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FAQ

  1. What is Thalgo’s return policy?

    Please refer to our returns policy for details.

  2. How do I return a product to Thalgo for a refund?

    Complete the returns form that is part of your order confirmation, pack the products making sure they are well protected and send the package back to the address listed on our returns policy.

  3. How long do I have to return my purchase?

    You can return your purchase for any reason within 30 days of receiving your goods in an unopened, unused and undamaged state.

  4. What do I do if I receive the incorrect product?

    Please contact us on returns@thalgo.com.au and we will assist you right away.

  5. Have you received my return?

    Simply contact us on returns@thalgo.com.au and we will find out for you.

  6. Can I return sale items?

    Yes you may, you can return any kind of purchase

  7. When will I receive my refund?

    Your refund will be processed in 10 business days from receiving your returned products

  8. How will I receive a refund?

    Your refund will be processed onto the same card used to make the purchase on.

  9. What if my product/s is faulty?

    Please contact us right away on weborders@thalgo.com.au and we will arrange an exchange for you.

  10. What if I have a reaction to a product?

    To ensure you make the right choices for your skin we strongly recommend that you arrange to see a qualified Thalgo Beauty Therapist at one of our 600 salon/spa partners across Australia. Please follow this link to locate a Thalgo partner closest to you. We are unable to give you a accurate skin consultation over the phone or email. For optimum results please ask your Beauty Therapist to prescribe you a course of treatments suitable for your skin.

    Orders & Stock

  11. How can I track my order?

    When you place your order you will receive an email with an order confirmation plus the consignment number. You can use that number on Auspost’s website to track your order.

  12. Do you place items on back order?

    No if an item is out of stock you cannot order it.

  13. Do you offer lay-by?

    Sorry we do not offer this option.

    Shipping & Delivery

  14. How long does delivery take?

    2 days to metropolitan areas and up to 5 days for regional areas.

  15. How much does shipping cost?

    Shipping is FREE anywhere in Australia for orders over $100. For orders under $100 a delivery fee of $8.95 will apply for our standard service or $12.95 for our express service.

  16. Do you ship internationally?

    No we only ship to Australian addresses.

  17. How will I know if my order has been processed?

    Once your order has been successfully processed you will receive an order confirmation email with all the details you need to know. If you do not receive an order confirmation email please contact us on weborders@thalgo.com.au. Please be sure to check your junk mail folder for the email before contacting us.

  18. Can I ship my order to a private or commercial address?

    It is possible to ship to both a private and commercial address.

  19. can I track my order?

    You can track your order using the consignment number listed on your order confirmation at http://auspost.com.au/track/

  20. Do I have to sign for my order when it is delivered?

    Yes a signature is required upon delivery unless clearly specified that you are happ for the order to be left in a safe place without a signature.

  21. What if I am not home when my order is delivered?

    Australia Post will deliver the parcel to your address. If you're not home when it arrives, the postman will leave a note at your place and take your parcel back to a nearby Auspost Office. They'll keep if there for five days, then they'll send you another note to remind you to come pick it up. Then they'll keep your parcel at the post office for five more days. After that, Auspost will send it back to our warehouse, and we'll contact you to see if you still want it!

  22. Who do I contact if my order isn’t delivered?

    You may track order your using the consignment number on your order confirmation at http://auspost.com.au/track/. Alternatively you may contact weborders@thalgo.com.au.

  23. Do you ship to PO Boxes and military bases?

    Yes we sure do

    Skin Advice

  24. How do I find out which products are best for my skin?

    For a guide only you can use the Beauty Guide on our website. However, to ensure you make the right choices for your skin we strongly recommend that you arrange to see a qualified Thalgo Beauty Therapist at one of our 600 salon/spa partners across Australia. Please follow this link to locate a Thalgo partner closest to you. We are unable to give you a accurate skin consultation over the phone or email. For optimum results please ask your Beauty Therapist to prescribe you a course of treatments suitable for your skin.

    Technical

  25. How do I sign up for a new account?

    Simply click on my account and follow the instructions to create a new account.

  26. How do I update my details in my account?

    Click on my account, log in using your username and password and follow the instructions/prompts to make your change. Be sure to hit save before exiting.

  27. I am having problems ordering through the site, who can I contact?

    Our site is supported by internet explorer, Google Chrome or Apple Safari. Please make sure the browser you are using is up to date. If you are experiencing difficulties please contact webmaster@thalgo.com.au.

    Payments

  28. What payment types to you accept?

    We accept visa, mastercard, AMEX or gift cards

  29. Is it safe to use my credit card on your site?

    Paying online through our website is completely secure. We take the trust that you have put in us seriously and have taken the necessary precautions to ensure your credit card details are protected at all times. We use the latest secure banking technology with NAB secure. Our 128-bit encryption is industry standard. Your information is safe and secure every time you make a purchase with us.

  30. My credit card details are not being accepted, what’s wrong?

    Please check to make sure that you have entered the correct details and that you are using one of the accepted payment methods. Please also check with your financial institution to rule out any errors on their behalf. If problems still persist please contact webmaster@thalgo.com.au.

  31. My computer froze while I was making a payment. How do I know if my order and payment has been processed?

    All successfully processed orders and payments will receive a confirmation email. If you have not received an order confirmation within 15 minutes just simply place your order again to complete your purchase.

    Pricing

  32. Are all your prices in Australian dollars?

    Yes all our prices are in Australian dollars

  33. Do all your prices include GST

    Yes all prices include GST except for sun protection products.

  34. Do you price match?

    No we do not price match as we believe in selling goods to the public at the recommended retail price.

    Privacy & Security

  35. How do I know if it is safe to shop with Thalgo?

    We take the trust you have out in us seriously and ensure that your private details will not be released to any third party. For more information please see our privacy policy

  36. Do you keep my credit card details?

    No we do not store any of your credit card details.

  37. Will my private information be sold to any third party

    Your private information will not be sold to any third party. To find out more please read our privacy policy.

Top

Thalgo, La Beaute Marine :

From 48 years, Thalgo Laboratories have been creating Marine Products for Spa and Beauty.
Working closely with renowned phycologists, the Thalgo Research Centre is the undisputed expert in Marine Intelligence, with over 50 marine active principles identified, extracted and concentrated in exclusive ingredients with unrivalled properties. Each Thalgo product is a genuine concentrate of marine effectiveness, created according to stringent standards of performance, total affinity with the skin and ultimate sensory experience to offer Professional Excellence to every woman in the world. Created from the sea, Thalgo has a duty to minimise its ecological footprint. Our Commitment to Nature is at the very core of the brand's DNA and guides all stages of our developments for Safe Beauty and a more beautiful nature. This philosophy positions Thalgo as the World Leader in Professional Marine Cosmetics.