Frequently
Asked

Questions

Products

Are all Clear Skincare products available on the online store?

We stock all Clear Skincare products on our online store including mini peels and skin needling rollers. To purchase InClinic makeup please visit https://www.inclinic.com.au/

Can I buy Gift Cards online?

Unfortunately, Gift Cards are not available to purchase from our online product store. Gift cards are not able to be redeemed online. You can purchase Gift Cards from all our clinic locations. Click here to find your closest Clear Skincare Clinic location.

Can I reserve products online for pickup from a Clear Skincare Clinic?

No, this service is not currently available.

Does the product price include GST?

All product pricing on the website includes GST.

How do I search for products in the Online store?

Start by using the navigation menu at the top of the website. Or you can use the top navigation to search by category or by solution. Or simply use the search box, located on the top right-hand corner of every page. Enter a keyword, or description and click 'Search'.

Online Orders

Can I cancel or change my order?

After you've submitted your order, you can't change or cancel it. You can, however, choose to return your order after you've received it subject to terms and conditions. Please read our Returns & Exchange policy for further details.  

Can I send my order as a gift?

Yes, you can send your order to somebody else. A packing list, which does not include the order’s dollar value, will be included in your parcel. The tax invoice will be emailed directly to you

How do I place my first order online?

It's so easy as you browse the site for products, click 'Add to Cart'. When you are ready, select the 'Checkout' button located on the top of every page and follow the instructions to complete your order.

The next steps will be: Edit Cart or Checkout, If you wish to ship to multiple addresses click  Edit Cart and tick the ship to multiple addresses checkbox at the top of the cart. Then click Checkout.  Enter your Contact and Delivery details: Confirm your name, postage method and delivery address Enter your Billing details: Select your preferred payment option Confirm and Purchase: Your order summary plus the total order cost will be displayed. Once you click on 'Place order' a confirmation email will be sent to the email address you supplied during checkout.  

How will I know if my online order has been completed successfully?

Once we have received and fulfilled your order you will receive a confirmation email. Once your order is shipped, you'll receive an additional email from Startack to notify you that it's on its way. It will include your tracking number.

Is there a minimum order amount?

No, there is no minimum amount that you are required to spend, although if you spend over $50 you receive free express shipping.

Delivery and Tracking

What are the delivery fees and options for online purchases?

Our delivery costs are:
Free Express shipping for orders over $50
Express shipping is $9.95 for orders under $50

Can I send a single order to more than one address?

Yes, single orders can be shipped to multiple addresses. Simply click edit on your shopping cart to add multiple shipping addresses.  

Can I specify special delivery instructions and choose a delivery time?

When booking you have the option to leave a delivery note such as “Leave on Porch” or Leave under chair if unanswered” although specific delivery times cannot be requested at this stage. However, you can send your order to an alternative Australian shipping address or multiple shipping addresses. This is handy if you are sending your purchase as a gift or if you prefer that it's sent to your workplace.

Do you deliver in my area?

We deliver to most Australian destinations; however, please visit StarTrack for their full delivery listing.

Do you deliver internationally?

At this stage we only deliver to Australian and New Zealand addresses.  

How do you deliver my online purchases?

Domestic parcels are delivered with Startrack, and International items are delivered with Auspost International services.

How long will it take for my order to arrive?

When your parcel has been dispatched, you’ll receive an email that includes a unique tracking code so you can find out where your parcel is at any time From dispatch, the estimated metro delivery times are:

Express delivery - 1 to 2 business days (excluding weekends*) Please note Express delivery to WA postcodes other than 6000 - 6005 is 3 - 4 days (excluding weekends*)

Please note: Orders submitted from Friday afternoon to Sunday evening will not be processed until the next working day. Delivery times may be longer than normal for orders placed during popular promotions and around seasonal events and public holidays such as Easter and Christmas. Please allow extra time for delivery during these peak periods. Delivery may take a little longer to rural areas, so it’s best to order early. Delivery times do not include day of dispatch

How will I know when my order has been shipped?

Once we have received and fulfilled your order you will receive a confirmation email. Once your order is shipped, you'll receive an additional email from Startack to notify you that it's on its way. It will include your tracking number.

What happens if I do not complete the delivery address for my online order correctly?

Your order will be sent back to Clear Skincare and we will refund the cost of the products you ordered less the shipping and handling fee. You may then choose to place another order with us being careful to ensure your delivery address is correct.

