FAQ - The Clinic


How do I know which product is right for me?

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.

Our Free Online Skin Consultation gives product recommendations in 3 easy steps.

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

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

Are there any products I shouldn't use when pregnant or breastfeeding?

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.

What if I don't like the product or it isn't suitable to my skin, can I return it?

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.

Why can’t I buy certain products online?

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.

Where can I find a list of product ingredients?

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

Shipping + Delivery

How long does shipping take?

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.

Do you ship internationally?

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.

I need a product urgently; can you help?

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.


What payment methods do you accept?

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.

I’ve got a gift certificate, what can I use it for?

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

How do I update my details?

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.