Frequently Asked Questions


How do I order?
You can sign up as a retail account here

Once you have registered your account will be active for ordering.

 

My password isn't working. What should I do?

If  you have forgotten your password or it isn't working you can reset your password here 

How do I apply a coupon  code?

Simply go to your Shopping Bag, click the plus (+) sign next to “Coupon Codes” and enter your code in the box that appears. Once you click “Apply discount”, the offer will be applied to your order. Offer codes are case sensitive. If you have problems entering your code please get in touch with us.

I forgot to add a coupon code, can this be applied after it has been placed?

Unfortunately once an order has already been placed we can not add the coupon code to your order. We recommend checking your order to make sure it is 100% accurate before checking out,

Can I take a rain check on a sale?


Unfortunately we do not offer rain checks. Sales are only applicable to in stock items during the sale period.


Can I change my order once it has been placed?

Unfortunately due to the quick turnaround in packing orders we are unable to change orders once they have been placed. Please ensure all delivery details and items are correct before checking out.


If I place a pre-order will the rest of the products be sent separately?

When placing a pre order we don't ship the order until all items are in stock. Pre orders will be sent 1day before the official release. If you would like the other items earlier we suggest placing two orders.


What do I do if a product is damaged?

Please contact us within 48 hours of receiving the order with photos of the damaged product so we can assist you. Please save all packaging etc you have received from the order.


Do you offer refunds on purchases?

We do not offer refunds for products purchased not suited to your skin type. If you have a reaction to a product we will refund the amount paid once the product is returned. The product must be 90% full to receive a refund.

We suggest having a long distance consultation prior to purchasing to ensure you are using the best products for your skin. As many skin types take months to treat and lifestyle factors influence results we do not offer refund for this reason. We will work with you is your results aren't as expected.

How much does shipping cost?
Please check our Shipping Information page for more information.


What happens if I don't have signature on delivery?
We cannot guarantee orders will be received by a certain date. We are unable to specify specific days or times an order arrives either. By not choosing signature on delivery you have given permission for the driver to leave the parcel unattended, at a front desk or where deemed safe. Without signature on delivery you grant us authority to leave the the parcel unattended and release us from all responsibility and liability for the order being left unattended. Once the order has been considered delivered the responsibility and liability passes on to the customer. To ensure your order arrives safely we suggest choosing signature on delivery.

I need my order by a certain day. Can you ensure I will receive it by then?
We can not guarantee an order will be delivered by a certain date or time. If you are in a rush for an order we suggest shipping via Express Post for fastest delivery.