FAQ - The Clinic

Once your order is placed, changes are not guaranteed.

On occasion, we may be able to make an adjustment — but this is time-sensitive.

Please phone or email us with any changes as soon as possible at shop@theclinic.net.au or +61 426 266 015.

If your order has already been processed and you wish to return an item, our Customer Care team is here to help. You can view our returns policy here.

While we aim to keep all your favourite products in stock, we may occasionally sell out.

If the item you’re looking for is unavailable online, you can get in touch and we’ll let you know as soon as it’s back.

Need help locating something specific? Our team is always here to assist.

We offer a complimentary sample with every online order over $175.

Each sample is hand-picked by our team based on your past purchases and what best complements the products in your current order. Sample sizes vary from 2ml–7ml, and the brand may differ depending on availability.

If there’s a specific sample you’ve been wanting to try, feel free to reach out once you’ve placed your qualifying order. We’ll do our best to include it, or a very similar alternative, subject to stock availability.

At The Clinic we are committed to real results, which only come from using the products that are right for your individual skin type and concerns. We have several tools available to help you find the products that are right for you.

If you’d like to speak with one of our medically trained team for a more in depth recommendation, book a Phone Consultation.

Or if you’d like to discuss a long term skin plan, visit us for an in-clinic consultation.

As our products contain active ingredients, there are some that are not recommended for use during pregnancy or breastfeeding. In each product description you will see this highlighted. If you are unsure or would like more information on skincare during pregnancy or breastfeeding, come and see us for a consultation.

If you have any problems at all with a product, please contact us at shop@theclinic.net.au and we will be happy to refund or exchange it for you. More information on our returns policy can be found here.

Some of our specialty product ranges cannot be purchased online because they contain active ingredients that require a skin consultation prior to prescription. Give us a call on 02 9386 1533 to arrange a consultation, or if you’ve used our products before and wish to re-purchase, we can easily process the transaction over the phone.

In each product description you will find an outline of the key ingredients as well as a full ingredients listing. 

We'll update you by email on your order fulfillment every step of the way. For Sydney Metropolitan areas, your order should arrive within 3 business days. For regional areas and interstate, your order should arrive within 7 business days. If your order hasn't arrived within 10 days, please email shop@theclinic.net.au to rectify. Please allow extra shipping time during public holidays periods. More information on our shipping policy can be found here.

Yes, we can ship almost anywhere! International shipping is from $25 and usually delivered within 12 business days. More information on our shipping policy can be found here.

If your order is particularly urgent, please call us on 02 9386 1533 and we will do our best to arrange alternate shipping methods. Additional charges may apply.

Our online store accepts all major credit/debit cards, Paypal or you can buy now, pay later with Afterpay, ZipMoney or Klarna. In store, we accept cash and all major credit/debit cards. Unfortunately we do not accept payment by cheque or bank transfer.

Our gift certificates are redeemable on all treatments and products, both in-clinic and online. 

How do I update my details?To update any of your personal details, including shipping address or password, you can do so in your online account. Please login here.