At Germaine de Capuccini Australia, we want you to feel confident when choosing your skincare. Our products can be purchased directly from our website, and if you already know the products that suit your skin, you are welcome to shop online with confidence.

For the best possible results, we recommend professional skin advice whenever you are unsure what your skin needs. Our qualified skin therapists and authorised Germaine de Capuccini clinics are trained to consider your skin concerns, your current routine and other factors that may influence how your skin responds, helping you choose the most appropriate products.

Book a skin consultation now.

Our 30-Day Skin Review

We believe great skin results begin with the right prescription.

When your Germaine de Capuccini skincare has been professionally prescribed for your skin concerns, we'll work with you to ensure your routine is right for your skin.

If you're not seeing the expected improvement within 30 days, please speak with your skin therapist. They can review your skin, the products you're using and your current routine, and consider other factors that may be influencing your results.

Depending on your skin's needs, your therapist may recommend adjusting how you use your products or adding other support to your routine to help you achieve the best possible result.

The 30-Day Skin Review is a consultation with a skin therapist. It does not create a right to a refund or exchange, and it does not limit any rights you have under Australian Consumer Law.

Our 30-Day Skin Review applies to Germaine de Capuccini skincare that has been professionally prescribed by Germaine de Capuccini Australia or an authorised Germaine de Capuccini clinic.

If you purchased your products directly from Germaine de Capuccini Australia, please contact our team and one of our qualified skin therapists will assist you.

If your products were purchased and prescribed through an authorised Germaine de Capuccini clinic, we recommend returning to your treating therapist. As they completed your original consultation and prescription, they are best placed to review your skin and make any adjustments to your homecare routine. Germaine de Capuccini Australia works closely with and supports our authorised clinics where additional assistance is required.

Our philosophy is simple: we won't leave you with a skincare routine that isn't right for your skin. We'll work with you to find the right solution.

Professional Skin Consultations

Skin is individual, and concerns such as pigmentation, sensitivity, dehydration, ageing, breakouts and impaired barrier function can have many contributing factors.

A professional consultation allows a qualified skin therapist to understand your skin concerns, your current skincare routine and other relevant factors before recommending products specifically suited to your skin.

You do not need to have a consultation every time you shop with us. However, if you are unsure which products to choose, are introducing new active ingredients, or are not seeing the results you expected, we recommend speaking with one of our skin therapists or visiting an authorised Germaine de Capuccini clinic for professional advice.

Change-of-Mind Returns

We do not accept returns, exchanges or refunds for change of mind or for products incorrectly selected by the customer.

Due to our product quality-control requirements, products cannot be returned to saleable stock once they have been dispatched from our warehouse. This allows us to protect the quality and integrity of every Germaine de Capuccini product supplied to our customers.

This includes circumstances where you:

·        change your mind after ordering;

·        decide you no longer want or need the product;

·        independently select a product that is not suitable for your skin; or

·        order the incorrect product.

If you are unsure which products are right for your skin, we recommend seeking professional advice before completing your purchase.

This change-of-mind policy does not limit any rights you may have under applicable consumer law.

Faulty or Damaged Products

Every Germaine de Capuccini order is carefully packed before leaving our warehouse. If your product arrives faulty or damaged in transit, please contact us as soon as possible so we can resolve the issue for you.

Please email admin@germaine-de-capuccini.com.au and include:

·        your full name;

·        your order number;

·        details of the affected product; and

·        photographs of the product and packaging where applicable.

Once we've confirmed the issue, we'll arrange the appropriate resolution. Where a replacement is appropriate, our team will endeavour to dispatch it within 24-48 business hours. Where we're notified before 11:00 am Monday-Friday, we'll generally aim to dispatch the replacement that same business day.

There will be no additional delivery charge for a replacement product supplied due to a confirmed fault or damage in transit.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under applicable consumer law.

If You Receive a Product You Did Not Order

If the product you receive is different from the product shown on your order confirmation, please contact us before opening or using it so our team can check your order.

From time to time, Germaine de Capuccini may discontinue, rename, reformulate or replace a product with a newer product. Where our website clearly identifies that an original product has been discontinued or replaced and directs you to purchase its replacement, receiving the replacement product you selected and ordered is not considered an incorrect dispatch.

If we have genuinely dispatched a product different from the product shown on your order confirmation, we'll arrange the appropriate correction at no additional cost to you.

Products Purchased From an Authorised Clinic

If you purchased your Germaine de Capuccini products from an authorised clinic, please contact your clinic directly regarding your product or skin concerns.

Your treating therapist knows your skin and the prescription they have created for you, making them the best person to review your results and recommend any adjustments.

The Germaine de Capuccini 30-Day Skin Review still applies to professionally prescribed skincare. Your clinic will manage your enquiry directly, with support from Germaine de Capuccini Australia where required.

As your purchase was made directly with the clinic, any product replacement, exchange or other transaction will be managed by the original place of purchase.

How to Contact Us About a Product Issue

For products purchased directly from Germaine de Capuccini Australia, please email admin@germaine-de-capuccini.com.au and include your name, order number, details of the issue and photographs where applicable.

If you would prefer to speak with our team, contact our Head Office on 1300 432 100.

Our team will review the information and advise you of the next steps. Please do not send any product back to our warehouse unless our team has specifically provided return instructions.

Returns to Our Warehouse

Products should not be returned to our warehouse without prior authorisation.

Due to our quality-control requirements, products returned without authorisation cannot be placed back into saleable stock.

If we need a faulty, damaged or incorrectly dispatched product returned for assessment, our team will provide instructions and, where applicable, arrange or cover the reasonable return postage costs.

Refunds

Because we do not accept change-of-mind returns, refunds are not provided simply because you have changed your mind, no longer require a product or have independently selected a product that is unsuitable for your skin.

Where a refund is required by law or otherwise approved by Germaine de Capuccini Australia, it will be processed to the original payment method used for the purchase.

Once approved and processed by us, please allow approximately 5-10 business days for the funds to appear in your account, depending on your bank or payment provider.

New Zealand Orders

This policy also applies to orders delivered to New Zealand, subject to any consumer rights that apply to your purchase under applicable New Zealand law.

We do not accept change-of-mind returns for New Zealand orders.

If a product arrives faulty, damaged in transit or differs from the product shown on your order confirmation, please contact us before returning anything to Australia. Our team will review the issue and provide instructions regarding the appropriate resolution and, where required, return arrangements.

Your Consumer Rights

Our 30-Day Skin Review and our change-of-mind policy operate in addition to, and do not exclude, restrict or modify, any rights or remedies that cannot lawfully be excluded under applicable consumer law.

Contact Us

Email: admin@germaine-de-capuccini.com.au

Phone: 1300 432 100

Our team is here to help you find the right solution for your skin and your order.