Shipping and delivery

We ship to addresses within Australia. We don't ship overseas at the moment. We can't deliver to some addresses (such as parcel lockers or PO Boxes) if the carrier doesn't accept them; tell us at checkout if you're unsure.

Skinova Diary works with established suppliers in Australia. Once you pay, our supplier sends your items to us. We check that your order is complete and post it to you from Australia. Because your order passes through two steps before it reaches you, it can take longer than a shop that stocks everything in one place. That's why we give estimates below, and why we'd rather be honest about it than promise too much.

• Orders of $50 or more: free shipping.
• Orders under $50: a flat $9.95.
• The shipping cost is shown at checkout before you pay. All prices are in Australian dollars (AUD).

• Dispatch: our supplier sends your items to us, we check your order and then post it to you. Because of that extra step, it can take a little longer than a store that ships from its own warehouse.
• Delivery: we email you a tracking link as soon as your order is posted. Delivery time then depends on where you are and the carrier.
• Business days are Monday to Friday, not including public holidays. Busy periods, bad weather and remote areas can add time.
• If part of your order is delayed at the supplier's end, we'll email you and let you know what to expect. You can cancel the delayed part for a refund if you'd rather not wait. See Returns and refunds.

We email you when your order is posted, with tracking details where the carrier provides them. If you have an account, you can see your orders under My account.

Please check your delivery address before you pay. If you notice a mistake, email support@skinovadiary.com straight away with your order number. If your order hasn't been posted we'll fix it. If it has, we'll try, but we can't promise to catch it. If a parcel is returned to us because the address was incomplete or wrong, we'll contact you about posting it again; you may need to cover the extra postage in that case.

If you're not home, the carrier may leave your parcel in a safe place or take it to a collection point, depending on the carrier's rules. If you want a parcel left only when you're there, tell us in an email as soon as you order and we'll pass your request on, but we can't always be sure the carrier will follow it.

• Late: if your order seems to be taking too long or tracking hasn't moved for several days, email us with your order number and we'll chase it.
• Lost: if your parcel is lost, we'll replace it or refund you.
• Damaged: if something arrives damaged, email us with photos of the item and packaging. We'll replace it or refund you, including any return postage. Your rights under the Australian Consumer Law apply.

See Returns and refunds for the full picture, or email support@skinovadiary.com.