Shipping policy
Our Delivery Promise
- Flat rate $10 Standard Shipping on orders under $200*
- Flat rate $15 Express Shipping on orders under $200*
- Free Express Shipping on all Australian orders over $200*.
(*Orders containing flammable items are restricted to Australia Post eParcel Standard Shipping when sent interstate).
Dispatch Times: All online product orders will be shipped within 2-5 business days. We provide tracking information once the order is dispatched, allowing clients to monitor the status of their deliveries.
During holiday and sale periods, shipping may take a little longer than usual. We're working hard to process and ship all orders as quickly as possible, and we'll notify you as soon as your order is on its way.
Client FAQs
When will my order ship?
Orders are shipped within 2-5 business days. You’ll receive tracking information via email once your order is dispatched.
Keep up to date with Australia Post’s alerts & delivery times via their website.
Do you ship internationally?
Currently, we ship within Australia only. For international shipping inquiries, please contact us.
How can I track my order?
How to track your parcel with Australia Post:
1. You'll find your tracking number in your shipment confirmation email.
2. You can enter the tracking number provided here: http://auspost.com.au/track/track.html
For parcel enquiries you can contact Australia Post directly on 137 678 or https://auspost.com.au/help-and-support
If you have been through these processes and still cannot locate your parcel, please email us at reception@twandskin.com.
Who will deliver my parcel?
Standard Shipping (eParcel)
All states: Australia Post (Standard Australia Post eParcel)
Cost: $10 on orders under $200. Free for orders over $200.Total Delivery Time: 2 - 7 business days
Express Post
All states: Australia Post (Australia Post Express)
Cost: $15 on orders under $200. Free for orders over $200.Total Delivery Time: 1 - 3 business days
What if my order hasn't arrived in the estimated time?
Please note that our shipping guidelines are based on the estimated time of arrival from the dispatch date, not the date your order is placed.
Please be advised that our delivery time guidelines are based on business days, which only includes Monday - Friday and exclude public holidays. Australia Post Express may deliver on a Saturday during busy periods.
What if I am getting it delivered to a business address?
Please enter the Company Name. This will help our delivery partners sort your parcel correctly, as they may deliver over the weekend.
Please be sure to check your mail room or reception if your order has been marked delivered and not received, there might also be a safe drop image attached to your tracking, indicating the location of your delivered parcel. If you have checked these areas and have not received your parcel, please contact our Customer Experience team at reception@twandskin.com.
What happens if an item I ordered was out of stock?
If one of the items you’ve ordered is out of stock you will be notified by one of our customer experiences representatives via email.
Your order will be split to send out any other items/gifts/samples.
The out of stock item will either be left on back order until it is restocked, or refunded back via the method of payment.