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FAQs

Can I add to an order I just placed?

Unfortunately no, once an order has been placed we are unable to add additional items. If you reach out to us via email right away during business hours, we may be able to cancel the current order so that you can place a new one. We will need your order number and email address.

Where is my Order Confirmation?

Please allow a couple of minutes for the email to arrive. Also, sometimes your order confirmation can end up in your email's Junk/Spam folder. If you are unable to find your confirmation, please email our friendly Customer Care Team.

How do I track my order?

As soon as your order is packed and shipped, you will receive a shipping confirmation email which contains a link to track your order with a tracking number. Please contact us if you are having difficulties with tracking.

How much is domestic shipping within Australia?

Shipping charges for your order will be calculated and displayed at checkout.

Australian orders under $99 will incur a $12.95 flat rate shipping fee.

Australian orders over $99 receive FREE SHIPPING.

Delivery Method
Order Total
Cost
Delivery Timeframes
Standard Australia Post
Under $99
$12.95
Metro: 2-5 days*
Regional: 3-10 days*
Standard Australia Post
Over $99
FREE SHIPPING
Metro: 2-5 days*
Regional: 3-10 days*
Australia Post Express
All Orders
$15
Metro: 1-3 days*
Regional: 3-5 days*
How much is International Shipping?

We offer international shipping to many international countries. For a list of excluded countries we do not ship to, please read further below.

Shipping charges for your order will be calculated and displayed at checkout.


New Zealand

New Zealand orders under $150 will incur a $12.95 flat rate shipping fee. Alternatively you can choose Express Shipping for $35.

New Zealand orders over $150 is shipped via FREE EXPRESS POST.

Delivery Method
Order Total
Cost
Delivery Timeframes
New Zealand Standard
Under 150$
$12.95
7-12 days*
New Zealand Express
Under $150
$35
3-8 days*
New Zealand Express
Over $150
FREE
3-8 days*

Rest Of World

International orders under $150 will incur a $35 flat rate shipping fee.

International orders over $150 are shipped via FREE EXPRESS POST.

Delivery Method
Order Total
Cost
Delivery Timeframes
Australia Post International Express
Under $150
$35
5-10 days*
Australia Post International Express
Over $150
FREE
5-10 days*

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Skin O2 is not responsible for these charges if they are applied and are your responsibility as the customer.

At this time, we DO NOT ship to the following countries:

Afghanistan, Albania, Algeria, American Samoa, Angola, Anguilla, Antigua, Armenia, Aruba, Azerbaijan, Bahamas, Bangladesh, Barbados, Belarus, Belize, Benin, Bermuda, Bhutan, Bonaire, Bosnia & Herzegovina, Botswana, British Indian Ocean Territory, Burkina Faso, Burundi, Cambodia, Cameroon, Canary Islands, The , Cape Verde, Cayman Islands, Central African Rep, Chad, Comoros, Congo, Congo - DPR, Costa Rica, Côte D Ivoire, Cuba , Curacao, Djibouti, Dominica, Dominican Rep., Egypt, El Salvador, Eritrea, Ethiopia, Falkland Islands, Faroe Islands, French Guiana, Gabon, Gambia, Georgia, Ghana, Greenland, Grenada, Guadeloupe, Guam, Guatemala, Guinea Rep., Guinea-Bissau, Guinea-Equatorial, Guyana, Haiti, Honduras, Iceland, Iran, Iraq, Jamaica, Jordan, Kazakhstan, Kenya, North Korea, Kosovo, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Maldives, Mali, Mariana Islands, Marshall Islands, Martinique, Mauritania, Mauritius, Mayotte, Micronesia, Moldova - Rep. Of, Mongolia, Montenegro - Rep Of, Montserrat, Morocco, Mozambique, Myanmar, Namibia, Nepal, Nevis ,Nicaragua, Niger, Nigeria, North Macedonia, Palau, Palestine, Panama, Puerto Rico, Reunion - Island Of, Russian Federation, Rwanda, Saint Helena, Sao Tome And Principe, Senegal, Seychelles, Sierra Leone, Somalia, Somaliland - Rep Of, South Sudan, St.Barthelemy, St. Eustatius, St. Kitts, St. Lucia, St. Maarten, St. Vincent, Sri Lanka, Sudan, Suriname, Swaziland, Syria, Tajikistan, Tanzania, Timor-Leste, Togo, Trinidad And Tobago, Tunisia, Turkmenistan, Turks & Caicos, Uganda, Ukraine, Uzbekistan, Virgin Islands-British, Virgin Islands-US, Yemen, Zambia, Zimbabwe.

