FAQ
Orders and Shipping
Where does Active Skin ship?
We ship to Australia, New Zealand and selected international destinations.
Applicable taxes are calculated and displayed at checkout before payment. International orders may be subject to import duties and taxes payable by the customer on delivery.
When will my order be dispatched?
Orders placed before 1:00 pm AEST are dispatched the same business day. Orders placed after 1:00 pm AEST are dispatched the next business day, Monday to Friday.
How long does delivery take?
- Australia: approximately 1–3 business days
- International: delivery times vary by destination
Delivery timeframes are estimates and may be affected by carrier delays outside our control.
Which carriers do you use?
Orders are sent through Australia Post or a courier service. Tracking is included, and a signature may be required on delivery.
What happens if I miss my delivery?
Your parcel may be redirected to your local post office or collection agent.
What if my parcel is returned to Active Skin?
If a parcel is returned because it was not collected or the delivery address was incorrect, a restocking fee of 20% of the order value plus the original shipping cost may apply.
What are your shipping rates?
- Australia-wide flat rate: $10 AUD
- International flat rate: $35 AUD
See our Shipping Policy for further information.
Returns and Refunds
Do you offer change-of-mind returns?
We do not offer refunds or exchanges for change of mind, incorrect selection or general dissatisfaction unless required by law.
What returns are accepted?
Refunds or replacements are available for faulty products in accordance with Australian Consumer Law.
How do I request a return for a faulty item?
- Contact us within seven days of receiving your order.
- Obtain a Return Goods Form (RFG) number before returning the item.
- Return the product to our warehouse for assessment.
When are refunds processed?
Approved refunds are returned to the original payment method after the returned item has been received and assessed.
See our Refund Policy for further information.
Product Information and Safety
Are your products intended to treat medical conditions?
No. Our products are cosmetics and nutritional supplements. They are not intended to diagnose, treat, cure or prevent disease.
Will results vary?
Yes. Results vary between individuals.
What should I do if irritation or an adverse reaction occurs?
Stop using the product immediately and seek medical advice if symptoms persist.
Can I use your products while pregnant or breastfeeding, or if I have a medical condition?
Consult your medical practitioner before using skincare products or supplements.
Authenticity and Quality
Are Active Skin products authentic?
Yes. All products sold by Active Skin are brand new, authentic and sourced exclusively from approved GMP-certified facilities worldwide.
Contact Active Skin
How can I contact Active Skin?
Call 02 9729 2478 or 1300 79 89 69, or email sales@activeskin.net.au.
You can also review our Privacy Policy and Terms of Service.