| How do I know what skin type I have? |
| Click here for a detailed overview of the various skin types. |
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| How much does delivery cost? |
| If the total of your order doesn't reach the required minimum for free delivery, then the delivery charge is $10 to anywhere in Australia. Depending upon where you live, your package will either be delivered by a courier or by registered mail with Australia Post. |
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| I’ve forgotten my password, how do I get into My Account? |
| Simply, click into the My Account login screen. Click on the ‘Forgot Password’ link and submit your email address (that you used to join activeskin.com.au) and we’ll send you an email with your password. |
| I need to change my delivery address. |
| Once you have logged into My Account you can change your delivery and / or billing address. |
| I want to reorder a product that I purchased last time but I’ve forgotten what it’s called. |
| Your past orders can be viewed once you’ve logged into My Account. |
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| I have a discount coupon. How do I use it? |
Once you add a product into your shopping cart, a 'Coupon Box' will appear on the side of the screen. Simply enter in your discount code in the space provided, click on 'apply'. Your Cart will then automatically update and reflect your Coupon offer.
* Discount Coupons apply to products only, they do not apply to delivery charges. To avoid any delivery charges ensure you spend the minimum required that entitles you to free delivery.
* Discount Coupons may not be used on products that are on 'Special' or towards any 'Special Promotion'. |
| What happens if a product I’ve ordered is out of stock? |
| Customer service will phone you to advise that the product is out of stock and of an approximate date when the product will be back in stock (generally 1 - 3 days). As activeskin does not offer a backordering system, your order will only be dispatched once it has been completely fulfilled. You may wish to cancel the 'out of stock' item for a full refund so therefore allowing the available items to be dispatched. To receive Free Shipping, orders must still be over the minimum required (after any refund adjustments). |
| What if I purchased the wrong product or am not happy with my purchase? |
If you have mistakingly purchased the wrong product activeskin.com.au will gladly give you a full refund within 14 days of purchase. Unfortunately, we are unable to offer refunds for any opened products.
activeskin.com.au takes care in packaging all orders securely, however, occasionally product boxes may be damaged whilst in transit, therefore we do not offer refunds on products if its box is damaged. Please refer to the Returns Policy section of this site for further information. |
| Is it safe to supply my credit cards details over the internet? |
| activeskin.com.au uses the latest encryption technology when transferring your details between our server and the ecommerce payment gateway. |
| What credit cards does activeskin accept? |
| activeskin.com.au accepts payment by Visa and Mastercard. If you don’t have one of these credit cards, payment can be arranged by electronic bank transfer. Please contact Customer Service for further details. |
| What entry will show on my credit card statement? |
| Active Skin Solutions is the name that is recorded on your credit card statement. |
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| How do I get free shipping? |
| Once you have added enough products to your Cart to qualify for free delivery, your Cart will automatically refresh and reflect free delivery! |
| How long will it take for my goods to be delivered? |
| View delivery tables |
| What happens if I’m not home when the delivery person comes? |
| The delivery company will leave a calling card at your address to notify you no one was home when they called. The calling card will have a number for you to call to arrange a suitable delivery time. |
| You need to sign for the goods! |
| When registering and supplying address details on activeskin.com.au please remember that someone must be available to sign for the goods. For this reason, using a business address often ensures your goods get delivered on time. |
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