Frequently asked questions

Products

Are all Clear Skincare products available on the online store?

We are currently running a clearance sale of all Clear Skincare product stock. During this period, we expect products to run low and out of stock. In this instance, we suggest you contact your local Clear Skincare Clinic to check stock availability.

Can I reserve products online for pickup from a Clear Skincare Clinic?

No, this service is not currently available, however, we would suggest you contact your nearest Clear Skincare Clinic and enquire if they have the stock available for you to purchase in clinic.

Does the product price include GST?

All product pricing on the website includes GST.

How do I search for products in the Online store?

Simply click the magnifying glass icon and type into the search field. Enter a keyword, or description and click 'Search'.

Can I get a refund or exchange if I change my mind?

Unfortunately, we do not offer refunds or exchanges for change of mind. Please read our Refund Policy to find out more.

Online Orders

Can I cancel or change my order?

After you've submitted your order, unfortunately you can't change or cancel it. Please read our Refund Policy for further details.  

How do I place my first order online?

Simply browse the site for products, click 'Add to cart'. When you are ready to purchase, select the 'Checkout' button located on the top of every page and follow the instructions to complete your order.

How will I know if my online order has been completed successfully?

Once we have fulfilled your order, you will receive a confirmation text message from Startrack with tracking details (if you have provided your mobile phone number). Once your order is shipped, you'll receive an additional email from Startack to notify you that it's on its way. It will include your tracking number.

Is there a minimum order amount?

No, there is no minimum amount that you are required to spend, although if you spend over $50AUD / $75NZD you will receive free shipping.

Delivery and Tracking

What are the delivery fees and options for online purchases?

Our delivery costs are:

Australia:
Free Express Shipping for orders over $50AUD
Express Shipping is $9.95 for orders under $50AUD

New Zealand:
Free shipping for orders over $75NZD
Standard Shipping is $15 for orders under $75NZD

Note: We cannot ship products containing Salicylic Acid to New Zealand.

Can I send a single order to more than one address?

Yes, single orders can be shipped to multiple addresses. Simply click edit on your shopping cart to add multiple shipping addresses.

Do you deliver in my area?

We deliver to most Australian destinations; however, please visit StarTrack for their full delivery listing.

Do you deliver internationally?

At this stage we only deliver to Australian and New Zealand addresses.

How do you deliver my online purchases?

Domestic parcels are delivered with StarTrack, and International items are delivered with Auspost International services.

How long will it take for my order to arrive?

When your parcel has been dispatched, you’ll receive an email that includes a unique tracking code and instructions so you can find out where your parcel is at any time.

AUSTRALIA:
From dispatch, the estimated metro delivery times are: Delivery: 3-10 business days (excluding weekends*).

NEW ZEALAND:
Delivery Method Standard Australia Post eParcel
All of NZ: 5-10 business days from dispatch.

Please note: Orders submitted from Friday afternoon to Sunday evening will not be processed until the next working day. Delivery times may be longer than normal for orders placed during popular promotions and around seasonal events and public holidays such as Easter and Christmas. Please allow extra time for delivery during these peak periods. Delivery may take a little longer to rural areas, so it’s best to order early. Delivery times do not include day of dispatch.


Boxing Day Promotion - Orders & Deliveries

Please note, delivery times may be longer than normal for orders placed during our Boxing Day promotion.

Please allow extra time for delivery during this peak period. 

How will I know when my order has been shipped?

Once we have received and fulfilled your order you will receive a confirmation text message from StarTrack (if you have provided a mobile number). Once your order is shipped, you'll receive an additional email from StarTrack to notify you that it's on its way. It will include your tracking number.

What happens if I do not complete the delivery address for my online order correctly?

Your order will be sent back to Clear Skincare and we will refund the cost of the products you ordered less the shipping and handling fee. You may then choose to place another order with us being careful to ensure your delivery address is correct.

What if I am not around when my order is delivered? Who can accept my delivery?

Anyone who is present at the time of delivery can accept your parcel. If no one is available, StarTrack will leave your order at the delivery address without a signature, if it is safe to do so. If you have the AusPost MyPost App you will receive notification. Simply Log In or sign up for MyPost.

What should I do if my parcel does not arrive?

You will be sent a parcel tracking code when your order is confirmed. You can check the status of your delivery via Startrack https://startrack.com.au/track/search or call on 13 23 45 and quote your tracking number.

Request to change delivery address

AUSTRALIA 
If you are within Australia, you can request a redirection via AusPost MyPost App once your parcel leaves the sender right up until the day of delivery.  

