Shipping policy

Fulfilment Location

SM Aesthetic Lab
121 Alexander Street
Crows Nest NSW 2065
Australia

All orders are dispatched from this location.

Dispatch & Processing

  • Orders placed before 12:00 pm AEST on a business day will be dispatched the same business day or the following 

  • Orders placed after 12:00 pm, on weekends, or on public holidays will be dispatched on the next business day.

  • During peak periods, promotions, or sale events, please allow an additional 1–2 business days for processing.

Shipping Carrier

All domestic and international orders are shipped exclusively via Australia Post.
We do not use third-party couriers.

Delivery timeframes are estimates only and may vary due to Australia Post network conditions, destination location, customs processing, or external factors outside our control.

In-Store Pickup – Crows Nest

Customers may collect orders in person from our clinic:

Address:
121 Alexander Street, Crows Nest NSW 2065

Call 02 94370777 - For Saturday pickup and Wednesday/Thursday 5-8pm pickup

Pickup Hours:

  • Monday – Friday: 9:00 am – 5:00 pm

  • Wednesday & Thursday: 5:00 pm – 8:00 pm (appointment only)

  • Saturday: 9:00 am – 1:00 pm 

  • Sunday & Public Holidays: Closed

Orders are typically ready within 2 hours during business hours. You will receive a notification once your order is ready for collection.

Shipping Rates & Delivery Estimates

All prices are displayed in local currency for the destination country.

 

Region Service Cost (Local Currency) Estimated Delivery Time
Australia Standard Shipping $9.99 AUD 2–7 business days (metro); up to 10 business days regional
Express Shipping $14.99 AUD 1–3 business days (metro); slightly longer regional
Complimentary Standard Shipping Free on orders $250 AUD and over 2–7 business days
New Zealand Standard International $15.99 NZD 6–27 business days
Asia (Hong Kong SAR, Malaysia, Singapore) Standard International $19.99 SGD 6–27 business days
United Kingdom Standard International £13.99 GBP 6–27 business days
United States Standard International $24.99 USD 6–27 business days
Canada Standard International $29.99 CAD 6–27 business days

 

Delivery times are estimates only and are not guaranteed.

Tracking & Delivery

All orders include tracking.
A tracking link will be emailed once your parcel has been dispatched.

SM Aesthetic Lab is not liable for delivery delays caused by Australia Post, customs clearance, weather events, or other factors beyond our control.

If your parcel has not arrived within 15 business days beyond the estimated delivery timeframe, please contact hello@aeslab.com.au so we can assist with an investigation.

Customs, Duties & Taxes

International orders may be subject to import duties, VAT/GST, customs charges, or local taxes imposed by the destination country. These fees are not included in your order total and are the responsibility of the customer.

If a shipment is delayed, returned, or refused due to unpaid duties or local import restrictions, shipping fees are non-refundable.

Customers are responsible for ensuring products are permitted for import into their country prior to purchase.

Refused Shipments & Returned Parcels

If a parcel is returned to SM Aesthetic Lab due to:

  • Incorrect or incomplete address

  • Customs refusal

  • Failure to collect

  • Failure to pay duties or taxes

The customer is responsible for all associated return and reshipment costs. Original shipping fees are non-refundable.

Lost or Damaged Goods

If your parcel arrives damaged or is lost in transit, please contact hello@aeslab.com.au within 7 days of delivery with your order number and supporting photos (if applicable).

We will liaise with Australia Post to resolve the matter as quickly as possible.

Packaging

All orders are packed securely to ensure products arrive in excellent condition. Packaging materials are kept minimal and recyclable wherever possible.

Refunds & Exchanges

SM Aesthetic Lab does not offer refunds or exchanges for change of mind or international returns.

If you receive a damaged or incorrect item, please contact us within 7 days of delivery for assistance.

Packages Returned or Unclaimed

If a parcel is returned to SM Aesthetic Lab due to being unclaimed, incorrect delivery details, or unpaid customs/import charges:

  • A store credit will be issued for the product value minus any shipping and return costs incurred (approximately $9.99 AUD where complimentary shipping applied).

  • Shipping fees are non-refundable.

  • Store credit will be emailed once the parcel is received and inspected.

To avoid this, please ensure all delivery and customs details are correct at checkout.

Contact Us

If you have any questions regarding shipping, delivery timeframes, or international orders, please contact:

hello@aeslab.com.au