Get in touch

We have a team of Skin Experts ready to offer you advice. Have a question about your order? Our order and product expert team are available too.

• I can't decide, how do I get a personalised skin assessment from a She's Pure Skin expert?

1. Complete this Skin Consultation form
2. Send through photos of the left, front & right side of your face via messenger or instagram or to skinvip@shespure.com.au
3. Your assigned Skin expert will get back to you with a personalised assessment & recommendations within 24-48 hours via email.

• What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.

• Can I change my order?

We can only change orders that have not been processed for shipping yet.
Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.
To make changes to your order, please reach out to our logistics team at skinvip@shespure.com.au 

• Where do you ship?

We currently ship to Australia & New Zealand.

• How long does it take to ship my order?

Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.
Standard shipping time for the states & countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:
- Australia Express: Metro 1-2 days Regional 2-3 days
- New Zealand 3- 7 days

• Returns Policy
  Can I return something I've purchased?
  We are happy to offer a store credit, exchange, or refund on an item you've purchased from us - simply contact us within 30 days of your order date.
  Change of Mind
  If you've had a change of heart about an item you have ordered, we'll need to receive it back to us unopened and unused, in the original packaging.
  Faulty Item
  If the item you have received is faulty, please contact us with a detailed description of the product fault, and a photo if possible.
  

  Allergy Return
  In the rare instance you've had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product immediately.

  Allergy returns must be less than 20% used upon arrival back with us.
  

  Incorrect Item/Damaged on Arrival
  If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us within 7 days of delivery.

  Please don't dispose of the item until we've had a chance to chat with you!