Q: How do I create an EST Skinlab account?
A: Click “Sign Up” at the top right corner of our website and complete the registration form. You’ll then receive a confirmation email to verify your account.

Q: How do I update my account information?
A: Log in to your account, go to “Profile,” and update your details such as email, address, and password.

Q: I forgot my password. What should I do?
A: Click “Forgot Password” on the login page and follow the instructions to reset your password via email.

Q: Can I track my order from my account?
A: Yes! Once logged in, go to “Orders” to view your order history, shipping status, and tracking information.

Q: How do I join the EST Skinlab Rewards program?
A: Simply create an account with your email, you'll receive a verification code, sent through to your email. From here you can log in as a member and start shopping! You’ll automatically earn points on eligible purchases. When placing an order, you will be able to fill in your contact information and shipping. Alternatively, you can checkout as a guest.

Q: How do I earn points?
A: Points are earned for online purchases, referrals, and participating in special promotions. Points may vary depending on the promotion.

Q: How can I redeem my points?
A: Log in to your account and apply your points at checkout. Each point has a value that will be shown during redemption.

Q: How many points do I need to redeem for a discount?
A: You must have a minimum of 750 points in your account to redeem them for money off your purchase.

Q: Do my points expire?
A: Points are valid for 12 months from the date they are earned. Expired points will be removed from your account.

Q: What shipping options are available?
A: We offer Australia Post Standard Delivery on all orders over $99. Free Express Delivery is available on orders over $199. For orders under $99, a $9 shipping fee applies.

Q: How do I select contactless delivery?
A: Choose Authority to Leave (ATL) at checkout to have your parcel left in a secure location without a signature.

Q: What is considered a safe place for ATL delivery?
A: A safe place is any location at your address where your parcel is not visible from public areas. Examples include behind bins, back porch, near letterboxes, or power boxes.

Q: How can I track my order?
A: Once your order has been packed and processed, we'll send you an email containing your tracking details. This email allows you to follow your parcel's journey right to your door. You can also view tracking in your account under “Orders.”

Please note: you won't receive this email immediately after placing your order. It will arrive once your package has been prepared and dispatched, from here you'll receive your tracking number and details.

To track your order, simply use the tracking link in your email, or enter your order number on the AusPost tracking link available.

Need help? If you're having trouble finding your tracking info or have any questions about your delivery, our Customer Care team is here to assist you

Q: What is your returns policy?
A: A return request can be made within 7 days of receiving delivery if they are unused, in original packaging, and accompanied by a receipt/invoice or proof of purchase. Please find our returns policy here for further details: Returns & Exchanges.

Q: How do I return an item?
A: Log in to your account, select the order you wish to return, and follow the instructions to generate a return request. Or fill out the 'Return Request' form here: Return Request Form.

Q: Can I exchange an item?
A: Yes! Exchanges can be made for the same product or a different item of equal value within 7 days of receiving your products. Contact our support team at contactus@estskinlab.com.au to assist with exchanges or fill out the request form here.

Q: Are gift cards or vouchers refundable?
A: Gift cards and vouchers are non-refundable and cannot be redeemed for cash unless required by law.

Q: Do you carry products for my skin type?
A: Yes! We stock a wide range of clinical-grade skincare suitable for oily, combination, dry, and sensitive skin types. Each product description includes details to help you choose the best fit for your needs.

Q: Are EST Skinlab products suitable for sensitive skin?
A: Yes! Many of our products are formulated for all skin types, including sensitive skin. Check the product description and ingredients list for more details.

Q: How do I know which products are right for me?
A: You can use our website filters and check individual product descriptions for detailed information on suitability and benefits. For personalised advice, you're welcome to book a consultation with an EST Clinic Clinician or Nurse here, or speak directly with a skincare advisor at our SkinCeuticals EST Clinic Flagship Store located at 271 Collins Street, Melbourne.

Q: Are your products cruelty-free?
A: Yes! EST Skinlab products are cruelty-free and not tested on animals.

Q: Can I use multiple products together safely?
A: Yes, but we recommend following product instructions and consulting our skincare guides or a clinic professional for personalised advice.

Q: Are your products authentic?
A: Absolutely. EST Skinlab is an authorised retailer of every brand we carry, which means you can trust that all our products are 100% genuine, sourced directly from official suppliers.

Q: How do I book a clinic service?
A: Bookings can be made online via our EST Clinic Services page or by calling EST Clinic directly on (03) 9069 4635 (City) or (03) 9069 4635 (Box Hill).

Q: What should I expect during a clinic treatment?
A: Each treatment is tailored to your skin type and concerns. Our experienced clinicians will provide a consultation, explain the process, and ensure your comfort throughout.

Q: Can I use a gift card or voucher for clinic services?
A: Gift Cards and vouchers purchased in clinic (City or Box Hill) only can be redeemed for eligible clinic treatments, subject to the terms and conditions.

Q: What is your cancellation policy?
A: Cancellations must be made at least 24 hours before the scheduled appointment. Late cancellations or no-shows may incur a fee or loss of deposit.