Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the Pep! Skincare family!
Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours. To speed up delivery if your order contains different types of products, you may sometimes receive them separately so we can get them to you as fast as possible.
Your products should be safely in your patiently waiting hands within 5-8 business days**.
As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow its journey.
*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Authority To Leave’ yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!
How much do I pay for shipping?
All orders include FREE delivery Australia-wide, no matter how many products you order.
When will my order arrive?
Once your order is picked and packed, the magical journey from Pep! Skincare HQ to your front door begins.
All orders (no matter how many products you purchase) include FREE delivery Australia-wide. You can expect your order to arrive within 5-8 business days* from the day you place it.
*Please note: Although postage times are quoted to us, delivery times may occasionally be delayed due to circumstances outside of our control. When this happens, your tracking information may show an updated or “delayed” estimated delivery date. We endeavour to get your Pep! Skincare products to you as quickly as possible and truly appreciate your patience and understanding.
How do I track my order?
Yay, time to celebrate – your order is on its way! After we pass your order to Australia Post, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Australia Post site so you can follow the live tracking updates!
Haven’t received your shipping confirmation email yet? Check your spam folder too (it may have ended up there).
Help, I think my order is lost/hasn’t been delivered?
Think your order might be taking a little longer than expected? Our standard delivery time is 5–8 business days, but sometimes delays can happen that are outside of our control. When this occurs, your tracking may show an updated or “delayed” delivery estimate.
If your Pep! Skincare order hasn’t arrived within 10 business days, please reach out to us - we’ll jump in and help sort it out for you as quickly as possible.
We always recommend keeping an eye on your tracking link for the most up-to-date delivery info, and if anything looks off, we’re here and happy to help.
Can I change my shipping address?
Oops — is your order going to the wrong address? No stress, we’ve got you 💛
If your order hasn’t shipped yet, please get in touch as soon as possible with the correct address and we’ll do our best to update it for you.
If your order has already been shipped, you may be able to redirect it directly via the tracking link in your shipping confirmation email.
Please note: we can only ship to the address provided at checkout. If an incorrect address has been entered and the order is delivered there, we’re unable to retrieve it - so please double-check your details before placing your order.
Do you ship internationally?
At this time, we only deliver our products to customers in Australia.
Are there any customs/import fees?
All our products are shipped out of our distribution centre. This means there’s no need to stress about any customs fees. All our products include Free Delivery.
Product Questions
Do you offer wholesale or bulk purchase discounts?
Pep! Skincare products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Got someone you love who needs a little skin glow-up?
You can send any Pep! Skincare product straight to them by entering their address as the shipping address and your details at checkout as the billing address.
We never include pricing or invoices in the parcel - everything is sent directly to your email for a clean, gift-ready experience.
Simple, seamless, and made to feel special.
Are you stocked in any stores anywhere?
Nope, it’s just us!
Pep! Skincare is exclusively available through our online store here in Australia.
Returns & Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk free trial of our products, during which you can return them at any time.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return the products?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products may not be the right fit for everyone. You’re welcome to return your order for a refund within 30 days of receiving it, provided it meets our return conditions.*
Please note: Not all items are eligible for return. Any exclusions will be clearly stated on product pages and/or at checkout. All products must be returned in as-new condition, with original packaging and any included accessories.
If you’re returning part of a bundle, your order will be recalculated at the non-bundle price and your refund adjusted accordingly.
Do I have to pay for returns?
We’ve got you covered here too. For eligible returns (refunds or exchanges) within Australia, we’ll provide return instructions and guide you through the process so it’s simple and hassle-free.
Just get in touch with our friendly team here and we’ll help you every step of the way.
*Please note: Not all items are eligible for return. Any exclusions will be clearly stated on product pages and/or at checkout. Return shipping costs may apply depending on the circumstances of your return.
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant directly.
Payment
How secure is your payment?
All jokes aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Emailing us is the way to go! You can contact us here or by emailing us at hello@pepskincare.com.au This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you.
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your Pep! Skincare stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
We also love seeing our products being used and tagged on Instagram, Facebook and TikTok.
Where are you located?
Our Pep! Skincare HQ is based in Melbourne, Australia.
From here, we look after everything from product development to customer support. Your Pep! Skincare products are carefully packed and shipped via our fulfilment partners to get them to you as quickly as possible.
*Please note: Our Pep! HQ is not a retail store and we do not hold stock on-site. We’re also unable to offer local pickup from any of our fulfilment locations.