FAQs

If your question is not listed please email us at info@whatskinneeds.com.au and we will get back to you as soon as possible.

Q?

How do I return/exchange an item?

A.

We hope that you are happy with your order and that your items arrive in good condition. However if you are not completely satisfied you may return the products to us in their original condition for a full refund.

Q?

Should I register?

A.

We definitely recommend that you register with What Skin Needs as it will make your shopping experience easier and more enjoyable. By registering with us, you are able to change or update your details as well as view your order history.

Q?

What happens if I forget my password?

A.

If you have forgotten your password, do not worry! Proceed to the Login page where you will see a link that says 'Forgotten your password?' Click on this and enter your email address as instructed. You will then receive an email telling you how to reset your password.

Q?

How do I use a promotion code?

A.

Once a product has been added to your basket, you are able to view the selected products by clicking on 'Your Basket' in the top right hand corner. On this page you will see the contents and details of your basket. Below the product image on the right hand side there is a Promotional Codes area. You simply enter in the code, exactly how it is written, and press update to re-calculate the total price. Please be aware that Promotional Codes may have an expiry date, meaning they will no longer work after this date.

Q?

How will I know when my order has been received?

A.

Once you have placed your order you will be directed to a Thank You page. This shows that your order has been received. You will also receive an email receipt.

Q?

When will payment be deducted from my account?

A.

Payment will be deducted from my account when the order has been dispatched. Please note that at the bottom of the Thank You page that you are directed to after placing your order, it says: 'We will send you a further email as soon as your items leave our warehouse.'

Q?

How can I change or cancel my order?

A.

To cancel a AU Standard order, please notify us within 24 hours of placing the order by contacting us by filling in the contact form, stating your reference number.
We are unable to change your delivery address or change/cancel your order, once it has been despatched
Please be advised that we cannot accept returned goods that we reasonably believe have been used.
Please see the Delivery Details page for more information.

Q?

Can I upgrade my delivery service once the order has been despatched?

A.

Unfortunately we cannot upgrade the delivery service once the order has been dispatched. Please ensure that you read the Delivery Details for the timescales available before placing your order.

Q?

What can I do if my payment is declined?

A.

Please ensure you have entered all the correct details. If necessary try entering your payment details again (payment is not deducted from your account until it has left our warehouse). If you are still having problems please contact your bank.

Q?

What if I haven’t received my order?

A.

Please be aware of the delivery timescales and delivery conditions; please see Delivery Details for more information. If your order has still not been delivered, please Contact Us via the contact form and remember to state your reference number.

Q?

Is my personal information and credit cards details secured?

A.

Any information that you supply to the What Skin Needs website is 100% secure and strictly confidential. We understand how important security is and we ensure that your shopping experience is safe. Your details will only be used internally by What Skin Needs and will never be stored online or accessed without your permission.

Q?

How long do What Skin Needs™ products take to work?

A.

Depending on the severity of the condition and number of applications (the more regularly you use it, the more beneficial) results can be seen within a few days, but may take longer, however, the key to using this alternative product is there is no time limit/restrictions on how long you can use it (unlike a steroid).

Q?

Which products are suitable for which condition?

A.

Please refer to the front panel of each box and the notes on the back that specify which products are recommended for which conditions.

Q?

Are your products tested on animals?

A.

No. We do not test on animals.

Q?

Will What Skin Needs™ products react with me?

A.

There are no ingredients that are known irritants, however, like with any products if you have a specific allergy or concern, please undertake a patch test first and if a reaction occurs, discontinue use.

Q?

What are the age restrictions on What Skin Needs™ products?

A.

Our products are safe to use on all ages, however, would recommend from the age of 2 years and over, unless other recommended by your physician.

Q?

Can I use What Skin Needs™ products if I’m pregnant or breast-feeding?

A.

Yes, they are safe to use during this period, however, would not recommend putting the products directly onto any areas that come in to direct contact with the baby, ie/ avoid the breast if feeding.

Q?

What preservatives do you use in your products?

A.

Phenoxyethanol, benxoic acid, and dehyroacetic acid.