Frequently Asked Questions

Appointment

    • A $50 appointment deposit ($100 for Doctor appointment) must be paid at the start of your package to secure your appointment. This will be used in the event a late arrival, late cancellation or no show fee needs to be charged.

    • We reserve the right to charge this fee on the second occasion of you either arriving late, cancelling late or not attending your appointment. This fee cannot be used towards services or products.

    • If utilised, an additional $50 deposit ($100 for Doctor appointment) is required to make another appointment. The appointment deposit is refundable on your last appointment or if you prefer it will be kept on your account and remains valid for 6 months from your last appointment.

    • We request that you arrive 10 minutes before your appointment.

    • Arriving late deprives you of precious treatment minutes since each session needs to finish on time as a courtesy to the next client. You are deemed late if you arrive 10 minutes or more after your scheduled appointment.

    • Depending on our availability and the type of appointment we may cancel, reschedule or shorten your appointment duration. If you foresee that you will be running late, we appreciate that you call us as early as possible so that we can advise you accordingly.

    • When we book your appointment, we exclusively reserve the therapist, room and time for your treatment. We do not double book or overbook our clients.

    • To help you keep your appointment, we will send a confirmation message a few days prior. We ask that you reply at least 48 hours prior to your appointment. If for some reason you do not receive your reminder, your appointment remains your responsibility to attend.

    • If you do need to change your appointment, please provide a minimum of 48 hours’ notice. We request this so that we may offer the appointment time to another client.

    • While we understand that sometimes circumstances beyond your control can occur to cause you to have to cancel at the last minute or miss your appointment entirely, we appreciate that you notify us as early as possible to ensure smooth running of the clinic.

Payment

  • We accept payments via bank transfer, EFTPOS, Afterpay, and cash.

  • No – cosmetic treatments are not claimable.

Shipping & Delivery

  • We offer two convenient options for purchasing your skincare products on our website:

    • Standard Shipping: All parcels are dispatched via Australia Post, limited to delivery within Australia only.

    • Store Pickup: Online orders can be collected directly from our clinic during opening hours.

  • We use Australia Post for all our standard deliveries to ensure your products arrive safely and on time.

    Australia Post standard delivery times are as follows:

    • Same State: 2-4 business days

    • Interstate: 3-6 business days

  • We process and lodge our parcels twice a week.

    If you require your order to be posted urgently, we recommend planning ahead and placing your order in advance, especially for interstate shipping.

  • No, we currently do not offer international shipping. Delivery is available Australia-wide exclusively.

  • Yes, you can choose to pick up your online orders directly from our Parkville clinic. Please select this option at checkout.

Refund

  • We do not provide refunds or replacements for:

    • Change of mind or purchasing error from your end.

    • Subtle and unavoidable variations in colour, texture or scent that sometimes may occur between the batches with natural products, or because you may not care for a product’s colour, texture, scent or perceived performance.

    Should you experience an adverse reaction which you suspect is attributed to our skincare products, we will consider each situation individually. If such a situation arises, you are requested to provide details and photographic evidence of the issue, and we will review it to determine if a refund is warranted.

    To be eligible for a refund or replacement:

    • The item is faulty (photographic evidence may be required).

    • The item is incorrect due to our error (photographic evidence may be required).

    • The item was purchased directly from our online or physical store.

    • The item must be in the same condition as it was received (not damaged from dropping or mistreatment).

    • You have 7 calendar days to return the item from the date you received it.

    We reserve the right to refuse the refund or replacement of items which do not meet the eligibility criteria.

  • We do not provide refunds for change of mind or purchasing error from your end and will only provide refunds if required by law.

  • If you meet the eligibility criteria and would like to return your product, please contact info@thedreamskinclinic.com.au and state:

    • The order number and reason for return.

    • If you are requesting a refund or replacement item.

    Once you have notified us of your wish to return the item for assessment and we approve the return, we will send details to your email address on how to return the item at our cost.

    Once we receive your item, we will notify you on the status of your refund/replacement after inspecting the item within 5 working days.

    If your refund is approved, we will initiate a refund to your original method of payment. Please allow 3 working days for the refunds to be approved by your purchasing merchant.

    If your replacement is approved, we will generate a new sales order to ship your replacement item.

Others

  • If you'd like to be contacted when there's a vacancy for a Dermal Therapist/Clinician, Social Media/Marketing Associate and Front-of-House role, please fill in the contact form here and we’ll be in touch.

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