Shipping & taxes
Skin Friend is an Australian company and we ship from the Gold Coast in Queensland (Brisbane, Australia time: AEST).
As of the 27th of May, we are shipping to USA, Singapore and New Zealand via DHL Express. We have chosen DHL as they have their own planes and can do a faster delivery during the pandemic. This is more expensive than Australia Post but it's a faster and more reliable service. We have discounted the shipping rate and we will carry some of the cost (see rates, below).
We now ship to the USA via DHL Express courier for a faster service.
We usually ship worldwide and we are working hard to resume our worldwide international services. Sign up to our newsletter here to be notified when you can order from us again if you are unable to order now.
If you ordered from us before 25th May 2020:
Australia Post notice: Please note due to the pandemic and social distancing regulations, Express Post Parcels may take up 14 days to arrive within Australia (up to eight weeks for overseas orders-our apologies!).
Read more about Australia Post delays here.
These delays should not happen with our new DHL service which began on the 26th of May 2020.
New Zealand: DHL Express international shipping is AU$20.
USA, Singapore and rest of the world: DHL Express Shipping rate AU$25 (approximately US$16 - check current conversion rate as this changes daily).
This is a discounted introductory rate and it may change in July 2020.
Track your DHL parcel here (you will need to enter your tracking number and your country)
International shipping delays to the US and NZ
If you ordered from us in between March and May 25th 2020n via Australia Post, please expect delays due to limited planes flying overseas during this period. Australia Post has advised us that it may take up to 8 weeks for international parcels to arrive, but it could arrive much sooner. So sorry for this delay!
If ordering after May 26th: If you live in the US or NZ and placed your order after the 26th of May your parcel will be sent via DHL Express and it should arrive within 14 days of posting, but it may occasionally take longer due to the pandemic.
International orders to Canada and the UK are charged customs/TAX charges if ordering supplements and skin care (not books or pH kits), read more below. Note we are not currently posting to these countries due to customs tax difficulties.
When will your order arrive?
It depends on your country. It could be anywhere from one week (to NZ), two weeks to the USA via DHL (from 26th May)
If you ordered from us before May 25th, via Australia Post, the wait can be up to two months, as international post is slower than usual at the moment. Please note we no longer use Australia Post to send your orders so this will no longer be a problem.
Tracking your item:
If you ordered BEFORE May 26th: Please keep track of your parcel. When your order is processed we send you a tracking number and an Australia Post link so you can track your order within Australia. Once an order leaves Australia, you will need to go to your own country's official post/mail site and track your order there, using the tracking number supplied by us. For example, US orders will need to go to the USPS tracking website, UK order to Royal Mail tracking and so on. Email us via firstname.lastname@example.org if you have trouble tracking your parcel as our friendly staff can help (please supply your order number).
While your package is in Australia, you can track your parcel via the Australia Post website here.
UK, Canada and some European countries Customs Taxes (supplements only)
Royal, Canada Mail and some European Countries frequently charge these customers who purchase the vitamin supplements, VAT and Customs charges (taxes). To collect your order you may need to pay these charges to Royal Mail, Canada Mail or any other European postal service. Not everyone is charged these taxes but it does frequently occur.
How to contact us
Skin Friend is an Australian company based on the Gold Coast. All of our products are made in Australia to strict standards.
For a fast response send us an email. You can contact us via email@example.com or call +61 7 5663 8001 during office hours (Brisbane Australia time). Best times to call are between 9.30am and 1pm on Monday, Tuesday and Thursday when our nutritionists are working in reception.
Note: if calling us from abroad, you will need to add your country's exit code before the number.