SKINLAB Hydra-Loss Facial Cleanser Daily Care (Dry Skin) 200ml

Shipping

Important: We use a network of couriers, please take care to provide the full & correct details & instructions as required to ensure a successful delivery including your email address & mobile phone number. Once your order has been dispatched you will receive tracking details to your email so you are able to track your order, notify the delivery company of any special instructions such as ATL (Authority to leave) at your front door or make the necessary arrangements to pick up goods from the post office should delivery not be able to be made as scheduled.

If you do not receive a tracking email it is highly likely that it has been delegated to your junk mail, kindly check your junk mail prior to contacting our office.

If an item is unable to be delivered for reasons outside of our control eg. signature requested on delivery but no one home' then the items are usually delivered to the closest post office, and you have a very limited time to pick the items up before they are 'RTS' returned to sender. If the items are returned to our warehouse as a result of a rejected delivery scenario, we will hold the items in quarantine and returns area. One of our staff will contact you to organise a re-delivery. Costs associated with redelivery are the buyer’s responsibility.

SPLIT SHIPMENTS We do not split shipments and ALL orders without exception are shipped together.

HANDLING TIME: (1 - 5 business days) Business hours are 9am > 3:30pm. Orders will usually be despatched on the next business day after purchase During regular periods in some cases for early morning orders we may even ship on the same day. You will receive a shipping confirmation email as soon as your order leaves our warehouse.

PLEASE NOTE: During sale periods handling times can commonly exceed the above-mentioned indications. Shippers also face extended delivery times and back logs whilst products are held at the shipper’s depot which will affect the date you will receive your items.

Please note that because orders ship quickly, cancellation requests and order modifications, like shipping address changes, may not be possible. We strongly encourage careful review of all order details when placing your order to avoid delays and redelivery fees.

*IMPORTANT: Handling & Shipping times can extend by several days during: - Directly proceeding public holidays

It doesn't mean that we have forgotten your order, it just means that our team is working super hard and we just need a little more time than usual. Don't worry, you'll get an email notification once your order has been picked up by our logistic partners.

DELIVERY TIME: Delivery times will vary depending on your location & our shippers schedule, usually arriving within a further 3>7 business days for major metro cities & a few extra days for regional areas. This could take longer during busy periods such as Christmas or EOFY or if there have been any disruptions to the courier network.

It is important to note that with combined shipments (if you order a number of items from us at once) as these are packed in separate boxes, in some cases they will be delivered separately. Whilst your packages may leave together from our warehouse, packages are sorted differently by different processes by carriers, since their sizes are so different. This means that you may receive some products quickly, and some products later. As long as they are ordered at the same time, they should fall under the same tracking number, and you will be able to track your order using this. Don't worry, your items will arrive - just sometimes separately! (it’s just the way that courier companies work).

If you ordered your items separately, they will be fulfilled separately. We will do our best to have your items dispatched to you ASAP but cannot take responsibility for any delays caused by shippers.

DO I NEED TO BE HOME FOR DELIVERY: Most couriers in Australia work on a contactless delivery method anyway. If there isn’t a safe spot to leave your products the courier will take your items to the nearest depot and notify you in order for you to collect from there or rearrange a delivery at the time you are home.

CAN I COLLECT: To keep overheads low and our prices fair, SKINLAB currently operates as an online business only and therefore we cannot offer any collection options.

Returns

Due to the nature of cosmetic products, we are unable to process a return if the item has been opened. In order to be eligible for a return, the product must be in the same condition that you received it and in its original packaging unopened and undamaged. We do not accept returns for a change of mind, or if your product has been opened or unboxed. When the packaging is returned to our warehouse it is stored in quarantine location within the warehouse for processing and usually there is a handling period required of up to 7 days from the date of receipt by our warehouse.

During this time both the product and packaging are inspected in order to confirm that they are still in merchantable standards. If the product has been opened or damaged, we cannot process the refund or return, and the buyer will be given the option to have it shipped back at buyer’s expense as per our advertised shipping costs. If the packaging has been damaged and is not in a presentable manner by the time it reaches our warehouse, we will be unable to process a return or refund.

To start a return, contact us at [email protected] and we’ll send you detailed return shipping instructions on where to send your package. Shipping costs for returns are borne by the buyer and will be deducted from your refund amount. All unopened products are eligible for return within 7 days of delivery. For our SKINLAB products this means that the product must still be wrapped up in its clear wrapping, and in the branded box to be eligible for return with the adhesive seal still intact and must be returned in the original packaging.

To initiate a return, please attach a picture of your unopened product(s) and email it to us.

Refunds only apply to the cost of products (unless the products have not been shipped) any shipping fees incurred are excluded from our refund policy post shipment as these would have been already exercised and paid to the nominated shipper.

We do not cover any Paypal or credit card transaction reversal fees that may be applied by any credit institution to the purchase and these usually cost around 2.5%, this is the customers responsibility and will be calculated for each order.

Shipping costs become applicable on all free shipping items or orders. That is to say if you free shipping was applied to your item and it was delivered, however you have chosen to engage a return, cancellation or refund the original shipping fees incurred by us become due and payable against any credit or refund issued.

We have a strict 7-day return policy, which means you have 7 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

Returns will need to be sent to the following address: TIFS 3PL Warehouse c/o Skinlab Australia Warehouse 1B/35 Stennett Rd, Ingleburn NSW 2565

Returns must be labelled with the order number and senders’ details.

Please do not ship products to our warehouse without first contacting us so that we can flag this return as returning an item without prior notice leads to items potentially being lost. If your return is accepted, it will be your responsibility to organise for and ship the return at your cost. Items sent back to us without first requesting a return will not be accepted.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Exchanges: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected]

Refunds for change of mind or buyer remorse will be considered at the discretion of SKINLAB.