Shipping policy

Orders are shipped out every weekday. You will receive an email notification once your order has been packed and posted.

Shipping (Australia)
Standard Shipping

• Free for orders over $99
• $10 flat rate for orders under $99
• Delivery: 2–5 business days

Express Shipping

• Free for orders over $150
• $15 flat rate for express delivery (optional)
• Delivery: 1–2 business days

All Orders

• Tracked postage
• Carbon-neutral delivery

Shipping (New Zealand)
$20 flat rate for Standard Shipping (5-10 business days)

SHIPPING INFORMATION
• Please allow 24-48 hours for processing orders and to receive confirmation of order tracking.
• Please check your junk folder if you are waiting to receive your tracking confirmation.
• We are not liable for incorrect information given to us when shipping information is asked at checkout. If the shipping information provided is not correct we are not required to refund you. You are responsible to make sure your information is accurate before finalising your order.
• All unclaimed / undeliverable parcels that are returned back to us will be shipped back at the customer's own expense. 
• Ray Skincare is not liable if your parcel is stolen if you requested safe drop or wrote a delivery instruction to leave your parcel unattended.
• If your order includes a pre-order item, your full order will be shipped together once that item is ready. We’ll send you a shipping confirmation email as soon as it’s on its way.

INTERNATIONAL ORDERS - CUSTOMS & DUTIES FEES
Please note that for all international orders, including shipments to New Zealand, any customs fees, import duties, or taxes are the responsibility of the recipient and are not included in our shipping costs. Ray Skincare is unable to cover these charges, and they may be collected by your local customs or courier upon delivery.

SHIPPING PROTECTION
Lost Packages (Undelivered Status)
If a package appears to be lost in transit and has not been marked as "delivered" by the courier, claims may only be submitted after 10 days have passed since the last tracking update for both domestic and international shipments. For international shipments, claims must be filed no later than 30 days after the last scan. Please note, Ray Skincare Shipping Protection does not cover this type of issue.

Delivered but Not Received
If a package is marked as "delivered" by the courier but you have not received it, the issue must be reported within 5 days from the timestamp of delivery. These cases are treated as stolen packages, and Ray Skincare Shipping Protection does provide coverage in these instances.

Incorrect Address Provided by Customer
If the wrong address is entered at checkout, any resulting issues are not covered by Ray Skincare Shipping Protection. Please double-check your shipping details before submitting your order.

Correct Address, Wrong Delivery
In cases where the customer inputs the correct shipping address, but the courier delivers the parcel to the wrong location, the package is considered lost. Ray Skincare will arrange for a replacement, but the customer will need to initiate a claim with the courier, as this constitutes courier error.

Undeliverable or Refused Shipments
If an order is returned to us because the address provided was invalid or delivery was refused, the package is not deemed lost. As such, Ray Skincare Shipping Protection does not apply. If the courier returns the parcel to us because it was not picked up from the designated collection point, the customer will be responsible for the cost of re-shipping.

Returns in Transit Back to Us
If a parcel gets lost while being returned to Ray Skincare, Shipping Protection does apply. However, claims must still fall within the designated reporting timeframes.

Change of Mind
Ray Skincare Shipping Protection does not cover returns or exchanges due to a change of mind, dissatisfaction with the product, or ordering the wrong item.

Shipping Delays
Delays in transit or extended delivery windows are not covered under Ray Skincare Shipping Protection.