Welcome to our FAQ page. If your question isn’t in our FAQ list, please use the Contact Us form below.
Providing you with a safe, secure shopping experience is paramount to Skinara® Therefore our website is encrypted with Secure Sockets Layer (SSL) certificates. Meaning you have a secure transaction area in which to enter your payment information. You will see a small padlock symbol in your browser. We use the secure Stripe Payment Solution to process online orders. In addition your card is authorised and debited in real time in a secure environment. This Payment Solution enables us to offer you a safe and speedy online shopping experience. For detailed information, see our Legal Terms and Disclaimer.
We accept all major credit cards including VISA, MasterCard, PayPal and Stripe payments.
Not a problem. If you click on My account you can choose to begin the password recovery process and will be prompted to enter your email address to do this.
Remember to check you’ve given us your full, correct shipping address including post or zip code. We normally dispatch orders within 48 hours so if you’ve entered the wrong address please contact us as soon as possible. Note, shipping delivery targets include working days excluding public holidays and weekends. If you’re in more of a hurry, choose Express courier service during checkout. The below rates should give you an idea of cost and delivery time, however your exact shipping rate and delivery time for your order will be visible during checkout. The delivery times may vary due to Covid.
New Zealand $5 NZD Courier. Target delivery time: 1-2 days
Australia $11 NZD Economy tracked. Target delivery time 3-10 days
Australia $26 NZD Express courier. Target delivery time 1-2 days
Asia $15 NZD Economy tracked. Target delivery time 6-10 days
Asia & Pacific $31 NZD Express courier. Target delivery time 2-5 days
Canada, UK, Europe $16 NZD Economy tracked. Target delivery time 6-10 days
USA & Canada & Mexico $38 NZD Express Courier. Target delivery time 2-5 days
USA $17 NZD Economy tracked. Target delivery time 6-10 days
UK & Europe & Ireland $19 NZD Economy tracked. Target delivery time 6-10 days
UK & Europe & Ireland $48 NZD Express courier. Target delivery time 3-5 days
Rest of the World $16 NZD Economy tracked. Target delivery time 6-10 days
Rest of the World $59 NZD Express courier. Target delivery time 3-7 days
As soon as you click to submit your order on our site you’ll receive a confirmation message from us. At the same time we’ll send an email to the email address you’ve given in your order. This will include your order number and a summary of what you’ve purchased from us. When we ship your order you’ll also receive an email confirming this. Where applicable this will include a tracking number too.
Pre-Sale and Out of Stock items are ones that are not available to purchase immediately from skinara.com. To be notified when they are in stock you need to sign up for our email notifications. Use the “Join the waitlist” button underneath the product. We will email you when they are available to buy, using the email address you provided. Be assured you will not be charged for any item(s) until you have ordered them.
You are welcome to purchase up to five of the same product per order. If you wish to place a larger order please contact us via the contact form below on this FAQ page.
Orders shipping to countries other than New Zealand and Australia may be subject to import duties or other customs taxes. Any such duties or taxes are charged once the order reaches its destination country and must be paid by the person receiving the order. Where customs charges are due this may also affect the time it takes for your order to arrive at its final destination. Customs policies vary greatly between countries, so we recommend that you contact your local customs office for further information. Please note that we will not refund your order if you or the final recipient of your order do not want to pay these customs or import duties.
Skinara® products are offered exclusively through this website skinara.com Any other retailers or websites claiming to sell Skinara® products are not authorized re-sellers and have no relationship with our company. Products sold anywhere except through skinara.com could be counterfeit or tampered with. For your protection & peace of mind all genuine Skinara® products are protected by our unique, holographic anti-counterfeit, tamper-evident security labels. Do not accept any Skinara® product that is missing this, or where the label has been damaged. Skinara® takes no responsibility for purchaser dissatisfaction and will not accept any returns for any of the above products.
We want you to be 100% satisfied with your purchase as we stand by the quality of our products. 1) If for any reason you’re unhappy with your purchase please contact us via the special return form below within 14 days of delivery. All returned items must be unopened, in their original packaging and unused. 2) Once you send us the return request, we will reply to you by email with a return code and other necessary information to help us identify the product. 3) You will need to print your completed return shipping label we will email you, including the return code. This must be taped to the front of the parcel you are returning the product in. Please note that you are responsible for shipping and postage charges for goods returned to us. Make sure your parcel has a tracking number when returning goods. 4) Upon receiving your parcel we will refund your payment to your card or the account you have used for purchase, for example PayPal. We will send you a confirmation email of this. Only items purchased on the Skinara® website (skinara.com) can be returned for refund.
We take great care in ensuring your order arrives in perfect condition. It’s normal for there to be some wear of the shipment packaging, but if there’s damage to the product(s) inside, please contact us within 7 days of delivery with images of the damage. Please don’t throw away the item(s) until we contact you with return information.
You may cancel your order provided we have not already dispatched it. Please contact us as soon as possible – we’ll do our best to accommodate your request. We’ll refund the cost of your order to the payment card or PayPal account depending on which you’ve used to purchase.
Skinara® will be offering E-Gift Cards which can be purchased and redeemed only at Skinara.com

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