Frequently Asked Questions

Here's everything you need to know and any questions you might have!

Our Products

Are your skincare products vegan and cruelty free?

Yes! Our Australian Native Cleanser and Moisturiser are vegan and cruelty-free. We believe strongly in the ethical implications of cosmetic testing on animals. as well as the use of animal by-products in cosmetics. Additionally, we do not sell to countries that require products to be tested on animals by law.

Are your products safe for sensitive skin?

All of our products are safe for all skin types. If you have existing skin conditions such as dermatitis that are highly sensitive, please consult your doctor or dermatologist prior to use or if you are experiencing adverse effects. Please ensure that you follow the use instructions provided with our devices and skincare to avoid irritation.

MY DEVICE IS NOT WORKING?

If your device is not working, please consult the user manual provided and follow the instructions to troubleshoot. If you are still experiencing issues, within 60 day of purchase, please follow our terms and conditions on how to claim your money-back-guarantee. If you device is malfunctioning outside of the 60 day window, please follow the warranty instructions provided in the user manual or contact our customer service team at hello@sochyskin.com.au

Billing and Payments

Do you offer any payment plans?

Yes! We offer payment plans through our lovely friends over at Zip-Pay, Sezzle, LayBuy and LatitudePay. You can select whichever option best suits you, so you can get those results faster, with less hassle.

What payment methods do you accept?

We accept Visa, MasterCard, PayPal, AMEX, Google Pay, Apple Pay and Afterpay. We also accept payment plans through Zip-Pay, Sezzle, LayBuy and LatitudePay.

WHY AM I NOT ABLE TO COMPLETE MY PAYMENT?

If you are having trouble with payment, please ensure you are using one of our accepted payment methods and that you have sufficient funds in your account. If you are still experiencing issues, first contact your financial provider and follow up with us at hello@sochyskin.com.au

CAN I PAY CASH ON DELIVERY?

All orders must be purchased online, through our website and paid at the time of check out.

Shipping

HOW MUCH DOES SHIPPING COST?

We offer free express shipping worldwide with any purchase. Please be sure to read through our shipping terms and conditions for further information on estimated delivery times and international duties and taxes. If you have any further questions regarding shipping please send an email to hello@sochyskin.com and we will be happy to help!

HOW LONG WILL MY ORDER TAKE TO SHIP AND BE DELIVERED?

We use Australia Post to deliver our parcels to AUS and NZ, these are the estimated shipping times:
• AUD: 2-7 business days
• NZ: 5-10 business days

We use UPS to deliver our parcels to USA and all other countries, these are the estimated shipping times:
• USA: 5-8 business days.
• UK/Canada: 8-10 business days
• Other countries: 15-25 business days (depending on local post services)

HOW DO I TRACK MY ORDER?

Once your order has been dispatched, you will receive an email with your tracking information that you can
then track your order through.

All Australian/New Zealand orders are shipped via Australia Post, you can check your tracking code here:
https://auspost.com.au/mypost/track/

All International orders are shipped via DHL Express, you can check your tracking code here:
https://www.dhlexpress.nl/en/track-trace

Money Back Guarantee

TERMS AND CONDITIONS & HOW TO CLAIM

We are confident in our products, that's why we are proud to offer a 100% money-back guarantee on all of our products and bundles

In the unlikely event you don’t see results please read and follow the terms and conditions below that explain how to claim your money-back guarantee:

1. Email our customer service team at hello@sochyskin.com.au, please note for full and partial refunds you must return the product within 60 days of purchase.
2. You will then be directed by our customer service team to fill out an application that will be processed within 3 days of submission.
3. To return your handset, you must mail your product to: Sochy Skin - F26 122-126 Old Pittwater Road, SYDNEY,
NSW 2100.
4. You will be responsible for paying for your own shipping cost when returning your item, this is non-refundable.
5. Attach evidence of your shipping details to team@sochyskin.com.au. Consider using a trackable shipping service or purchasing shipping insurance, as can't guarantee that we will receive your returned item.

WHAT IF I DON'T MEET THE CRITERIA?

Applications that do not meet the criteria will not be approved for a return.

Please remember to submit your application within 60 days of purchasing the product to receive the full 100%
refund. We recommend taking photos that correspond to your concern with the product before returning. Ensure packaging is kept in good condition to meet the criteria for return and refund.

Please follow the instructions and user manuals provided with our products. Effective and efficient use will yield results and we will not hold responsibility in the event that the product is misused.