How long does it take to dispatch my order?
Orders placed before 1pm are usually sent the same day. If an item is out of stock, allow 24 to 48 extra hours. It's best to email before ordering if you're unsure about stock. This helps avoid unexpected delays.
How soon will my order arrive after dispatch?
Most metro area orders arrive within 24 to 48 hours after dispatch. Orders outside metro areas may take 2 to 3 days. Deliveries to Perth can take around 4 days. These are average timeframes and may vary slightly depending on Australia Post.
Can a product be added to my order later?
Yes, if your order hasn't been sent yet, an item can be added. Phone payment is available, or place a second online order. Both orders can be combined into one delivery. Call 1300 455 792 to arrange this quickly.
What is the return policy for change of mind?
Returns for change of mind are accepted within 14 days of purchase. Items must be unused and unopened. Refunds are processed using the same payment method. Return postage costs are not covered.
What should I do if I have a reaction or the item is faulty?
For product faults or allergic reactions, email a photo and invoice within 30 days. The item should be at least 80% full. A skincare team member will help assess and contact the supplier. Each case is reviewed carefully before a replacement or refund.
What happens if an item cannot be delivered?
If an order is returned due to a wrong address or missed delivery, a $9.99 fee applies. This includes parcels not collected from the post office in time. A separate invoice will be sent to cover re-delivery costs. Correct contact and address details help avoid delays.
How do I get free delivery from Skin Matrix?
You get free delivery when you spend over AU$60 in one order. Orders under AU$60 will have a delivery charge.
How does the Skin Matrix loyalty program work?
You earn 1 point for every $1 you spend. You can use your points to get discounts when you shop.
How does the refer a friend program work?
Share your special link with friends, and they get 10% OFF their first order. When their order is sent, you get 15% OFF your next shop.
Do I get free samples with my order?
Yes, you get 1 or 2 free samples with every order, depending on what is available. During sales, you will get 1 sample.