I am new to RATIONALE. How should I begin?

We recommend taking part in a comprehensive Consultation experience to assess your skin’s needs, allowing your RATIONALE Skin Consultant to tailor an at-home Ritual and Treatment plan for you. RATIONALE Consultations are available at any of our Flagship locations, or virtually with one of our Online Skin Consultants (via phone, video call, live chat or email).
 
I am an existing online Client. How do I access my account? 

If you have made online purchases with RATIONALE before, you can simply log in to your account with your existing email address and password. To reset your password, click on the "Forgotten Your Password?" link when you access the Client Login page. Once logged in, you can update your details and personalise your Account Page. If you haven't logged in as an existing client, you will be prompted to do so before placing your order. If you have any questions, please do not hesitate to Contact Us. 

Where can I purchase RATIONALE? 

You can purchase RATIONALE through our website. Alternatively, if you are in the UK, you have the option to purchase our Formulations from two convenient locations: The Banwell Clinic in East Grinstead and The Banwell Clinic at The Harley Street Hospital in London.

Can I purchase RATIONALE internationally? 
 
Yes, we offer international shipping to most locations. For detailed international delivery information, please refer to our Shipping and Returns page.

Are your Formulations tested on animals?

No. RATIONALE has never—and will never—test on animals.

Do your Formulations contain parabens? 

No. All RATIONALE Formulations are paraben-free. 

How long will my RATIONALE Formulations last? 

This will depend on how often your tailored at-home plan requires you to use them. However, as a general rule, your formulations should last an average of 3-4 months. 
All RATIONALE formulations bear a 'manufacturing date' stamp, so you can use your formulations with complete confidence. These dates can be found on both the labels and boxes of all products.
 
My products have leaked during transit. What should I do?

Please submit an enquiry and a member of our Online Team will be in touch to assist you. 

Can I travel with my RATIONALE products?

We cannot assure the safety of your Formulations during travel. Therefore, we recommend transferring your Formulations into travel-friendly containers before your journey.

Will I receive samples with my purchase? 

We frequently update our diverse range of sampling options to cater to a wide array of skin needs. For online orders totalling AUD 250 or more, you can enjoy a complimentary sample duo with our compliments.

As part of the Virtual Consultation or Virtual Skin Review service, our Online Skin Consultants will assess your skin’s unique needs and sample selected Formulations to unlock the next steps in your RATIONALE Ritual, once your initial plan has been created.

Can I use retinol when I am pregnant? 

Oral and topical prescription strength Vitamin A medication should be avoided during pregnancy. Whilst there is no data to suggest that applying over-the-counter retinol (non-prescription) can be harmful in pregnancy, we recommend speaking to your doctor before beginning or continuing the use of any vitamin A Formulations during this time.

If you have any concerns or further questions about using active ingredients in skincare during pregnancy, we recommend consulting your Medical Practitioner.

Can I use retinol when I am breastfeeding?

After pregnancy, it's generally safe to use our Formulations. When breastfeeding, and when in skin-to-skin contact with your baby, we recommend avoiding the application of active ingredients to your neck and décolletage. If you have any concerns, please consult your Medical Practitioner.

Has my order been shipped out yet? 

Typically, online orders are dispatched within 24 hours on regular business days, though delays may arise during public holidays. To track your order, you can either log into your RATIONALE Account or reach out to us through our Contact Us page.

Do you ship internationally? 

Yes. International clients can take advantage of a flat-rate delivery fee of $20 to destinations nearly anywhere in the world. If you don't see your country listed in the dropdown menu at Checkout, please don't hesitate to reach out to us for assistance. Please note that we are unable to deliver to freight forwarding services.

Will I be charged customs and import charges? 

Orders delivered outside of Australia may be liable for any local customs duty, import taxes or costs due on your purchase. These are decided on a case-by-case basis by your government at the point of entry to your country and are outside our control. Following Australian export regulations, we are required to declare the exact value and description of all items included in the order. If your shipping destination does charge customs and import charges, you will be responsible for paying these costs. For more information, please contact your government, customs or import offices. 

Will I have to sign for my package?  

Yes. We ship using registered post which requires a signature upon delivery to ensure safe arrival of your order. In case you're unavailable to sign for your order upon its arrival, the postal or courier service will leave a notification card. You'll then be required to retrieve your order from the nearest post office. 

How long will delivery take? 

Please allow 3-5 business days for complimentary Standard Delivery within Australia, 1-2 business days for Premium Express Delivery within Australia, and up to 2 weeks for international deliveries.



Do you deliver to work addresses? 

Yes. As all parcels are delivered using registered post, someone at your workplace will need to sign for your order.  

Do you deliver to PO BOX and Parcel Locker addresses? 

Yes.

What do I do if I am having problems signing into my account? 

Select “Forgotten Your Password?” when you click on "Customer Login". You will receive a link to reset your password from here. If you can’t remember which email address you used to register your account, Contact Us and a member of our Online Team will be able to assist you. 


What do you do with my personal information? 

We do not sell, rent or license any Client information to third-party affiliates. With your permission, we may use your information to contact you for processing or promotional purposes. For more information, read our Privacy Policy. 

How can I opt out of receiving emails from you? 

You may opt out of receiving our email communications by following the 'unsubscribe' link at the bottom of each email.  Alternatively, if you have a RATIONALE account, simply uncheck the Newsletter Preferences box in the Account Details section, when logged in. 

I have signed up to receive email marketing, but what can I do if I am not receiving emails? 

Our emails may be going to your 'Spam' or 'Junk' folders, instead of your Inbox. We recommend adding the email address noreply@rationale.com to your address book; this will ensure that you won’t miss another email from us.  

How can I pay for my order? 

Our payment methods include Visa, MasterCard, American Express and PayPal.

Is it safe to order online? 

We use the latest and safest encryption technology. Our SSL certificates are kept up-to-date to ensure complete security when ordering online. 

My payment has been declined. What should I do? 

We first suggest checking with your bank—problems can range from insufficient funds to unusual spending. If all is fine with your financial institution, please Contact Us. 

I have skin concerns that I'd like to discuss with someone before purchasing. Who can I speak to? 

We offer complimentary Virtual Consultations via telephone, video call, live chat or email. Book an appointment for a Virtual Consultation here.