Returns, Refunds & Shipping

Returns policy

If you are not completely satisfied with a Script Skincare purchase for any reason, please review our returns, refund, and exchange policies below.

Script Skincare returns to retail locations

Products purchased from a Script Skincare location can be returned within 2 weeks of purchase if the product is unopened and is in saleable condition.

Opened products can only be returned within 1 month if lightly used (more than 80% of the product must still be intact) and you have experienced a reaction. Reactions must be proven with photographic evidence.

Faulty products must be returned as soon as the fault is identified and must be within 1 month of purchase. The faulty product must be kept and physically returned.

Returns cannot be given under any circumstances 1 month after purchase.

We do not return opened products for any other reason.

Products are to be returned to the same Script Skincare retail outlet that the product was originally purchased from. A full refund will be issued unless you wish to exchange your product for another of equal value. Account credits are not given.

If you make a phone purchase from a specific location, postage will be charged at our online rates (see shipping policy).

If an in-store or phone purchase needs to be returned via post, it is the customers responsibility to organise and take responsibility for the return, including the cost of postage. In these circumstances the refund will not be processed until the return arrives back at the store from which it was purchased.

Refunds will be given in the same form of payment as your original purchase was made, so please bring the debit or credit card you used to purchase your order if applicable.

Please bring your receipt with you, if you do not have your receipt, your transaction may be able to be verified using your Script Skincare member details.

Returns without a receipt or that cannot otherwise be verified, will require a valid government issued photo ID that will be swiped, scanned or manually recorded at the time of the return. Information from your ID will be kept on our database to prevent fraud. Information from your ID will not be used for marketing purposes.

Scriptskincare.com.au purchases

Scriptskincare.com.au purchases can be easily returned for FREE (no return shipping or handling fees) by mail by following the below procedure. We will refund your purchase price, excluding your original shipping charges, if applicable, unless the return was a result of our error.

Unopened products must be returned unopened and in new condition within 14 days of delivery receipt.

Faulty products must be returned within 1 month of delivery receipt.

If you are unsure if your product is eligible for return please email: hello@scriptskincare.com.au

Step 1. Email hello@scriptskincare.com.au with the following information: first name, surname, email address, contact telephone number and order number which can be found on your emailed order confirmation receipt.

Step 2. We will send you a pre-paid return satchel.

Step 3. Place the products together with a copy of your emailed confirmation receipt into the satchel.

Step 4. Notify us that the parcel is ready for collection by emailing: hello@scriptskincare.com.au and we will organise for it to be collected .

Step 5. Upon receipt of the returned products we will process a refund. Please allow two weeks for your return to be processed. You will receive an email confirmation once your return has been processed. Your financial institution may take longer to reflect the transaction. If you paid with a credit or debit card, you will receive a full refund to your credit or debit card for the purchase price of the item.

Scriptskincare.com.au is unable to offer exchanges via mail

Returns can be mailed to:
Script Skincare Pty Ltd
Ground Floor, 8-10 Howitt Street
South Yarra VIC 3141

Shipping policy

Holiday shipping cut-off dates.

The following shipping cut-off dates have been provided by our courier partner as a guide only. Use them when considering purchasing items that you would like to arrive in time for Christmas. While we’ll do our best, delivery timelines cannot be guaranteed.

Holiday closure 2024 | 2025.

Our business will close on Friday, 20th December, at 1 PM and reopen on Monday, 6th January 8 AM. All online orders placed during our holiday closure period will be processed for shipping on Monday 6th of January 2025.

Standard shipping policy.

All Script Skincare order totals are shown in Australian dollars and are shipped from Melbourne Australia via courier. Script Skincare currently offers standard national OR express national shipping. We do not ship internationally. A shipping charge is mandatory on all orders under $150 (inc GST).

At check-out, you can select either:

Standard national shipping which will be charged at $12.00 (inc GST). OR, Express national shipping which will be charged at $16.00 (inc GST).

Your selected shipping charge will be calculated and added to your cart on check-out.

Free shipping

For orders over $150.00 (inc GST) a FREE standard shipping option will be made available, it is the responsibility of the customer to select this option on check-out. There is no FREE express shipping option currently available.

Approximate delivery times

For standard national delivery please allow 3 days for delivery to Metropolitan areas* and 5 -10 days for all other areas.

* Metropolitan areas in Sydney, Melbourne and Brisbane only.

For express national delivery if your order is placed before 12 noon (AEST), we can guarantee same day pick-up. Please allow 2 days for delivery.

Shipping may take additional time during sale periods, holidays, pandemics and extreme weather.

Processing

You will receive an automated email from our courier partner when your order has been packed and registered for collection.

We are closed for order processing on Saturdays, Sundays, and Australian public holidays.

Our couriers do not deliver on Australian public holidays or weekends.

Shipping FAQs

Do you ship to P.O. BOX?

Our standard couriers do not ship to P.O. BOX addresses. If you require your parcel to go to a P.O.BOX we will ship using Australia Post, which may add a slight delay. Where possible please enter a valid residential, or business address to which we can ship, rather than a P.O.BOX.

Authority to leave

By default, all parcels are shipped with an authority to leave. Our courier partner cannot provide a specific day or time for delivery and cannot phone on approach. If you do not have a safe place for your parcels to be left, please leave a note on check-out requesting a signature on delivery and we will ship using Australia Post. This may add a slight delay.

What should I do if my order has not arrived?

If your parcel hasn’t arrived within the time periods specified above, please start by tracking using the details in your shipping confirmation email. If you require additional help, please email your enquiry to hello@scriptskincare.com.au or call 1300 108 109 between 8am – 5pm (AEST).

Will I get charged for a re-delivery?

There is no re-delivery fee. If you are not available to receive the order and there is not a safe place to leave it, our courier partner will contact you to arrange re-delivery at a suitable time or take your parcel to the post office. If our partners are unable to reach you after multiple attempts, your package will be returned to us, and we will contact you.

Can I pick my parcel up from an associated Script Skincare retailer?

Unfortunately, we do not have a self-collection option currently for online orders. Please phone or visit our stores and purchase over the counter if you wish to collect your product.

Any queries please contact: hello@scriptskincare.com.au