1. Check if redirection is available for your parcel 
AusPost will let you know if they can redirect your delivery via their tracking page or through any tracking emails they send you. 

2. Log in to your MyPost account 
You can only request redirection for parcels if you have a MyPost account. Log in to view your track list and collection points. Or sign up for MyPost . 

3. Request a redirection 
If your parcel is eligible for redirection, you’ll be able to choose that option from the track list in your MyPost account. 

What you need to know about redirecting your parcel 

  • You can request redirection once your parcel leaves the sender right up until the day of delivery. If redirection is no longer available for a particular parcel, you won’t be able to choose this option. 
  • When you shop online, use the same email address that you used for your MyPost account. This lets you access delivery options like redirection. 
  • Add your home address and mobile number to your MyPost account so they can match more parcels to you and enable your preferred delivery options. 


NEW ZEALAND 
Unfortunately, we are unable to update the delivery details as your parcel is being sent with AusPost via an international delivery partner. 

Payments

Can I layby products?

No, we don't offer a layby facility instore or online at this stage.  

I have lost my receipt/tax invoice. Can I get a replacement?

If you purchased from a Clear Skincare Clinic, unfortunately, we're not able duplicate tax invoices. The transaction on your credit or debit card statement can be used for proof of purchase in most circumstances, if you used this payment method. If you purchased online, you can reach out to our Customer Care Team at customerservice@clearskincareclinics.com.au.

What is the CCV on a credit/debit card?

It is the 3-digit code located on the back of your credit card, above the signature box and next to the 16-digit credit card number. For American Express, it is the 4-digit code printed on the front of the card just above and to the right of your credit card number.  

What payment methods can I use for online purchases?

You can use VISA, MasterCard, American Express, AfterPay (AU only), Zip Pay (AU only) or PayPal to purchase from our online store.  

What should I do if my credit card is declined?

If your payment fails, you will be given the option to provide another form of payment

Will I get a tax invoice for an online purchase?

Yes. You will be emailed a tax invoice as soon as you complete your online order. Should you not receive an email invoice, please contact our Customer Care team at customerservice@clearskincareclinics.com.au

Product Returns

Can I return or exchange a product?

We do not return or exchange product on change of mind. Please read our Returns Policy to find out more.

How do I return a product that I purchased from a Clear Skincare Clinic?

Unfortunately, we do not accept product returns or exchanges. For more information, please view our Returns Policy.

I have been approved for a refund. How long will it take for the money to be credited back to me?

Depending on the type of card used it usually takes from 3 to 5 business days for a refund to be credited, following approval. All refunds from Clear Skincare Online Store Orders are refunded back to the card used to make the purchase.

What should I do if I am missing an item from my order?

While we do our best to make sure you get your complete order, there can be a couple of reasons why you may receive your order with some items missing. One cause is that one or more of the items you ordered were unavailable, and in this case, you will be refunded for the item(s) not delivered. Or, we may have made a simple mistake while picking your order. If you discover that you have a missing item and you have not received an email notification, please follow these steps within 14 days of receiving your order: Email our customer service team on customerservice@clearskincareclinics.com.au or call them on AU: 1300 442 632 / NZ: 0800 632 442 between 9.00am to 5.00pm (AEDT), Monday to Friday.

Gift Cards

If I buy a Gift Card online, how will it be received?

eGift Cards purchased from the Clear Skincare website via the 'Book Now' button and will be delivered to the email address nominated by you once payment has been received.

Is the Gift Card physical or digital?

You can purchase a physical Gift Card at any Clear Skincare Clinic or alternatively you can purchase a eGift Card here, and the eGift Card will be delivered to the email address nominated by you.

Can I use my Gift Card on any treatment or product?

You can use your voucher for any skin treatment or laser treatment, excluding all Cosmetic Aesthetic Treatments. You can also use the Gift Card to purchase any of our Skincare products.

What happens if the value of my treatment or product is more than the credit on my Gift Card?

No problem, if you wish to make a purchase for an amount that exceeds the gift card value, you will simply be asked to pay the excess using another payment method.

Can I use my Gift Card in Australia and New Zealand clinics?

Gift Cards purchased in New Zealand are not redeemable in Australia and vice versa.

How long is may Gift Card valid for?

Each Gift Card is valid for three years from the date of purchase.

Can I transfer or swap my Gift Card to another person?

Gift Cards cannot be swapped or transferred to another person and are not redeemable for cash.

What happens if I have lost my Gift Card?

If a Gift Card is lost or stolen, provided we have your details in the system, we can replace the gift card using such details. If your details are not in the system then we will not be able to replace the gift card in the event it is lost or stolen.