FAQs

This is where you can find all the frequent questions and answers about AtOneSkincare Online Shopping.

Can you send me some samples to try before I buy?

Due to the limited nature of the samples, we regret that we are unable to send you samples alone. However you will receive free samples with every order over $25.

Do you offer free samples?

You’ll love opening your AtOneSkincare order to discover free samples. Every order over $25 will include a sample or two (or three or four) which are selected based upon availability and number of products ordered.

I want to re-purchase a product, but I can’t remember what I purchased before?

We keep track of this so you don’t have to. Simply Login, then select ‘Your Orders’ from the ‘Account & Help’ tab at the top of the screen to find all of your purchase history. You can select ‘View Order’ via date here.

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

When a product is out of stock at the time of order, you will not be able to add it to your Shopping Cart. If the product is able to be ordered, but then happens to be out of stock with our supplier, a friendly Customer Service AtOneSkincare Store will contact you to offer an alternative choice or perhaps a refund for that item. As AtOneSkincare Store does not offer a backordering system, your order will only be dispatched once it has been completely fulfilled. You may wish to cancel the ‘out of stock’ item for a full refund, therefore allowing the available items to be dispatched. If a discount code has been used, the refund will be for the amount you paid after the discount was applied.

When and why is a security check performed?

For first time orders over a pre-determined amount, you may be contacted by our customer service team and asked to verify your payment details as well as provide further proof of identification that you are the card holder. This is a merchant requirement to help minimise fraudulent transactions.

Are your products genuine?

We are the real-deal at AtOneSkincare Store offering genuine products sourced directly from the Australian distributor, manufacturer or from reputable wholesalers. The majority of our suppliers offer guarantees to ensure the products you receive are of equal quality to those which you would find in-store (*sigh* of relief).

I’ve forgotten my password, how can I Login?

Don’t panic – Click into the ‘Account & Help’ tab and select ‘Login’, submit your email address (that you used to join AtOneSkincare Store) then click the link ‘I have forgotten my password!’. We’ll send you an email with a shiny new password in just a jiffy.

Can I use two Promotion Codes on my order?

You are most welcome to use a Free Gift Promotion Code plus a Dollar Discount Promotion Code on your order, and here’s how… Once you are happy with your Shopping Cart and have met all Promotion Code criteria, enter the gift code in the PROMOTION CODE box and select APPLY. Your Free Gift will appear in your Shopping Cart. Now enter your Dollar Discount Promotion Code in the same way and apply to see the discount appear to the right. Voila! *Please note, unfortunately only one Dollar Discount Promotion Code is redeemable on the one transaction, but why not save one for your next order?

I have a Promotion Code but how do I use it?

After selecting all the products you would like to purchase, view your Shopping Cart, enter the ‘Promotion Code’ in the box provided and click ‘Apply’. Any applicable promotions or discounts under that code will then be applied to your order. In order to redeem a Promotion Code you must View Cart before you Checkout. If you proceed straight to Checkout then you will miss this step. Also make sure that you meet all the qualifying criteria i.e. minimum spend and validity. *Promotion Codes apply only to products and do not apply to any delivery charges. If your order falls below the Free Delivery Threshold then a nominal charge of $6.95 for Standard Delivery will be applicable.

Can I authorise my order to be left if I’m not home?

Absolutely. Just be sure the delivery address is a safe and secure location, then you can select ‘I authorise the parcel to be left at the delivery address without signature’. By selecting this authority you are releasing AtOneSkincare Store of all responsibility for the goods arriving safely to you.

Can you deliver to a PO Box address?

We sure can. Just make sure you have the correct delivery details before finalising your purchase. A calling card for collection will be left at your PO Box should the parcel be too large to fit.

How do I track my order?

A label number has been sent to you via SMS or email with your Order Confirmation. As your order is being delivered via Australia Post, head to AUSPOST.COM.AU to enter your label number into the Track Item section. Having trouble? Why not contact our expert parcel trackers via email: atoneskincare@outlook.com.au.

What happens if I’m not home when the delivery person comes?

Australia Post should leave you a calling card which will provide information about how you can arrange collection of your order.

How can I submit feedback to AtOneSkincare Store?

We love raving reviews and happily accept constructive criticism. Just take a peek at what some of our customers are saying about us from any product page. Please feel welcome to submit your comments via any of the contact options below. One of our Customer Service AtOneSkincare Store will be in touch with you shortly.
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