Information on Shipping
SkinGen offers free freight for orders with the product value over $500. This is standard freight, and is Australia wide. This means that no matter how large the order is, or how far away you may possibly live (Australia only), freight will be free.
SkinGen constantly seeks out the best shipping options for delivery. We use Australia Post to provide our customers with great value and service for their deliveries. We reserve the right to change freight providers, or substitute freight providers, from time to time without providing further notice.
All deliveries have a Track & Trace system whereby you can track the status of your order at all times. Signatures will be required, we do not provide Authority to Leave – if this is something you specifically require please email our team at Support@estheticaacademy.com.au - We understand that people often work during business hours, and therefore suggest ordering items to your business address if you do not think you will be available to sign for them at a home address throughout the week.
Please note that if you request a Safe Drop for your order, or you request an address change directly with the courier service, SkinGen can no longer be held liable should your order go missing in transit. Please take this into consideration before going ahead with making any changes directly with the courier service, after your order has been placed.
Please allow 5 business days for your order to arrive. We strive to pick, pack and send all orders out in 1-2 business days, however we cannot control the speed of delivery by the courier services. If you live a little farther out, please allow a little bit of extra time.
SkinGen ships to most postcodes throughout Australia. However, we are unable to ship to some postcodes that are not serviced by our shipping company. This includes certain island postcodes. If you are unsure if your postcode is excluded by our shipping company, please email Support@estheticaacademy.com.au to find out.
Important updates on shipping due to COVID-19 from Australia Post
A message from Gary Starr - Executive General Manager Australia Post
With our business adapting to the challenges the current pandemic presents, our normal practice of delivery has been impacted. We are experiencing significant delivery delays due to limited flights, hygiene and social distancing requirements in our network (such as one person unloading a loose load trailer which halves productivity) and an increase in parcel volumes as more people shop online.
We appreciate the current delays are causing frustration and increased customer enquiries for both you and our contact centre. We have made some important changes to some of our tracking notifications to provide your customers with more information about the progress of their delivery.Please note: the Express Post guarantee of next day delivery with the Express Post network has been temporarily suspended due to the significant reduction of domestic passenger flights (which carry parcels), social distancing and hygiene requirements in our network, and the increase in volumes. Express Post is still available, but parcels may not be delivered next business day every time.
As a reminder, for information about changes to the letter service, up to date details on delays and impacts including any Post Office closures, please visit our website.For more information, please check for updates on the Australia Post site here
Please note that Express Shipping is handled directly by Australia Post. Under our Terms and Conditions, we cannot be held responsible for delays outside of our control in delivery.As an approximate guideline, express delivery times are:
- NSW: 1-2 business days (regularly delivered in 1 business day but this can vary depending on weather and season)
- Victoria, QLD: 2 business days
- South Australia: 2-3 business days
- Western Australia: 3-4 business days
- Northern Territory and Tasmania: 4-5 business days
- *Very remote areas: Please allow 7 business days
Your satisfaction is our number one priority. If you change your mind after your purchase, we allow a 14-day Return policy, to be provided in the form of a store credit to the value of your order. SkinGen must be notified of a Return and have authorised the Return, for a Return to be deemed valid. Return Shipping is at the expense of the customer. All Return items must be in their original packaging, un-opened, without damage, and therefore in a condition to be re-sold. Any Return that deviates from this definition will not warrant a store credit.
Address changes and lost orders
If you have placed an order and realise you have entered an incorrect address, please contact Support@estheticaacademy.com.au immediately to correct the mistake. If your order is sent out with the wrong address, SkinGen will not be able to provide any assistance in the form of a refund or resend of the original order.Please note: SkinGen advises against changing or redirecting the address of an order in transit. If you have placed an order, and while in transit you contact the courier service to either change your address or redirect your order to a new address, SkinGen cannot be held responsible if this order goes missing or becomes damaged. Please be aware that changes to an order in transit often do cause orders to become missing or damaged.
If you wish to change or redirect an order already in transit, please contact Support@estheticaacademy.com.au for assistance.