Delivery and Returns

 

SKIN BY MONICA DELIVERY OFFER

FREE SHIPPING OFFERED ON ALL ORDERS OVER $100 AUD


DELIVERY


Can I add to my order after payment?
Please send us an email within 12 hours as orders may have been dispatched, and if so we aren't able to add to the shipment.



Can I adjust my delivery method after payment?
Unfortunately, Changes aren't able to be made once orders have been paid and fulfilled.

 

Am I able to track my order?
ALL shipment over $1500 comes with a tracking number. Once your order has been processed you'll receive an email or SMS with your tracking details.

 

My shipment has not arrived?
If your parcel has not arrived within said business days please check the status of the parcel online with the tracking number provided. 

If the status is not correct please contact the courier company to locate your shipment.


What are your delivery options and how much is shipping?


On ALL orders under $100 
Metropolitan areas in Australia and internationally.

Below we have indicative prices. Please use the Aus Post Calculator provided at checkout for a more accurate price.


Domestic

Express shipping 
1-3 Business days 
$15.00


Express shipping + Insurance
1-3 business days
$21.00

 
International

Please email us before placing an order as we may have the items available at a distribution centre nearby to save on shipping.

Standard air or sea shipping
1-7 business days
$41.00

 Express + insurance
1-5 business days

$64.00

 

- Shipping couriers do not deliver on Australian public holidays.
- Orders are not processed on weekends and Australian public holidays.
- Shipping fees will apply should your purchase amount is under $100
- Delivery may take longer during sales, holiday season, weather changes and unforeseen events that affect traffic and business operations.
- SKIN BY MONICA is not liable for incorrect input of shipping address. Once orders are dispatched this cannot be changed. Costs will incur by courier should this occur.


Can you ship to a P.O BOX?
We require a signature for all packages delivered, Therefore we do not ship to a PO BOX address.



I may not be available to sign for the delivery, can the courier just leave it in a safe place?

Please head online to the couriers' website and arrange this option.


SKIN BY MONICA is not liable for any damaged, missing or stolen parcel should you choose this option.

Only one delivery attempt will be made for ALL Shipping.
Should there be no safe place for the parcel to be left, a card will be left for you for pick up from your local pick up location.

Parcels not being picked up within 14 days will be returned to us and shipping fees will apply for reshipment.

In the unlikely event that this occurs and you have a change of mind and request a return, then a 90% of purchase price refund minus the shipping fee will be given. A 10% restocking fee will be applied.

Can I collect my order directly in-store?
Yes and No. Some products are only available online as inventory is located at our distribution centre in the US, Montreal, Canada and Sydney, Australia. 

Please send us an email first if you prefer to Click and collect as we may have item in stock.

 

RETURNS

I have lost my proof of purchase can I please return my items?
Proof of purchase is required to obtain a refund or exchange. 

Alternatively, if you have misplaced or lost your receipts we can marry up information from a screenshot of your bank transaction of the purchase to your 'Order' record in your 'account' if you have created an account. 

For this reason, we strongly recommend you create an account with us instead of 'checking out as guest' as a safeguard.

How do I return products?
As items are returned to a large warehouse,
Returns and exchanges must be approved before sending it back.

In case your parcel goes walk about in the warehouse, Please email us and one our representatives will help with your unique required approved code to add to the return parcel. 

SKIN BY MONICA will not be liable for returns that goes missing without an approved code or tracking number on parcels returned. 

I have a change of mind, can I get a refund?
Please send the unopened/unused item back within 14 days of purchase to receive a full refund minus shipment fees.



If I used other payment methods other than cash can I get cash back as a refund?

We will refund the amount using the same method that was used at time of purchase. 


I have opened up the items/product can I get an exchange?
Yes, an exchange is offered for simply change of mind as long as it hasn't been used
.


Please return by 14 days from your purchase date.

 

My order is wrong, what do I do?
Please email us within 3 days of receiving the shipment and we will be able to assist in correcting the matter.

 

I am missing items from my order...
Please email us with the missing items detail so we are able to contact our distribution centre to investigate further and correct your order.


I have received a faulty product?
We have a team to make sure and sign off on all products are in good working order before they are packaged and sent. Should you receive a product that is faulty please send us an email within 5 days of receiving the shipment and we will be able to instruct you on how to proceed next.

Once we receive the faulty item/s we will investigate further and offer an exchange or refund accordingly.


The Courier delivered my shipment and it's damaged..
Should a courier be responsible for the damage SKIN BY MONICA will not be liable. A claim can be lodged with the courier IF insurance was purchased at the time of checkout.


We strongly suggest keeping the option "signature required on delivery" and for you to INSPECT THE SHIPMENT CAREFULLY BEFORE SIGNING. We are unable to offer a refund for parcels damaged by the courier and it is up to you to take the matters up to them personally.


PLEASE DO NOT SIGN IF YOU CAN SEE VISIBLE DAMAGE TO THE SHIPMENT.

Please take a photo and keep it for your record and then dispute the matter online with the courier company. 

What kind of products can I return?
All unopened items returned within 14 days from purchase date will be given a full refund minus shipping fee.

All unopened items returned within 14 days from purchase date will be given a full amount in exchange credits minus shipping fee.

How long does a refund take?
Once we receive the parcel, 3 days. Check with your financial institution for the time frame of funds clearing into your account.

I bought a treatment package, however, I received results much sooner than expected. Can I get a refund of the remaining credits?

That's wonderful. That's what we love to hear.

If only 3 treatments were performed then we would charge the treatments at per single unit price to the value of what it was at the time of purchase.
We will give you a full refund of remaining unused credits.

Treatment package paid with gift vouchers will receive a Return Credit note with the amount of remaining unused credits.