Shipping & Returns
How long will my order take to arrive?
What if my order is taking longer than usual?
We understand (and agree) that skin health is serious business and so endeavour to have all orders placed before 11.00AM picked, packed, and dispatched on the same day. Delivery guidelines are estimates made by Australia Post and based on business days, Monday – Friday, and excludes weekends and public holidays. Unfortunately, once your parcel leaves our hands we are at the mercy of Australia Post.
I’ve got a question about my order, products, or delivery
Get in touch with our team of Experts! We’ll get back to you ASAP if you are enquiring during business hours, Monday – Friday (9AM – 5.30PM) and from 9AM the following day if you leave a message. Don’t forget you can always get us on (02) 60415992 or erin@erinryanskin.com.au.
Who will deliver my parcel?
Your parcel will be sent via Australia Post (Standard Post and Express).
How can I track my parcel with Australia Post?
Find your Tracking Number in your dispatch notice email.
Enter your Tracking Number at http://auspost.com.au/track/track.html
For parcel enquiries you can contact Australia Post directly on 137 678. If you’ve been through Australia Post and still require assistance, please contact us at erin@erinryanskin.com.au.
Returns
Can I return something I’ve purchased?
In the event something goes wrong with your order (we are very careful to avoid this) simply contact us within 48 hours of receiving your order for help. Returns will only be considered for products that are unopened, unused and in the original packaging.
Incorrect/Damaged Item on Arrival: If you received an order with an incorrect product or your order arrives damaged please take a photo or video and contact us within 48 hours of delivery. Be sure to keep all items exactly as they were delivered (packaging included) until you’ve heard from our team.
Change of Mind: If you’ve had a change of heart on a product it may be returned within 48 hours of delivery and only if it is received unopened, unused and in its original packaging.
Incorrect/Damaged Item on Arrival: If you received an order with an incorrect product or your order arrives damaged please take a photo or video and contact us within 48 hours of delivery. Be sure to keep all items exactly as they were delivered (packaging included) until you’ve heard from our team.
Change of Mind: If you’ve had a change of heart on a product it may be returned within 48 hours of delivery and only if it is received unopened, unused and in its original packaging.
Faulty Product: If you’ve received a product that you think may be faulty please contact Customer Care at erin@erinryanskin.com.au with a detailed description of the product fault and a photo or video.
Allergy Return: In the rare instance you feel you have had an allergic reaction to a product please discontinue use immediately and contact Customer Care or (02) 60415992 or erin@erinryanskin.com.au with a photo or video of the skin. Our team of Experts will help you to understand whether you are experiencing a reaction (highly unlikely) or a response (a normal part of the process when skin is adapting to active ingredients and cosmedical skincare).
If you’ve received a product that you think may be faulty please contact Customer Care at erin@erinryanskin.com.au with a detailed description of the product fault and a photo or video.
Allergy Return: In the rare instance you feel you have had an allergic reaction to a product please discontinue use immediately and contact Customer Care or (02) 60415992 or erin@erinryanskin.com.au with a photo or video of the skin. Our team of Experts will help you to understand whether you are experiencing a reaction (highly unlikely) or a response (a normal part of the process when skin is adapting to active ingredients and cosmedical skincare).
What happens after I return a product?
If asked by our team to return a product, please pack it carefully to ensure it reaches us safely. Returns from metro areas usually arrive to us within 7 business days and are often longer from regional or remote areas.
We will process your return within 5 business days of your return arriving back to us and be in touch as soon as your return is complete.
I’ve got a question about my order, products, or return.
Get in touch with our team of Experts! We’ll get back to you ASAP during business hours, Monday – Friday (9AM – 5.30PM). Alternatively, you can reach us at (02) 60415992 or erin@erinryanskin.com.au.