FAQs

Where to start

I am a new customer, where do I start?

Before embarking on your Skin Identicals journey to radiant and vital skin health, we highly recommend taking part in a professional skin care consultation to assess your skin concerns and prescribe the products most suitable for you. This can be done online with one of our skin care experts. You can also contact us at Skin Identicals for further assistance.

I am an existing online customer, where do I start?

If you have shopped online with us before, you can simply log in to your account with your existing email address and password when placing your order. If you haven't logged in, you will be prompted to do so before placing your order. If you have any questions, please do not hesitate to contact us.

Products

Where can I purchase Skin Identicals?

Skin Identicals can be purchased here at our website through our online store or through one of our Skin Identicals clinics. For international delivery options please contact us.

Are your products tested on animals?

We have never, and will never, test on animals. We test our products on ourselves and at our network of doctors and clinics.

Do your products contain parabens?

All our products are paraben free.

How long will my Skin Identicals products last?

As a general rule, your products should last an average of 3-4 months.

Are Skin Identicals products safe to use during pregnancy?

Products containing Vitamin A, AHAs and BHAs should not be used during pregnancy. All Skin Identicals products containing these ingredients feature a caution on the packaging and also in the product information on our website. If you’re pregnant or planning to be, please check the product details in our online store before you place your order.

SHIPPING & DELIVERY

Has my order been shipped yet?

Orders are usually picked and shipped within 24 hours on a local business day. Please be patient as delays might occur due to public holidays. If you would like to track your order, please contact us.

Do you ship internationally?

We can ship internationally. Please contact us to place your order.

Will I be charged custom and import charges?

90% of countries that we ship to do not impose custom or import charges on our shipments. Skin Identicals will not be responsible for custom or import charges in your country.

How long will delivery take?

Delivery times depend on the country you are in. We allow 1-3 working days within Australia.

What are the shipping rates?

For all shipping information please see our delivery page, or contact us.

Do you deliver to work addresses?

Yes, we can.

Do you deliver to PO box addresses?

Yes, we do.

GENERAL

What do I do if I am having problems signing into my account?

Click the "I forgot my password" link from the customer log-in page. You will receive a link to reset your password from here. If you can’t remember your email address, contact us and we'll help you solve it.

What do you do with my personal information?

We do not sell, rent or license our customers’ information to third party affiliates. With your permission, we may use your information to contact you for processing or promotional purposes. For more in-depth information, read our privacy policy.

How can I opt out of receiving emails from you?

You may opt out by unsubscribing to our newsletter following the link included at the bottom of our e-newsletters. Alternatively, contact us and just ask.

I have signed up but I'm not receiving newsletters – why?

If our email address is not in your address book, our emails may be going into your spam or junk folder. To rectify this, add our email address to your address book; this will help to ensure that you won’t miss another newsletter or promotion.

How can I pay for my order?

We offer several payment methods: Visa, MasterCard and American Express. Please be aware that American Express payments attract a 3% surcharge.

How do I change details on my account?

Log in to your account, and from there, you will be able to change your details.

Is it safe to order online?

We use the latest and safest encryption technology. Our SSL certificates are kept up to date. Ordering online is 100% secure.

My payment has been declined. What do I do now?

Have you checked with your bank? Problems can range from insufficient funds to unusual spending. If all is fine with your bank, please contact us and we will see if there is a problem at our end.

I have skin concerns that I’d like to discuss with someone before purchasing. Who can I speak to?

We offer complimentary skin consultations via telephone or Skype. You can book one right now and speak with our Skin Identicals Skin Care Experts at a time that suits you. Alternatively, you can ask your question using our contact form.