FAQ

Epios Skin is Australia's destination for medical-grade skincare. Epios Skin began in a clinic, not a warehouse. These are the ranges skin professionals reach for, sourced through authorised channels and matched to you with honest guidance rather than hype. And because good skincare deserves a good arrival, every order leaves us the same way: a matte black box, one sticker, and everything your skin has been waiting for.

Every product we stock is chosen by our clinical team, and your purchases build into a routine we help you keep on track with tailored recommendations, replenishment reminders and rewards through our membership program.

You're buying doctor-curated skincare with guidance attached. Rather than a wall of options, we stock a focused edit of ranges our clinical team actually understands and recommends. Your skin profile tailors what we suggest, and our replenishment reminders keep your routine on schedule rather than leaving it to chance.

Yes. We stock options suitable for sensitive skin, and your skin profile keeps unsuitable products out of your recommendations. When you tell us your skin type (dry, oily, combination, normal or sensitive), your concerns, and anything you prefer to avoid, everything we suggest, including your member gifts, follows those rules. Anything you've flagged is never offered to you. Be sure to check the product descriptions for ingredients that are unsuitable for sensitive skin!

Some skincare ingredients are best avoided during pregnancy and breastfeeding, so check the product page and speak with your doctor before starting anything new.

No prescription is needed. Everything on Epios Skin can be purchased directly.

Start simple: cleanser, treatment or serum, moisturiser, then SPF in the morning. Apply thinnest to thickest textures (or molecular size), and give actives a few moments to absorb before the next step. Complete your skin profile and we'll suggest a routine matched to your skin type and concerns, and members who build a complete routine with us earn a full-size reward when they get there.

As a rule of thumb: hydration improves within days, texture and tone within four to six weeks, and deeper concerns like pigmentation or fine lines over two to three months of consistent use. Skincare rewards consistency more than intensity, which is why our reminders are timed to keep your routine unbroken. Remember, your skin is a constantly changing organ, so be patient and listen to it!

Most products last between one and three months with daily use. A 30 ml serum, for example, is roughly 60 days and a 50 ml moisturiser roughly 90. Each product page shows its expected life, and as a member we'll remind you when you're likely running low, so you're never caught without a step in your routine.

Some actives pair beautifully and some compete. A good default is an antioxidant such as vitamin C in the morning, retinol at night, and never doubling up strong exfoliants and retinoids in the same session. Your skin profile helps us flag combinations to avoid.

Professional-grade skincare typically uses higher concentrations of active ingredients, in formulations designed for use under professional guidance, which is why these ranges are sold through clinics and their partners rather than supermarket shelves. Our clinical team curates every range we stock, so strength always comes with suitability.

You earn credit on every order, and your credit over the past 12 months sets your level: Member, then Foundation ($350+), Ritual ($1,000+), Radiance ($2,000+) and Luminary ($3,500+). Higher levels unlock seasonal gifts of your choice, a birthday gift, and 1.5x credit when you replenish on time. Membership is free, and you're a Member from your first order.

Credit equals what you spend on products after discounts, excluding shipping and taxes, over the past 12 months. Level upgrades happen instantly the moment a qualifying order is paid. You can also earn 1.5x credit on a product's first unit when you repurchase it on time (within its expected usage window).

• Member: every member, from your first order. Earn credit on every order, a skin profile with tailored bestsellers, and replenishment reminders timed to your routine.
• Foundation (yearly spend $350 to $999): a seasonal gift of your choice each year, a birthday gift, and 1.5x credit when you replenish on time.
• Ritual ($1,000 to $1,999): two seasonal gifts of your choice each year, a full-size reward when you complete your routine, birthday gift, and 1.5x credit.
• Radiance ($2,000 to $3,499): three seasonal gifts a year including a full-size product, birthday gift, and 1.5x credit.
• Luminary ($3,500+): four seasonal gifts a year including our annual flagship gift, priority clinic access and concierge booking, birthday gift, and 1.5x credit.

Claim your gift in your member dashboard, then it's yours two ways: it ships free with your next order (within 90 days of claiming), or you can collect it from the Epios clinic within 30 days. We'll remind you before a claimed gift expires; unclaimed or uncollected gifts lapse so seasonal shortlists stay fresh. Gifts are always a choice from a shortlist tailored to your skin profile. Anything you avoid is never offered.

A refund reduces your credit by the refunded product amount, but your level isn't taken away mid-year. Levels are reviewed once a year on your membership anniversary, and even then you can only ever move down one level at a time.

When your purchases with us cover the core steps of a full routine, we thank you with a one-time full-size reward, available from the Ritual level. It's our way of rewarding a complete routine rather than a single hero product.

Add your birthday (just the day and month) to your skin profile and a birthday gift is included for all levels from Foundation up, on your next order within 30 days of your birthday.

Founding members receive 10% off their first order. Leave your email before the box opens and your founding 10% is locked in. We'll send one letter when we launch, and nothing else. The discount is single-use and applies to your first order only.

Orders placed before 12pm AEST ship same day, and delivery takes 2 to 5 business days Australia-wide. We do not ship internationally.

We offer change-of-mind returns on unopened products within 14 days. Opened products are assessed case by case, and suspected reactions are handled with photos and a clinical review. Nothing in this policy limits your rights under Australian Consumer Law.