Shipping Policy

Welcome to The Clinic Skin Health & Wellness. By accessing our website and engaging with our services, you agree to the following policies and terms. Please read them carefully before proceeding with your bookings or purchases.

Shipping Policy – The Clinic Skin Health & Wellness

At The Clinic Skin Health & Wellness, we are committed to providing our clients with a seamless and efficient shopping experience. Please read our shipping policy carefully to understand our shipping procedures, fees and delivery timelines.

1. Order Processing Time

  • All orders are processed and dispatched within 2 to 8 business days from the date the order is placed.
  • Orders are processed from Monday to Friday, excluding public holidays and weekends.
  • During peak promotional periods, processing times may be slightly delayed due to increased order volume.
  • If an item is out of stock, you will be notified via email with an estimated restock timeline or given the option for a refund or product substitution.

2. Order Minimum and Payment

  • A minimum order value of $50 AUD applies to all online purchases.
  • Full payment must be made at the time of placing the order.
  • Orders will not be processed or dispatched until payment has been successfully received.

3. Shipping Fees and Delivery Times

We offer flat-rate and complimentary shipping options depending on the total order value:

Order Value

Shipping Fee

Estimated Delivery Time

Orders under $1,000 AUD

Flat rate of $20 AUD

3–8 business days within metropolitan areas

Orders over $1,000 AUD

Complimentary (free) shipping

3–8 business days within metropolitan areas
  • Shipping to rural and remote areas may take an additional 2–5 business days.
  • We currently do not offer international shipping.

4. Click & Collect Service

For local clients, we offer a Click & Collect option for added convenience.

  • Orders will be ready for collection within 2 business days after the order has been placed.
  • You will receive a confirmation email when your order is available for pickup.
  • Orders can be collected from our clinic at the following address:
    • G24, 6 Provan Street, Campbell ACT, 2612.
    • Collection hours: Monday to Friday, 10:00 AM – 5:00 PM.
  • Please bring your order confirmation email and valid identification when collecting your order.

5. Tracking Your Order

  • Once your order has been dispatched, you will receive an email with a tracking number to monitor your shipment’s progress.
  • All orders are shipped via reputable courier services such as Australia Post, StarTrack, or similar trusted carriers.
  • If you do not receive your tracking information within 5 business days of placing your order, please contact our support team at hello@clinicskinhealth.com.

6. Shipping Address Accuracy

  • It is the customer’s responsibility to ensure that the shipping address provided at checkout is accurate and complete.
  • The Clinic Skin Health & Wellness will not be held responsible for delivery delays, lost shipments, or additional shipping costs due to incorrect or incomplete addresses.
  • If an incorrect address is provided and the package is returned to us, the customer will be responsible for any re-shipping fees.

7. Lost or Delayed Shipments

  • While we strive to ensure timely delivery, unforeseen circumstances such as weather disruptions, carrier delays, or public holidays may affect delivery times.
  • If your order has not arrived within the estimated timeframe, please contact the courier directly using the tracking number provided.
  • If the courier is unable to locate your package, please contact our customer service team for assistance.

8. Damaged or Missing Items

  • All products are carefully inspected and packed before shipping to ensure they arrive in excellent condition.
  • If your order arrives damaged or with missing items, please notify us within 24 hours of receipt via email at hello@clinicskinhealth.com, including:
    • Your order number.
    • Photographic evidence of the damaged product and packaging.
  • We will liaise with the courier to resolve the issue, but we do not guarantee refunds or replacements for damages caused during transit.
  • The Clinic Skin Health & Wellness assumes no responsibility for products damaged or lost once they have left our premises.

9. Refunds and Returns Policy

Please note the following regarding returns:

  • We do not offer refunds or exchanges for:
    • Change of mind.
    • Incorrect product selection for your skin concerns. We always recommend a Consultation.
    • Products purchased as gifts.
  • Refunds will only be provided if we are unable to fulfill your order within the promised time frame.

10. Order Cancellations

  • If your order has already been processed or shipped, cancellations will not be accepted.
  • Cancellation requests must be submitted in writing to hello@clinicskinhealth.com.

11. International Orders

  • At this time, The Clinic Skin Health & Wellness does not offer international shipping.
  • Orders placed with an international shipping address will be cancelled and refunded.

12. Special Instructions for Orders

  • If you have any special delivery requests (e.g., specific delivery timeframes, leave-at-door instructions), please include them in the notes section at checkout.
  • While we will do our best to accommodate special requests, we cannot guarantee all requests can be fulfilled by the courier.

13. Questions or Concerns

If you have any questions regarding our shipping policy or need assistance with an order, please contact our team: