Shipping

All orders are processed within 1 to 3 business days (excluding weekends and public holidays) on Mondays, Wednesdays and Fridays after receiving your order confirmation email. You will receive another notification with tracking information once your order has been shipped. Our time zone is Brisbane, Australian Eastern Standard Time (AEST) and our office ours are 9am until 5pm (Mon, Wed, Fri) if you need to get in touch.

During holiday seasons such as Easter or Christmas (silly season), there may be potential delays due to a high volume of orders, public holidays or postal service problems that are outside of our control. Please be patient with our lovely postal workers - they have families too :)

Australian Shipping Rates and Estimates (Australian customers) 🇦🇺

Shipping options for your order will be displayed at checkout. 

Track your parcel within Australia via the Australia Post website: http://auspost.com.au/track/

International Shipping Rates and Estimates

We offer international shipping to the following countries:

Belgium, Canada, Denmark, France, Germany, Hong Kong SAR, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Philippines, Portugal, Singapore, Sweden, Switzerland, Thailand, United Kingdom (England, Scotland and Wales only) and the United States. We are in the process of setting up shipping to Greenland.

Our website displays Australia Dollars (AUD), but you have the option to choose your country's currency so you can see relevant pricing. If it does not auto-convert to your currency, click on the arrow located at the top right corner of the website (near the search icon) and choose your country's currency. A list of shipping rates and estimated delivery times is below for the countries we post to.

Express and Standard Shipping Rates:

After processing your order, we strap your parcel to a kangaroo passing by... just kidding! Our products are 100% vegan and no animals are ever tested on or used as carriers. We email you a tracking number with an Australia Post link so you can track your order. Once your order leaves Australia and arrives in your country, please head to your local postal service tracking website listed below to track your order faster:

United States 🇺🇸

USPS tracking

Australian Post has joined a number of international postal operators to temporarily suspend postal services to the US due to new customs tax requirements.

This is as a result of the recent suspension of the "de minimis USD$800 threshold exemption". Duties for imported goods must now be prepaid and Australia Post is scrambling to set this system up! AusPost have informed us that the suspension should be lifted on or before 25th September, 2025.

The US tariff for Australian products is 10%. Please note that Karen has made a decision to absorb the cost of this new tariff tax for all US orders that have been caught up in the chaos.

We will post your order to you as soon as services are available once again. Thank you for your patience.

Canada 🇨🇦

Canada Post tracking

Your order may be subject to import duties and taxes, which are incurred once a shipment reaches your destination country. Skin Friend is not responsible for these charges if they are applied and are your responsibility as the customer. If asked to, please pay these taxes to your local post provider to receive your item.

United Kingdom 🇬🇧

Royal Mail tracking 

Your order may be subject to import duties and taxes, which are incurred once a shipment reaches your destination country. Skin Friend is not responsible for these charges if they are applied and are your responsibility as the customer. If asked to, please pay these taxes to your local post provider to receive your item.

European Union 🇪🇺

Asia and New Zealand 

🇭🇰 Hong Kong SAR: Hong Kong Post tracking

🇯🇵 Japan: Japan Post tracking

🇲🇾 Malaysia: Pos Malaysia tracking

International Express and Standard estimated shipping times

*Shipping times may be longer if you live outside metropolitan (city) areas and during holidays such as Easter or Christmas or even Black Friday sales if you're in the US 🖤🛍

How do I check the status of my order?

Once your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available on the Australia Post website.

Once your parcel has landed in your country, please track via your local postal service tracking (listed above).

If you haven’t received your international order within 28 days (or 10 days for local orders) after receiving your shipping confirmation email, please contact us at support@skinfriend.com with your name and order number, and we will use our best detective skills to help find your Skin Friend goodies for you 🕵️

Returns and Exchanges

See our return policy page for information on returns and exchanges.

We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.

In the event that your order arrives damaged in any way, please email us as soon as possible at support@skinfriend.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.