Shipping and Returns

RATIONALE's Shipping and Returns FAQ.

Shipping

Luminosity travels.  

Clients within Australia can choose between complimentary Standard Delivery or Premium Express Delivery ($12). For remote locations Australia-wide, please contact RATIONALE HQ for delivery information. 

International Clients enjoy a flat-fee delivery of $20 to almost anywhere in the world. If your country does not appear on the drop-down menu at Checkout, please contact us for assistance.  

For local and international orders, a signature is required upon delivery. If you, or someone receiving the order 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 or PO Box). 

If no one is available to sign for the delivery, a calling card will be left by the post/courier service, and you will need to collect your order from the nearest post office. Should the order be returned to us, you may be charged for re-delivery. 

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 government at the point of entry to your country. In accordance with Australian export regulations, we are required to declare the exact value and description of all items included in the order.

 

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 are a result of current Stage 4 restrictions across Melbourne.

You may notice when tracking your parcels, that they are being processed and delivered from alternate locations. This is to ensure Australia Post is able keep moving items through their network as quickly as possible, whilst adhering to the stage 4 restrictions.  Many parcels from our Richmond warehouse are being diverted to NSW for sorting – this is in response to stage 4 restrictions which has required the reduction in staff in key Melbourne distribution facilities.  You can track your parcel online here – and please rest assured that it will arrive as soon as possible under current restrictions.

In addition, there are significant delays in delivery for Express Post parcels. While Australia Post continues to prioritise Express Post, and most parcels shipped via this service arrive on time, some could take five business days or more to reach their destination.  Australia Post is doing everything they can to keep delivering as safely and quickly as possible.

You can keep up to date with all the latest delivery updates here on the Australia Post website.

We thank you for your patience as we work with all of our delivery partners 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

Connect with our Team for further assistance

Contact Us

Returns

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

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

Return Process 

Clients can request a return either by contacting the location where the purchase was originally made, or by contacting RATIONALE Customer Service on 1800 350 821.  

Proof of Purchase 

We will accept a tax invoice from your online order, a printed receipt, an EFTPOS receipt, or a bank statement as proof of purchase. 

Contact Us 

For online returns, Clients can contact RATIONALE Customer Service on 1800 350 821 or fill out our Order Return Request Form. Online Clients can find a copy of their original invoice via their online account. 

RATIONALE Flagship Clients should contact the Flagship location where their purchase was originally made.  

Clients who purchased their formulations from a RATIONALE Medical Stockist are required to contact the Clinic where their purchase was originally made.