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FAQ's

FAQ's

About the products:

How do I know which products are best for my skin / will give me the results I want?

Please contact us at Our Secret Skin and Health Clinic and one of our practitioners will be able to talk to you about your skin and the best products available for you to use depending upon the results you are looking for. Please Contact Us for an assessment.

 

How can I be sure that ‘Shop Our Secret’ will give me the best price for my desired product?

Shop Our Secret is committed to bringing you the latest products at the best price. We guarantee our price will never be higher than the recommended retail price.. And we offer free delivery!* 

*Conditions apply.

 

About your account:

I’ve forgotten my password, what should I do?

Follow this link to reset your password.

 

How do I change my delivery address?

Simply sign into your account, navigate to the 'Your Address Book' link. You can Add, Edit and Delete as necessary.

 

How can I see what I have ordered in the past?

Simply sign into your account, navigate to the 'Your Completed Orders' link.

 

When purchasing your products:

I have a voucher / gift card. How do I redeem it?

Simply shop on our online store as you normally would and redeem your gift voucher on the checkout page. 

 

What happens if the product I have ordered is out of stock?

Shop Our Secret will contact you via phone or email to advise you that a product you have ordered is out of stock. Generally a product will be back in stock within 1-5 days. Unfortunately Shop Our Secret cannot offer a back ordering service, so you may wish to cancel the ‘out of stock’ item on your order allowing the available items to be delivered. You may then re-order the remaining product when it is back in stock.

 

What happens if I have ordered the wrong product and want to exchange it / return it?

Unfortunately Shop Our Secret does not offer refunds for change of mind or if you accidentally ordered the wrong product, though we will happily exchange your item for another at the same price or higher. Please refer to our Returns Policy.

 

What credit cards does ‘Shop Our Secret’ accept?

Shop Our Secret accepts the following methods of payment: Visa, MasterCard, American Express, Debit Cards and PayPal. 

 

How do I know that supplying my credit card details to ‘Shop Our Secret’ is safe?

Shop Our Secret uses the eWAY Payment Gateway for its online credit card transactions. eWAY processes online credit card transactions for thousands of Australian merchants,providing a safe and secure means of collecting payments via the Internet. All online credit card transactions performed on this site using the eWAY gateway are secured payments.

• Payments are fully automated with an immediate response.

• Your complete credit card number cannot be viewed by Shop Our Secret or any outside party.

• All transactions are performed under 128 Bit SSL Certificate.

• All transaction data is encrypted for storage within eWAY’s bank-grade data centre, further protecting your credit card data.

• eWAY is an authorised third party processor for all the major Australian banks.

• eWAY at no time touches your funds; all monies are directly transferred from your credit card to the merchant account held by Shop Our Secret.

For more information about eWAY and online credit card payments, please visit

www.eWAY.com.au

 

Will ‘Shop Our Secret’ be the name recorded on my credit card statement?

Yes

 

About your delivery:

How much does delivery cost?

Shop Our Secret offers free delivery for any orders over $120. For any orders below this amount will be calculated with Australia Post according to its weight and will give you options on how you would like your item shipped anywhere in Australia. For any deliveries to an overseas address Shop Our Secret will calculate by weight and destination a shipping cost and then use Australia Post Inernational to deliver your items. 

 

How long will it take for my products to be delivered?

Within Australia

Capitol Cities and Major Cities

Between 2 To 7 business days to most capitol cities. depending on selection of shipping method with Australia Post. Methods are: Express Post or Regular Post.

Regional and Isolated areas

Between 3 to 14 business days to Regional and Isolated areas, depending on selection of shipping method with Australia Post. Methods are: Express Post or Regular Post.

Overseas

Between 4 and 10 business days depending on destination and International customs in individual countries.

What happens if the product delivered to me is not the product that I ordered?

Please contact us immediately so we can organise delivery of the correct product and return of the incorrect product

 

Do I have to be home when the products are delivered?

Ideally yes as our couriers require you or a family member at the same address to sign for your products. However, if it is not possible for anybody to be home at the time of delivery a ticket will be left in your mail box. Please follow the instructions on this ticket to arrange another time for delivery.

 

Do I need to sign for the delivery? 

Please refer to the above question and answer. 

 

Can I get my products delivered to an address different to my home?

Yes, you just need to fill in the address you want your products delivered to in the space ‘Delivery Address’ when completing your order. 

 

 

Safe Shopping

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