CUSTOMER SERVICE
 
SHIPPING, DELIVERY & RETURNS
 
1. How long does delivery take?
All successfully placed orders are dispatched within 24 hours. Our shipping carrier is DHL. This is a fully trackable service. Shipping to capital cities 7-12 days, however, shipping time varies by location.
 
2. If I order multiple items, it is just one standard postage charge or is it per item purchased?
 Where postage is applicable, it is charged per order by weight, not per item ordered. Any applicable postage costs are calculated based weight and shown prior to purchase.
 
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. 
 
5. 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.
 
6. 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 21 days of receipt. 
 
7. 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. 
 
8.  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. 
 
9. 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.
 
10. 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.