Online store · Potts Point, Sydney
Shipping & Returns
Clear terms, before you order.
How delivery works, what it costs, and what to do if something isn’t right with your order. We ship within Australia, and you can collect your order free from the clinic in Potts Point.
- Dispatch
- 1–3 business days
- Ships to
- Australia only
- Standard postage
- Free over $150
- Express postage
- Free over $250
- Click & collect
- Free, Potts Point
Delivery
How much is shipping?
We ship within Australia only. Orders are processed within 1–3 business days of payment, and we don’t process or dispatch orders on weekends or public holidays.
| Order value | Standard postage | Express postage |
|---|---|---|
| Under $150 | $10 | $15 |
| $150 to $250 | Free | $10 |
| Over $250 | Free | Free |
You’ll get an email with tracking details as soon as your order is dispatched. Delivery times are estimates, and once a parcel has left us we can’t control courier or postal delays. Please check your delivery address before you pay: we can’t take responsibility for an order sent to an incorrect address.
Click & collect
Can I collect my order from the clinic?
Yes, and it’s free. Choose click & collect at checkout, then pick your order up from the clinic in Potts Point.
Where
Cleon by Dr Brandon, Ground 02, 46a Macleay Street, Potts Point NSW 2011, in the Post building.
When
During clinic hours: Monday 12 noon to 7 pm, Tuesday and Wednesday 9 am to 6:30 pm, Thursday 9 am to 8 pm, Friday 9 am to 5 pm and Saturday 8 am to 2 pm. Closed Sunday.
While you’re here
The testers are out on the shelves. If you’re not sure how to use something, or what to pair it with, just ask.
Returns & refunds
Can I return a product?
Because these are skincare products, we don’t accept returns or offer refunds, exchanges or store credit for change of mind. If something is wrong with your order, you’re covered by the Australian Consumer Law, and we’ll put it right.
We’ll refund, replace or repair if a product is
- Faulty or defective
- Not fit for its purpose
- Not as described
- Damaged when it arrives (please tell us within 48 hours)
We can’t accept returns for
- Change of mind
- Opened or used products, unless they’re faulty
- Sale or discounted items, except where the law requires it
Not sure a product will suit you? Ask before you buy. Email us, or try the testers on the shelf in Potts Point. Nothing on this page limits your rights under the Australian Consumer Law.
Something not right?
How do I report a faulty or damaged item?
Email us first. Please don’t send anything back until we’ve replied.
-
Email us
Send your order number, what’s wrong and a photo to hello@cleonclinic.com. For a parcel that arrives damaged, within 48 hours of delivery. For a faulty product, as soon as you notice; we suggest within 14 days.
-
Wait for our reply
We’ll confirm the next step, including whether we need the item back. Items sent without contacting us first may not be accepted.
-
Refund, replacement or repair
If the claim is valid, we’ll offer a refund, replacement or repair, in line with your rights. Refunds go back to your original payment method within 5–7 business days, and your bank may take a little longer to show it.
Parcel not arrived? Email us and we’ll lodge an investigation with the carrier on your behalf.
Frequently asked
Questions about orders
Anything else, email hello@cleonclinic.com or call 0438 163 638.
These answers summarise our Online Store Terms. The full terms are in our Terms & Conditions. The online store is operated by Aesthetic Medical Partners Pty Ltd (ABN 27 688 736 030), trading as CLEON by Dr Brandon.
Do you ship overseas?
Not at the moment. We ship within Australia only. If you’re visiting Sydney, you can order online and collect from the clinic in Potts Point.
How long will my order take?
We process orders within 1–3 business days of payment, not counting weekends and public holidays. You’ll get an email with tracking details when your order is dispatched. Delivery times after that are estimates from the carrier.
How much does shipping cost?
Under $150, standard postage is $10 and express is $15. From $150 to $250, standard postage is free and express is $10. Over $250, both are free. Click & collect from the clinic in Potts Point is always free.
Is click & collect free?
Yes. Choose click & collect at checkout and pick your order up from the clinic at Ground 02, 46a Macleay Street, Potts Point, during opening hours.
Can I return something if I change my mind?
No. Because these are skincare products, we don’t accept returns, refunds, exchanges or store credit for change of mind. If you’re unsure whether a product suits you, ask us before you buy, or try the testers in the clinic.
What if my product is faulty?
You’re covered by the Australian Consumer Law. Email hello@cleonclinic.com with your order number, a description of the fault and a photo, ideally within 14 days of receiving your order. If the claim is valid, we’ll offer a refund, replacement or repair.
My parcel arrived damaged. What should I do?
Take photos of the parcel and the product, and email us within 48 hours of delivery at hello@cleonclinic.com. Please don’t send anything back until we’ve replied.
My parcel hasn’t arrived. Can you help?
Yes. Check the tracking link in your dispatch email first, then email us. If the parcel looks lost in transit, we’ll lodge an investigation with the carrier on your behalf.
When will I get my refund?
Approved refunds are processed to your original payment method within 5–7 business days. Your bank or card provider may take a little longer to show it.
Can I return an opened product or a sale item?
Opened or used products can only be returned if they’re faulty. Sale or discounted items can’t be returned, except where the law requires it.
Can I change my delivery address after ordering?
Email us straight away at hello@cleonclinic.com. We’ll do our best, but once an order has been dispatched we can’t guarantee a change.
Can my order be cancelled?
We may cancel an order if a product is listed at the wrong price, is out of stock, or if we suspect fraud. If we cancel your order after you’ve paid, you’ll get a full refund.
Online store
Questions about an order?
Email us with your order number, or call the clinic on 0438 163 638. We’re happy to help you choose before you buy, too.
