CUSTOMER SERVICE

FREQUENTLY ASKED QUESTIONS (FAQs)

1. ORDERS & PAYMENTS

2. SHIPPING & DELIVERY

3. RETURNS

 

1. ORDERS & PAYMENTS

1. What happens after I order?

First, your payment is processed. As soon as your payment is approved you will receive an email letting you know that the goods are going to be shipped to the address provided. Usual delivery times on standard shipping vary from 2-7 days from the time of postage within Australia, and longer for international shipping depending on your location (7-12 days generally). If you require express shipping on an order please email us on customer@glskinfitinstitute.com

2. What is the cancellation policy?

Once you have received your Order Confirmation’ email, the order is already being processed and so unfortunately we are unable to cancel it at that time. 

3. What currency will I be billed in?

Currency of transactions within Australia is in AUD and include GST. Purchases in the USA and all other countries will be in USD.

4. Pricing

All items available through the GL SKINFIT INSTITUTE® are in Australian dollars and include GST.

 5. Will my Credit Card details be safe?

Yes, your details are safe. We work hard to ensure that your details are secure and we will never share them with any third party unless required to do so by law. We do not store your credit card details.

The GL Sites use the PayPal gateway for credit cards and PayPal purchases. When purchasing your financial details are passed through a secure server using the latest 256-bit SSL (secure sockets layer) encryption technology to provide you with the safest, most secure purchasing experience. Our payment gateway is managed by one of the largest and most secure providers to the global market - PayPal. If you have any questions regarding our security policy, please contact our customer service support centre via customer@glskinfitinstitute.com

 6. Will my credit card be charged immediately?

Yes, your credit card will be charged as soon as you place your order and goods will only be dispatched once this payment has been approved by your debit or credit card provider, or PayPal. Generally goods are shipped within 24 hours.

7. I have accidentally paid twice.

If you have paid twice you can send us an email and we will refund the duplicate amount customer@glskinfitinstitute.com  You will be notified via email once the refund has been processed.

8. How do I get a copy of my tax invoice?

You will receive your Tax Invoice via email as soon as you have completed the payment process and you order has been confirmed. Please review and retain this email as this will be your proof of purchase.

9. I need to clarify my order?

If you are unable to find the answer to your question in the FAQ section, please send us an email at anytime on customer@glskinfitinstitute.com and we will get back to you as soon as we can. Please include your phone number and let us know if you would like us to call you.

 

2. SHIPPING & DELIVERY 

1. How long does delivery take?

All successfully placed orders are dispatched within 24 hours? Our shipping carrier is Australia Post via the eparcel service. This is a fully trackable service within Australia. Shipping to capital cities is within 2-3 days from the time of postage and up to 7 days for more remote locations within Australia. 

Delivery beyond Australia is managed by DHL. This is a fully trackable service. International deliveries via DHL are generally 7-12 days depending on location. 

2. If I order multiple items, it is just one standard postage charge or is it per item purchased?

 Where postage is applicable, postage is charged per order by weight, not per item ordered.

 3. Didn’t receive goods?

If you have not received your order please send us an email to customer@glskinfitinstitute.com

 quoting ‘Order Delivery’ as your subject line and provide us with your order number so that we can reply to your query promptly.

 4. Can I change my order for another product?

Unfortunately we are not able to offer exchanges at this time.

 

3. RETURNS

1. Can I return the products I ordered?

If you would like to return any items, please email us at customer@glskinfitinstitute.com and let us know within 3 days of receipt of the goods. Please note that returns are only possible if the purchased items are unopened and unused. We will refund the cost of the goods, however you will be responsible for all return postage costs. Returns can be made once authorisation is completed by our Customer Services team.

2. What do I need to include if I am returning any goods?

To facilitate processing your return as quickly as possible all returns must include:

  • A copy of your delivery statement/ order number
  • Return authorization obtained from our Customer Services team by contacting customer@glskinfitinstitute.com

 When returning the items, please ensure that all products are packed securely to prevent any damage via the post. (Please note: you are responsible for their condition until they are returned to us.)  It is also highly recommended that you send your return goods via registered or tracked postage so that the package can be traced.

Please note that the cost of shipping the goods to you initially is not refundable.

 All items must be returned within 7 days of receipt for Australian purchases and 21 days for international purchases.

 3. What if I ordered the wrong item?

If you have ordered the wrong item, we will provide a full refund, however please note that the purchased items must be returned to us unopened and unused and you will need to be responsible for all postage costs.

 4.  Where do I send my return to?

Please send any returns to:

 GL SKINFIT INSTITUTE® Returns

PO Box 474

Balwyn Victoria 3103

AUSTRALIA

Please note return shipping charges are not refundable. If you are sending back a faulty/damaged item please contact us directly. Any faulty items must be returned within 21 days of receipt.

5. My delivery was sent back?

If you have not been able to collect your parcel the item will be returned to the GL SKINFIT INSTITUTE® Warehouse.

You will then be notified via email by us that your order has been returned. We will resend your parcel, however customers are responsible for the additional shipping charges to re-send any item/s.

 6. When will I receive my refund?

Refunds will be processed as soon as the goods are received and verified as unused, unopened and in ‘as new’ condition.

Please note, for credit card refunds we are only able to refund the total cost of the goods purchased. If there are shipping charges to be refunded, we can offer a ‘credit’ towards your next purchase or a refund via Paypal.