Can I authorise my order to be left if I’m not home?

If you are not present at the time of delivery, the postie will take your parcel to the local post office. You have 10 days to collect this item and will need to show ID. You can update the delivery instructions via the Australia Post dispatch email which is sent when your order is dispatched. This gives you the option to select “leave it in a safe place”. Here at Activeskin, we request a signature upon delivery. By requesting to have your delivery left in a safe place, you are waiving this instruction and adopting responsibility for the safe arrival of your order. Please ensure you are confident your delivery address will be safe and secure.

Can I pick up my order?

You sure can! Simply select CLICK & COLLECT as your preferred Delivery Option at the Checkout. If you aren't local to our Balgowlah Salon, sit back and relax… your order will come to you. Our speedy delivery options ensure you won’t have to wait too long to receive your products.

Can you deliver to a PO Box address?

We sure can. Just make sure you have the correct delivery details before finalising your purchase. A calling card for collection will be left at your PO Box should the parcel be too large to fit.

Do you deliver overseas?

We are proud Aussies here at Activeskin, which means your products can be delivered to your door anywhere within Australia. Unfortunately at this point in time we do not offer overseas delivery.

Does Express Post come with insurance?

Although we can track your parcel, Express Post does not include insurance. We really want you to receive and enjoy your products, so please be sure to leave clear delivery instructions. Please do not select ‘authorisation for the parcel to be left’ if you are unsure of the security at the delivery location.

How can I ensure Same Day Dispatch?

That’s easy… simply ensure all items you are purchasing display ‘Ready To Dispatch’ on the product information page, and submit your order before 3pm AEST/AEDST. We’ll lovingly pick and pack your goodies quick smart to have your order sent from our warehouse the very same day. Now how good is that!

How do I change my delivery address?

Login and view the ‘Account Details’ section towards the bottom of the screen. Click ‘View Addresses’ to either edit or delete your current address or add a new address. If the change is just for this order, you may select from the drop-down menu on the Checkout screen ‘New Address’ to enter the new details. Click ‘Continue’ to proceed to the next step.

How do I leave special delivery instructions?

Do you have a ferocious Shih Tzu to warn the postie about, or need to tell them to leave your order behind the pot plant? Simply select “leave it in a safe place” on the Australia Post dispatch email you receive to update special delivery instructions. This includes giving your authority to leave the parcel in a safe location at your address should you not be present. By requesting to have your delivery left in a safe place, you are waiving our instruction to obtain your signature, and adopting responsibility for the safe arrival of your order. Please ensure you are confident your delivery address will be safe and secure.

How do I qualify for free delivery?

It’s easier than you may think - You will automatically be given free delivery on every order over $50. All orders under $50 attract a $4.95 Delivery Fee.

How do I track my order?

A label number has been sent to you via SMS or email with your Order Confirmation. As your order is being delivered via Australia Post, head to AUSPOST.COM.AU to enter your label number into the Track Item section. Having trouble? Why not contact our expert parcel trackers on 1300 784 661.

What does ‘DISPATCH’ mean on the Product Detail page?

We love to keep you in the loop, which is why we display a Dispatch Guide for each and every product we sell. Here’s a breakdown: ‘Ready to Dispatch’ means your product is on our warehouse shelf just begging to go home with you. ‘1-2 days’, ‘3-5 days’ or ‘7 days’ indicates we will need to order, or currently have this item on order from our supplier. Within this business day timeframe is when we endeavour to send your complete order out to you. You'll find the product's Dispatch Category on the product detail page and also on your Order Confirmation email.

What happens if I’m not home when the delivery person comes?

Australia Post should leave you a calling card which will provide information about how you can arrange collection of your order.

What happens if my order is delivered incorrectly?

We will do everything we can to ensure your order gets to you. We can obtain an image from Australia Post to see where the order has been left. From here, we can lodge an enquiry with Australia Post to conduct an investigation as to where the order has been left. Sometimes the order can be retrieved and re-delivered, but in many instances, it's deemed as lost. Unfortunately, we are unable to re-dispatch your order or provide a refund until Australia Post deems the investigation as resolved, and we thank you for your patience.

What if my order delivery has been delayed beyond Australia Post's estimated delivery date?

