| Online Store FAQ |
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Shipping Costs Q: How much does delivery cost within Australia?
A: $8.00 for standard delivery via Australia Post (allow 5-7 working days)
$17.00 for express delivery via Australia Post (allow 2-3 working days)
Q: How much does it cost for international deliveries?
A: $25.00 for airfreight delivery for normal sized orders and allow about 15 working days for delivery. Note you may be subject to any local costs such as duty and sales tax. You will need to check with your country’s government customs authorities.
Delivery and Purchases Q: Is my delivery insured?
A: Yes it is. Your delivery is registered to your name and a signature is required for receipt of delivery.
Q: What happens if I’m not home when the delivery is made?
A: The delivery company (usually Australia Post) will leave a calling card at your address to notify you no one was home when they called. The calling card will instruct you where to pick up your delivery (usually at your local post office).
Q: Do I need to sign for my delivery?
A: Yes you do. When registering and supplying address details on www.skintherapeia.com.au please remember that someone must be available to sign for the goods. For this reason, using a business address often ensures your goods get delivered on time.
Q: Can I pick up my goods from your retail business address at 24 Norton Street Leichhardt NSW?
A: This is not possible, as your order is not packed at the retail shop. If you are in a hurry for your delivery please state this on your order and we will do our best to get it to you as quickly as possible.
Q: Can I buy at the same prices that appear on the internet in your retail shop?
A: No - the prices on the internet are only available for online purchases. The products sent for online purchases are not supplied from the retail shop.
Q: I need help – I forgot his/hers birthday/anniversary/graduation etc, etc. I need a gift voucher right now. What can you do to help?
A: Firstly don’t worry – believe it or not, we get this all the time. You can contact us directly via the telephone and we can take your gift voucher order. Our number is (02) 9560 7624 during working hours (Sydney time). We open at 10 am Monday to Saturday. We close at 6 pm Mon/Tues/Wed and Saturday. And we close at 8 pm on Thurs & Friday. Note we are closed on Sunday – even therapists need their rest.
Q: How do I track my delivery?
A: We will send you an email when we receive your order as confirmation. We will then send you an email when your order has been dispatched. We would appreciate if you could send us an email at
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when you receive your delivery. And give us any feedback - as we always appreciate your comments.
My Details
Q: What do I need to do to commence shopping?
A: Firstly you will need to register your details. In the online shop section of our internet site is where you register. When you register you will be sent an email similar to this:
Hello (your name),
Thank you for registering at Skin Therapeia. Your account is created and must be activated before you can use it. To activate the account click on the following link or copy-paste it in your browser: (link inserted)
After activation you may login to (link inserted) the following username and password that you have created:
Username – (your email address)
Password – (you have chosen)
Once you have done this you are ready to start or complete your shopping.
Q: I’ve forgotten my password, what do I do?
A: At the login site – go to lost password? You will find that you only need to supply your user name (email address) and reminder email will be sent to you with your password and instructions on what to do.
Q: I want to reorder a product that I purchased last time but I’ve forgotten what it was.
A: Login and you can view your profile and transaction details. Or please send us an email and we can advise you of your last order.
Payment Details
Q: Is it safe to supply my credit card details over the Internet?
A: Skin Therapeia conducts all its transactions via the secure site of Pay Pal.
Q: What credit cards does Skin Therapeia accept for payments online?
A: Skin Therapeia accepts payment by Visa and MasterCard via the secure Pay Pal site.
Q: What entry will show on my credit card statement?
A: Skin Therapeia is the name that is recorded on your credit card statement.
Product Details
Q: This is the first time I will be using Dermalogica or Payot. Which products should I use?
A: Skincare is a very personal regime. What works for one person may not be suitable for another. To ensure you receive the most appropriate products, please email us with your skin type and any skin concerns you may have. One of our highly trained beauty therapists will respond. If it’s convenient for you, we offer a telephone service advice line (available only during our retail opening hours). Please let us know the best time to contact you.
Q: Why do you only have Dermalogica and Payot? A lot of other sites have other brands.
A: At Skin Therapeia we ONLY sell the products we recommend and use in our multi-award winning Day Spa. Skin Therapeia is an authorised Payot and Dermalogica treatment centre. We source all our products directly from the official Australian Payot and Dermalogica distributors, so you can be sure all your purchases arrive in top condition as the products comply with the Australian standards. Fully trained therapists who are available to answer your skin care questions back our products. It is very important to us that you purchase the correct products for your skin.
Returns
Q: What if I purchased the wrong product or am not happy with my purchase?
A If you have mistakenly purchased the wrong product Skin Therapeia will gladly give you a full refund within 7 days of receipt of delivery – return delivery costs are at your expense. Unfortunately, we are unable to offer refunds for any opened and used products.
We take all care in packaging all orders securely, however, occasionally product boxes may be damaged whilst in transit, therefore we do not offer refunds on products if its box is damaged. This is covered under your insurance as part of registered mail. Please email us and we will advise you what to do.
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