What if I am not around when my order is delivered? Who can accept my delivery?

Anyone who is present at the time of delivery can accept your parcel. If no one is available, StarTrack will leave written instructions on how you can collect your parcel. If you do not pick up your parcel in the required time; as stated on the card from StarTrack your parcel will be sent back to Clear Skincare and we will refund the cost of the products you ordered less the shipping and handling fee. You may then choose to place another order with us.

What should I do if my parcel does not arrive?

You will be sent a parcel tracking code when your order is confirmed. You can check the status of your delivery via Startrack https://startrack.com.au/track/search or call on 13 23 45 and quote your tracking number.

Payments

Can I layby products?

No, we don't offer a layby facility instore or online at this stage.  

I have lost my receipt/tax invoice. Can I get a replacement?

If you purchased from a Clear Skincare Clinic, unfortunately, we're not able duplicate tax invoices. The transaction on your credit or debit card statement can be used for proof of purchase in most circumstances, if you used this payment method. If you purchased online, you can use your order number to search for your purchase record or via email. As an additional safeguard, we recommend that customers save their emailed invoices on their personal computer for future reference.

What is the CCV on a credit/debit card?

It is the 3-digit code located on the back of your credit card, above the signature box and next to the 16-digit credit card number. For American Express, it is the 4-digit code printed on the front of the card just above and to the right of your credit card number.  

What payment methods can I use for online purchases?

You can use VISA, MasterCard, American Express or PayPal to purchase from our online store.  

What should I do if my credit card is declined?

If your payment fails, you will be given the option to provide another form of payment

Will I get a tax invoice for an online purchase?

Yes. You will be emailed a tax invoice as soon as you complete your online order.

Product Returns

Can I return or exchange a product?

We do not return or exchange product on change of mind. Please read our Returns Policy to find out more.

How do I return a product that I purchased from a Clear Skincare Clinic?

Simply take the goods and your tax receipt back to the Clear Skincare Clinic purchased from. For more information, please view our Returns Policy.

How do I return a product that I purchased online?

Visit our online store and click on the Returns & Exchange policy in our footer. Complete the product returns form and upload your receipt of purchase. Our team will then review your request and, if your request is approved, we'll send you a 'Postage Paid' parcel label and instructions on how to return your product via StarTrack. If you are eligible for a refund, it will be processed to the card used to make the initial purchase. If your request is not approved, you will be notified by email. If you have any queries regarding your return, you can email our Customer Service Team any time on clearskincare@clearskincare.com.au or call them on 1300 442 632 between 9.00am to 5.00pm (EDST), Monday to Friday. For more information, please view our Returns Policy.

I have been approved for a refund. How long will it take for the money to be credited back to me?

Depending on the type of card used it usually takes from 3 to 5 business days for a refund to be credited, following approval. All refunds from Clear Skincare Online Store Orders are refunded back to the card used to make the purchase. Please note that refunds cannot be processed back to the card until the goods have been returned to our Sydney Distribution Centre.

I want to return a product, but I’ve lost my receipt. What do I do?

Please take the item back to the store of purchase or any store that stocks the product. Not all of our stores have exactly the same range. If you would like to check whether a particular store has the product in question feel free to contact them using the details found here. If you purchased using your credit or debit card, you can use a bank statement showing the transaction as a valid form of 'proof of purchase'.

Is my original delivery fee refundable when I return an online purchase?

If you are returning a product because it was damaged, faulty, not doing what it is supposed to do, is significantly different from its description/sample or incorrect, and you have requested a refund, your original delivery fee will be reimbursed. For more information, please view our Returns Policy.

What should I do if I am missing an item from my order?

While we do our best to make sure you get your complete order, there can be a couple of reasons why you may receive your order with some items missing. One cause is that one or more of the items you ordered were unavailable, and in this case, you will be refunded for the item(s) not delivered. Or, we may have made a simple mistake while picking your order. If you discover that you have a missing item and you have not received an email notification, please follow these steps within 14 days of receiving your order: Email our customer service team on clearskincare@clearskincare.com.au or call them on 1300 442 632 between 9.00am to 5.00pm (EDST), Monday to Friday.

Security & Tech Support

Do you store my credit card details?

No. As an additional security precaution, we don’t retain any details of your credit card.