Shipping

Please note**
All orders are shipped Express Post for fast delivery anywhere in Australia

OUR DELIVERY PROMISE

1. Express Post on all Australian orders

2. Same day dispatch on orders placed before 9am on in-stock items.

3. Optional Collect in-store or at next appointment

Shipping - Frequently Asked Questions

1. How long will my order take to arrive?
   Australia Post Express Shipping usually takes 1 - 3 business days, however keep up to date with Australia Post’s alerts & current delivery times here.

2. What if my order hasn’t arrived in the estimated time?
   Please note that our shipping guidelines are based on the estimated time of arrival from the dispatch date, not the date your order is placed.

   Please be advised that our delivery time guidelines are based on business days, which only includes Monday - Friday and excludes public holidays. For Victorian addresses your order may be delivered on a Saturday.

   If you believe your order is outside the specified time range of delivery, and you are having your parcel delivered to a business address, please check the mailroom or reception for your parcel.

   If your parcel is being delivered to a home address and you have left delivery instructions, please check around your property (such as the meter box, carport etc) for somewhere safe the delivery driver may have left your parcel.

   Please check your confirmation email to confirm your delivery address was correct.

3. Who will deliver my parcel?
   Australia Post - Express Post.

4. How do I track my parcel with Australia Post?
   You’ll find your Australia Post tracking link and number in your shipment confirmation email and SMS.

   When you click on the tracking number it will take you through to Australia Post's tracking portal where you can keep an eye on the progress of your order.

   We always include your mobile number when lodging your parcel at Australia Post. This means you should receive a notification SMS the day of scheduled delivery. Please ensure to include your mobile number in the contact information.

   We also keep track of your parcel from our end to ensure your order has been successfully delivered.

   For parcel enquiries you can contact Australia Post directly on 137 678.

   If you have been through these processes and still cannot locate your parcel, please email us at info@theskinretreat.com.au.

5. How do I ensure I don’t miss my delivery?
   Our deliveries with Australia Post are delivered with safe drop, meaning your parcel will be left in a secure place around your property if no-one is home. If there is nowhere safe to leave your parcel, please note this in the Delivery Comments box at the final stage of checkout.

   If you are having your parcel delivered to a work address, please ensure you include your business name and any delivery instructions (eg "Leave at Reception").

6. What happens if an item I ordered was out of stock?
   If one of the items you've ordered is out of stock, your order will be placed on hold until the available item comes back into stock.

   This will be reflected in your confirmation email, as your dispatch date will be delayed.

   If you would like an update on when a product will come back into stock, please email us at info@theskinretreat.com.au.

   Thank you for understanding.

7. Returns
   If you’d like to return an item to us, please view our return information page here.

8. 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.

9. COVID-19 Safety:
   Safety is still our team’s top priority, even with the recent easing of restrictions, we are keeping hygiene and distancing measures in place at our warehouse on the advice of our safety consultants, WorkSafe, and the VIC Department of Health.