Shipping

Skin Friend Pty Ltd is an Australian registered company and we ship our products from the Gold Coast in Queensland. We post to most countries world-wide (see the list of countries we ship to under the heading “International Shipping Rates and Estimates”).

Note our order processing times are separate from the shipping times you see at checkout.

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. Skin Friend is an Australian company located on the Gold Coast in Queensland (our time zone is Brisbane, AEST).

During Easter and Christmas time, there may be potential delays due to a high volume of orders or postal service problems that are outside of our control.

Australian Shipping Rates and Estimates (Australian customers)

Note you cannot use this at the same time as other discount codes. Shipping options for your order will be displayed at checkout.

Delivery rates within Australia (for Australian customers)

Shipping option	Estimated delivery time	AUD $
Standard shipping is free (orders over $60)		$0
Standard shipping	3 to 8 business days (longer for outside metropolitan areas)	$8
Express Post	1 to 3 business days (longer for outside metropolitan areas)	$12

GST will be calculated and added at checkout. Note on our website we display pricing without GST as we have a large international customer base and they cannot be charged GST. To counteract this cost we are providing you with free shipping on all orders, with a minimum spend of $60.

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.

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 arrows located beside the price and choose your country's currency. A list of shipping rates and estimated delivery times for the countries we post to is below.

Express and Standard Shipping Rates:

Shipping Option	AUD Price
International Express	$21.00 AUD
Standard International	$15.00 AUD
International Express to New Zealand	$18.00 AUD
Standard International to New Zealand	$14.00 AUD

United States

We offer free standard shipping when you spend more than AU $150.

Shipping options for your order will be displayed at checkout. Standard shipping for orders is AU$15 (about $10 US dollars, depending on the current exchange rate). Express Shipping is AU$21 (about US $15). When your order is processed, we send you a tracking number and an Australia Post link so you can track your order. Once your order leaves Australia, head to your country's mail USPS tracking website to track your order.

Shipping option	Estimated delivery time	AUD Price
Standard International	6 to 14 business days	$15
Express Post	3 to 6 business days*	$21

*Shipping times may be longer if you live outside metropolitan (city) areas and during holidays such as Christmas.

Canada

Free shipping when you spend over AU$150. Standard shipping is AU$15. Express Shipping is AU$21. Shipping options for your order will be displayed at checkout. When your order is processed, we send you a tracking number and an Australia Post link so you can track your order. Once your order leaves Australia, head to the Canada Post website to track your order.

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

We offer free standard shipping when you spend more than AU $150. Shipping options for your order will be displayed at checkout. Standard shipping for orders under $150, is AU$15. Express Shipping is AU$21. When your order is processed, we send you a tracking number and an Australia Post link so you can track your order. Once your order leaves Australia, head to your country's Royal Mail website to track your order.

European Union

When you order goods from a country outside the EU, you must always pay VAT (regardless of the value). Your order may also be subject to customs import duties and other taxes. These costs are incurred once a shipment reaches your destination country. VAT is nearly always 25% of the sum obtained by adding together the price of goods, freight charge and customs duty. For supplements VAT is 12% and for books is 6%.

The general rule is that you have to pay customs duty if your parcel contains goods with a combined value of more than AU$255.00. 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.

International Express and Standard estimated shipping times

Country	Express Post	Standard Post
Belgium, Netherlands	9-12 business days*	12-18 business days*
Canada, Hong Kong SAR, Japan, Malaysia, Singapore, Thailand, United States, United Kingdom	3-6 business days*	7-14 business days*
Denmark, France, Germany, Italy, Portugal, Switzerland	6-11 business days*	10-15 business days*
New Zealand	2-5 business days*	4-7 business days*
Norway, Sweden	10-16 business days*	15-20 business days*
Philippines	4-11 business days*	11-18 business days*

*Shipping times may be longer if you live outside metropolitan (city) areas and during holidays such as Christmas.

How do I check the status of my order?

When 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.

If you haven’t received your international order within 27 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 track it down 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.

If you have any further questions, please don't hesitate to contact us at support@skinfriend.com.