FAQs

I am a member, will I earn points for online purchases?

Currently, our My innisfree Rewards program is only applicable to in-store purchases. Our team is working on bringing the membership program online in the near future, and we thank you for your patience and understanding in the meantime.

I have experienced a reaction to your products, what do I do?

We’re very sorry to hear that a product hasn’t felt comfortable on your skin. Whilst all innisfree products are carefully formulated without harmful chemicals or preservatives, we appreciate that everyone’s skin is unique and can react differently.

Please reach out to our Customer Service team, where we will assist you with this. In order to best assist you, we will require the following information:

  • Your order number
  • Your name and purchased product/s, specifically which product resulted in a reaction
  • A detailed description on what symptoms were experienced

 

Why isn’t sunscreen sold in Australian innisfree stores?

Unfortunately, sunscreen isn’t currently available in Australia, however we are looking into launching sunscreen in the near future. Please follow our official Instagram/Facebook account to remain updated.

Can I use my points towards this purchase?

As of the moment, innisfree points are redeemable in our stores only, and we apologise for any inconvenience.

I ordered the wrong product/s, can the order be returned in store?

In the event of ordering the wrong product, you will need to contact the Customer Service team and have the item sent back to us within 30 days. The product needs to be in unused condition, with the package unopened and with proof of purchase. Unfortunately, products purchased on this website are unable to be returned or refunded in our stores. Please refer to our return/exchange policies.

Can I cancel my order?

Once you proceed to checkout, unfortunately we are unable to cancel your order. Please contact our Customer Service team immediately, where we will able to guide you through what to do next.

My order is taking longer than the usual delivery timeframe?

We endeavour to dispatch your item/s the business day following an order being placed, and will send you a shipping notification with tracking details once dispatched.

We deliver through Australia Post, who are working to get your order to you between Monday-Friday (excluding public holidays).

Please note that it can sometimes take 1-2 business days for your tracking information to update once your order is in transit. Please refer to your tracking details for updates regarding your parcel’s journey, and get in touch with our Customer Service team should you have any concerns.

I noticed your stock is not the same as overseas. Can I order these products through you?

innisfree offers a range of products that can differ depending on the region. Please feel free to contact our Customer Service team if there is a specific product you are searching for, where we’d be happy to help you with an alternative recommendation.

Please note, all innisfree product launches will be announced via our Instagram and Facebook. Please follow us on all social platforms to receive updates.

Where can I return my empty bottles?

Sustainability and caring for our Earth is a top priority for the innisfree brand. We encourage customers to bring back their empty bottles to their nearest innisfree store to be recycled. Unfortunately, our online store cannot accept empty bottles.

What happens if I received my order and there are missing, damaged or faulty items?

We’re very sorry to hear there’s been an issue with your order. Please contact our Customer Service team so we can endeavour to assist you as quickly as possible.

To best assist you, our Customer Service team will need require the following information:

  • Your name and order number
  • Proof of purchased items
  • Image of the parcel received

 

For further enquiries, please contact our Customer Service team at cs_au@au.innisfree.com.

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