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FAQ

How do you work out what's best for my skin type?

A great way to start your skin journey is to visit our skin types page which will help you to choose. If you need a little extra help to find the perfect product then call one of our Qualified Skin Experts, to achieve Seriously Great Skin on (03) 5261 5560 or shoot us an email at beauty@souslkin.com.au

Can I get in contact with a real person?

Seriously Great Skin is what we are all about, so when we’re not using facial products, skin care and make up we are standing by the phones ready to help you.
You can connect with us on
Phone: (03) 5261 5560 (Monday to Friday 9am to 5pm)
Email: beauty@soulskin.com.au
Facebook: www.facebook.com.au/soulskinbeauty
Instagram: @soulskinbeauty

I forgot to add a product to my order, how do I add this without being charged for delivery?

If your order is yet to be packed, we may be able to add a product or two and avoid any additional delivery charges. Contact our Client Care on (03) 52 61 5560 as soon as you can to see if we can catch your order before our Warehouse packs it with love.

I've made a mistake on my order, how do I change it?

Not a worry, it happens! Call our friendly Client Care team on (03) 5261 5560 as soon as you can... we will try our hardest to catch your order before it is processed by our Warehouse Wonder team.

What if my order hasn't arrived?

Please note that our shipping guidelines are based on the estimated time of arrival from the dispatch date – not the date your order is placed.
Our delivery guidelines are based on business days (Monday-Fridays) Please ensure your delivery address is correct on your confirmation email. If you still have concerns please email us on beauty@soulskin.com.au

What happens if something I order is out of stock?

If one of the items you’ve ordered is out of stock, your order will be placed on hold until the available item comes back into stock. This will be reflected on a confirmation email, if you would like other items of your order dispatched earlier or an estimated dispatch date please contact us on beauty@soulskin.com.au
Thanks for your understanding.

Any other questions?

Please contact our customer service team at beauty@soulskin.com.au, or by phoning us on (03) 5261 5560 (9am - 5pm AEST, Monday to Friday, excluding national public holidays
RETURNS POLICY

The products we stock are cosmeceutical & paramedical grade and it is important to always use products as directed by a skin specialist.

If you notice any skin changes not expected from using your prescribed products , please stop using the product immediately and call us on 03 52615560 or email at beauty@soulskin.com.au. Please provide photos if relevant.

Whilst we do our best with packaging unfortunately sometimes products get damaged or maybe faulty. You must contact us within 24 hours of receiving your product/s

We require photo/visual proof of the damage products
Once we receive the product/s, we will process the refund or supply replacement in accordance with the relevant companies procedure..

Whilst we do our best with packaging unfortunately sometimes products get damaged or maybe faulty. You must contact us within 24 hours of receiving your product/s
● We require photo/visual proof of the damage products
● Once we receive the product/s, we will process the refund or supply replacement in accordance with the relevant company’s procedure.
· In the rare instance you've had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately. Allergy returns must be less than 20% used upon arrival back with us.
● For More information on Refunds, Postage and our Free Delivery Threshold contact us at (03) 5261 5560.

All approved returns will receive a credit refund back to the original Credit Card, Afterpay or PayPal account used to make the purchase. We do not offer exchanges for incorrect items, only refunds. Therefore, all approved returns are firstly refunded before a new order is created. The customer is responsible for all delivery charges associated with a returned item, unless deemed an error on behalf of soul skin or the manufacturer. A delivery fee of $4.95 will be incurred if the returned product and subsequent refund reduces the original order below the Free Delivery Threshold (currently $150.00).