Frequently Asked Questions
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All orders sent from SoSmooth Skincare are sent via a traceable method via Australia Post. Upon dispatch from our warehouse you will be emailed a tracking number and link to track your parcel.
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Orders are dispatched between Monday - Friday 8.00am - 4.30pm AEST/AEDT. Please allow up to 48 hours from order confirmation to dispatch. This includes the time to quality inspect and process your order.
Orders placed on Public Holidays or Weekends will begin their processing on the next business day.
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For Australian Orders:
3-5 business days | Australia Post Standard Shipping
1-3 business days | Australia Post Express Shipping
For New Zealand Orders
5-8 business days | Australia Post Express Shipping
We’ll send you an email when it ships. If you're still not sure, just check the order lookup page or email us. We're happy to clear things up :)
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We will send tracking information to the e-mail address associated with your order once the item has shipped. If you have not received your tracking information and it has been over 2 business day, please contact us at support@sosmooth.com.au
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We're based in Melbourne, Australia.
Owned by Ezymerce Pty Ltd
ABN: 47649630982
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Successful orders will display a Thank You page with your order number and confirmation immediately after completing your order.
A confirmation email with your order number, invoice and details will also be sent. This should come through within an hour, but sometimes can go to your spam - so please check your junk to make sure if you haven’t received a confirmation.
If you haven’t seen or received either of these, please contact our friendly Customer Service Team via Live Chat, Email or Facebook DM urgently and we will be more than happy to help you. -
Once you've reached the checkout stage, enter your discount code into our discount bar and click 'Apply'. If the code is valid, your discount will be applied!
Please note, only one promotion/discount code is redeemable per order.
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We aim to process orders super quickly in our warehouse, as a result we cannot guarantee cancellations or changes can be made.
However, we recommend you contact our friendly Customer Service Team via Live Chat, Email or Facebook DM urgently and we will try our best to help you.
If your order has already been shipped, take heart. We'll still try to make it right. We know how frustrating it can be to pay for something you can't use. -
In the event you have received an incorrect or faulty item, please contact our Customer Support Team support@sosmooth.com.au with your order number and brief description of the issue and we will happily find a solution for you.
Do you have another question that was not answered here..? Please send us your enquiry via email support@sosmooth.com.au Facebook DM or use the Live Chat option on our website and one of our Customer Service Team will be in touch within 24hours.