Frequently Asked Questions (FAQs)

Orders and Shipping

Where does Active Skin ship?

We ship to Australia, New Zealand, and selected international destinations.

All prices are displayed exclusive of applicable taxes unless otherwise stated. GST and other applicable taxes are calculated and clearly displayed at checkout prior to payment, and the final price is confirmed before your order is completed. International orders may be subject to import duties and taxes payable upon delivery, which are the responsibility of the customer.

When will my order be dispatched?

Orders placed before 1:00 pm (AEST) are dispatched the same business day.
Orders placed after 1:00 pm (AEST) are dispatched the next business day (Monday to Friday).

How long does delivery take?

Estimated delivery times are:

• Australia: 1-3 business days
• International: delivery times vary by destination

Delivery timeframes are estimates only and may be affected by carrier delays outside our control.

Which carriers do you use?

All orders are shipped via Australia Post or courier service, include tracking, and may require signature on delivery.

What happens if I miss my delivery?

If a delivery is missed, your parcel will be redirected to your local post office or collection agent.

What if my parcel is returned to Active Skin?

If a parcel is returned due to non-collection or an incorrect address provided by the customer, a restocking fee of 20% of the order value plus original shipping costs may apply.

What are your shipping rates?

• Australia-wide flat rate: $10 AUD
• International flat rate: $35 AUD
  
  

Returns and Refunds

Do you offer change-of-mind returns?

No. We do not offer refunds or exchanges for change of mind, incorrect selection, or general dissatisfaction, unless required by law.

What returns are accepted?

We offer refunds or replacements for faulty products only, in accordance with Australian Consumer Law.

How do I request a return for a faulty item?

To be eligible:

• Contact us within 7 days of receiving your order
• Obtain a Return Goods Form (RFG) number before returning any item
• Return the product to our warehouse for assessment

When are refunds processed?

Refunds are processed to the original payment method once the returned item has been received and assessed.

Product Information and Safety

Are your products intended to treat medical conditions?

No. Our products are cosmetic and nutritional supplements only and are not intended to diagnose, treat, cure, or prevent any disease.

Will results vary between individuals?

Yes. Results may vary between individuals.

What should I do if I have irritation or an adverse reaction?

Discontinue use immediately and seek medical advice if symptoms persist.

Can I use your products if I am pregnant, breastfeeding, or have a medical condition?

Please consult your medical practitioner before using any skincare products or supplements.

Authenticity and Quality

Are Active Skin products authentic?

Yes. All products sold by Active Skin are brand new, authentic, and sourced exclusively from approved GMP-certified facilities worldwide.

Legal and Liability

Is Active Skin liable for indirect or consequential loss?

Active Skin shall not be liable for any indirect or consequential loss arising from the use of our products, to the extent permitted by law.

Contact Active Skin

How can I contact Active Skin?

Phone: 02 9729 2478 or 1300 79 89 69
Email: sales@activeskin.net.au

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