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Frequently asked Questions

If you have thought it, chances are one of our other BHAs (Beauty High Achievers) have thought it too. Check out our frequently asked questions below.

Purchasing & Shipping

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Returns & Refunds

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Promotions

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Privacy

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Purchasing & Shipping
Returns & Refunds
Promotions
Privacy
Purchasing & Shipping
How Do I Track My Order?

A message will be sent to you with order tracking details including tracking number and shipping provider link as soon as we ship your order.

Link to tracking portal from Australia Post is here:

How long will it take for my order to be dispatched?

We offer same business day dispatch on orders placed before 1pm (AEST)

(Excludes public holidays and times of incredibly high-demand. During these times it may take up to 48 hours for our warehouse team to dispatch your order)

Due to COVID-19 we might experience processing or delivery delays. We will do our best to keep you in the loop and to ensure your order gets to you as quickly and safely as possible. We are still sending internationally, but orders can take up to four weeks to arrive, depending on the location.

All regular and express parcels are sent as Authority to Leave parcels so that no signature is required.

Authority to Leaves means – the courier will leave your parcel with you at home if it’s safe to do so, without calling a mobile/knocking on the door.

How much is shipping?

REGULAR SERVICE
AU $9.95 or free over $100
NZ $14.95 or free over $100
INTERNATIONAL $19.95 or free over $250

What is the product warranty information on your devices?

Specific Dr Naomi Products have certain product warranties.

See below for the information about your particular product warranty. Clean Freak Cleansing Device offer a 1-year replacement warranty from date of purchase.

LED It Glow and BDE offer a 2-year replacement warranty 2 years after its original purchase date against manufacturing defects in materials or workmanship.

For warranty to be valid, device must be stored flat, in protective bag provided.

Dr Naomi Skin Pty Ltd warrants this device for a period of one (1) year after the original date of purchase against defects due to faulty workmanship or materials arising from normal use of the device.

The warranty* covers working parts that affect the function of the device. It does not cover cosmetic deterioration caused by fair wear and tear, or damage caused by accident, misuse or neglect. Any attempt to open or take apart the device (or its accessories) will void the warranty.If you discover a defect and notify Dr Naomi Skin during the warranty period, Dr Naomi Skin will, at its discretion, replace the device free of charge. Claims under warranty must be supported by reasonable evidence that the date of the claim is within the warranty period. To validate your warranty, please keep your original purchase receipt together with these warranty conditions for the duration of the warranty period.

Replacement products claimed under warranty are not entitled to renewed 1-year warranty coverage. This limited warranty is exclusive of all other warranties, whether oral or written, express or implied. There are no implied warranties created by the manufacture, sale or use of the product. This undertaking is in addition to your statutory rights as a consumer and does not affect those rights in any way.To claim your warranty, complete a returns form.

Email hello@drnaomi.com to begin the warranty claim process. You will be sent a Return Merchandise Authorisation (RMA) number and full instructions from customer service on how to return your Dr Naomi Skin product. Shipping costs are non-refundable.

Returns & Refunds
How do I Return my order?

1. All items must be received by us in the same condition as you received them, so please pack up any returned items carefully to ensure that they arrive safely.


2. Complete a returns form.


3. Email your completed returns form to hello@drnaomi.com and we will issue you with a Return Merchandise Authorisation (RMA) number and full instructions from customer service on how to return your Dr Naomi Skin product(s).


4. Once we receive your returned product(s), we will issue your replacement products or refund within 3-5 business days.

What Do I Do If I Change My Mind?

If you change your mind about your purchase, you can return unopened goods to Dr Naomi Skin within 30 days of purchase for a full refund. Unfortunately, we cannot issue a change of mind refund for any goods that have been opened.

We recommend that you return the product via Registered Post and that you pre pay all postage. You assume any risk of lost, theft or damaged goods during transit and therefore we advise you insure your parcel. Dr Naomi Skin Pty Ltd will not be responsible for parcels lost or damaged in transit if you choose not to insure.

What do I do if my product is faulty?

In the event that you receive a product that is in some way defective, please contact our Customer Service team via hello@drnaomi.com to arrange a replacement or refund.

Promotions
What Are Your Promotion's Terms and Conditions?

*While stocks last. Gift choice applied automatically at checkout for customer to manually select. Not in conjunction with any other offer or discount code. LED Devices include; LED it Glow device, BDE device and Couple Therapy bundle. Offer valid from 1st December 2022 until 31st December 11:59pm AEST 2022.

Privacy
What are your terms of use?

WHO WE ARE

This website is operated by Dr Naomi Skin Pty Ltd ABN: 44 638 638 0166 Regent Street, Paddington NSW Australia 2021

YOUR AGREEMENT

Your use of this website means that you have agreed to the following terms of use. Please note we may change these terms of use at any time, without telling you. If we make a change, the next time you use this website will mean you agree to the amended terms of use.

