Frequently Asked Questions
How can I become an EST Skinlab member?
Once you have registered for an online account, you will automatically be a member of EST Skinlab. You can start earning points as soon as you make your first purchase with us!
How do I start earning points?
Earning points is easy! You will earn points every time you make a purchase. The more you buy, the more you earn!
You can earn points for every purchase. You will accumulate 2 points for every $1 you spend. Your points are calculated from the total amount spent at checkout, excluding delivery costs.
How can I use my points?
Once you have accumulated 2,000 points, you are then eligible to use your points for a discount at the checkout. You may only use 2,000 points or more for each discount at the checkout.
Can I earn points through the guest checkout?
Orders made through the guest checkout cannot currently earn points.
Please register for an EST Skinlab account, where each order can accumulate points and you will receive a free sample with every purchase.
Will my points expire?
Points are valid for 12 months from the time it is credited to your EST Skinlab account. Should you not use your points within the 12 month period, they will expire and no longer be valid.
What if the item I ordered is out of stock?
If you have purchased an item that is currently out of stock, we we display the current out of stock on the web page. If the product page shows “backorder”, it means that product is currently out of stock, but the reservation has been accepted. If after your order is successfully place, we do not have stock of a particular product, we will notify you of the estimated time of arrival of that product. If you do not receive the arrival notice within 14 days of placing your order, please contact us at firstname.lastname@example.org. Should you wish to wait for the product, we will provide you with a gift equal to 5% of the out of stock product value. We thank you for your understanding and ongoing support.
Can I cancel my order if I make a mistake?
Yes, you can cancel your order before it is processed. Please contact us at email@example.com prior to cancelling to confirm the status of your order. After confirming all the relevant information, we will cancel your order, and refund the amount to your registered account so that you can re-order.
What if my order does not arrive within the estimated arrival time?
We will always try our best to get your order to you as quickly as possible. Once your order has been shipped, you will receive a confirmation email. You can also log onto our website at any time to check the status of your order.
Please note that our estimated arrival time is based on business days.
Please check your confirmation email to confirm that your shipping address is correct.
Please note: Delivery times are a guideline and are subject to change. During peak periods (Sales, Public Holidays, the day after Public Holidays, or Campaigns) you may experience slightly longer delivery times. Online orders are processed from Melbourne, Victoria and therefore we follow Victorian Public Holidays.
How to find out my courier information?
You will receive a confirmation email with your tracking information once your order has been processed and shipped.
If you are unable to track your order, or should you have any questions about your delivery, please contact us at firstname.lastname@example.org and our team will assist you with your enquiry.
Returns and Exchange
Am I eligible for free postage if I have a return or exchange?
Free postage is only offered to customers who have received a faulty item, incorrect item or an item that has been damaged in transit. For all other Returns or Exchanges, the customer pays the postage fee.
Please fill out the Returns Form prior to sending any items back to us as each Return or Exchange will need to be approved prior to being accepted.
Can I choose a refund instead of credit to my online account?
After you have filled out the Returns Form, we will review your query as soon as possible and will process your request accordingly. Should your request meet our Return or Exchange requirements, we will return the full product price and postage amount (if applicable) to your online account after receiving the returned product.
Can the returns credit in my online account be used for shopping?
Online credit can be used to purchase products and pay for the delivery of your products.
Should you wish to return or exchange an item, please see our Returns page.
For all other enquires
Please contact our customer service team and we will endeavour to contact you as soon as possible. You can send us an email at email@example.com.
The customer service response time is Monday – Saturday 9:00am – 6:30pm (AEST). We will endeavour to respond to your request within 48 business hours.
In the meantime, you can also find relevant information on our website which may answer your questions.