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FAQs + Info

Shipping Rates

We ship worldwide, and free shipping options are always available. All orders include tracking. International AusPost shipments are delivered by your local postal service.

Rates based on cart total after coupons and discounts are applied.

AusPost ExpressAusPost Standard
2-6 business days3-10 business days
Less than US$74US$11US$7
DHL ExpressPostal Service
3-9 business days (1-2 weeks)7-20 business days (2-4 weeks)
Less than US$205Live DHL RateUS$19

Order Tracking

How to track your order

You will receive an email with your tracking information once your order has been processed. It may take up to 24 hours for tracking information to become active from reciept of this email.

You can track the progress of your order through to shipment under ‘Order History’ in the My Account section of our website. If you do not have an account with us, you can track your order here by entering your order number.

Need help?

If you need assistance tracking your purchase or have questions at any time, don’t hesitate to Contact Us and we will be happy to assist you.

Lost or Damaged Goods

Package MIA?

While we try our best for all orders to be fulfilled seamlessly, issues can sometimes happen. Don’t worry, we’re here to help.

If your order has arrived damaged, or if it has not been delivered within 3 business days of the delivery service’s estimated delivery date, please contact us by emailing support@cipherskincare.com so that we may assist you.

undeliverable parcels

Please ensure address information is accurate. Undeliverable parcels returned to sender are subject to a 50% restocking fee.

International Orders

Any additional taxes or duties applied by customs at the destination country are the responsibility of the delivery recipient. Please note in accordance with Australian export regulations we are required to declare the exact value of all items and identify the order as dutiable “merchandise” and are prohibited by law from identifying an order as a “gift” for export purposes.

Your local customs office will be able to assist you with any further information regarding taxes, duties and customs.

Returns + Exchanges

We strive to provide quality, effective products and hope you’re delighted with your purchase. If you are unhappy with your Cipher products for any reason, we are happy to accept your unused or lightly sampled return in exchange for a store credit within 30 days of receipt.

To be eligible for a store credit, you must provide a valid proof of purchase. Change of mind returns will not be reimbursed return shipping costs and must be sent via tracked services. Please head to the “How to Make a Return” section to learn how to proceed with your return.

Consumer Guarantees

cipher products come with the consumer guarantees found in the australian consumer law which cannot be excluded, including guarantees that the products will be of acceptable quality. the consumer guarantees are not affected by our change of mind policy above.

in the unlikely event that you receive products from us that do not comply with the consumer guarantees, we will provide you with a refund or exchange based on the below:

  • if we consider that the product has a major failure under the australian consumer law (eg. the product is unsafe, does not fit the description or is not fit for purpose), you can return it and receive your choice of a refund or an exchange, and compensation for any other reasonable foreseeable loss or damage.
  • if we consider that the product has a minor failure under the australian consumer law (eg. the product’s packaging is cracked but does not affect the safety or use of the product), we will provide you with our choice of a refund or exchange.

where a product is damaged through misuse, accident or abnormal use, the australian consumer law or any manufacturer’s warranty may not apply, and cipher may choose not to provide a refund, exchange or repair (if applicable).

cipher will require proof of purchase before providing a remedy under the australian consumer law.

consumer guarantees cannot be excluded or limited and are in addition to any manufacturer’s warranties or extended warranties purchased by, or given to, you.

How to Make a Return
  1. Check that you meet the above return conditions.
  2. Contact the Cipher team at support@cipherskincare.com referencing your order number if possible.
  3. Once your return is approved, package the item securely and proceed with your economical return option of choice. If applicable, send us a copy of your shipping receipt for reimbursement.
  4. When we receive your package you will be credited using the original form of payment on your order.
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