Shipping & Returns
How your order is packed, sent and tracked, and how we handle returns and refunds.
This page applies to physical products purchased from Skin Camouflage by Jade. All orders are packed and sent from our Melbourne studio.
Dispatch times
Orders are usually dispatched within one to three business days. Orders placed on a weekend or public holiday are packed on the next business day. During training weeks, sales or restocks, dispatch can take a little longer, and we will let you know if that is the case.
Delivery times
Once your parcel is with the carrier, metropolitan deliveries within Australia typically arrive in two to six business days, and regional or remote areas can take longer. Delivery times are estimates provided by the carrier and are not guaranteed.
Carriers and costs
We send Australian orders with Australia Post or a comparable courier. Shipping is calculated at checkout based on the size and weight of your order and your delivery address, so you always see the cost before you pay.
For international or wholesale orders, contact us before ordering and we will quote freight for you.
Tracking
You will receive a confirmation email when your order is placed and a tracking number once it is dispatched. If tracking has not updated for several days, contact us and we will follow it up with the carrier.
Delivery addresses
Please check your address carefully at checkout. If a parcel is returned to us because the address was incorrect or unclaimed, we will resend it once you have paid the additional postage.
Where you authorise the carrier to leave a parcel without a signature, we cannot take responsibility for it once it has been delivered to that address.
Damaged, lost or missing parcels
If your parcel arrives damaged, keep the packaging and email us photographs as soon as possible so we can arrange a replacement or refund.
If your parcel does not arrive, contact us and we will lodge an enquiry with the carrier. Where a parcel is confirmed lost in transit, we will replace or refund your order. Your rights under Australian Consumer Law always apply.
Change of mind
We do not offer refunds or exchanges for change of mind, including where you select the wrong product or no longer require your purchase. Pre-dispatch cancellation requests are handled under the cancellation terms below.
This does not affect your rights if a product is faulty, damaged, incorrectly supplied or otherwise fails to meet applicable consumer guarantees.
Faulty, damaged or incorrect products
Please check your order when it arrives and contact us as soon as possible if there is a problem, preferably within seven days of delivery. This is a request to help us resolve issues promptly, not a deadline that limits your rights under Australian Consumer Law.
Email info@skincamouflagebyjade.com with your order number or other proof of purchase, a description of the issue and photographs where possible. We may need to assess the product before arranging a solution.
Where Australian Consumer Law applies, a major failure entitles you to choose a refund or replacement. For a minor problem, we may provide a free repair first. If it cannot be resolved within a reasonable time, further rights may apply, including a refund or replacement. You may also be entitled to compensation.
Returning a product
Please contact us for return instructions. Original packaging is helpful but is not required for a faulty-product claim.
If a fault or supply error is confirmed, we will cover reasonable return postage costs. Keep any postage receipts. You will not need to make a separate purchase to receive a replacement you are entitled to.
Order cancellations
If you wish to cancel before the scheduled dispatch date, contact us as soon as possible.
For a change-of-mind cancellation before dispatch, we may deduct reasonable administration and preparation costs actually incurred and not recoverable, provided this cancellation term was disclosed before purchase. The deduction will not exceed AUD $500 or the value of the goods, whichever is lower. We will explain any deduction and refund the remaining amount paid.
No cancellation fee applies where you have a legal right to cancel without charge. If we cancel because we cannot supply your order, we will refund the amount paid for the cancelled items, including associated delivery charges.
Sales and promotions
Sale and promotional items are subject to the same change-of-mind and cancellation terms above. Your rights regarding faulty, damaged or incorrectly supplied products continue to apply.
Refund payments
Refunds will be returned to the original payment method unless we agree otherwise with you.
Your consumer rights
Nothing in this policy excludes, restricts or replaces any rights or remedies available under Australian Consumer Law or other applicable laws.