Help and FAQs

Refunds and Exchange
Q What if I purchased the wrong product or am not happy with my purchase?
A If you have mistakenly purchased the wrong product Skin Doctors will gladly give you a full refund within 7 days of purchase. Please contact our customer service team via the contact us page for details on how to return the product. Unfortunately, we are unable to offer refunds for any opened products.

Purchasing Your Products
Q How do I know what Skin Doctors Products I should be using?
A Click here to complete your prescription.

Q I want to reorder a product that I purchased last time but I’ve forgotten what it’s called.
A Your past orders can be viewed once you’ve logged into My Account.

Q I have a discount coupon. How do I use it?
A Once you add a product into your shopping cart, a 'Coupon Box' will appear on the side of the screen. Simply enter in your discount code in the space provided, click on 'apply'. Your Cart will then automatically update and reflect your Coupon offer.
* Discount Coupons apply to products only, they do not apply to delivery charges. To avoid any delivery charges ensure you spend the minimum required that entitles you to free delivery.

Q What happens if a product I’ve ordered is out of stock?
A Skin Doctors does not part ship orders and therefore does not take orders for products that are out of stock. Typically products will be back in stock within a few days.

Delivery
Q How much does delivery cost?
A If the total of your order doesn't reach the required minimum for free delivery, then the delivery charge is $6.95 AUD to anywhere in Australia and New Zealand.

Q How do I get free shipping?
A Once you have added enough products to your Cart to qualify for free delivery, your Cart will automatically refresh and reflect free delivery!

Q How long will it take for my goods to be delivered?
A Skin Doctors (skindoctors.com.au) deliver within Australia and New Zealand. Orders will typically be delivered within 7 working days. If you do not receive your delivery within this time frame, please contact us via the contact us page.

Q What happens if I’m not home when the delivery person comes?
A The delivery company will leave a calling card at your address to notify you no one was home when they called. The calling card will have a number for you to call to arrange a suitable delivery time.

Q Do I need to be present when the good are delivered?
A When registering and supplying address details on Skin Doctors (skindoctors.com.au) please remember that someone must be available to sign for the goods. For this reason, using a business address often ensures your goods get delivered on time.

My Account
Q I’ve forgotten my password, how do I get into My Account?
A Simply, click into the My Account login screen. Click on the ‘Forgot Password’ link and submit your email address (that you used to join skindoctors.com.au) and we’ll send you an email with your password.
Q I need to change my delivery address.
A Once you have logged into My Account you can change your delivery and / or billing address.

Online Security
Q Is it safe to supply my credit cards details over the internet?
A Your online security is important to us. Skin Doctors uses the latest encryption technology when transferring your details between our server and the ecommerce payment gateway.

Q What credit cards does Skin Doctors accept?
A Skin Doctors accepts payment by Visa and Mastercard. If you do not have one of these, we recommend you visit one of our stockists (insert link to stockists page here).

Q What entry will show on my credit card statement?
A Cat Media Pty Ltd is the name that is recorded on your credit card statement.