Shipping policy
How much does shipping cost?
Free Standard shipping within Australia for all orders $149 and over and Free International Standard shipping worldwide for orders over $180
For all Australian purchases under $149 we offer Standard flat rate shipping for $10 and Express for $15.
For all International orders under $180 we offer Standard flat rate shipping for $25.
Which countries do you ship to?
We ship worldwide
AUSTRALIA:
Standard Australia Post 2-10 Days
Express Australia Post 2-4 Days
REST OF THE WORLD:
Standard International Australia Post 10-18 Days
We ship orders from MONDAY through to FRIDAY excluding NSW Public Holidays. During high volume of orders during launch and sale periods including BLACK FRIDAY and Christmas period please expect a delay of up to 7 days to process your order. Please note the shipping times above are just approximate only and are out of our control.
Can I change my delivery address once I have placed my order?
Orders submitted on tweenyskin.com are processed and shipped very quickly therefore it may be impossible to change the delivery address. We strongly recommend that you double check all details before submitting your order.
However, we will try and do our best to modify any orders that may have been incorrectly entered. Send an email to hello@tweenyskin.comwith “URGENT – Change wrong address” in the subject line along with your correct details and order number to ensure our team can action this as quickly as possible.
Can I change or cancel my order?
Unfortunately, once your order has been placed, we are unable to cancel or make any changes to your order. Please refer to our Returns Policy.
I have not received an order confirmation, what should I do?
Order confirmations can sometimes take up to 24 hours to receive due to high demand. Please check your junk/spam folder before contacting our customer service team at hello@tweenyskin.com
How do I track my Order?
Once your order has been processed you will receive an email with your tracking information you can then track your order through. All orders are shipped via Australia Post.
How long will it take to ship my order?
All Orders are dispatched from our warehouse within 48 hours of purchase Monday through to Friday.
Please keep in mind that these times may vary during public holidays or limited edition launches and restocks.
What happens if I missed delivery and haven’t collected my parcel?
If you miss your parcel and if it is then not collected from your local post office in 14 days, it will be sent back to our warehouse. If you would like to have it re-shipped, there will be a re-shipping fee of $10AUD for domestic orders and $20AUD for all international orders. If you would like a refund instead, we will refund you the amount of your order minus $20AUD for the processing & return shipping costs for all domestic orders and $40AUD for all international order.We are not held liable for parcels that have failed to be collected.
Missing Items
We understand receiving your order on time and in good condition is important to you; it’s equally important to us! We do absolutely everything possible to ship and deliver your order on time and in good condition.
Please contact our customer care team at hello@tweenyskin.com with your order confirmation number in the subject line so we can find your order easily and process your request promptly.
I live outside of Australia, will I have to pay additional duties, VAT or other charges?
Some countries (such as those located in the United Kingdom or the European Union) charge duties or Value Added Tax when goods are imported. Tweeny Skin has no control over and is not responsible for any of these charges. These charges are imposed by and controlled by local governments, border security and/or customs authorities and can be added randomly.
It is your responsibility to pay any duties, Value Added Tax or other similar charges. If you refuse to pay these additional amounts then your delivery will be returned to us. Provided that the product is still in its original condition, Tweeny Skin will refund you the cost of your purchase (minus the costs of shipping to and from your country).