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SHIPPING & RETURNS

Order processing & delivery

Orders are typically processed within 1–2 business days.

Delivery timeframes generally range between 3–7 business days, though this can vary depending on location and carrier conditions.

Delivery is currently available within Australia. PO Boxes and Parcel Lockers are not supported.

Tracking

Once dispatched, tracking details are provided via Australia Post.

International orders

For orders delivered outside Australia, customs duties and taxes may apply. These are determined by the destination country and remain the responsibility of the purchaser.

Order changes or cancellations

Requests to amend or cancel an order can be made prior to dispatch. We will assist where possible.

Product concerns

If a product appears faulty or arrives damaged, please contact us so the item can be assessed. Outcomes may include replacement or refund where appropriate.

Change of mind

Returns for change of mind may be accepted within 30 days of purchase, provided:

  • The product remains unopened
  • The product is in its original condition

Return shipping costs are the responsibility of the customer unless the item is deemed faulty or incorrect.

Clearance items

Clearance items are not eligible for return.

Skin response-related returns

Where a product is associated with a skin response:

  • Contact should be made within 14 days of purchase
  • The product should be no more than 20% used
  • A Dermal Clinician may assess the situation before an outcome is determined
  • Where appropriate, an exchange may be offered

Returning an item

Returned items should be:

  • Packaged securely
  • Accompanied by a completed returns form

Returns should be sent to:
Victorian Dermal Group
Suite 206, 1 Princess Street
Kew VIC 3101

Once received, items are assessed prior to processing a refund or exchange.

Product selection guidance

Product selection is often best guided by individual skin characteristics, treatment history, and goals.

Where appropriate, a consultation with a qualified Dermal Clinician can help inform product choices prior to purchase.