Shipping policy

Important:
We use a network of couriers, please take care to provide the full & correct details & instructions as required to ensure a successful delivery including your email address & mobile phone number. Once your order has been dispatched you will receive tracking details to your email so you are able to track your order, notify the delivery company of any special instructions such as ATL (Authority to leave) at your front door or make the necessary arrangements to pick up goods from the post office should delivery not be able to be made as scheduled.

If you do not receive a tracking email it is highly likely that it has been delegated to your junk mail, kindly check your junk mail prior to contacting our office.

If an item is unable to be delivered for reasons outside of our control eg. 'signature requested on delivery but no one home' then the items are usually delivered to the closest post office and you have a very limited time to pick the items up before they are 'RTS' returned to sender. If the items are returned to our warehouse as a result of a rejected delivery scenario, we will hold the items in quarantine and returns area. One of our staff will contact you to organise a re-delivery. Costs associated with redelivery are the buyers responsibility.

SHIPPING LOCATIONS:
We currently ship to Australia & New Zealand but are happy to ship our products anywhere in the world on request. If you're ordering from outside of Australia or New Zealand, please email us at info@skinlab.com.au as shipping will vary by country.

SPLIT SHIPMENTS & PRE-ORDERS

We do not split shipments and ALL orders without exception are shipped together unless prior arrangements have been made. Split shipping accrues greater handling and delivery costs. In particular this affects orders in which a Pre-Order item is included as part of a larger order. If you require your goods to be shipped as and when ready, kindly place separate orders with us respectively.

HANDLING TIME: 
(1 - 5 business days) Business hours are 9am > 3:30pm.

If we have the stock on hand, orders will usually be despatched on the next business day after purchase **During regular periods** in some cases for early morning orders we may even ship on the same day. You will receive a shipping confirmation email as soon as your order leaves our warehouse.

*PLEASE NOTE: During sale periods handling times can commonly exceed the above mentioned indications. Shippers also face extended delivery times and back logs whilst products are held at the shippers depot* which will affect the date you will receive your items. 

Please note that because orders ship quickly, cancellation requests and order modifications, like shipping address changes, may not be possible.
We strongly encourage careful review of all order details when placing your order to avoid delays and redelivery fees.

*IMPORTANT:
Handling & Shipping times can extend by several days during:
-Particularly busy sale periods
-Directly proceeding public holidays
-Directly proceeding a stock drop (pre-orders may overload staff)
It doesn't mean that we have forgotten your order, it just means that our team is working super hard and we just need a little more time than usual. Don't worry, you'll get an email notification once your order has been picked up by our logistic partners.

DELIVERY TIME:
Delivery times will vary depending on your location & our shippers schedule, usually arriving within a further 3>7 business days for major metro cities & a few extra days for regional areas. This could take longer during busy periods such as Christmas or EOFY or if there have been any disruptions to the courier network. Express deliveries are usually much faster, and predictable and arrive within 2>5 business days.

It is important to note that with combined shipments (if you order a number of items from us at once) as these are packed in separate boxes, in some cases they will be delivered separately. Whilst your packages may leave together from our warehouse, packages are sorted differently by different processes by carriers, since their sizes are so different. This means that you may receive some products quickly, and some products later. As long as they are ordered at the same time, they should fall under the same tracking number, and you will be able to track your order using this. Don't worry, your items will arrive - just sometimes separately! (it’s just the way that courier companies work)
If you ordered your items separately, they will be fulfilled separately.
We will do our best to have your items dispatched to you ASAP but cannot take responsibility for any delays caused by shippers. 

DO I NEED TO BE HOME FOR DELIVERY:
When you check out, please leave comments and an ATL (Authority to leave) if you would like our couriers to leave your items somewhere safe if you're not home. Most couriers in Australia work on a contactless delivery method anyway. If there isn’t a safe spot to leave your products the courier will take your items to the nearest depot and notify you in order for you to collect from there or rearrange a delivery at the time you are home.

CAN I COLLECT:
To keep overheads low and our prices fair, Skinlab® currently operates as an online business only and therefore we cannot offer any collection options.