How soon should I expect my order to arrive?

Australian Orders

We aim to ship orders placed before 12 PM AEST Monday - Friday the same day. Orders placed after that time will be shipped the next business day.

Please allow for a few additional days for orders to be shipped and delivered when we have a sale or there is a Queensland Public Holiday.

Orders shipped with Standard Australia Post

Metro: 2-5 business days from order to delivery

Regional: 3-10 business days from order to delivery.

Orders shipped with Australian Express Post

Metro: 1-3 business days from order to delivery

Regional: 3-5 business days from order to delivery

International Orders

All International Orders will be shipped with Australia Post International Express Shipping. Please allow 5-10 business days for your order to arrive after receiving your shipping confirmation email.

How do I check the status of my order?

You can log in to your account on our website to check the status of your order.

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow up to 48 hours for the tracking information to become available with the courier.

Domestic Orders: If you haven’t received your order within 7-10 business days (95% of our orders arrive within 3-5 business days) of receiving your shipping confirmation email, please contact the courier provider as stated in your shipping confirmation email.

International Orders: If you haven’t received your order within 21 days (95% of orders are received within 5-15 days) of receiving your shipping confirmation email, please contact your courier first.

If you still need assistance after contacting the courier, please let us know and we will assist to the best of our abilities.

When will I get my Pre-Order?

If you order both available & pre-order items, we will send you the entire order when the final item arrives.

If you wish to receive the available items first, please place 2 separate orders.

For all pre-orders, please note that the 'dispatch by' date is a guide and the items are often shipped before this date.

Can I pick my order up / click & collect?

You can skip the shipping fees with free local pickup on the Gold Coast. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 2 business days. We will send you an email when your order is ready along with instructions on how and where to collect it.

Our local pickup hours are 8:30AM - 2:30PM Monday to Friday. Please have your order confirmation email with you when you come.

Please note: Local pickup may be temporarily unavailable while COVID lockdown restrictions are in place.

What's your returns policy?

We hope that you will be delighted with your beauty-full Skin O2 purchase. If you change your mind about your purchase, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return the item must be deemed faulty by Skino2 and not be damaged by the user, out of date or for goods sent to the wrong address due to change of address after your purchase. You will need the receipt or proof of direct purchase from Skino2 website which can be found in your email. If you purchased goods in- store or from another website please contact that supplier directly. To start a return, please fill out the form found here.

For more information on our returns policies, please visit our Returns & Exchanges page.

What payment options do you accept?

We accept Visa, MasterCard, American Express, Paypal, Afterpay, Klarna, ZipPay & POLI Payments.

What is Afterpay?

Afterpay offers interest-free payment plans for your online purchases. Buy and receive what you want today and pay it off in four equal instalments fortnightly. Find out more by visiting the Afterpay website.

What is Klarna?

Split your purchase into 4 interest-free payments so you can spread the cost of your purchase over time. Enter the credit or debit card of your choice for automatic payments every two weeks. No interest or added fees when you pay on time! Find out more by visiting the Klarna website.

What is ZipPay?

ZipPay offers interest-free payment plans for your online purchases. Buy and receive what you want today and pay it off in instalment payments. Find out more by visiting the ZipPay website. Zip Pay can also provide its customers with a line of credit of up to $1,000. Find out more by visiting the ZipPay website.

WHAT ARE O2 REWARDS

O2 Rewards is the Skin O2 loyalty program where members enjoy exclusive offers, early access to seasonal promotions and new launches, and so much more. Membership is free and you earn points every time you shop online at skino2.com.au. Members can then redeem points for Skin O2 online discount vouchers to use online at skino2.com.au. Being a member of the Skin O2 family has never been so rewarding!

O2 Rewards is free to join. To create a Skin O2 Rewards account, simply create an account on our website and provide your full name and email address, you will also need to create a password.

EARNING O2 REWARDS

Collect O2 Rewards points every time you shop. $1 spend = 1 point. You also earn O2 Rewards points by following us on social media, writing reviews and adding your birthday to name a few!

To view all the ways on how to earn rewards, please follow these steps:


Step 1

Click the O2 Rewards button on the bottom left of our website to open the O2 Rewards launcher.

Skin O2 Rewards

Step 2

Click the "EARN O2 POINTS" button in the launcher (see below) to open the rewards menu

Skin O2 Rewards

Step 3

View the various ways of earning points and get rewarded from within the launcher by following us, adding your birthday and more!

