Customer Care

sales@skinstitut.com.au

training@skinstitut.com.au

The customer service team is based in Sydney, Australia (AEST)

Available: 9:30am-12:00pm (AEST)
Unavailable: 12:00-1:00pm (AEST)
Available: 1:00pm-4:00pm (AEST)

Monday to Friday from 9:00am-5:00pm (AEST) excluding public holidays

We are quick to dispatch your orders and only have an exceedingly small window to make changes. We will do everything in our power to make these changes before your items are shipped. Please contact us immediately by emailing sales@skinstitut.com.au with the subject as 'URGENT' and include your order number and all the specific details of the changes you need to make. We cannot guarantee we will be able to make the changes though we will try our best to do so.

Your order will be shipped to the address saved on file. We are unable to amend the address as a once off and if you do request an address change, it will need to be updated permanently in our system with the change of business details form filled in. Our team will attach this to you, and it will need to be filled in before you place your next order for updates to take place. Please note that if your order has already left us, you will need to contact Australia Post directly using your tracking number and request a redirection for your package as a once off.

All successfully placed orders will display a 'THANK YOU' page with your order number and an email confirmation will also come through immediately after completing your order. This will be sent to the email address you are logged in with/have the account with. It may land in your junk/spam folder. If you have not received it, please contact us to confirm the order.

Yes, you can click into order history > click onto the order you wish to duplicate and hit ‘re order selected items’.

We want you to be completely satisfied with your purchase and pride ourselves for developing products of the highest quality. We do not accept returns for refunds however we will be happy to offer you a replacement or credit note if the return is approved by our customer service team due to being faulty, received in error or differs dramatically from the description supplied by Skinstitut. We may accept returns for other reasons at our discretion. If you would like to complete a return request please visit the portal > click on your order history > click into the order you wish to request a return on > select the item and add in details on the reasoning. Our team will be notified to review the request and provide further steps. Returned goods that are approved must be in original condition, unopened and include all original packaging. Please note, return labels are not provided unless the product is received in error, damaged/faulty.

For us to investigate your warranty claim, you must reach out within 12 hours once the parcel is delivered providing clear images of the fault/damage and a description identifying the issue. Videos are also recommended. Our customer care team will review and process your claim within 24-48 hours. To lodge this, please visit the portal. Our team will respond from the sales@skinstitut.com.au email address. If the goods are deemed faulty, we will provide a return label for the products and replace the product free of additional freight charges as a new order. If you opt for the credit note rather than replacement order, a credit note for the price paid by you for the goods (exclusive of the initial delivery charge) will be processed once the items arrive back to our warehouse.

Our team work hard to ensure the accuracy of all orders, but mistakes do happen. If you receive an item that is different to what you ordered, you must reach out within 12 hours once the parcel is delivered by contacting our customer care team at sales@skinstitut.com.au and raising the issue within the portal with your order number, a photo of your packing slip and a photo of the items you did receive. Please do not open the sealed package in which it was sent. Any attempt to use the incorrect item will be deemed accepted by you as satisfactory or substitute for the one that was missing, and no further claim can be raised. Skinstitut owns the title of any extra goods shipped with your order that have been dispatched in error.

Shipping and handling costs are non-refundable. Any goods that are approved by the customer service team for a return, are returned at the customers cost and are your responsibility until the stock reaches our warehouse. Please ensure you package your return securely to prevent any damage to the goods or boxes. We are not responsible for any goods that are returned to us in error. A return tracking number must be provided so the warehouse can match the return to your order number.

We accept EFT transfer or credit card. Once you add all items to your cart, proceed to checkout you will be able to select the preferred method.

If you have forgotten to apply a discount/credit note at checkout, we are sadly unable to apply this after the order has been confirmed/processed. The credit note will remain valid and can be used on a future order.

If you notice a discrepancy with your shipping fee, please email sales@skinstitut.com.au with a screenshot so we can investigate this.

Please send through a screenshot of the double charge from your bank account, to sales@skinstitut.com.au and our team can assist further with a refund or credit.

All orders via our Australian website are charged in AUD and may be converted to your local currency by your bank on their end depending on the conversion rate at the time of the purchase, where you are currently located in the world or the website you are viewing our products from.

We are an Australian owned and operated brand. All Australian/NZ orders are shipped from our warehouse in Seven Hills - Sydney, Australia. Skinstitut ships within all areas of Australia. Delivery times and schedules do vary depending on the delivery zones and destination.

Once the order is confirmed and paid for, it will synchronise into our system for our warehouse team to prepare. Orders are dispatched Monday to Friday excluding Public Holidays. Orders received between Monday to Friday (outside of peak periods) will be dispatched within 2-4 hours however during peak sales such as start of the month, new collection launch, EOFY sales, Black Friday sales and other promotional periods will take between 1-7 business days to be processed and dispatched. Delivery times and schedules do vary depending on the delivery zones and destination.

Your tracking information will be listed in your invoice, sent out to the email used to place the order with us as soon as it has been collected from the postal carrier. If you cannot locate your tracking information, please get in touch by emailing sales@skinstitut.com.au so we can check the status of your order. All Australian orders are sent via StarTrack or DHL and are fully trackable.

Once dispatched, you can find your tracking number on your invoice, within the portal or that was emailed to you.

Samples can be purchased via the portal with your normal replenishment order, subject to availability.

Skinstitut will occasionally offer promotional discounts on the purchase of multiple or particular products. We will notify customers if a promotion is currently active and provide steps on how to claim the offer. Discounts/promotions are not applied to shipping costs. Discounts/promotions cannot be applied after an order has been placed so, please do not confirm your order if the promotion is not working. Email our team at sales@skinstitut.com.au. Skinstitut reserve the right to cease or pause any promotion at any time without notice.

When launching a new product, or updating ranges, launch offers will be created through. You can select this order option which will automatically populate the range required in the minimum pack sizes.

Please contact training@skinstitut.com.au

Please contact sales@skinstitut.com.au

You will be able to view invoices in the portal under the ‘orders’ section.

Please contact sales@skinstitut.com.au and we can assist with re setting the password or please click ‘forgot password’.

If an item is not showing on the portal, it may be out of stock or discontinued. Please email our team for further confirmation.