FAQ

Shipping and Return

Yes, we ship to most countries, please visit here to find out if your country is listed. For information on shipping, please refer to “How much does shipping cost?” below.
We use Australia Post to ship nation wide, outside of Australia we use DHL, a tracking number will be provided for all orders.

We want to make this simple for you (and for us), FREE shipping within Australia for orders over or equal to $69 AUD. For orders less than $69 AUD we charge a flat rate of $10 AUD.

For New Zealand customers, FREE shipping for orders over or equal to $129 AUD. For orders less than $129 AUD we charge a flat rate of $18 AUD.

For international (other than New Zealand) customers, FREE shipping worldwide for orders over or equal to $269 AUD. For orders less than $269 AUD we charge a flat rate of $28 AUD.

Once the payment is received, we will post your order within 5 – 7 days. If the product is out of stock, we will contact you as soon as it comes to our attention and arrange for an alternative solution.

We are based in Melbourne Australia, it depends on your location and therefore delivery time may vary.

We use Australia Post eParcel service for nation wide delivery, most metropolitan areas will be delivered after 2-7 working days upon receiving your tracking number.

For international customers, we use DHL Australia to reach your country’s local postal service, once the item is received by your local postal service (in most countries within 10-14 working days), we cannot estimate a timeframe for delivery.

Some countries may charge custom duties on cosmetic products, H.O.A.P. Skincare is not responsible for any custom duties that may incur. We suggest you check with your local relevant authority prior to placing your order, as we will declare the order and its value “as is”, i.e. information on our custom declaration form is true and correct.

If your order hasn’t been shipped, you can send an email to info@hoapskincare.com.au to notify us of the new delivery address. If your purchase has left our premises then we cannot change the address for you.

When you receive a tracking number for your order that means the item has left our premises.

You will be provided with a tracking number once the order is shipped, if you cannot track your order or the tracking information is not correct, please contact us via info@hoapskincare.com.au and we will contact our shipping services.

If you didn’t receive your order because we put the incorrect address – we will send out another order to you with a complimentary gift for your patience.

If you didn’t receive your order because you provided an incorrect address – we will not take responsibility for any lost or damaged order in transit. If we receive the returned order, we will re-ship the order to you once we receive the additional postage payment from you.

If you didn’t receive your order because it’s lost in transit – For Australian customers, we will file a dispute with Australia Post, normally it takes 7 working days. Once it’s resolved, you will receive your products plus a complimentary gift for your patience. For international customers, we will be responsible for the loss and damage to your order PRIOR to it reaching your local postal service. If it’s due to your local postal service’s error, this is assessed on a case-by-case basis, we will do our best to ensure a positive outcome for both parties.

Yes we do, if you changed your mind or purchased the incorrect item, we are happy to refund you or exchange the goods for you, within 14 days of receipt of your order. Please note that we will only refund or exchange once we receive the item(s) from you, which has to be in its original condition. i.e. unopened, unused and in its original packaging.

Simply send an email to info@hoapskincare.com.au and let us know what item(s) you want to refund, we will provide you with a postal address. Once the item(s) is received by us, please allow 5 working days to process the refund, we can only refund by the same payment method as was used to complete your purchase. Please note, we can only refund the cost of the product, not the postage you may have paid for with your order, nor the postage when you return the item(s) to us.

We cannot take responsibility for any loss or damage to the returning item(s) in transit, please ensure you insure the item(s).

Simply send an email to info@hoapskincare.com.au and let us know which item(s) you wish to exchange and to what, we will provide you with a postal address. Once the item(s) is received by us, please allow 5 working days for processing. Please note, postage for the item back to us will not be covered by us.

We cannot take responsibility for any loss or damage to the returning item(s) in transit, please ensure you insure the item(s).

In the event that the new item(s) is not in stock, we will contact you and make sure you are kept up to date.

In the event that the new item(s) has a higher value than the old item(s), we will send you a request for payment, once the payment is received; we will post the new item(s) to you. In the event that the new item(s) has a lower value than the old item(s), we will refund you the difference.

General Product Information

All the products you see in our store are made in Australia or New Zealand.

Under the mandatory requirements for ingredients labelling on cosmetics (Australia), last amended on 23 May 2008, there is currently no requirement for expiry dates or Period After Opening (PAO) labels on cosmetic products. Most of the products on the market generally have a shelf life of 12 to 36 months, unless otherwise specified.

Yes, you can choose one free sample with any purchase at checkout, let us surprise you with the rest!

Yes, most of the products in our store are suitable for all skin types, some are specially formulated for sensitive skin. All of us are unique, regardless of your skin type, a patch test of all products is recommended.

Others

If you go through all the ingredients of the supermarket skincare brands, you will be surprised to find how many of these ingredients are not natural and non-biodegradable. When these ingredients end up in our waterways, karma is back on us.

Opting for natural and organic products is a healthy lifestyle choice. We love high quality products that also care for the environment, we want healthier soil and water to grow a better future for generations to come.

Peace of mind. Simplicity. Enjoyment. Confidence. Relationship. Honesty.

We set genuine and very high standards for the products that we stock. Every one of the products you find in our store, we use ourselves. We keep a very close relationship with our suppliers and brand owners, we research and check every ingredient on the list to ensure they do not contain any harmful or doubtful ingredients. And of course, all of the products that we stock are against animal testing.

Sorry we are an online only business, we do not have a shop front at this stage, all orders will be sent via post.

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