Shipping and Returns | RATIONALE

Shipping

Luminosity travels. Australian Clients can choose from Standard Free Delivery or $9 Premium Express Shipping, while our international Clients enjoy a flat fee delivery to virtually anywhere in the world.

COVID-19 DELIVERY UPDATE

We are working closely with our delivery partners to ensure RATIONALE Client orders arrive in the safest way possible.  This includes drivers conducting contactless deliveries and are adhering to hygiene precautions as advised by local government and health authorities.  You can find out more from our partners directly at Australia Post and DHL.

Our Production and Warehouse Teams remain fully operational – following social distancing and best practice hygiene to ensure all Client orders are fulfilled and delivered to your homes.  We are pleased to advise that we continue to be able to offer same day dispatch for all business day orders placed before 12noon. 

We have been advised of delays across the Australia Post network, which include:

  • The delivery time for Perth and Brisbane may increase by up to five days
  • The delivery time for North Queensland may increase by up to seven days
  • The delivery times for Tasmania may increase by three days
  • That Next Day Express Post Services into regional and rural communities may not be able to be maintained

We thank you for your patience as we work with Australia Post to deliver your order as quickly as possible in the current environment.

We are currently unable to deliver to the following international locations, due to service restrictions: Afghanistan, Austria, Bahrain, Bermuda, Bolivia, Botswana, Cayman Islands, Chad, Chile, Comoros, Croatia, Djibouti, Egypt, French Polynesia, Grenada, Guinea-Bissau, India, Iraq, Ivory Coast, Jordan, Kazakhstan, Kiribati, Kuwait, Libya, Madagascar, Maldives, Malawi, Mauritius,Mayotte, Mongolia, Nepal, Panama, Peru, Romania, Rwanda, Saudi Arabia, Seychelles, Suriname, Tuvalu, Western Samoa. 

In addition, due to flight cancellations and government restrictions, there may be a delay of up to 10 days for all international orders.  Please allow up to 30 business days for your order to arrive, and we thank you for your patience as our delivery partners work to move items as quickly as possible. 

If you need any assistance with your order, or would like to check the delivery status, our team of Online Skin Consultants are available to assist at consultant@rationale.com

 

Complimentary Delivery (Australia only) 

If you, or someone receiving the order on your behalf, will not be available to sign at your nominated address between 9am-5pm, please provide an alternate address that we can deliver to (i.e. work address or a PO Box).

If you are not there to sign for the delivery, a calling card will be left by the post/courier service for your item to be picked up at the nearest post office. Should the order be returned to us, you may be charged for re-delivery.

Premium Delivery $9 AUD (Australia only)

Your order will be sent via a premium service which will require a signature on delivery. For remote locations Australia-wide, please contact RATIONALE HQ for delivery information.

If you, or someone on your behalf will not be available to sign at your nominated address between 9am - 5pm on a local business day, please provide an alternate address that we can deliver to (i.e. work address).

If you are not there to sign for the delivery, a calling card will be left by the post/courier service and you will need to collect your parcel from the nearest post office.

International Delivery $20 AUD 

We deliver to most international locations. Your package will be sent via standard post/courier, which may take up to 20 days.

If your country is not available on the drop-down menu on the Checkout page, please Contact Us for assistance.To ensure that your order arrives safely, a signature will be required on delivery. Our courier delivers between 9am-5pm. 

If you, or someone on your behalf will not be available to sign at your nominated address between 9am-5pm, please provide an alternate address that we can deliver to (i.e. work address or a PO Box). If you are not there to sign for the delivery, you will need to collect your parcel from the nearest post office.

Orders delivered outside of Australia may be liable for any local customs duty, import taxes or costs due on your purchase. These are decided on a case-by-case basis by your own government at the point of entry to your country and are outside our control. In accordance with Australian export regulations, we are required to declare the exact value and description of all items included in the order.

If you have any problems with delivery please contact us as soon as they arise on +61 3 9421 1535 or via Email.

Returns

RATIONALE offers a 100 per cent money back satisfaction guarantee with our product return policy. You will have 30 days from date of purchase to return RATIONALE products for a full refund or exchange.  Proof of purchase must be provided when returning the products. Returned items will be refunded using the same method used to make payment for the order. It may take RATIONALE up to four business days to process the refund, with a further four business days for your financial institution to process the refund.

Products purchased as part of the Essential Six Travel Kit may not be returned or exchanged individually, and are not for individual re-sale.

International Clients are responsible for their own return shipping cost, however will be refunded their original shipping costs when the order is received back at our warehouse.

Return Process

You will need to contact either the location you originally purchased the product from, or the RATIONALE Customer Service Team on 1800 350 821 for details on how to return your purchase.

Proof of Purchase

We will accept a tax invoice from your online order, a printed receipt, an EFTPOS receipt from your in-clinic purchase, or a bank statement.

Contact Us

For Online returns, Clients can contact RATIONALE HQ on 1800 350 821 to obtain a Product Return Form and instructions on how to return products. Online Clients can find a copy of their original invoice via their online account.

RATIONALE Flagship Clients should contact the RATIONALE Flagship Clinic they originally purchased the product from. 

Clients who purchased their products from a RATIONALE Medical Stockist will need to contact the Clinic they originally purchased the products from.

If you are unable to return to the original place of purchase due to COVID-19 temporary closures, please contact consultant@rationale.com with a valid proof of purchase for alternative return options.