How Can We Help You?

How Can We Help You?

Shipping & Returns

Shipping

  • All orders are processed and shipped from our Sydney warehouse within 2 days of purchase estimated to arrive within 5-7 business days from shipped date. Any orders placed on weekends or holidays will be processed the next available business day. Delivery estimates are based on the recent delivery performance of our carriers and do not take into account any service disruptions or extended travel times for remote destinations that may cause delay. Shipping charges are subject to change without notice.

    Shipping Option & Cost

    • Standard (orders < $74.99) $10
    • Standard (orders > $75) FREEE
    • Express 2 to 4 business days (No min.) $20

  • Your order will be shipped within 2 working days of your order being placed & payment received.

    Orders are processed and shipped on working days only (Monday to Friday, excluding public holidays).

    During sales and holiday periods, please allow extra time for your order to be delivered.

    All orders are shipped from Sydney via Australia Post and follow the guidelines as posted here for Parcel Post items
    https://auspost.com.au/parcels-mail/sending-in-australia/delivery-areas-within-australia

    All orders are processed and shipped within 2 days of purchase. Any orders placed on weekends or holidays will be processed the next available business day. Shipping charges are subject to change without notice.

  • If you have a concern about your order, please email info_au@murad.com.au or call 1800 687 237 and we will be happy to help.

  • Unfortunately Murad Australia does not ship to international addresses. Please contact us to see which of our offices can ship to your country.

  • OUR PRODUCTS

    The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the products accurately your products may vary slightly from those images. The packaging of the products may vary from that shown on images on our site.

    PERSONAL INFORMATION

    We only use your personal information in accordance with our Privacy Policy. Please take the time to read it, as it includes important terms which apply to you.

    OUR CONTRACT

    Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.

    After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted.

    If we are unable to supply you with a Product, for example because that Product is not in stock or no longer available or because we cannot meet your requested delivery date or because of an error in the price on our site, we will inform you of this by e-mail and we will not process your order.

    OUR RIGHT TO VARY THESE TERMS

    We may amend these Terms from time to time. Every time you order Products from us, the Terms in force at the time of your order will apply to the contract between you and us.

    RETURNS AND REFUNDS

    If, within 30 days of receiving a Product, you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the contract and receive a refund.

    To return a Product please see our “How to Return” page.

    ORDERS AND DELIVERY

    Orders will only be shipped and delivered to addresses located within Australia. A single order may only be shipped to one delivery address (no split orders).

    Delivery of an Order shall be completed when we deliver the Products to the address you gave us and the Products will be your responsibility from that time. You own the Products once we have received payment in full, including all applicable delivery charges.

    Occasionally our delivery to you may be affected by an Event Outside Our Control. See below for our responsibilities when this happens.

    DEFECTIVE OR DAMAGED MERCHANDISE

    In the event that we process your order incorrectly, or that you receive a defective or damaged item, please contact us, and we will provide a full refund and/or replace the item. On some occasions, we will require defective or damaged items to be returned.

    PRICE AND PAYMENT

    It is always possible that, despite our reasonable efforts, some of the Products on the Site may be incorrectly priced. If we discover this error before we accept your order we are not required to sell the Products to you at the price shown. If we discover an error in the price of the goods that you have ordered we will let you know as soon as possible and give you the option or reconfirming your order at the correct price or cancelling it. If you cancel your order and you have already paid for the goods (but they have not yet been dispatched) you will receive a full refund.

    The price of a Product includes GST (where applicable) at the applicable current rate. However, if the rate of GSTchanges between the date of your order and the date of delivery, we will adjust the GST you pay, unless you have already paid for the Products in full before the change in GST takes effect.

    The price of a Product does not include delivery charges. Our delivery charges are as advised to you during the check-out process, before you confirm your order.

    OUR LIABILITY TO YOU

    If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not reasonably foreseeable. We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

    PROMOTIONS

    From time to time we will offer various promotions that can be applied to your order using a promotional code, which we will provide to you. You should enter the applicable promotion code in the space provided in the Cart/Basket, before you submit your order. The value of the promotion will be applied to your order (but may not be displayed as a separate line item).

