Help and FAQ
Last updated
In short
- We ship within Australia; free shipping on orders of $50 or more.
- Change your mind? You have 14 days on unopened items.
- Faulty or damaged? Your Australian Consumer Law rights apply and we'll sort it out.
- Can't find your answer? Email support@skinovadiary.com.
Orders and payment
How do I place an order?
Add items to your cart and go to checkout. You can check out as a guest or sign in to your account. We email you an order confirmation once your payment goes through. See our Terms of sale.
Which payment methods do you accept?
Visa, Mastercard and American Express cards. Payments are processed by Stripe.
Do you store my card details?
No. Your card details go directly to Stripe and aren't stored on, or visible to, our systems. See our Privacy policy.
Can I change or cancel my order?
Email us as soon as you can with your order number. If your order hasn't been posted yet, we can cancel it and refund you in full. See Returns and refunds.
Do prices include delivery?
No. Prices are in Australian dollars (AUD). Delivery is free on orders of $50 or more, and otherwise a flat $9.95, shown at checkout before you pay.
Shipping
Where do you ship?
Within Australia only, for now. See Shipping and delivery.
How long will my order take?
Our Australian supplier sends your items to us, we check your order and post it to you. Because of that extra step, it can take a little longer than a store that ships from its own warehouse. We email you a tracking link as soon as your order is posted, and if anything is held up we'll let you know.
How do I track my order?
We email you when your order is posted, with tracking details where the carrier provides them. If you have an account, you can also see your orders under My account.
My order is late or arrived damaged. What now?
Email support@skinovadiary.com with your order number (and photos if it's damaged). We'll sort it out. See Shipping and delivery.
Returns and faulty items
Can I return something if I change my mind?
Yes, within 14 days of delivery, if the item is unused, unopened and in its original packaging. You pay the return postage. See Returns and refunds.
What if my item is faulty, damaged or not what I ordered?
Your rights under the Australian Consumer Law apply, and we'll replace or refund it, including reasonable return costs. There's no fixed deadline for faults. See Returns and refunds.
How do I start a return?
Email support@skinovadiary.com with your order number before you send anything back. We'll confirm where to post it.
When will I get my refund?
Within 5 business days of the returned item arriving and being checked. It goes back to the card you paid with. Your bank may take a little longer to show it.
Products and skin
How do I choose products for my skin?
Start with your main concern. Our Shop by concern pages group products by what you'd like help with, and the routine builder suggests a simple three-step routine.
What's a patch test, and should I do one?
Yes, for any new product. Dab a small amount on your inner arm or behind your ear, wait 24 hours, and check for redness, itching or stinging. If anything shows up, don't use the product. Our Skincare guides explain how.
Is the information on your site medical advice?
No. It's general skincare information. If your skin is painful, severe or not improving, or you have a skin condition or allergies, please see a GP or dermatologist.
A product didn't agree with my skin. What should I do?
Stop using it. If you have a reaction that's severe or doesn't settle, see a doctor. Then email us: we'll look at your options under Returns and refunds.