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General Shipping Information
We currently ship to Australia and New Zealand.
AUSTRALIA
NEW ZEALAND
Order dispatch & tracking your order
Your order will be dispatched 1-3 days from when the order was placed. Express orders will be shipped within 24 hours.
Your order will be delivered by Australia Post. When your order is dispatched, you will receive tracking information via email. If you would like more information regarding the tracking of your items during shipping, please contact Australia Post directly.
Customer pick up
As we are an eCommerce brand we therefore do not offer the pick-up of purchases. We hope to be in a retailer near you soon though!
Wrong address
It is the responsibility of the customer to provide accurate shipping information. Unfortunately, we cannot provide a refund or replace your items if the wrong address is given.
Return to sender
If the postal service returns your parcel to sender, we will contact you to organise re-delivery. Unfortunately, we are unable to provide refunds for a return to sender parcel.
Order doesn’t arrive
We encourage you to track your order via Australia Post online tools. Intention Skincare is not responsible for any faults of Australia Post, and it is for this reason we sadly can not offer a refund in this situation. Please feel free to let us know though and we will do what we can to assist where possible.
Safe drop
You can select safe drop through your Australia Post Tracking Portal. We ask that you please ensure that there is a place where the parcel can be safely left unattended.
Unfortunately, we cannot offer any compensation if your order has been delivered to your address but hasn’t been received.
Site-wide Returns/Refunds:
We understand that everyone's skin is different and sometimes our products might not be suited to you. If this is the case for you, please send us an email at sian@intentionskincare.com. We won't be able to offer a full refund, however we will do our best to see how we can help.
Mermask Returns/Refunds (Happiness Guarantee):
We know that Mermask is quite different to many other face masks on the market! But we are so confident that you're going to love it that we offer a 30 day 100% money back guarantee when you purchase a 70g Mermask. Please email us at at sian@intentionskincare.com within 30 days of your order if you are not satisfied with your purchase. Please note you will be required to return the product to Intention Skincare and the cost of return shipping is at the customer’s expense. Please use Registered Post that can be traced. If the product is not returned to Intention Skincare, a refund will not be issued. Additionally, it's advised for customers to request proof of postage when sending back their items.
Damaged Products
If your items arrive damaged, please email us with photographic evidence and we will happily replace the broken/faulty product.