See our FAQs below, but use this contact form if you have other questions, would like to share ideas, or simply want to connect. We would love to hear from you! Alternatively, you can also email us at support@getyourstokeon.com
SHIPPING
Where do you ship?
We offer worldwide shipping!
Standard shipping in Australia is always free.
For an introductory period during our launch, we will offer free standard shipping internationally.
If you would like to receive your products faster, you can select Express for an additional cost, varies by shipping destination.
What shipping methods do you offer?
We provide a variety of shipping options:
Within Australia:
AusPost Standard: 2-6 business days
AusPost Express: 1-3 business days
Rest of World:
AusPost International Standard: 5-10 business days
AusPost International Express: 5-7 business days
Note that international orders may be subject to import duties and taxes payable by the recipient
Can I track my order?
Absolutely! Once your order has been processed and shipped, you will receive a tracking number via email. You can use this tracking number to monitor the status of your shipment. If you experience any issues with tracking, feel free to email us at support@getyourstokeon.com.
RETURNS
How do I return a product?
If the product you receive is damaged or defective in any way, we can offer a replacement or refund
To initiate a replacement or refund, please follow these steps:
- Contact us within 48 hours of receiving the product to report the issue. You can reach us at support@getyourstokeon.com
- Include your order number, a detailed description of the issue, and any supporting evidence such as photographs
Can I return opened or used products?
For hygiene reasons, we generally cannot accept returns for opened or used products. However, if the product is defective or damaged, we’ll be happy to assist you with a replacement or refund
We will not be able to accept change-of-mind returns
Can I get a refund?
We do not offer refunds for a change of mind
- Refunds will only be provided if the product is defective, damaged, or if there was an error in the order fulfilment process
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item
- Once we receive the damaged or defective product, we will arrange for a replacement or issue a refund, depending on your preference and product availability. Please note that it may take additional time for a refund to appear in your account, depending on your bank or credit card provider
GENERAL
What makes Stoke Skincare different from other skincare brands?
Stoke Skincare combines cutting-edge fermentation technology with scientific innovation to create highly effective skincare specifically targeted for the needs of active women
Are Stoke Skincare products suitable for all skin types?
Yes! We formulate our products to be effective for all skin types, including dry, oily, combination, and sensitive skin
We recommend patch-testing before trying any new skincare product, and to always use a broad-spectrum sunscreen together with your skincare regime
Are Stoke Skincare products clean and cruelty-free?
Absolutely. We are committed to clean beauty and ensure that all our products are free from harmful chemicals such as parabens, sulfates, phthalates, fragrances, and essential oils
We do not test on animals, and our products are cruelty-free
Additionally, our formulations are vegan and incorporate plant-based ingredients for optimal skin health and sustainability