Klarna FAQ

list of Product and Technical FAQs.

  • shipping & delivery
    • How much does shipping cost?

      AUSTRALIAN ORDERS:

      Standard shipping is free for orders over $60 and express shipping is free on orders over $100.

      Standard shipping: $6.99

      Express shipping: $10.00

      INTERNATIONAL ORDERS:

      Your custom international rate will be shown at checkout after you have entered your delivery address! Note: Orders sent to destinations outside of Australia may incur additional tax and/or customs charges when they arrive. Please check any import fees you may be liable for before ordering.

    • How long will it take for my order to arrive?

      AUSTRALIAN ORDERS:

      Sydney metro

      Standard: 2-5 business days.

      Express: Next day delivery (on orders placed before 10AM)

      Other

      Standard: 4-7 business days

      Express: 1-2 business days

      INTERNATIONAL ORDERS: 5-14 business days

    • Can I change my shipping address after I place my order?

      After you place your order, you have 30 minutes to make a final decision on where you want your precious tbh parcel to be delivered. After that, your parcel is most likely packed and ready to leave our warehouse, because we’re super speedy like that.

    • How do I track my order?

      Once your order has departed and is on its way to you, you will receive an email with all of the deets… including a tracking number. Easy peasy! Watch your delivery all the way from our place to yours (we know you will)!

    • Can I change or cancel my order after I have placed it?

      Ah no, you aren’t allowed to suddenly decide you don’t want tbh anymore??? Just kidding. We might be mildly offended, but you have 30 minutes before we pack and ship your order to decide you suddenly don’t like us anymore. #itsnotyouitsme

  • payment
  • refunds and returns
    • I changed my mind. I don’t want my order anymore.

      Want to break up with us? You’ve got 30 days to do it.

      Any item can be refunded if it is returned within 30 days of purchase. To be eligible, your item(s) must be unused and in the original packaging in which you received it.

      Unfortunately, we do not offer a refund on opened or used products and do not offer exchanges online.

      To return the unused order, please send it back to: tbh Skincare Pty Ltd

      5/7 Queenscliff Road

      Queenscliff

      NSW, 2096

      Shipping costs are the responsibility of the customer and are non-refundable.

      (We recommend using a tracked service to return the goods)

      We will notify you once your return has been received and approved. The refund will be processed to the original method of payment.

      If you have an issue with your product or delivery, please contact us to discuss your options at hello@tbhskincare.com (please include your order number and product details in the email).

    • I didn’t see results. I feel cheated!

      If your skin said ‘not for me hun’ don’t stress...

      We have a 60 day guarantee on our OG and boujee bundles. If you purchased one of these you are eligible for our guarantee. Please note this guarantee does not apply to the cost of the face brush, as we are unable to accept returns or refunds for this item. If you are claiming the guarantee on the boujee bundle, you will be refunded $70 for the cost of the cleanser and the cream only.

      In order to be eligible for this, please read the criteria below:

      - Claim must be made after 60 days of purchase

      - Time stamped images to be provided when treatment commenced to date of guarantee (minimum of 4 staged images to show no progress with the treatment)

      - All remaining items must be returned to tbh Skincare for quality testing. Shipping costs are the responsibility of the customer and are non-refundable

      If you want to claim our 60 day guarantee, please contact us at hello@tbhskincare.com