Store information

Seller and order support

The Skin Doctor online store is operated by The Local Doctor Ivanhoe Pty Ltd ATF Irwin Medical After Hours Unit Trust.
ABN 24 571 905 801.

For order, delivery, collection, return or privacy enquiries, email dermal@theskindoctor.clinic. Include your order reference if you have one.

Prices and payment

Product prices are in Australian dollars and include GST. Any delivery charge is shown separately before payment. Free collection is available from Ivanhoe.

Payment details are entered on Stripe’s hosted checkout. An order is confirmed only after payment has been verified. A payment receipt is separate from a notification that an order has been dispatched or is ready to collect.

If you need a tax invoice or help finding your receipt, contact our store support email.

Delivery and collection

We offer Australia-wide delivery and collection from Ivanhoe. Read the delivery and collection information before ordering. Diamond Creek is not currently a collection location.

If an item cannot be supplied after payment, we will contact you to arrange a refund or another solution you agree to. We will not substitute a different product without your agreement.

Change-of-mind returns

If you change your mind, email us within 7 days of delivery or collection to request a return. The product must be unused and unopened, with any seals intact and its original packaging in saleable condition.

This change-of-mind offer applies to full-price products. Opened, used or discounted products are not eligible under this offer. This does not affect your rights if a product is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee.

Contact us before posting a return so we can provide the correct return address and instructions. You pay the return postage for a change-of-mind return; tracked postage is recommended. We refund the price paid for an eligible returned product to the original payment method after inspection. Original delivery charges are not refunded for change of mind. We do not charge a restocking fee or deduct a delivery charge that was originally free.

Refunds are not instant; your payment provider’s processing time applies. If you would like a different product, we can help you arrange a return and a separate order.

Faulty, damaged or incorrect products

Your purchases are covered by Australian Consumer Law. Nothing in these store terms excludes your consumer guarantees. Depending on the problem, you may be entitled to a repair, replacement, refund or other remedy under that law.

Email us with your order reference and a description of the problem. Photos of the product or packaging can help if available. We may need to assess the item and will explain the next steps, including any return arrangements.

The 7-day change-of-mind window, unopened condition and sale-item exclusion do not limit these rights. Where a product is confirmed faulty, damaged or incorrectly supplied, we will cover reasonable return postage. Contact us to arrange this before posting it.

If you have a concern about a product’s suitability or a reaction, contact the clinic so it can be assessed. A concern is not automatically treated as change of mind, and your consumer rights continue to apply.

Read the ACCC’s information about repairs, replacements and refunds.

Store privacy

This notice covers retail orders and store enquiries. The clinical privacy policy covers patient services and medical records. The online shop does not ask for Medicare details or medical records.

Information collected and how it is used

Checkout collects your name, email address, phone number and, for delivery, your address. Order records include the products and quantities ordered, amounts paid, payment references, collection or delivery status, tracking details and refund history. We also receive information you include in store enquiries.

Authorised staff use this information to process and fulfil orders, contact you about delivery or collection, handle enquiries and returns, prevent misuse and meet accounting and legal obligations. Please only include information needed for your enquiry; do not email payment-card details.

Payment, hosting and delivery providers

Stripe processes payments. The store receives payment references and status information; payment-card details are not stored in the shop’s order database. Cloudflare hosts the website and its order and stock records. Delivery providers receive the contact and address details needed to deliver parcels. Store enquiries are also handled through the clinic’s email service.

Stripe and Cloudflare operate internationally, so information may be processed outside Australia, including in the United States and other countries where they or their service providers operate. This store does not promise Australian-only data processing. Their notices explain their handling of information: Stripe privacy notice and Cloudflare privacy policy.

Your browser and website security

The basket saves product IDs and quantities in your browser. A checkout reference may be kept for the current browser session so a payment attempt can be retried safely. These browser records do not contain your name, delivery address or payment-card details.

The Diamond Creek interest button uses a random browser identifier to reduce repeat submissions. It does not collect your name or email, add you to a mailing list or reserve a collection. Clearing browser storage removes the saved basket and local interest marker. Website providers also process technical information, such as IP addresses and request details, to deliver and protect the service.

Order emails, approved purchases and stock notifications

We use your order contact details for payment confirmation, pickup readiness and dispatch updates. When enabled, Resend processes these transactional emails using the recipient address and message content; information may be processed internationally. Read the Resend privacy notice.

If a clinician approves a restricted product, staff can record the approved product, quantity and recipient email and issue a private purchase link valid for seven days. Clinical notes stay in the clinic's clinical system. Keep purchase links private; a link authorises one order and does not reserve stock until checkout starts.

You can request one email when a particular product size is back in stock. We store your email, product selection and confirmation/cancellation status for this request. Confirm through the email link before the notification becomes active. You can cancel using the cancellation link in that email. Requests expire after 90 days and are not marketing subscriptions. Expiry ends notifications; it does not automatically erase all provider, security or consent records.

Store activity reporting

The store can count product views, additions to the basket and checkout starts in daily totals. These counters do not include your identity, contact details, search text or skin concerns, and do not use cookies or browser identifiers to link visits. We respect browser Do Not Track and Global Privacy Control signals for this reporting. Sales reports use private order records and are available only to authorised staff.

Keeping and protecting records

Access to the staff order system is restricted to authorised staff. Order, payment and refund records are retained for fulfilment, customer support, accounting, tax and other legal requirements. Different records may need to be kept for different periods; a completed or cancelled order is not automatically deleted.

You can contact us about information no longer needed. We will assess what can be deleted or de-identified and what must be retained. Provider records and backups may follow separate retention arrangements.

Access, correction and privacy concerns

Email dermal@theskindoctor.clinic to request access to or correction of your store information, ask about retention, or make a privacy complaint. We may need to verify your identity before providing information or making changes. We will explain any reason we cannot fulfil your request.

If a privacy concern remains unresolved, you can contact the Office of the Australian Information Commissioner.