Frequently Asked Questions
Shipping
Shipping within Australia
DURING PEAK PERIODS (Black Friday and Christmas) please allow 3 additional business days for dispatch
Standard
FREE for orders $100 and over
Australia Post Rates for orders under $100
Most arrive within 3-10 business days*
* Due to Covid-19, orders may take longer than normal
Express
$10 for orders $100 and over
Australia Post Rates for orders under $100
Most arrive within 2-4 business days
** Due to Covid-19, order may take longer than normal
Imperfect Cases
* Please note: Due to packaging dimensions, shipping fees for Imperfect cases is calculated at checkout. They are not included in free shipping offer.
International Shipping
Standard
$30 for all orders $100 and over
10-18 Business Days
Express
$40 for orders up to $150- 7-12 Business Days
$60 for orders $150+ 7-12 Business Days
New Zealand
$12 for orders $100 and over
International Delivery Updates
Delivery estimates should be used as a general guide only.
Please bear in mind that:
- restrictions and capacity constraints are causing delays in most countries
- some countries are not currently accepting parcels
- items may be held longer than usual by Australian and overseas customs authorities
- all estimates are for metro destinations – items sent to regional and rural locations will likely take longer
UK customers - prior to ordering please see attached information on VAT and duties payable. These fees are NOT included in our prices.
https://www.gov.uk/goods-sent-from-abroad/tax-and-duty
You will be contacted by our customer service department to confirm that you are aware of these fees and are prepared to pay them.
Please note: Please check all import fees you may incur prior to ordering. Orders sent to International countries may incur additional tax and/or customs charges upon arrival into your country.
Tracking Your Order
To find out where your order is at any time,
1) Enter the tracking code sent to you by Petite Skin Co. and Australia Post into https://auspost.com.au/mypost/track/#/search
2) If it says your order has been delivered but you don't have it,
a). check your letterbox, other parcels you've had delivered or any safe place it could be left.
b). check with your partner/neighbour in case they have signed for it and forgotten about it.
c). check your order form to confirm you have entered the correct address
3) If your order has gone missing,
a). contact Australia Post directly as once it leaves us, they will know much more about where it will be.
b). If you have no success with Australia Post then contact hello@petiteskinco.com with your order name and number and we will track it for you.
Changing delivery Address
We ship orders daily, so it's an easy fix if it hasn't already been sent out. Send an email to hello@petiteskinco.com as soon as you want to change your order and we'll do our best to accommodate those changes
I want to change or cancel my order?
We ship orders daily, so it's an easy fix if it hasn't already been sent out. Send an email to hello@petiteskinco.com as soon as you want to change your order and we'll do our best to accommodate those changes
Covid-19 Update
Our warehouse is not currently impacted by Covid-19 restrictions. For Australian and International orders, please see Australia Post Links below.
Australia: https://auspost.com.au/service-updates/domestic-service-updates
International: https://auspost.com.au/service-updates/international-service-updates
Returns and Refunds
30 Day Money Back Guarantee
We are 150,000% sure that your pre-teen will love their skincare, but if for any reason they don't, you're welcome to return the products to us for a full refund of the skincare product value.
All accessories are non-refundable, except for the rare occasion that they might be faulty.
Return postage is the customers responsibility and we suggest registering your parcel to ensure it has tracking.
Please contact hello@petiteskinco.com to discuss your return.
Once received, your refund will be processed within 3 business days.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Exchanges
We only replace items if they are defective or damaged.
If you need to exchange it for the same item, send us an email at hello@petiteskinco.com along with photos of the damaged item.