OUR SERVICES

We do our best to prevent any delays or interruptions to the website, but we cannot promise that the website will be available at all times. We may stop the operation of part of the website or all of it, at any time and without telling you. However, we will not be responsible for any loss, cost, damage or liability that may arise as a result. We try to make sure the content on the website is accurate, but we do not guarantee this. The content is also general in nature and does not constitute advice in any way.

SOME DON’TS

You must not:

Use the website for anything that breaks the law or infringes someone else’s rights;Post or send any material via the website which harms anyone else or use the website to send unsolicited messages; andIn any way tamper with the website or transmit any viruses via the website.INTELLECTUAL PROPERTY

The content and design of this website is all subject to copyright, which we reserve and own (or use under licence from someone else). Your browser (by its usual operation) may make a temporary copy of the website, and that’s fine by us. Also, to the extent we allow you to share parts of this website via social media, please feel free to do so. Other than that, you must not copy, adapt, store, transmit, print, display, perform, publish or create derivative works from any part of this website; or commercialise any information, products or services on this website. If you wish to do any of these things, you must get our written permission first.

THIRD PARTY LINKS

This website may contain links to other websites which we do not control, so we’re not responsible for the content of those websites. Although we would typically approve of the content contained in those links, we do not endorse, provide any warranty or take any responsibility for any aspect of those websites or their content. Those links are provided for convenience only and may not remain current and you use them entirely at your own risk.

EMAIL COMMUNICATION

When you accept these terms and conditions, we will automatically subscribe your email address to the Dr Naomi Skin member newsletter. This keeps you updated with new features, offers, promotions and partnerships. You can unsubscribe from this at any time of course.

GEOLOCATION

This website uses Geolocation scripts to determine the country you’re browsing from to provide a more customised experience. Your Geolocation data is not stored by our website.

INDEMNITY

We rely on you to comply with these terms of use, so if we suffer loss or damage or incur any costs because you breach these terms, you agree to indemnify us for those losses, damages and costs. You also indemnify us from and against all actions, claims, suits, demands, damages, liabilities, costs or expenses arising out of your use of the website.

DISCLAIMER

All material on the website is provided to you without warranties of any kind, including warranties of merchantability and fitness for purpose. We do not warrant that the website or the website server are free of viruses or any other harmful components.

LIMITATION OF LIABILITY

To the extent allowed by law, we exclude all liability to any person for loss or damage of any kind arising from or relating to the use of this website or the materials on this website. Where any law implies a warranty into these terms of use which may not be excluded, then to the extent the law allows us, our liability for breach of the warranty will, at our option, be limited to the supply of the goods or services again or (where applicable) repaired or replaced; or paying the cost of having them supplied again, repaired or replaced.

APPLICABLE LAW

These terms of use are governed by New South Wales law and if there’s a dispute concerning these terms of use, the courts in New South Wales will determine the outcome.

CONTACT US

If you have any questions relating to these terms of use, please contact us by emailing hello@drnaomi.com

What is your privacy policy?

Our commitment

We understand the importance of your privacy and your concerns about the security of your personal information. So, we are committed to protecting any personal information about you that we hold. This is our privacy policy. It sets out how we generally manage your personal information and safeguard your privacy.

Personal Information:

Personal information is information that identifies you or could identify you. During your dealings with us, we may collect personal information such as:- Your name, address and contact details- Your interests in our products, services or events- Information about your dealings with us or anyone else- Any other information which we may need to promote our goods or services.If you give us information about another person, you should make sure that you are authorised to give us that information. You must also make sure to inform that person of who we are and that we may use and disclose their personal information in accordance with this our privacy policy.

Using our website

We may collect personal information from you when you use our website. This information may be collected when you tell us about yourself, for example, by subscribing to us, completing an online form, entering details about our products or services, accepting an invitation from us or when you send us an email.

Cookies

This website uses cookies. It is a requirement of purchasing from this website that you allow your browser to accept cookies. We may use cookies to learn about how people use our website, what they are interested in and to help us make a better website. Like most other websites, we may automatically record details about any computer used to access the website such as the date and time of access, the IP address, domain name, and details of the information accessed.

Use of information

We use your personal information to provide our products or services to you, to manage and account for our products or services, to improve our products or services, to manage our relationships with you and to provide you with information about our ideas, events, or other products or services that may interest you. We may also use your personal information to provide you with information about other services offered by third parties which we think you may find interesting. If you would prefer not to receive this information, please contact us. We will not disclose your personal information to any third parties without your consent, unless we are required to by law or to the extent we use third parties to capture or manage your personal information on our behalf.

Information Security

We take reasonable steps to protect all information which we hold (including your personal information). We also take reasonable steps to hold information securely in electronic or physical form.

Changes to our privacy policy

Sometimes it will be necessary for us update and change our privacy policy. We reserve the right to change our privacy policy at any time. We may notify you about changes to our privacy policy by posting an updated version on our website.

Access to your information

You may request access at any time to personal information we hold about you by emailing us. We will deal with all requests for access to personal information as quickly as possible but may charge you a fee where access is provided.

If you didn’t see your question, it’s because we want to chat with you! Drop us a note here.