SHIPPING & RETURNS
Below is a list of common questions around how we deal with shipping, returns and other related questions. If you have any other questions, please contact us for clarification.
Do you offer free shipping?
Yes! Alive Skin + Hair offers free shipping, to Australia addresses only, on all orders over $89. Free delivery can be selected at the checkout once the total cart value exceeds $89.
We do not currently offer free shipping to NZ or international addresses.
Please note that from time to time our shipping offers may vary and may end at any time.
Who do you use for delivery of orders?
Alive Skin + Hair utilises delivery options provided by Australia Post.
What shipping services do you offer?
IMPORTANT NOTE: Click & Collect has been suspended. Due to the closure of Alive Medispa from Midnight on 25th March, all click and collect orders have been suspended until further notice. All orders will need to be dispatched per the terms below. We apologise for any inconvenience this may cause. We thank you for your patience as we work through the current challenges
We currently offer express, standard and international services. Orders that dont meet the requirements for free delivery will be charged as follows:
|Service||Delivery Timeframe||Signature Required||Tracking available||Over $89||Under $89|
|Standard Delivery||3-7 days||YES||YES||FREE||$6.95|
|Express Delivery||2-4 days*||YES||YES||$11.95||$11.95|
|Click & Collect||Next business day||YES||N/A||FREE||FREE|
|NZ Delivery||<10 days||YES||YES||$19.95||$19.95|
A signature will be required at time of delivery and must be signed by someone living at the address. Once dispatched, you will receive a tracking number via email. It usually takes 2-4 days for express delivery and up to 7 days for standard delivery (10 business days for country and rural locations). *Next day delivery is only available for addresses in Australia Post's next day delivery network. Next day delivery network locations can be found here (http://auspost.com.au/parcels-mail/delivery-areas.html).
New Zealand orders can take up to 10 business days due to customs clearance.
Please note the suggested delivery times are guidelines only and we are not responsible for any unforseen delays in delivery by Australia Post. All products are packaged with care to ensure they arrive unharmed.
How long will it take for my order to be dispatched?
If the products in your order are showing as 'Ready for Dispatch' then they will usually be sent on the next available business day or same-day if ordered before 12pm AEST*. In certain circumstances products may dispatch within 1-2 business days. Products that are not in stock will generally be shipped within 2-5 business days, or when the stock is received from our suppliers. If you order contains products with different availabilities, your order will be shipped when all products are available. *Same day dispatch is only available on business days.
Do you offer a Click & Collect service?
Yes! We have a Click & Collect service for all orders placed that have a shipping address in Western Australia.
All Click & Collect orders can be picked up from our affiliated business Alive Medispa. Alive Medispa is located at the Duncraig Shopping Centre in Perth, Western Australia.
When can I pick up my Click & Collect?
Click & Collect orders are typically available for pickup on the next business day after the order is placed. You will receive an SMS text message when your order is ready. If you are unsure whether your order is ready for pickup, please call us on 1300 688 088.
Opening hours are located on the Alive Medispa website. You can see these here. Please note that these hours are different from the Alive Skin & Hair hours.
What is your return Policy?
Online shopping should be easy and convenient. Alive Skin + Hair’s Returns Policy applies to all purchases made online at aliveskinhair.com.au and does not exclude or replace your rights given under the Australian Consumer Law.
For change of mind or incorrect ordering of items, simply return the item to us within 30 days. We will then issue you with a store credit equivalent to the purchase price less our reasonable shipping costs. When returning the item/s please ensure that you, include proof of purchase, the item is returned in its original packaging and is in a saleable condition (unopened, unused and in the original pristine condition). This does not apply to items that are electrical, sale or clearance items.
For faulty or incorrect products, please contact us immediately on 1300 688 088 or email us from the contact page and our customer service team will be able to advise next steps in the return process. You will not be charged delivery or postage on faulty or incorrect products. Please note that some of our suppliers, particularly those of electronic goods, have specific arrangements in place to deal with faulty products. We will, almost always, follow these procedures to ensure that faulty products are dealt with in the most efficient and timely manner possible. Please contact us if you require details of any specific returns arrangements.
In extreme cases where your skin becomes irritated or shows signs of an allergic reaction, stop using the product immediately and call 1300 688 088 to speak to one of our skin therapists. Alive Skin + Hair is governed by each brands’ own policy and procedure in relation to the handling of an allergic reaction. In most cases photographic evidence is required to substantiate an allergic reaction claim.
How do I initiate a return?
Initiating a return is easy. Please visit the contact us page from the home page or click here, and send us an email requesting a returns form. Returns can be sent to:
ALIVE SKIN + HAIR
SHOP 16B / 50 MARRI ROAD,
DUNCRAIG WA 6023
We advise customers to send items back using a traceable postage product as we can not be held liable for lost items. If the original purchase included a free gift or was part of a bundled offer, these items must also be returned.
What happens once the returned item has been received by Alive?
Once returns have been received, a member of the Alive Skin + Hair customer service team, if needed, will contact you discuss the appropriate next steps. Refunds and credits will be processed and paid within 2-3 business days of receiving the items. Refunds will be paid to the original method of payment at the time of ordering. Please note that these timeframes represent our internal processing timetable. External factors, such as the method of payment, the bank you use, may impact on when you receive the refund.
Alive Skin + Hair will not reimburse delivery fees, transaction processing fees or any other costs incurred in delivering or having the item/s returned unless the item is faulty.