Frequently Asked Questions

Please contact us as soon as possible after placing your order. We will try to assist before fulfilment begins, but changes or cancellations cannot be guaranteed once an order is being processed.

Available payment methods are displayed securely at checkout. The options shown may vary depending on your location and order.

After a successful checkout, you will see an order confirmation and receive a confirmation email at the address provided with your order.

Delivery times depend on your destination and the shipping service selected. Estimated delivery information is provided during checkout or in our current delivery information.

When tracking is available, you will receive a shipping confirmation with tracking details after your order has been dispatched.

Review your tracking information first. If there has been no recent update or the estimated delivery period has passed, contact our team with your order number.

Review the product description, directions and suitability information carefully. If you need personalised guidance, contact Skin Medic before purchasing.

Skin Medic carefully sources the products offered through our store. Product packaging may occasionally change as manufacturers update their presentation.

Stop using the product and seek appropriate medical advice if needed. Keep the product, packaging and order information in case our team requires further details.

Return eligibility depends on the product condition, return timeframe and applicable exclusions. Please review the current return requirements before sending anything back.

Contact Skin Medic with your order number, the item involved and the reason for your request. Please wait for return instructions before sending the product.

Responsibility for return shipping depends on the reason for the return and whether the item arrived damaged, incorrect or otherwise affected by an order issue.

For hygiene and safety reasons, opened, used or tampered products may not be eligible. Other exclusions may apply according to the current return policy and applicable consumer protections.

Contact us promptly with your order number, a description of the issue and clear photographs where relevant. Keep all products and packaging while the matter is reviewed.

Please report damaged, incorrect or missing items as soon as possible after delivery so the order and supporting information can be reviewed promptly.

Approved refunds are generally returned to the original payment method. Processing time after approval may vary depending on the payment provider or financial institution.