Shipping policy
Shipping Policy
SkinTrue
Last updated: August 2026
Thank you for shopping with SkinTrue. This Shipping Policy sets out how orders are processed, shipped and delivered.
Order Processing
Orders are usually processed within 1–3 business days once payment has been successfully completed.
Orders are generally not processed on weekends or public holidays.
During peak periods such as promotions, sales events, holidays or product launches, processing may take slightly longer.
After your order has been processed and shipped, you will receive a shipping confirmation email with your tracking details.
Shipping Times
Estimated delivery usually takes between 5–15 business days, depending on your location.
Delivery timeframes are estimates only and may vary due to circumstances beyond our reasonable control, including:
- Carrier delays
- Customs processing
- Severe weather
- Seasonal demand
- Public holidays
- Logistical or transport disruptions
SkinTrue cannot guarantee an exact delivery date once an order has been dispatched.
Shipping Costs
SkinTrue may offer free shipping on selected products, orders or during promotional periods.
Where shipping charges apply to your order, they will be clearly shown at checkout before payment is completed.
Shipping fees are generally non-refundable once an order has been dispatched, except where otherwise required by applicable law.
Tracking Information
Once your order has shipped, a tracking number will be sent to you by email.
Tracking updates can take around 24–72 hours to appear after the carrier has processed your shipment.
This delay is normal and does not necessarily mean your order has not been sent.
If you have not received tracking details within a reasonable time after your order was processed, please get in touch with our support team.
Where Is My Order?
After dispatch, the tracking link in your shipping confirmation email is the best way to follow your delivery.
Tracking details may take some time to update as carriers process and scan parcels through their network.
If your tracking page shows no movement straight after dispatch, this is generally normal and should update as the parcel travels through the carrier's network.
Shipping Delays
While we work hard to have orders delivered within the estimated timeframe, delays can occasionally happen for reasons outside our reasonable control.
These may include:
- Customs inspections
- Courier or carrier delays
- Transport disruptions
- Severe weather
- Peak shipping periods
- Public holidays
- Unexpected logistical disruptions
If your order seems delayed beyond the expected delivery window, please contact our support team and we will help investigate the shipment.
Incorrect Shipping Information
Customers are responsible for making sure their shipping address and contact details are entered correctly and in full at checkout.
SkinTrue is not responsible for delivery problems caused by incorrect or incomplete shipping information supplied by the customer, except where otherwise required by applicable law.
If you spot an error in your shipping details, please contact us as soon as possible at support@shopskintrue.com.
Where an order has already been processed, fulfilled or dispatched, we may not be able to change the delivery address.
Additional shipping costs arising from incorrect customer-supplied information may be the customer's responsibility where permitted by law.
Lost or Delayed Shipments
If your order appears lost or significantly delayed in transit, please contact our support team.
We will liaise with the relevant carrier or fulfilment partner to investigate the shipment and determine the appropriate next steps.
Customers may be asked to provide their order number and any other details needed to assist with the investigation.
Delivered Packages
If tracking confirms your parcel has been delivered but you cannot find it, please check around the delivery location, with others in your household, with neighbours where appropriate, and at any safe-drop location used by the carrier.
We also recommend contacting the carrier directly to request further delivery information.
If the problem continues, please contact SkinTrue support and our team will assist where reasonably possible.
SkinTrue is not responsible for parcels lost or stolen after confirmed delivery, where responsibility can lawfully be excluded.
Multiple Shipments
Orders containing several items may sometimes be shipped separately, depending on product availability, fulfilment location or warehouse availability.
Where an order is split into multiple shipments, you may receive a separate tracking number for each one.
Receiving one item before another does not necessarily mean part of your order is missing.
Customs, Duties and Taxes
For international orders, customs duties, import taxes, VAT, GST, brokerage fees or other charges may apply depending on the laws and regulations of the destination country.
Unless stated otherwise at checkout, these charges are set by the relevant local authorities and may be the customer's responsibility.
SkinTrue does not control customs processing times or charges imposed independently by customs authorities, governments, carriers or other third parties.
Customers are responsible for meeting any import requirements that apply in their destination country.
Order Changes and Cancellations
If you need to change or cancel your order, please contact our support team as soon as possible.
We will make reasonable efforts to accommodate your request; however, once an order has entered fulfilment or been dispatched, we may be unable to change or cancel it.
Any eligible refunds will be handled in line with our Refund & Returns Policy.
Australian Consumer Rights
Nothing in this Shipping Policy is intended to exclude, restrict or modify any right, guarantee or remedy that cannot lawfully be excluded under the Australian Consumer Law, including your right to have goods delivered within a reasonable time.
Contact
If you have any questions about your order, tracking, delivery or shipping, please contact our support team:
support@shopskintrue.com
SkinTrue
Australia