Customer Help
Our Support Team is always here to assist.
Common purchase queries answered
Orders and Shipping
All orders are generally processed with 1-2 business days. Shipping times are generally 2-5 days once picked up by our couriers, depending on your location in Australia.
To create an account simply click ‘Sign in/up” at the top of our screen near the search bar.
Sign into your account and select the ‘Address’ tab, here you can edit/add your address. If your order has already been processed with incorrect address please email us asap to correct it before dispatch, fees apply if redelivery is required for incorrect details.
All orders are generally processed with 1-2 business days. Once processed and picked up by couriers you receive an email with a tracking number for your order.
No, we do not retain any credit card information unless you authorise to
save payment information to your account for future purchases. We utilise ‘Stripe’ for safe and easy online transactions that do not retain any credit card information.
We only ship within Australia.
If you need to swap an item
Returns and Exchanges
Please select items carefully as we do not offer change of mind returns. Incorrect goods must remain, unopened and sealed.
Please email or call us within 2 days of receiving goods.
Please email or call us within 2 days of receiving goods.
Hamaya International, UF 255 Rawson Street, Auburn NSW 2144
You can contact our support team through the ‘Contact Us’ tab on our home bar.
Please call or email us within 12 hours.
You cannot cancel but you can amend if within 12 hours.
Should you experience a skin reaction to using GUINOT products, please discontinue use immediately and contact info@guinot.com.au within 7 days.
To qualify for a return you must:
- Provide photo evidence of the item and batch number
- Provide photo evidence of the reaction with date timestamp
Once these details are confirmed, GUINOT will provide a return label for the item to be sent back to us. When the item is returned, you will be issued a refund value of the item only.
NOTE: We will not accept a return if the product has been used multiple times or is less than 95% full.
Reaction cases will not be accepted after 10 days from date of delivery