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 with one of our Online Skin Consultants, via telephone or Live Chat, or in person at any of our RATIONALE Flagship Clinics.

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 via our website, at one of our Flagship Clinics or via our Medical Stockists. You can also Contact Us if you wish to place an order over the phone. We always recommend that you continue your prescribed RATIONALE treatment plan through your nearest RATIONALE Flagship Clinic. 

Where can I purchase RATIONALE internationally?
Yes. Online orders can be shipped to most international locations. 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. 

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

How long will my RATIONALE products last?
Every prescription 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 and someone from our 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 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?
Online and phone orders are usually picked and shipped within 24 hours on a local business day. Delays may 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?
Yes. RATIONALE charges a flat rate of $20 AUD for all international orders. 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. In the event that your shipping destination does charge custom and import charges, you will be responsible for paying these costs. 

Will I have to sign for my package? 
Yes. To avoid mix ups or lost packages, we always ship with registered post which requires a signature upon delivery. A calling card will be left if you are not available to sign for your package when it is delivered. 

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 2 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. As all parcels are delivered using registered post, someone at your workplace will need to sign for your parcel. 

Do you deliver to PO BOX addresses?



What do I do if I am having problems signing into my account?
Select “Forgot Password?” 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 will 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-out of receiving emails from you?

You may opt-out of receiving our email communications by following the 'unsubscribe' link at the bottom of each email. 

I have signed up, but I am not receiving emails?
Our emails may be going to your 'Spam' or 'Junk' folders instead of your Inbox. To rectify this, try adding our email address to your address book; this will ensure that you won’t miss another email from us. 

How can I pay for my order?

Our payment methods include Visa, MasterCard, American Express, PayPal, Zip Pay and AliPay. Please note that transactions made using American Express will incur a surcharge. 

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?

We first suggest checking 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 Online Skin Consultations via telephone or web chat. Click here to book your Skin Consultation with one of our Online Skin Consultants.  


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 (03) 9421 1535 via Email, or through our Live Chat (available Monday to Friday 10am-4pm). 

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 and are interested in stocking RATIONALE, please contact us via Email.

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.