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FAQs

  • Are your products genuine?

    Soho Skin Management / Sohoskincare is an authorised seller of all our skincare lines. All our products are genuine and we guarantee the authenticity of all our products. To check that we are an authorised Dermalogica stockist, visit www.dermalogica.com.au and look under the Bald Hills, Qld Salon search.

  • Can I get professional advice before I place my order?

    Yes, our professional esthetitian is Maree Andersen. Maree has been operating as a Professional Para-Medical Skincare Therapist for 14 years and can help you choose the right skincare for your individual needs. Send her an email with your specific skin care concerns at maree@sohoskincare.com.au

  • How much do I save by using Sohoskincare?

    All our products are up to 50% off the RRP in your local salons. By being a member you will occasionally receive emails with codes for even more savings. So many savings for so little effort!!

  • What method of payments can I use?

    We accept Paypal and Credit Card payments may also be made via the Paypal link. You do not need to be registered with Paypal to use your credit card in this way. When you use the Paypal link you will see a credit card payment section on the bottom left of the Paypal page. Simply follow the prompts for secure credit card payment.

  • What if I don’t want to pay with Credit Card or Paypal?

    You may pay with direct deposit if you prefer. Just select this option when completing checkout. Please note that your parcel will not be sent until cleared payment has been received.

  • Does Sohoskincare have a refund / replacement policy?

    Yes, we allow refunds in the following three situations:

    1. If the product you are sent is not the product you ordered, we will send you the right item free of charge. We do ask that the wrong item be sent back and we will also reimburse the postage amount for you upon receipt.
    2. If you have a reaction to a product you have purchased from Sohoskincare we will refund your purchase amount (less postage), provided we are supplied with a clear current dated photograph of the area affected and a current dated letter from your doctor confirming it is a reaction to the product you have purchased from Sohoskincare. The remainder of that product will also need to be returned so it can be sent back to the product provider/distributor & we will reimburse your postage as well in this event.
    3. If you return your purchase within 14 days. The item must be unopened with the seal intact. However, you will need to pay for the return postage. 

    If you wish to return a product you must first contact Soho Skincare and receive a return authority number. Any products returned without first obtaining a return authority number will not receive a refund. It is the responsibility of the buyer to pay all the costs associated with the return of all items unless otherwise stated. It is highly recommended that the buyer uses a trackable method of postage as Soho Skincare takes no responsibility for returned items that are lost in transit. Please also ensure that you carefully repack the returned item/s as items that are damaged during return shipping will not be refunded. Your refund will be sent within 48 hours of the receipt of goods. If you require a refund by bank deposit please email us with your bank details and allow a further 48 hours for funds to clear into your account.

  • Can I visit your salon to purchase my products and will they be the same discounted price?

    Yes, all our products are the same price in salon as on the website. For our salon info please visit our salon page. You will find a salon menu button on the website's home page.

  • Do you post throughout Australia or only to major cities?

    Yes, we post to all locations throughout Australia.

  • What happens if my item gets lost in the post?

    All purchases are insured against getting damaged or lost in transit to a purchase value of $1500.

    Items lost in transit: This process can take time, so your patience is appreciated. Once Fastway Couriers or Australia Post confirms that your delivery has been lost in transit, we will immediately provide a full refund or resend you purchase, which ever option you choose.

    Items damaged in transit: If you receive your item damaged or it contains a manufacturers fault, you will need to send the damaged/faulty items back to Soho skincare, with a tracking number. When we receive the item we will issue either a full refund or send a replacement. Soho will also refund the cost of the return shipping charges.

  • How much is it for postage and how long will it take?

    We offer a flat rate of $9.95 for all purchases under $50.00. If you order total is above $50.00 your shipping will be free*, this is automatically calculated by our website. (*Weight restrictions do apply) It can take 1 to 10 business days to receive your parcel, depending on where you live in Australia and the method of postage used.

  • When will my order be sent?

    All orders are processed within 2  business days after payment has cleared, occasionally it will be longer if there is a public holiday or long weekend.

  • What if my parcel is late?

    You will be informed via email on the date & method of shipping. You can use the tracking # supplied on either http://auspost.com.au/track/ for Australia Post Express Parcels or www.fastway.com.au for Fastway Courier Parcels. If you have any problems after doing this please contact us at orders@sohoskincare.com.au and we will make every effort to help track down your parcel.

  • Do I need to be a member to buy from your site?

    Yes membership is free or you can join when you place your first order with us.

  • Are there any benefits by having an account with you?

    Yes, we will send you up to date offers on a monthly basis. These emails will have special codes to enter, when you purchase in the allocated time frame. By doing this you will save even more on your favourite skincare items.

 

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