Skin O2 Rewards
REDEEMING O2 REWARDS

Once you have enough points to qualify for a reward, you’ll be able to convert your points into a discount voucher to get money off your next order. Each reward voucher includes a unique code which you must enter at checkout. Your points must be converted into reward vouchers before they can be used. Here's how:


Step 1

Click the O2 Rewards button on the bottom left of our website to open the O2 Rewards launcher.

Skin O2 Rewards

Step 2

If you are not logged in to our site with your user account, then you will see the below. You must be signed in to our site to see your available rewards. If you have an account with us, click the "Sign In" button (below the SIGN UP button). If you are a new customer, click the "SIGN UP" button and follow the prompts.

Skin O2 Rewards

Step 3

Once you are signed in, reopen the launcher (see Step 1) and you should see "Hi YOURNAME" and your available points in the top of the launcher. See example below of a logged in customer.

Skin O2 Rewards

Step 4

To redeem points, click the "REDEEM" button below the text that says "Redeem your O2 Points for awesome rewards".

Skin O2 Rewards

Step 5

The info displayed shows your how much your O2 points are worth before proceeding. Currently 10 O2 Points are worth $1 AUD. So in the example below, the customer has 478 points which is worth $47.80 AUD. Once you are ready, click the "Redeem" button.

Skin O2 Rewards

Step 6

Use the slider to adjust how many points you want to redeem, you can redeem a minimum of 60 points and a maximum of 1000 points. The value of your points will be displayed on screen. Once you have selected the correct amount, click "Redeem".

Skin O2 Rewards

Step 7

Once your redemption is complete, you will see your discount code on the next screen ready to use. Simply copy and paste your code and enter it during checkout to save! An email with your discount code is also sent once you redeem which you can refer to at a later date.

Skin O2 Rewards
REWARDS FAQs

HOW MUCH ARE O2 REWARDS WORTH?

Currently 10 O2 Points are worth $1 AUD. So if a customer has 478 points, this is worth $47.80 AUD.


HOW MANY POINTS DO I HAVE?

To see how many points you have, make sure you are logged in to our site with your email and then click the rewards launcher. On the top right of the launcher it will display your current point balance.


HOW LONG DOES IT TAKE FOR MY POINTS TO APPEAR IN MY REWARDS ACCOUNT?

For any product purchases it can take up to 14 days. Product reviews may take up to 7 days to appear. For other point earning activities, it will take a few minutes for your points to show.


IS THERE A LIMIT ON HOW MANY POINTS I CAN EARN?

Nope - we don’t limit your loyalty.


IS THERE A MINIMUM OR MAXIMUM I CAN REDEEM?

The minimum amount of O2 Rewards you will need to redeem for a discount code is 60 points. The maximum amount you can redeem per order is 1000 points.


DOES MY DISCOUNT CODE I RECEIVED AFTER REDEEMING MY POINTS EXPIRE?

No, once you redeem your points and receive a discount code, that code will work until it is used.


CAN I CANCEL MY VOUCHER OR ADD MY POINTS BACK?

If you would like to cancel your redemption and add points back to your account, please Contact us and we will get that sorted!


I DIDN'T RECEIVE MY BIRTHDAY REWARDS

Please note: Birthday rewards cannot be redeemed for the first month as a new signup. So if you signed up today and your birthday is in the next 30 days, then you won't be gifted 200 rewards points until your birthday the following year. This is to prevent abusing our rewards system by providing birthdays too close in the future. We appreciate your understanding.


WHERE DO I USE MY DISCOUNT CODE?

Please use your coupon code during checkout by entering it in the discount code box provided. Please note you can only use one discount code per order.


CAN I COMBINE MY REWARDS DISCOUNT WITH ANOTHER DISCOUNT?

Unfortunately our shop only allows one discount code per order, so if you use a discount code during a sale such as Boxing Day, then you will not be able to use your O2 Rewards discount code. Unfortunately this is a limitation of our shopping cart application which we cannot change at this point.


ARE THERE ANY PRODUCTS EXCLUDED FROM MY REWARDS DISCOUNT?

Rewards discounts cannot be used on Gift Cards or in conjunction with any other offer. Unfortunately only one discount can be used per transaction.


IS THERE A LIMIT ON HOW MANY POINTS I CAN EARN FROM PRODUCT REVIEWS?

Yes, you will only earn a maximum of 25 points per day from product reviews (1 review per day).

How do I become a stockist or wholesaler?

Get in touch with us via our contact form or email us directly to apply to become a wholesaler or stockist.