Frequently Asked Questions
How long will my order take to arrive?
We use Australia Post Express Post for all Australian orders. Your order will be dispatched within 1–2 business days after order placement. During promotional periods, please allow 5–6 business days for dispatch.
Once dispatched, Australia Post Express Post delivery timeframes may vary depending on your location. Express Post generally takes 1–3 business days once dispatched; however, delivery times may vary for regional or remote areas.
Please note that estimated delivery timeframes do not apply to weekend orders, peak sale periods, or public holiday periods. Orders may experience delays of 3–4 business days during these times. Orders placed between 10am Friday and 10am AEST/AEDT Monday are considered weekend orders.
Australia Post does not operate on weekends. Delivery timeframes may also vary during public holiday periods due to increased demand on postal services. Thank you for your understanding.
How much is postage?
We proudly offer Express Post for all Australian orders. A flat rate of $9.95 applies, and free Express Post is available for all orders over $95 within Australia.
How can I track my order?
Once your order has been dispatched, you will receive an email with your Australia Post tracking number. To track your order, simply enter this number on the Australia Post Tracking website. This link will also be included in your dispatch email.
To receive tracking updates by SMS, please add your mobile number to your account when checking out. A tracking text may be sent once your parcel arrives at the Australia Post state depot. Please note there may be a delay between Sukin confirming your order is on its way and receiving an Australia Post SMS update.
Do you ship internationally?
We have temporarily suspended all international shipping services through the Sukin website. We apologise for any inconvenience this may cause.
For customers outside Australia, we encourage you to explore our international retail partners. You can find authorised stockists here.
We are exploring opportunities to expand our global reach. Stay tuned for updates on new websites that may be launched for international customers.
Thank you for your understanding and for supporting our skincare that doesn’t cost the earth.
What happens if I entered the wrong delivery information?
Unfortunately, we cannot change any order information once your order has been processed. Please ensure all delivery details are correct before placing your order, including your postcode. If you are shipping to an office building, please include your company name to help avoid your parcel being returned to us.
You will receive your tracking information once your order has been dispatched. If you need to redirect your parcel, please use the Australia Post MyPost tool at auspost.com.au/mypost/.
If an incorrect or incomplete address is entered, delivery may be delayed by up to 4 weeks. In most cases, Australia Post will eventually return the parcel to us.
What happens if my package goes missing?
If your package has been stuck in transit for longer than expected, please lodge a missing package investigation with Australia Post and provide us with the case number.
Every missing package investigation will be assigned a unique case number by Australia Post and may take 2–4 weeks to resolve. Once we have the case number, we can take action based on Australia Post’s findings.
If the package was delayed or returned due to an incorrect or incomplete address, a $9.95 postage fee will apply to resend the parcel to the correct address.
What if you are unable to send an item I have ordered?
In the rare instance that we are unable to supply an item in your order, we may dispatch the remaining items to avoid delaying your order and provide a refund for the unavailable item. You will be notified by email, and where possible, we will let you know when the item is expected to be back in stock.
What is Sukin's return policy?
We make every effort to ensure your purchase arrives in perfect condition. If you experience an issue with your order, please contact us at info@sukinnaturals.com and we will do our best to resolve it.
Sukin does not have to provide a refund if you simply change your mind, so please choose carefully.
If you wish to make a claim relating to a product that was damaged in transit or an incorrect item received, please contact us by email within 24 hours of receiving your order.
Once the returned goods have been received and reviewed by our warehouse team, we will either re-supply the item(s) or provide the appropriate credit or refund. It is the customer’s responsibility to review the goods received before opening or using them.
How do I know if my order has been successful?
You should receive an order confirmation email once your order has been placed and paid for. If the payment does not go through, we will send you an email to let you know and provide available payment options.
I have been sent an incorrect item or something is missing. What should I do?
If there is an issue with your order, please email the following information to info@sukinnaturals.com as soon as possible, and we will guide you through the replacement process:
- Your order number
- The item you ordered
- The incorrect item you received, or the item missing from your order
Manufacture Dates
At Sukin Australia, we take great pride in upholding the highest quality standards. Through our production processes and clear label information, every product is traceable, ensuring authenticity and confidence for our customers.
While our products do not have a best before date, they do carry a date of manufacture, formatted as either B020421A or 2F10.
We recommend that, once opened, products be used within six months for optimal results. If the product remains unopened, it can be used within 30 months from the date of manufacture.
