FAQS
Find answers to our most frequently asked questions.
Find answers about our products
Products Information
What is Prescription Skincare?
Our prescription skincare is professional-grade skincare prescribed by qualified skin experts—not doctors. These products contain higher concentrations of active ingredients than standard retail skincare, allowing for real, visible results. Think of it as your skin’s prescription for transformation—without needing a trip to the dermatologist.
What is Skin Solutions Store?
Skin Solutions is a platform designed to bring professional, prescription skincare directly to your home.
Because prescription skincare needs to be prescribed for specific skin concerns, we’ve developed an easy online consultation that you can complete from the comfort of your own home.
During your consultation, we’ll chat about your skin, your goals, and take a look at your skin’s condition. From there, we’ll prescribe exactly what you need, and you can complete your order online — we’ll then ship it straight to your door.
We’re a team of qualified skin therapists with over 50 years of industry experience, and we’re passionate about skin health, maintaining a strong skin barrier, and helping everyone achieve their healthiest skin possible.
Which brands do you stock?
We’ve chosen a variety of professional skincare brands — each for a specific reason. Every brand we stock has been carefully selected and had to meet all our criteria to ensure quality, safety, and results.
We currently stock:
ProLogic Skincare, Circadia, Saint Minerals, Nordic Naturals, Avocado Zinc, and Imbibe supplements.
We value a strong, healthy skin barrier, and each of these brands supports that philosophy.
You’ll also find that the majority of our brands are Australian-owned, with the exception of Circadia, chosen for its incredible research and development in skin science and innovation.
Why do you have password protection?
That’s a great question! The skincare ranges we stock are professional-grade, which means they’re not suitable to purchase without proper guidance.
Because these formulas are clinically effective and results-driven, it’s important to make sure you’re using the right products for your individual skin.
That’s why our brands are internet-protected with a password.
Once you’ve had your online skin consultation, we’ll understand your skin type and concerns and can prescribe the right products for you.
After your consultation, we’ll provide you with a password, so you can access and purchase your prescribed products anytime.
And once you’ve got your password — it’s easy! You’ll be able to jump online and reorder whenever you need a top-up.
How do I find out which products are best suited to my skin?
Our dedicated team of professional skin therapists is ready to assist you online, from the comfort of your home. We are bringing the in-clinic experience direct to you
Simply book your consultation, complete the short skin form we’ll send you, and then meet us online.
We’ll discuss your skin concerns, goals, and create a personalised prescription just for you. It’s that simple!
Are your product ranges cruelty-free?
Yes — we only stock cruelty-free skincare ranges.
How long will it take to see results?
You’ll notice your skin feeling smooth, hydrated, and refreshed almost immediately.
However, the true results generally appear over time — usually within four weeks as your skin completes a full renewal cycle.
Some products, such as those containing Vitamin A, can take a little longer (up to three months) to reveal their full benefits.
Consistency is key — every skin is unique, but with regular use, you’ll see visible improvements between four weeks and three months.
I’ve just received my skincare order — how do I know how to use it and in what order?
Great question! Each product has a ‘How to Use’ tab on its product page for quick reference.
You’ll also receive detailed instructions in your personalised prescription form, which we email to you after your consultation.
Plus, we’ve written a handy post that explains exactly how to layer your skincare products — from the lightest to the heaviest textures.
Follow this link to read: insert link here
Can I use all your products while pregnant?
Great question — and one we get asked often!
The good news is that most of our products are perfectly safe to use during pregnancy.
However, we do recommend avoiding retinol-based, vitamin A, and salicylic acid products while you’re expecting.
When you have your consultation with one of our skin therapists, they’ll be able to give you personalised advice and recommend products that are completely safe and suitable for you during this special time.
Find answers to our most frequently asked questions.
Orders & Shipping
Who are your shipping partners?
We use Australia Post for all orders.
How long will my order take to arrive?
We process most orders within one business day, and Australia Post typically delivers within four to seven business days once dispatched.
You’ll receive an email with your shipping confirmation and tracking details as soon as your parcel is on its way.
Please note: Australia Post may experience delays during peak periods.
Can I change my address once I’ve placed my order?
Once we receive an order, our team moves quickly to pack and dispatch it — but we’ll always do our best to help!
If you’ve entered the wrong address, please email our customer service team as soon as possible with your order number and correct address details.
If your order hasn’t been shipped yet, we’ll update it for you.
Where is my order confirmation?
Once your order is placed, a confirmation email is automatically sent to the email address used at checkout.
This usually arrives within an hour. If you don’t see it:
- Check your junk or spam folder.
- Double-check your email address for typos.
If you still can’t find it, please contact customer service and include:
- Your full name
- The email address used for your order
- The time and date of purchase
We’ll do our best to locate it for you.
Do you ship internationally?
Not at this stage — we currently ship within Australia only.
What should I do if I’ve received the wrong item?
We’re so sorry — we know how frustrating that can be!
Please contact customer service and include:
- Your order number
- A photo of the incorrect product
- A photo of your shipping label
We’ll sort it out for you as quickly as possible.
Find answers about our products
Refunds & Returns
Can I return or exchange my product?
For hygiene reasons, we’re unfortunately unable to accept returns or exchanges on any products.
However, if your item arrives faulty or damaged, please contact our customer service team within seven days of receiving your order.
Include the following details to help us assist you quickly:
- Your order number
- Your contact details
- A photo of the damaged or faulty product
We’ll review your request promptly and get back to you with the next steps.
How will my refund be processed?
If a refund is approved, it will be issued to the same card or gift card used for the original purchase.