Returns


90- DAY RETURNS POLICY

Can I return something I’ve purchased ?
We are happy to offer a store credit, exchange, or refund on an item you've purchased from us - simply contact us within 90 days of your order date.

Please note, if you are returning multiple items from different orders, these items must be sent back separately for our Returns Team to accurately process your return.

Change of Mind
If you’ve had a change of heart about an item you have ordered, we'll need to receive it back to us unopened and unused, and in its original packaging.

Faulty Item
If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo if possible.

Allergy Return
In the rare instance you've had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately.

Allergy returns must be less than 20% used upon arrival back with us.

Incorrect Item/Damaged on Arrival
If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo, and contact us within 7 days of delivery.

Please don’t dispose of the item until we've had a chance to chat with you!

Here’s how it works

  1. Get in touch
    To request a return, please fill out the returns form here.

    Please ensure this form is submitted before sending your item back to us - it makes the process a lot easier.

  2. We’ll get back to you
    One of our Customer Service team members will contact you via email with instructions on how to create your return shipping label to get your item back to us.

  3. Pack & Send
    Pack up your item carefully either with bubble wrap or in a padded box, so it reaches us safely, undamaged and intact.

    Following the instructions emailed to you, print your return shipping label, and tape it to the front of the box.

    Drop the parcel off at either an Australia Post Outlet, in a free standing post office box, or in your parcel locker.

  4. Then what happens?
    Returns from metro areas usually arrive to us within 7 business days and can be longer from regional or remote areas. We will process your exchange, refund, or store credit within 5 business days of your return arriving back to us.

    We'll be in touch as soon as your return is complete.

Returns - Frequently Asked Questions

  1. Am I eligible for free return shipping?
    If you’d like to confirm whether your return will be eligible for free return shipping, please contact our customer service team directly. Unfortunately, we are not able to cover return postage fees on all return types.

  2. If my Change of Mind return isn’t received in resaleable condition, what happens?
    If we receive your return and it isn't in the condition outlined in our returns policy, the item will be sent back to your original shipping address - we’ll contact you straight away to let you know.

  3. How long will it take for The Skin Retreat customer service to get in touch with me about the returns form I just filled out?
    We’ll get back to you as soon as possible, which is 2-4 business days due to present volumes. Thank you for your patience.

  4. Any other questions?
    Please contact us at info@theskinretreat.com.au, or by phoning us on (03) 9078 3558 (9am - 5pm AEST, Monday to Friday, excluding national public holidays). You can view our privacy policy here, and our terms and conditions here.