About Us
Welcome to SkinBRO's Frequently Asked Questions.
We’d love to help you answer any issues you have or general enquiries.
Please check the FAQ options below for answers to commonly asked questions. Need more help? Reach out to us via email, on our socials or the chat below.
About our
Product & Ingredients
Where is SkinBRO Made
Our Skincare products are 100% Australian Made.
How to use my products?
Guides on how to use your products can be found on the individual product pages or on the Our Skincare page
How do I get the best results?
Like looking after your lawn or car, consistency is the key to keeping your skin in top shape. Follow the individual product and guides on the Our Skincare page.
Do I use the products before or after shaving?
Best to exfoliate before a shave lads. We recommend not to use exfoliator or charcoal products soon after shaving to reduce the chances of ingrown hairs and irritation. Follow shaving with our Face Moisturiser to keep your skin hydrated.
When should I use the Face Cleanser?
Once to twice daily in the morning and evenings before bed. Don’t be afraid to also use it after a solid workout or extended time outside to wash away the dirt, sweat and tears.
Will the Charcoal Exfoliator stain?
If used correctly and rinsed thoroughly the Charcoal Exfoliator is highly unlikely to stain your skin. Any open cuts or grazes should be avoided when using and we recommend only using the product before shaving to avoid any irritation.
Are the products Vegan?
All our skincare products are vegan friendly.
Are the products nut free?
No. Our Face Moisturiser contains macadamia nut oil.
How long until I see improvements?
Important question! Some of you may see results in a couple of weeks and others 3-4 weeks. We simply aim to give you the tools to continue or develop healthy skincare habits to compliment other elements of your health & wellness arsenal.
What are our products made from?
SkinBRO use natural, vegan friendly local Australian ingredients for all of it's products. Cruelty FREE testing and no nasties included. Check out our ingredient profiles in the Our Skincare page. All of our ingredients are uniquely built upon multifunctional native Australian extracts that contain potent antioxidants and bio-actives. Every ingredient serves a purpose and function.
Cruelty Free
Our formulations are never tested on animals.
ABOUT OUR
Shipping & Payments
Who do we use to ship?
Currently we use Australia Post and Sendle for Australia and New Zealand orders.
My Payment options
We currently accept the following forms of payment.
We accept Visa, Mastercard, Amex, Shop Pay, Apple Pay and Google Pay. We securely encrypt your data so you can shop Stress free.
By using Paypal on our website you will have access to the following currencies: AUD, NZD, SGD, USD.
How do I get free shipping?
All orders over $75 AUD receive free shipping within Australia and New Zealand.
I don’t live in Australia or New Zealand and want to order your products?
SkinBRO offer a flat international delivery fee of $29.99 AUD on all orders up to a total individual order value of $300 AUD. For orders above $300 AUD shipping will be calculated at checkout.
If you have any trouble or you country is unable to be shipped to please contact our customer support team via email at my@skinbro.com
When will my products arrive after placing my order?
Our target processing time is 1-3 business days depending on order volume and time of the year. Within Australia and New Zealand your order should arrive within 4-10 business days and international orders may take up to 21 days. However due to factors beyond our control delivery may take longer.
We will send your tracking number when we notify you the products have been shipped via email or SMS.
Pre-order sales shipping times may vary from those above and will be diclosed at the point of sale.
Why is there a delay on my order being shipped?
Our target processing time is 1-3 business days depending on order volume and times of the year. Due to government and public holidays (We love a public holiday in Australia) our fulfilment team may be taking a well earned break but rest assured we will have your order on its way as soon as they are back on deck.
If your order has been shipped and takes longer than usual please check your tracking number for updates. Sometimes couriers fail to scan or there's an error in theirs or our systems.
Pre-order sales shipping times may vary from those above and will be diclosed at the point of sale.
If you have any further issues please reach out using our chat widget or drop us an email at my@skinbro.com
Are there any additional fees or taxes?
Depending on where you live your order may be subject to additional GST or VAT charges, which will be charged at checkout in accordance with the laws of these countries.
SkinBRO takes no responsibility for any additional international charges incurred as a result of customs fees, import taxes and or handling fees by the customer's country. These instances are unusual for international shipments however are possible and unpredictable. Should you be required to pay any additional fees or charges you will need to contact your customs office directly.
Can I cancel my order?
If your order is not fulfilled or dispatched please email us. Once your order has been fulfilled or shipped we are unable to cancel your order.
All pre-order sales are unable to be cancelled.
ABOUT OUR
Discounts & Wholesale
How do I redeem my promotion or discount code?
Promotion or discount codes can be applied at checkout. Some offers may need to be redeemed via a code sent to your email address.
Am I able to use multiple discount codes at the same time?
You can only use one discount or promo code for a single order. Multiple offers cannot be used for a single purchase. Should any customer offers, promo or discount codes be sourced improperly we reserve the right to void or cancel them at any time.
Do you wholesale?
For all wholesale enquiries please reach out to our team for further assistance wholesale@skinbro.com
ABOUT OUR
Return and Refunds
Can I return my product?
We do not accept returns for change of mind. We accept returns of faulty items for an exchange or a refund. We reserve the right to decline an exchange or refund where a fault is caused by misuse or neglect. Proof of purchase is required.
How do I get a refund?
If you’ve experienced issues with your order please contact us to assist you further. If you’ve already returned your order please provide a copy of your proof of return for our team to follow-up.
When will I get my refund?
If a refund has been accepted, our team will process your refund as quickly as possible. The refunded amount will be deposited within 5-10 business days to your original payment method. Processing times may vary depending on your financial institution.