Shipping Policy and Information

Shipping:

We ship Australia wide. If you would like to place an international order please get in touch via email and we will source the specified shipping location costs.

Processing Time:

All products are made to order and will be processed within 2 to 7 business days. Please note that processing time may vary during peak seasons or promotional events.

Shipping Method:

We utilize Australia Post for all our shipping needs. This reliable service ensures that your products reach you securely and efficiently.

Delivery Times:

Once your order has been processed, the estimated delivery times are as follows:

- Standard Shipping:

- Metropolitan areas: 3 to 7 business days

- Regional areas: 5 to 10 business days

Please keep in mind that these times may vary based on your location and external factors, such as postal delays.

Shipping Costs (within Australia):

- Flat Rate Shipping: AUD $10.00 for all orders under AUD $100.00.

- Free Shipping for orders over AUD $100.00.

Order Confirmation:

Upon placing an order, you will receive an email confirmation detailing your purchase. This email will include your order number and a summary of your items.

Shipping Confirmation:

Once your order has been dispatched from our facility, you will receive a second email that includes tracking information, allowing you to monitor your shipment's journey to you.

Delivery Issues:

If you experience any delivery issues or if your package does not arrive as expected, please contact us as soon as possible so we can assist you.

Returns Policy:

For information regarding returns and exchanges, please see our Returns Policy section below.

Thank you for choosing to shop with us! We appreciate your business and strive to deliver your products promptly and in excellent condition.

Refund and Returns Policy for New England Skin

Overview

At New England Skin, we strive to provide our customers with high-quality cosmetics and exceptional service. If you are not completely satisfied with your purchase, please review our refund and returns policy below, which complies with Australian Consumer Law.

Eligibility for Returns

You may return products under the following conditions:

- The product is defective or damaged upon arrival.

- You have received the wrong product that does not match your order.

- You experience an adverse reaction to the product as per the guidelines provided with it.

Please note that due to hygiene reasons, we cannot accept returns for opened or used cosmetic products unless they are faulty or defective.

Time Frame for Returns

You can initiate a return within 30 days from the date of purchase. After this period, we may not be able to process your refund or exchange.

Process for Returns:

1. Contact Us: To initiate a return, please contact our customer service team at hello@newenglandskin.com.au with your order details and reason for the return.

2. Return Authorisation: Our team will provide you with a Return Authorisation Number (RAN) and instructions on how to return the product.

3. Shipping: Please securely package the product you wish to return and include your order number and the RAN. You will be responsible for the return shipping costs unless the return is due to an error on our part.

Refunds

Once your return is received and inspected, we will notify you regarding the status of your refund. If approved, your refund will be processed, and the credit will automatically be applied to your original payment method within a certain number of days, depending on your bank or credit card provider.

Exchanges

If you wish to exchange a product for another item, please follow the same process outlined above for returns, and specify the item you would like to receive in exchange. Note that exchanges are subject to product availability.

Consumer Guarantees

Under the Australian Consumer Law, you are entitled to a refund or exchange if the goods are defective, unsafe, or not as described. Please reach out to us if you feel that a product does not meet these guarantees, and we will work with you to resolve the issue.

Contact Information

If you have any questions about our return and refund policy, or if you need assistance with the return process, please reach out to us:

- Email: hello@newenglandskin.com.au

Thank you for shopping with New England Skin! We appreciate your business and are committed to your satisfaction.