracked end-to-end

Express shipping

• $10 flat rate
• Estimated delivery: 1–4 business days, depending on your postcode
• Priority handling through the Australia Post Express network
• Tracked end-to-end

Delivery timeframes are estimates provided by Australia Post and are not guaranteed. They can extend during peak periods, weather events, or postal disruptions outside our control.

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Tracking your order

A tracking link is emailed to you the moment your parcel is dispatched. You can also track it through the Australia Post app or at auspost.com.au.

If 5 business days have passed since dispatch and your tracking still shows no movement, email us at skinluxe@gmail.com with your order number and we’ll investigate immediately.

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Where we ship

We currently ship within Australia only. We do not offer international shipping.

We deliver to all Australian residential addresses, business addresses, PO Boxes, Australia Post Parcel Lockers, and Parcel Collect points.

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Shipping insurance

A $2.95 shipping insurance add-on is automatically included at checkout. This protects your order against loss, theft, or damage in transit.

If you choose to remove insurance, you accept full responsibility for the parcel from the moment it leaves us. Should an uninsured parcel be lost, stolen or damaged in transit, Skinluxe is unable to refund, replace or reimburse the order.

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Uncollected parcels & return to sender

When Australia Post is unable to deliver your parcel directly, for example, no one is home and the address isn’t safe to leave, the parcel is taken to your nearest Australia Post collection point (a Post Office, Parcel Locker, or Parcel Collect location).

Australia Post will notify you that your parcel is awaiting collection by:

• A text message to the mobile number on your order
• An email to the email address on your order
• A physical collection card left at your delivery address

Australia Post holds parcels at collection points for 10 business days. If a parcel is not collected within this window, it is automatically returned to us as Return to Sender (RTS). This is an Australia Post policy and is outside our control.

When an RTS parcel arrives back at our warehouse, we’ll email you within 1 business day to confirm and outline your two options.

Option 1 — Have your parcel re-sent

We’re happy to send your order back out. A re-delivery fee is payable before re-dispatch, to cover the original postage we’ve already paid Australia Post plus the new shipping label:

• $8 if you’d like it re-sent via Standard shipping
• $10 if you’d like to upgrade to Express

We’ll email you a secure payment link. Once paid, your order is re-dispatched the next business day.

Option 2 — Cancel your order for a refund

If you’d prefer to cancel rather than have the order re-sent, we’ll refund the product cost only. The original shipping cost is non-refundable in change-of-mind situations, as we have already paid Australia Post to deliver and return the parcel.

If your original order qualified for free shipping (over $99), the outbound postage cost of $8 that we covered on your behalf will be deducted from your refund.

How to avoid this

Uncollected parcels are stressful for everyone, so a few quick checks at checkout go a long way:

• Double-check your delivery address before paying
• Make sure the mobile number and email on your order are current — this is how Australia Post will contact you
• Add safe-drop / authority-to-leave instructions in the order notes if you’re happy for your parcel to be left without a signature
• Keep an eye on your texts and emails after dispatch
• Collect promptly when you receive a notification from Australia Post

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Incorrect or incomplete addresses

If an incorrect or incomplete address is provided at checkout and the parcel is returned to us, the same re-delivery fees outlined above apply ($8 Standard / $10 Express).

We’re unable to amend an address once an order has been dispatched, so if you spot a mistake, please contact us at skinluxe@gmail.com within 1 hour of placing your order and we’ll do our best to update it before it leaves us.

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Damaged, missing or incorrect items

If your parcel arrives damaged, an item is missing, or you’ve received the wrong product, please email skinluxe@gmail.com within 7 days of delivery with:

• Your order number
• A photo of the outer packaging (for damage claims)
• A photo of the affected product(s)
• A short description of the issue

We’ll replace the affected items at no charge, including return postage where applicable. If a replacement isn’t possible, we’ll refund the affected items in full.

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Returns

We want you to love what you’ve ordered. If something isn’t quite right, here’s how returns work.

Change of mind — unopened products

We accept change-of-mind returns within 30 days of delivery, provided the product is unused, unopened, and in its original sellable condition (seal intact, packaging undamaged, all components included).

You’ll be refunded the cost of the products to your original payment method. Please note:

• Original shipping costs are non-refundable
• Return postage is at the customer’s expense — we recommend a tracked service, as we can’t refund products that are lost on the way back to us
• Sale items, gift cards, and free gifts are not eligible for change-of-mind returns

Change of mind — opened products

For hygiene and safety reasons, we are unable to accept returns of products that have been opened, used, or had their seal broken — including testers and samples. This protects the integrity of every product we send to every Skinluxe customer.

Allergic reactions

In the rare event you experience an allergic reaction to a product, please discontinue use immediately and take a clear photo of the reaction.

Email us within 14 days of first use with your order number, photos, and a brief description of the reaction. To qualify, the product must be less than 20% used on arrival back to us. A full refund — including original shipping — will be issued once the return is received and assessed.

Faulty or defective items

If a product is faulty or defective, we’ll refund or replace it (your choice) and cover return postage. Email us within 30 days of delivery with your order number and photos of the fault.

How to start a return

1. Email skinluxe@gmail.com with your order number, the item(s) you’d like to return, and the reason
2. We’ll respond within 1 business day with return instructions and the return address
3. Post your return using a tracked service and email us the tracking number
4. We’ll inspect on arrival and process your refund or replacement

Please don’t post anything back before receiving an authorisation from us — unauthorised returns cannot be processed.

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Refund timing

Once your return arrives back with us, we’ll inspect it within 2 business days and process your refund or replacement.

Refunds are issued to your original payment method and typically appear in your account within 3–5 business days, depending on your bank or card issuer.

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Payment methods

We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, Afterpay and Zip via Shopify Payments.

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Get in touch

We’re a small team of qualified dermal therapists and we read every email.

• Email: skinluxe@gmail.com
• Clinic: Level 1, 147 Church St, Brighton VIC (entrance on Male St)
• Trading hours: Monday–Friday, 9:30am–5:00pm AEST

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Your statutory rights under the Australian Consumer Law are not affected by this policy. Where this policy is more generous than your statutory rights, this policy applies.