Shipping policy
Shipping Policy
At Original Skin, we aim to make delivery clear, reliable and easy to understand. This policy explains how orders are processed, shipped, tracked and delivered throughout Australia and New Zealand.
Shipping Costs
We offer free standard shipping on orders that include the 60-Day Confidence Challenge bundle or a higher package and are delivered within Australia or New Zealand.
Shipping costs for all other orders, along with any available delivery options, will be shown at checkout before payment.
Order Processing
Please allow 1 to 3 business days for your order to be processed before dispatch.
Most orders are processed within 24 hours. Processing may take up to 3 business days during sales, product launches, public holidays or other periods of high demand.
Business days do not include weekends or public holidays observed in New South Wales, Australia.
Delivery timeframes begin once your order has been dispatched and do not include processing time.
Shipping Confirmation and Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
The email may have a subject similar to:
“A shipment from order #12345 is on the way.”
Please check your spam or junk folder if you cannot find the email.
Tracking information may take several business days to appear after your shipping confirmation is sent. Your parcel may still be moving during periods when no new tracking updates are shown.
You may also receive notifications as your parcel moves between courier facilities, regions or countries.
Incorrect or Incomplete Shipping Details
Please check that your name, street address, postcode and contact information are correct before submitting your order.
If you notice an error after ordering, contact us as soon as possible. We will do our best to update your information, but changes cannot be guaranteed once processing has begun.
Once an order has been dispatched, we may be unable to change its address or redirect the parcel.
Original Skin is not responsible for delays, failed deliveries or missing parcels caused by incorrect or incomplete information provided at checkout. However, we will help you review the available delivery information and determine what options remain available.
PO Boxes, Parcel Lockers and Collection Points
Delivery to PO boxes, parcel lockers or collection points may not be supported by every courier.
Where possible, please provide a residential or business street address. If the courier cannot deliver to the address provided, we may contact you to request an alternative address.
Estimated Delivery Times
Once dispatched, the estimated delivery timeframe for orders within Australia and New Zealand is:
4 to 14 business days
Most orders may arrive earlier, but delivery times vary depending on your location, the courier handling your parcel and the accessibility of your delivery address.
This timeframe is an estimate rather than a guaranteed delivery date.
Delays may occur due to courier network congestion, customs processing, public holidays, severe weather, peak shopping periods, regional delivery conditions or other circumstances outside our control.
Split Shipments
Some orders may be sent in more than one parcel due to product availability, packaging requirements or fulfilment arrangements.
If your order is split, the parcels may arrive at different times and may have separate tracking numbers. You will not be charged additional shipping fees when Original Skin chooses to split an order.
Delivery Attempts
Depending on the courier and delivery location, someone may need to be available to accept your parcel.
If delivery cannot be completed, the courier may:
- attempt delivery again
- leave the parcel in a safe location
- take it to a nearby collection point
- return it to the sender
Please follow any instructions provided through your tracking link or delivery notification. You are responsible for collecting the parcel within any timeframe set by the courier.
Authority to Leave
Where permitted, the courier may leave your parcel in a location it considers reasonably safe.
A parcel may be considered delivered once the courier records it as delivered at the address provided during checkout.
Please choose a secure delivery address. If tracking shows that your parcel has been delivered but you cannot locate it, check around the property and ask other household members, neighbours or building management before contacting us.
We will help you review the available tracking and delivery information, but Original Skin is not responsible for parcels lost or stolen after the courier has confirmed delivery, except where otherwise required by Australian or New Zealand consumer law.
Tracking Delays and Missing Orders
Tracking information is supplied by the courier. Our support team generally has access to the same tracking information shown through your tracking link.
Tracking may temporarily stop updating while a parcel moves between facilities or regions. This does not necessarily mean that the parcel has stopped moving or has been lost.
If your order has not arrived after the estimated delivery timeframe, contact us with your order number. We will review the available information and, where appropriate, request an investigation from the courier.
Courier investigations may take time to complete. We will keep communication as clear as possible while your delivery is being reviewed.
A parcel may need to be formally confirmed as lost by the courier before a replacement, refund or other resolution can be provided.
Orders Damaged During Shipping
Please inspect your parcel when it arrives.
If the parcel or product appears to have been damaged during shipping, contact us promptly and provide:
- your order number
- a description of the damage
- clear photographs of the parcel and packaging
- clear photographs of the affected product
- a photograph of the shipping label, where possible
Please keep the product and its original packaging until we have reviewed the issue.
Claims involving damaged, faulty or incorrect products are handled under our Returns and Refunds Policy. Nothing in this Shipping Policy limits your rights under Australian or New Zealand consumer law.
Damage caused after delivery through misuse, accidental damage or improper storage is not considered shipping damage.
Returned-to-Sender Orders
A parcel may be returned to the sender because of:
- an incorrect or incomplete address
- unsuccessful delivery attempts
- failure to collect the parcel
- refusal of delivery
- courier or address restrictions
If your parcel is returned, contact us so we can review the available options.
Where the return was caused by incorrect customer information, failure to collect the parcel or refusal of delivery, you may be required to pay the cost of sending it again.
If a refund is approved instead, shipping, return-to-sender or other costs incurred may be deducted from the refund where permitted by law.
Any return or refund will be handled in accordance with our Returns and Refunds Policy.
Customs, Duties and Taxes
Some orders may travel through international shipping networks.
Customs duties, import taxes, clearance fees or other government charges may apply in limited circumstances. Unless otherwise stated at checkout or required by law, these charges are the customer’s responsibility.
Original Skin does not control customs charges or processing times.
If an order is refused because applicable charges were not paid, any return, disposal or administration costs charged to Original Skin may be deducted from an approved refund where permitted by law.
Changes and Cancellations
We begin processing orders shortly after they are placed.
Contact us as soon as possible if you need to change or cancel an order. We cannot guarantee that a request can be completed once processing has begun.
Our cancellation eligibility, timeframes and procedures are explained in our Returns and Refunds Policy.
Contact Us
For shipping questions or help with an order, contact us through our contact page or email:
Our support team aims to respond within 48 hours.
Please include your order number so we can locate your purchase and assist you efficiently.