Frequently Asked Questions
Got a question? Maybe in regards to your skincare order, appointment, deposit or something else? We got chu! There are few q’s that we get all the time. So instead of hitting us up directly, have a little looksee through this page first, to see if we’ve already answered your burning queries.
Stalk Your Order
Shipping + Returns
How do I book a treatment?
You’ve got all the options! The easiest way to book your glow up is through our online booking form (link to form). However, if you’re unsure what treatment to book, or need a lil bit of guidance from one of us, you can always drop us an email at email@example.com.
You can also chat to us on the phone or text us within clinic opening hours on 0402 704 612
Why do I need to pay a deposit?
When booking your appointments online or in clinic, a $50 deposit is required. This is to secure your desired treatment on your desired day at your desired time.
Can my deposit be redeemed against my treatment on the day?
You betcha! Your deposit is linked directly to your Skin Collective account and will be deducted from your treatment cost on the day of your Glow up.
Is my deposit refundable?
Your deposit is not refundable, but it is transferable (within reason of course). If you need to cancel or reschedule your appointment and let us know within 48 hours, we can transfer your deposit over to your next glow up.
What if I need to cancel or change my appointment?
We totes understand that life happens and things can pop up from time to time, but we do kindly ask that you provide as much notice as possible.
As a courtesy to us and our other clients desperately hoping to snap up an availability, please provide at least 48 hours' notice if you need to cancel or reschedule your appointment.
In the case of a no-show or last-minute cancellation, your deposit will be forfeited and you will be required to pay a $100 no-show fee.
What if I forget about my appointment?
Dw, we’ll make sure you don’t. Not only will we send you a confirmation email when your glow up is all booked in, but you will also receive a confirmation text 48 hours prior to your appointment as a reminder. You’re welcome!
Stalk Your Order
I made an online purchase, how long will it take to arrive?
We’d like to say tomorrow, but we’d need some kind of magic carpet or a time machine to make that happen. Depending on where you live in Aus and how reliable Australia Post feels like being this week - you should expect your order to arrive within 2-8 business days.
If you make an order before 2pm AWST we will ship it off that same day.
Please bear in mind once it leaves the clinic, it's out of our hands. Shipping times may be impacted by COVID-19 delays or other things out of our control.
How much does shipping cost?
We offer FREE Australian-wide Express Shipping on all orders over $200. Yeah, we are generous like that. Otherwise, the shipping cost is a flat rate of $10 Australia-wide.
Do you ship internationally?
Not right now. We only ship within Australia.
How do I track my order?
We’ll send you a confirmation email with a tracking number once your order has been shipped. This is your best way to keep up-to-date with your order and see if it has encountered any delays along the way.
I live local, can I save on shipping and collect it instead?
We like your style! In other words, yes, yes you can! We offer a Click & Collect option when you checkout. Just select this option, and bobs your uncle. Your order will usually be ready to collect within 24 hours but we’ll notify you via text when it is!
Shipping + Returns
Can I change or cancel my order?
If you need to cancel or change your order you better be quick about it. Give us a call or email us at firstname.lastname@example.org as soon as possible. If your order hasn’t already been shipped, we may be able to assist you with a change or cancellation.
What if I need to return something?
We can only accept returns in the case of a faulty item. If a product or packaging is faulty, and you contact us within 3 days from the date of purchase, we will organise a replacement product for you. In which case, we will contact the manufacturer. Obviously, the product cannot be returned to us empty or used. You will not receive a refund, but a replacement product.
But what if the product isn’t right for me?
Unfortunately, if a return request is outside the scope of a ‘faulty item’, we cannot offer a refund on products for change of mind reasons. This is why we encourage you to have a consultation with us first, so we can prescribe you the correct skincare products for you and your individual concerns.
Do you offer refunds?
Sorry babe, we do not offer refunds if you simply change your mind.