Frequently asked questions

I am a new client, where do I start?
Before embarking on your RATIONALE journey to luminous skin, we highly recommend taking part in a professional skincare consultation to assess your skin concerns and best prescribe the products and treatments most suitable for you. This can be done online with one of our Skin Consultants, via our Live Chat or in person at any of our RATIONALE Clinics. You can also Contact Us at RATIONALE HQ for further assistance.

I am an existing online client, where do I start?
If you have shopped online with us before, you can simply login to your account with your existing email address and password to start shopping. To reset your password, click on the "Forgot your password" link when you click on the Customer Login. Once logged in, you can update your details and personalise your Account Page. If you haven't logged in as an existing client, you will be prompted to do so prior to placing your order. If you have any questions, please do not hesitate to Contact Us.


Where can I purchase RATIONALE?
RATIONALE can be purchased through our new online store or through one of our RATIONALE Medical Stockists or via one of our RATIONALE Flagship Clinics. You can also Contact Us if you wish to place an order over the phone. We always recommend you continue your prescribed RATIONALE treatment plan through your RATIONALE Flagship Clinic.

Where can I purchase RATIONALE internationally?
You can purchase RATIONALE online. For international delivery options, please visit our Shipping & Returns section. Alternatively if you are based in the UK you can purchase our products from The Banwell Clinic, located in East Grinstead or The Skin Atelier in Tunbridge Wells. 

Are your products tested on animals?
We have never, and will never, test on animals. We test our products on ourselves and our network of doctors and clinics. Until we are 100% satisfied with the results do we release this to the public.

Do your products contain parabens?
All our products are preservative-free and paraben-free.

How long will my RATIONALE products last?
Everyone is different. However, as a general rule, your products should last an average of 3 – 4 months.

My products have leaked during transit?
Please Contact Us. Our customer support team will be able to assist you.

Is RATIONALE suitable to use while pregnant? 
We're often asked about the safety of products containing Vitamin A, Salicylic Acid and Sunscreen Actives for pregnant or nursing women. Below we explain all you need to know to make the most informed decision, however we always recommend speaking with your Doctor about your concerns. 

What samples will I receive with my purchase?
We tailor our sampling options to ensure all skin conditions and needs are covered. Our sampling options change frequently. Clients receive prescribed complimentary samples with every order over $100 AUD. 


Vitamin A
When it comes to Vitamin A in skincare, knowing the form and concentration is key. While prescription Tretinoin + Isotretinoin must be avoided during pregnancy and breastfeeding, Retinol and its esters are considered perfectly safe forms of Vitamin A for topical use while pregnant. We've used these safe and gentle forms in our RATIONALE skincare products (Retinol, Retinaldehyde and Retinyl Palmitate to be specific). These gentle forms of Vitamin A that deliver major skin rejuvenation benefits are perfectly fine for use while pregnant or breastfeeding.

Salicylic Acid
In low doses Salicylic Acid is a superior skin clarifier and rejuvenator. If you are concerned about Salicylic Acid use during pregnancy, we always recommend speaking with your Doctor about your concerns. 

Sunscreen actives
Daily sunscreen use is strongly recommend by Dermatologists. If you find your skin is more sensitive during pregnancy, consider using sunscreens with gentle mineral actives of Zinc Oxide or Titanium Dioxide. These will also help to better defend skin against pigmentation as they form a physical barrier between the sun and your skin. To increase your SPF protection, layering is key. From your morning moisturiser to your make-up, choose formulations with sun protection. If you are still concerned about active ingredients in skincare during pregnancy, we always recommend speaking with your Doctor. For a Complimentary Phone Skin Consultation with a RATIONALE Skincare Consultant, book your appointment here.

Shipping + Delivery

Has my order been shipped out yet?
Website and phone orders are usually picked and shipped within 24 hours on a local business day. Please be patient as delays might occur due to public holidays and custom checks. If you would like to track your order, please login to your RATIONALE Account or Contact Us.

Do you ship internationally?
We do ship internationally. RATIONALE charges a flat rate of $20 AUD for all international shipping. If your country does not appear at checkout, please Contact Us for assistance. 

Will I be charged custom and import charges?
90% of countries that we ship to will not incur custom and import charges. RATIONALE will not be responsible for import or custom charges in your country.

Will I have to sign for my package? 
Yes you will. To avoid mix ups, we ship with registered post. A calling card will be left if you are not available when your package arrives.

How long will delivery take?
Delivery times will depend on the country you are in. We allow 3-5 working days within Australia and up to two weeks anywhere else in the world. RATIONALE offers express premium shipping for domestic orders. 

What are the shipping rates?

For all shipping information, please visit our Shipping & Returns section.

Do you deliver to work addresses?
Yes we can. As all parcels use registered post, you have to ensure someone at work will sign for your parcel.

Do you deliver to PO BOX addresses?

Yes we do.


What do I do if I am having problems signing into my account?
Click on the “Forgot Password?” link when you click on "Customer Login". You will receive a link to reset your password from here. If you can’t remember your email address, Contact Us and we’ll be able to help you. 

What do you do with my personal information?
We do not sell, rent or license any of our client’s information to third party affiliates. With your permission, we may use your information to contact you for processing or promotional purposes. For more in-depth information, read our Privacy Policy here.

How can I opt-put of receiving emails from you?

You may opt out by unsubscribing to our newsletter following the link included at the bottom of our e-newsletters. Alternatively, contact us here.

I have signed up, but I am not receiving newsletters?
Our email address may not be in your address book, and may be going into a different folder like 'Spam' or 'Junk'. To rectify this, add our email address to your address book; this will ensure that you won’t miss another newsletter or promotion.

How can I pay for my order?

There are several payment ways we offer: Visa, Mastercard & American Express. Please be aware that there will be a surcharge with American Express.

How do I change details on my account?
Log into your account, and from there, you will be able to change your details on your Account Page.

Is it safe to order online?
We use the latest and safest encryption technology. Our SSL certificates are kept up-to-date. Ordering online is 100% secure.

My payment has been declined. What do I do now?

Have you checked with your bank? Problems can range from insufficient funds to unusual spending. If all is fine with your bank, please Contact Us.

I have skin concerns that I'd like to discuss with someone before purchasing. Who can I speak to?

We offer complimentary skin consultations via telephone or Skype. Click here to book your Complimentary Skin Consultation with one of our Online Skin Consultants. Alternatively, you can Contact Us to ask us your question via Phone, Email or Facebook or Instagram Private Messaging.


I’d like to contact your PR or Marketing Department. Who do I contact?
You can email any press or marketing enquiries here

I’d like to contact the customer support team. How do I do this? 
You can contact us on +61 (0) 3 9482 1666, via Email, or through our Live Chat (available Monday to Friday 10am-4pm). You can also contact us via Facebook or Instagram Private Messaging.

I’d like to speak to someone about prescribing RATIONALE to my patients. Who can I contact?
If you are a skincare clinic with a registered medical practitioner, please contact us via Email and we will endeavour to get back to you within 3 local business days.

Career Opportunities 

I’d love to work for you. How can I find out what career opportunities are available with RATIONALE?
RATIONALE is always on the lookout for dynamic individuals to join our teams. Please visit our Careers section for further information.