Don't worry, we can lodge an investigation with Australia Post on your behalf for any order that falls outside of the Australia Post delivery estimate date. Please be patient whilst they look further into the cause of the delay. Unfortunately, we are unable to re-dispatch your order or provide a refund until Australia Post deems the investigation as resolved.

A product is not adding to the cart, why is this?

The product might be temporarily out of stock. But don’t worry… if you tick the box on the product description page we can shoot you an email as soon as it arrives back on our shelves to let you know it’s in and ready to order.

Can you send me some samples to try before I buy?

Due to the limited nature of the samples, we regret that we are unable to send you samples alone. However, you will receive a free sample or two (or even more) with every order.

Do you offer free samples?

You’ll love opening your Activeskin order to discover free samples. Every order will include a sample or two (or three or four) which are selected based upon availability and number of products ordered.

How do I know if the products I’m purchasing are in stock?

On the product information page, the Dispatch category table which will guide you. When this shows ‘Ready to Dispatch’ it means the product is on our shelves and is itching to be sent to you. If the Dispatch description is 1-2 days, this means the product in your order will take 1-2 business days to leave Activeskin.

How do I know what colour foundation to buy?

We do offer suggested colour swatches on the product description page, however it is best to pop into your local stockist for a test application prior to purchase. Let us help you find your nearest stockist by calling us on 1300 784 661.

How do I leave a review about a product?

The good, the bad and the beautiful! Tell us what you think about a product by selecting the ‘Write a Review’ link on your favourite (or not so favourite) product’s information page.

I forgot to add a product to my order, how do I add this without being charged for delivery?

If your order is yet to be packed, we may be able to add a product or two and avoid any additional delivery charges. Contact our Client Care Gurus on 1300 784 661 as soon as you can to see if we can catch your order before our Warehouse Wonder Women pack it with love.

I want to re-purchase a product, but I can’t remember what I purchased before?

We keep track of this so you don’t have to. Simply Login, then view 'Order History’ to find all of your purchase history.

What happens if a product I have ordered is out of stock?

When a product is out of stock at the time of order, you will not be able to add it to your Shopping Cart. If the product is able to be ordered, but then happens to be out of stock with our supplier, a friendly Customer Service Guru will contact you to offer an alternative choice or perhaps a refund for that item. 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, therefore allowing the available items to be dispatched. If a discount code has been used, the refund will be for the amount you paid after the discount was applied.

What happens if a product I have purchased then goes on sale?

We've all been there... you're enjoying your latest purchase and the next week it is on sale! At Activeskin we love to pass on the savings as they happen, whether it be a special buy or limited stock. We find it tricky to control the timing of these and apologise if this scenario affects you. Due to the limited nature of a sale period, unfortunately we are unable to honour sale prices for prior purchases.

When and why is a security check performed?

For first time orders over a pre-determined amount, you may be contacted by our customer service team and asked to verify your payment details as well as provide further proof of identification that you are the card holder. This is a merchant requirement to help minimise fraudulent transactions.

Can I get in contact with a real person?

We love beauty at Activeskin, so when we’re not playing with makeup we are standing by the phones ready to help you! You can connect with our Client Care Gurus via: Phone: 1300 784 661 (Monday to Friday 9am to 4pm) Email: admin@activeskin.com.au

Can you help me choose the right products?

We sure can. A great way to start is to visit our SKIN TYPES page which will help you to self-analyse your skin type. If you then need a little extra help to find the perfect product then call one of our Qualified Skin Experts on 1300 784 661.

How do I use your website?

We give you the power to shop the way you want! You can browse by the top-of-screen navigation tabs such Brand or Skincare then narrow your search down to find your desired products using the left side filter options. If you know what you’re looking for then you can find it via a key word search in the box under the top-of-screen bar. Click into a product to find in-depth product descriptions if you are an ingredient junkie. There are also honest product reviews so you know what’s hot and what’s not. Add as many items to the Shopping Cart as you like, and when you are ready, review and edit your selection before proceeding to the Checkout.

I am having trouble using your website?

We're excited that our new website uses the latest technology, but unfortunately that means it doesn't currently work optimally with some older web browsers, including Internet Explorer 8. We recommend that you update your browser, which is easy!

