THE BASIC STARTER KIT

How much is postage and packaging?

• $10 flat rate.
• Postage and packaging is FREE for orders of $ 200 or more.

How do I change the delivery address on my order?

Once the order has been processed and you have an order number, email admin@equinox.com.au call (08) 92774560 to update any details on the order or visit our Online Skin Consultation Form.

What is your returns policy?

You can return any unused products within 14 days for a refund or exchange on presentation of your receipt. Items must be in original condition, including both inner and outer packaging where applicable. We regret that we cannot refund or replace any used items unless they are faulty. This does not affect your statutory rights. Refunds do not include the cost of returning the goods. Please send your returns to the following address, clearly stating your name, address and account number.

If there are missing or damaged items in your order, we must be notified within three days of receipt. Please call us on (08) 92774560.

How long will it take to process my return?

If an item is returned to us at the above address, a refund will be processed on the day of receipt. The refunded amount normally takes 3-5 working days to reach your bank account.

Why has my order been cancelled?

If you have been able to place an order but we do not have the stock to fulfil it, your order will be cancelled, and a refund processed. This doesn’t happen very often and we’re sorry for any inconvenience it may cause.

I think my item is faulty, what should I do?

Please call us on (08) 92774560 within three days of receipt and we’ll discuss with you how to return the item to us and whether you will be refunded or the item will be replaced.

I have an incorrect item in my order, what should I do?

Please call us on (08) 92774560 within three days of receipt and we’ll discuss with you whether we will refund you or deliver the missing item to you at a later date.

I’m missing an item from my order, what should I do?

Please call us on (08) 92774560 within three days of receipt and we’ll discuss with you whether we will refund you or deliver the missing item to you at a later date.

How do I create an account?

Click on ‘My Account’ in the ‘Shop’ dropdown menu and enter your details as a New Customer.

The item I want is out of stock, will you be getting more?

Stock is regularly replenished but sometimes items can be out of stock for 1-2 weeks. Please keep checking the site for the item to be back in stock.

I have forgotten my password, what do I do?

Click on ‘Forgot my password’ on the Log In screen and follow the instructions. A new password will be emailed to you and then once logged in you can update your password to one you find easy to remember.