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FAQ

Shipping Related

  • Order and Shipping Confirmation

    You will receive an email confirmation once your order has been successfully placed that includes your order number and shipping method. Please make sure your shipping address is correct, as we are unable to redirect goods once they are en route. Orders can take up to 3 days to be processed and shipped. Once your order is prepared for shipment you will receive a confirmation email with your tracking information.

  • Where We Ship

    We ship to all Australian states and territories .

  • Shipping Costs

    Shipping within the AUS is $10.00 for orders below $60, and free for orders over $60 after coupons, rebates and discounts. Express delivery is provided on all order.

    Please note that order processing may take up to 2 business days after the order is placed.

  • When will my order ship?

    Unless there is an unusual circumstance, our aim is to process your order within 48 hours. At that point it typically takes 3 days for the order to arrive.

  • How do I track my order?

    Each order is assigned a tracking number that will be sent to you when we confirm your order has been received, and again when it is about to ship. Once shipped, use that tracking number until you receive your ordered. Sometimes order progress takes a day or so before it is reported via the link.

  • How can I edit my shipping address?

    When the Ship To designation is on your screen, simply delete the previous information and enter the new address.


Billing Related

  • When will my credit card be charged?

    Your credit card will be charged as soon as your order is confirmed.

  • Can I remove a saved payment method?

    Yes. You can simply delete the saved method from your customer information. If you have difficulty with this, please contact Customer Service.

  • What forms of payment do you accept?

    We accept online payments by Visa, MasterCardl. When purchasing from Priori your financial details are passed through a secure server using the latest 128-bit SSL (secure socket layer) encryption technology. Credit card details are never stored on the Priori website in any way, and are passed on directly to our Payment Gateway for authorization and authentication.

  • What can I do if my payment is declined?

    If you believe your payment method has been declined erroneously you can contact your provider, or contact us, and we will try to find another solution.


Returns + Exchanges Related

  • Return Policy

    Returns and exchanges are accepted within 30 days of order date. Returned items and return shipping costs are your responsibility until they reach the return address. Please keep a record of your return tracking. A refund will be issued once we receive returned items. Refunds do not include any shipping or handling charges.

  • Return Shipping

    For return shipping address please email orders@true-solutions.com.au

  • Late Returns

    Any item returned after 30 days from order date is not eligible for refund unless required by law.

  • Items Not Eligible for Return

    Please note that we do not accept returns if the item has been half used.

  • Receiving a Refund

    A refund will be issued once we have received your returned items. Refunds do not include any shipping or handling charges. Your refund will be credited to the credit card used for the original transaction. Please note that credit card refunds may take up to 10 business day for your bank to complete, depending on their processing times. This can vary greatly between credit card issuers

  • What should I do if I receive the wrong product?

    We’re sorry about that. You can either call (1800 808 993), or email our Customer Service team, orders@true-solutions.com.au and we will walk you through the steps to correct this error.


Order Related

  • How can I update my order?

    Sorry, but once an order is processed, we can’t alter that order. You can, of course, make another order and we will do our best to make certain you receive it just as fast as the first order.

  • How can I check the status of my order?

    First, we suggest clicking on the link in your order confirmation email. That will show you where your package is on that day. If you are having difficulty with that, we encourage you to contact our Customer Service team.

  • Can I use multiple promo codes at checkout?

    Only one promo code will work on each order.


Product Related

  • How can I find out more information about a product?

    You can either send an email or call our Customer Service team, and one of our aestheticians will guide you through your product selections

  • What skin types are Priori products suitable for?

    Priori products are formulated for all skin types. If you have questions as to whether any particular product is right for you, you can consult our Customer Service team, and they will guide you through the selection process

  • Do you test on animals?

    Unequivocally, we do not test on animals. Period. We are PETA certified

  • How can I get an ingredient listing?

    All Priori products feature an ingredient listing on the package as well as on the product pages of this site

  • Can I purchase the old Priori products?

    Our new lines are similar to previous Priori products, but have been updated and enhanced to provide you even better results. We think you'll like them

  • Do you offer samples?

    There are times we offer samples, but not always. Also, there are certain products that have smaller, travel sizes, as a trial product. You can also go to one of our retail partners and try the products there

  • Where can I learn how to use Priori’s products?

    You can either send an email, or call, our Customer Service team and one of our aestheticians can help inform you as to how our products work. You can also check on our product pages for instructions on each product

  • How are Priori products different from other beauty brands?

    Priori products feature our Adaptive Skincare technology that enables your individualized skin to receive individualized benefit from the products, in real-time, so you can achieve your ideal skin

  • Where can I find Priori Products in a store?

    You can refer to our store locator, or contact Customer Service.


Professionals Related


Customer Service / Contact Related

  • How do I find out about new product launches or special deals?

    We invite you to join our mailing list and we will then notify you of upcoming events in your area, as well as special promotions that are available throughout the year.

  • How do I get specific questions answered by a person?

    You should contact our great Customer Service team at orders@true-solutions.com.au, or 1800 808 993.