I’ve just made a mistake on my order, how do I change it?

Not a worry, it happens! Call our friendly Client Care Gurus on 1300 784 661 as soon as you can... we will try our hardest to catch your order before it is processed by our Warehouse Wonder Women.

What happens if I have a reaction to a product?

Sorry if your product doesn’t agree with your skin, but we understand this can happen. We want you to enjoy your purchase and have categorised our products based on your skin type / concern to best provide a perfect match for you. Should you experience a reaction please immediately contact our Customer Care Gurus on 1300 784 661 or email RETURNS@ACTIVESKIN.COM.AU to lodge your concern.

What happens if I’ve ordered the wrong product?

That’s easily fixed! Contact our friendly Customer Care Gurus to lodge your return. We can happily provide a refund if the goods are returned to us in original condition (i.e. unopened, unused and in resaleable condition). We just need to receive the products back within 60 days of you placing the order, but we'll cover this in more detail when you get in touch. *Notify us within one week of receiving your order.

I want to re-purchase a product, but I can’t remember the name. Can you help?

We keep track of this so you don’t have to! Simply Login, then view your 'Order History’ to find all of your purchase history, then click into the order number to view all products ordered.

How can I submit feedback to Activeskin?

We love raving reviews and happily accept constructive criticism. Please feel welcome to submit your comments via any of the contact options below. One of our Customer Service Gurus will be in touch with you shortly. Phone: 1300 784 661 Email: feedback@activeskin.com.au

Can I use two Promotion Codes on my order?

You are most welcome to use a Free Gift Promotion Code plus a Dollar Discount Promotion Code on your order, and here’s how… Once you are happy with your Shopping Cart and have met all Promotion Code criteria, enter the gift code in the DISCOUNT CODE box and select APPLY. Your Free Gift will appear in your Shopping Cart. Now enter your Dollar Discount Promotion Code in the same box and apply to see the discount appear to the right. Voila! *Please note, unfortunately only one Dollar Discount Promotion Code is redeemable on the one transaction, but why not save one for your next order?

How can I pay for my order?

We offer many ways for you to pay for products from Activeskin. We accept: *VISA or MasterCard credit cards *PayPal *Klarna *Afterpay *EFT (electronic funds transfer). Simply call to speak with our friendly Customer Service Team on 1300 784 661 to obtain the details of where you can securely transfer the purchase balance.

I have a Promotion Code but how do I use it?

After selecting all the products you would like to purchase, view your Shopping Cart, enter the ‘Discount Code’ in the box provided and click ‘Apply’. Any applicable promotions or discounts under that code will then be applied to your order. Please make sure that you meet all the qualifying criteria i.e. minimum spend and validity. *Promotion Codes apply only to products and do not apply to any delivery charges. If your order falls below the Free Delivery Threshold then a nominal charge for Standard Delivery will be applicable.

My credit card details won’t enter in, can you help me?

Ensure you aren’t entering any spaces between the numbers on your credit card. We accept VISA and MasterCard, so if you don’t have one of these cards perhaps EFT or PayPal may suit you best. The CCV refers to the last 3 digits on the back of your card when paying by credit card.

What will appear on my Credit Card statement?

Look out for Activeskin Solutions to appear as the transaction description on your credit card statement or online banking records.

Are your products genuine?

We are the real-deal at Activeskin offering genuine products sourced directly from the Australian distributor, manufacturer or from reputable wholesalers. The majority of our suppliers offer guarantees to ensure the products you receive are of equal quality to those which you would find in-store (*sigh* of relief).

How do I change my login email address?

Login and head to the ‘Account & Help’ tab at the top of the page, to then select ‘Account Information’ from the column on the left. You can edit your details here.

I’ve forgotten my password, how can I Login?

Don’t panic - Simply click 'forgot your password' at the Login screen. Submit your email address (that you used to join Activeskin) then click the 'submit' button. We’ll send you an email to create a new password!

Activeskin is proudly Australian owned and operated by skincare professionals. We have been in the industry since 1999 and online since 2006 and boast 4 skin therapists within our office team here in Sydney. At Activeskin we make sure you have access to a wide range of products at a better price, backed with exceptional customer service, all delivered to your door for a hassle-free shopping experience.