Shipping

We offer complimentary shipping on all Australian and New Zealand orders over $100 AUD.

Orders below this amount are calculated at checkout based on your delivery location.

All orders are shipped using trusted carriers such as Australia Post & FedEx Express, ensuring reliable and traceable delivery.

Processing & Dispatch

Once your order is placed, you will receive an order confirmation email with your unique order number.
Our warehouse team carefully prepares and ships most orders within 1–2 business days.
During promotional periods or new product launches, dispatch may extend to 3–4 business days due to increased demand.

Please note: the estimated delivery times below commence once your parcel has been dispatched.

Tracking Your Order

Where is my order?
Once your order has been dispatched, you’ll receive an email with your tracking number. If you can’t find it, please check your Spam or Promotions folder.

My order is delayed, what should I do?
We do our best to ensure timely delivery, but once dispatched, updates are managed by the courier. If you experience a delay, please contact the courier directly using your tracking number. If you still need help, email us at info@liwaskin.com

Damaged or Missing Parcels

My order arrived damaged, what should I do?
We take packaging seriously, but if your order arrives damaged, please email info@liwaskin.com
 within 14 days of delivery. Include clear photos of the damaged item(s) and packaging so we can assist promptly.

My package is marked as delivered but I haven’t received it.
Please check with neighbours, building management, or household members first. If it’s still missing, contact us at info@liwaskin.com
 so we can investigate with the courier.

Estimated Delivery Times

Australia & New Zealand: 3–7 business days
Rest of the World: 5–10 business days

Remote or regional areas may experience slightly longer delivery times.

We currently ship exclusively from Australia - our fulfilment locations are Meadowbrook and the Burleigh Heads, Gold Coast.

Changing or Cancelling an Order

Once an order has been placed and payment is confirmed, it is automatically sent to our fulfilment team for processing.
This streamlined system allows us to ship your order quickly, which also means that we cannot guarantee changes or cancellations once your order has entered processing or has been dispatched.

If you need to update or cancel an order, please contact us immediately at info@liwaskin.com
and we will do our best to accommodate your request before dispatch.

Please note that orders cannot be cancelled or refunded once they have shipped, unless they meet the conditions outlined in our Returns Policy.

Returns & Refunds

Can I return my order?
Due to hygiene regulations and the nature of skincare products, we cannot accept returns or exchanges for change of mind, opened, or used products. However, we want you to be completely satisfied with your experience. If your item arrives damaged, faulty, or incorrect, please contact us at info@liwaskin.com within 14 days of delivery, and our team will review your case and arrange a replacement or refund if appropriate.

What if I experience an allergic reaction?
We formulate all Liwá Skin products with gentle, high-quality ingredients. However, as everyone’s skin is unique, reactions may occur. If irritation develops, discontinue use immediately and email us within 14 days of receiving your order with photos and details. Our team will review the situation and, if applicable, offer a replacement or credit.

What if I changed my mind?
We do not offer refunds for change of mind, personal dislike of texture/scent, or results differing from expectations. Please read each product description and ingredient list carefully before purchase.

When will I receive my refund or replacement?
Approved refunds are processed back to your original payment method within 5–10 business days of approval. You will be notified once your refund has been issued.

International Duties & Taxes

For customers outside Australia, import duties, taxes, or customs fees may apply depending on your country’s regulations. These charges are determined by your local customs authority and are not included in your order total.

Liwá Skin is not responsible for any customs or import fees charged at the border. These costs are the responsibility of the customer and must be paid to ensure successful delivery. Refusal to pay may result in the parcel being returned or delayed, for which Liwá Skin is not liable.

We recommend checking with your local customs office for current rates before placing your order.

Still need help? 

If you have any further questions, please contact us at info@liwaskin.com