Shipping & Returns
The Clinic Shipping Information
Free Shipping for all orders $130 or above (sent as Standard Post). For orders under $130:
Standard Post $10. Received within 7 business days *
Express Post $15. Received within 3 business days *
* Shipping times vary depending on location.
Shipping Things To Note
- All our orders are despatched from Sydney metro. Orders placed by 2pm (AEDT) qualify for same day despatch.
- For security, we recommend you select Signature Required during checkout. If no-one is home to sign for the parcel, a notification card will be left at the address advising that the parcel can be collected from a nearby Post Office.
- If you select Authority to Leave, please specify a safe place in the notes section during checkout. We do not take responsibility for items that are authorised to leave that are lost, stolen, claimed as non-delivered, or otherwise missing.
- We are closed public holidays. For orders placed during public holiday periods, please allow an extra 2 business days processing time.
- We ship to Parcel Lockers, PO Boxes and GPO boxes however we do not ship to hotels or vacation rentals.
- Please double check your shipping information is correct, including business name or unit number. We do not take responsibility for shipping delays or missing items if your address is incomplete or invalid.
- Tracking information is provided by our shipping carriers and will provided to you by email during the order fulfillment process. We do not take responsibility for issues with tracking or delivery once the parcel is with the carriers.
- Should an item be returned to sender, re-postage fees may apply.
- If you have any issues please contact us firstname.lastname@example.org or 0426 266 015.
December 2019 Shipping Deadlines
In general, please allow an extra 3 business days processing time for orders placed during December 2019. Please find below approximate cut off dates to receive your order in time for Christmas. Note these are estimates only, taking into account volume increases with our carriers.
If you require a product urgently, please contact us email@example.com and we may be able to arrange an alternative courier. Extra charges may apply.
Country Western Australia - Thursday 5th December 2019
Northern Territory - Wednesday 11th December 2019
Country Tasmania & Perth - Thursday 12th December 2019
Country Victoria, Country South Australia & Country Queensland - Friday 13th December 2019
Bendigo, Cairns, Devonport, Hobart, Launceston & Townsville - Tuesday 17th December 2019
Adelaide, Bundaberg, Geelong, Mackay, Maryborough, Rockhampton & Country New South Wales - Wednesday 18th December 2019
Albury, Brisbane, Canberra, Coffs Harbour, Gold coast, Melbourne, Northern Rivers, Orange, Port Macquarie, Sunshine Coast & Toowoomba - Thursday 19th December 2019
Central coast, Newcastle, Sydney & Wollongong - Friday 20th December 2019
When will my parcel arrive?
Please see estimated shipping times in table below. We use a range of different shipping carriers to ensure the most efficient service to get your products to you as quickly as possible, however we cannot make guarantees. If you are worried about delivery times, please contact us and we can make alternative arrangements.
|Sydney, Melbourne, Brisbane metro areas||1-2 business days|
|Adelaide metro areas||2-3 business days|
|Northern Territory, Tasmania metro areas||5-7 business days|
|Perth metro areas||7-9 business days|
|Country areas||add an extra 2-3 business days|
|Sydney, Melbourne, Brisbane, Adelaide metro areas||1-2 business days|
|Northern Territory, Tasmania, Perth metro areas||2-3 business days|
|Country areas||add an extra 1-2 business days|
We ship to New Zealand, Oceania, Asia, India, China, Japan, North America, Central America, South America, Europe and the United Kingdom. Orders to these locations are usually delivered within 12 business days. Please note, these times are estimated delivery times only and international orders can be subject to delays due to customs clearances. If your country is not available on the drop-down menu on the checkout page, simply fill out the delivery address details in the other fields and we will be in touch to confirm your delivery.
International shipping charges are based on parcel weight and will be calculated at checkout. As an indication, International shipping starts at $25 for Zone 1 (New Zealand), $35 for Zone 2 (Oceania, Asia, India, China, Japan) and $45 for Zone 2 (North America, Central America, South America, Europe, United Kingdom). International orders do not qualify for free shipping.
The Clinic Returns Policy
We hope you will be delighted with your products. If you are not completely happy, we do accept returns and exchanges according to the below conditions, provided the original product is received back to us within 30 days of purchase and is under 30% used. To process a return or exchange, please email us at firstname.lastname@example.org and quote your order number.
Once returned products have been received, a refund will be processed via the same method by which you made the purchase. Please note that it can take up to 7 business days for the refund to appear in your account.
Returns due to a reaction
The products we stock are medical grade and it is important to always use products as directed on the label. We provide several tools on our website to help you choose the products that are right for your skin type, however in the rare case that your skin becomes irritated or shows signs of an allergic reaction, please stop using the product immediately and call us on 02 9386 1533.
Upon receipt of proof of a reaction (photos will suffice), we will reimburse you for a full refund for the product and shipping charges to return the product to us.
If you choose a product that does not suit your skin and wish to return it, a handling and restocking fee may apply up to 50% of the value of the item. You will be responsible for the shipping charges to return the product to us.
Damaged or Incorrect Products
Whilst we do our best, unfortunately mistakes can happen. In the rare case you receive an incorrect product or the products received are damaged, we will issue a full refund or supply replacement product free of charge. You must notify us within 24 hours of receiving a damaged or incorrect product and provide proof (photos will suffice). Once the damaged or incorrect product is returned to us, we will process the refund and reimburse you for the cost of return postage. Return postage must be sent as Signature on Delivery and Receipts must be provided as proof of purchase.
Change of Mind
For change of mind returns, you will be responsible for all shipping charges, both to return the original product and to ship the new product to you. Products returned must be in 'as-new' condition. This means you have not opened or used the product. Please return items secured in their original packaging and using Signature on Delivery. If you cannot return a product 'as new', a handling and restocking fee may apply up to 50% of the value of the item.