    While the terms and conditions for each promotion will vary, most of our offers last for a limited time, and have associated promotional codes that can only be used once per customer, and cannot be combined with other offers. Promotional delivery offers will apply to orders that meet the terms and conditions for that particular promotional guidelines, such as the applicable merchandise total (before delivery/handling charges are applied) and the requirement that the order be delivered to a single address.

    Some offers will not have an associated promotional code – they can simply be added to your shopping basket, and the promotion will be applied, as long as you have met the other offer requirements.

    If you have any questions about a promotion, or whether your order qualifies, feel free to contact us.

    EVENTS OUTSIDE OUR CONTROL

    An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

    We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a contract that is caused by an Event Outside Our Control.

    If an Event Outside Our Control takes place that affects the performance of our obligations under a contract with you we will contact you as soon as reasonably possible to notify you. Our obligations under that contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

    You may cancel a Contract affected by an Event Outside Our Control. To cancel please contact us. If you opt to cancel, you will have to return (at our cost) any relevant Products you have already received and we will refund the price you have paid, including any delivery charges.

Tracking My Order

  • If you have a concern about your order, please email info_au@murad.com.au or call 1800 687 237 and we will be happy to help.

Returns

  • Murad is a collection of high performance skincare that we are sure you will be delighted to discover and use. However, if for any reason you feel the need to return a purchase, we are happy to offer a product satisfaction guarantee and will refund your purchase price. You may return most new, unopened items within 30 days of delivery for a full refund. All returns must be pre-approved by customer service.

    We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Murad is not liable for any parcels that go missing in transit, paid tracking is at the customers expense and is recommended. No refunds will be issued until the items have been received back.

    You should expect to receive your refund within four weeks of returning your package, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

    If you need to return an item, please obtain pre-approval by contacting customer service. Please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
    Please note that we can only process a refund if the product you purchased was direct from www.Murad.com.au. We do not process refunds for products purchased from any 3rd party vendor.

    For products that have been delivered in error we will refund the full value of the products and the costs of returning them.

    Where we are unable to supply a product you have ordered and paid for, we will automatically refund you the amount paid for the product as soon as is reasonably possible.

    If you are unsatisfied with a product for any reason you will be refunded the price you paid for the product.

    For your protection, we recommend that you always use a recorded-delivery service to return the products, as we will not process any refunds until we receive the products back.

    We will refund using the same payment method of the original purchase.

    Please contact info_au@murad.com to receive pre-approval of your return and to receive the reply paid address.

    Please place a note in with the parcel or place your order number on the package so when we receive it we can contact you and send you the tracking details for the exchanged product or a confirmation for your refund Also please note the following regarding returning or refunding your order:

    1. Make sure you buy direct from us. We cannot refund purchases from other vendors.
    2. Make sure you have the receipt. We will need it in order to issue a refund.
    3. We cannot refund on discontinued items, if you are unsure if a product is discontinued, call or email, we’re happy to help.
    4. Make sure you receive pre-approval from customer service (info_au@murad.com).
    5. You must return your products within 30 days from the dispatch date.
    6. All refunds are less postage and packaging.
    7. Refunds can be processed against personal use products only.

    NOTE nothing above is to be taken to limit rights which you have under the Australian Consumer Laws.

  • Please email info_au@murad.com and we will do our best to help. If your order has already shipped, we cannot change or cancel your order.

Afterpay

What is Installments by Afterpay?

  • Installments by Afterpay is a zero-interest payment method that allows you to buy what you want today, and pay for it in four payments made every 2 weeks without any interest.

How do I use Afterpay?

  • Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Installments by Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. It’s that easy!

    Please note that the total value of your shopping bag must be between $32-$1000.

How does the Afterpay schedule work?

  • All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

    You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

What if I can’t pay an Afterpay installment?

  • If you do not make a payment when due or funds are unavailable, Afterpay will charge an $8 late payment fee. An additional $8 fee will be charged to you by Afterpay if the missed payment is not made within 7 days. Late fees will never exceed 25% of the total order. For more information, visit the Afterpay Payment Purchase Agreement.

What products are eligible for Afterpay?

  • All products onMurad.com.authat are priced between $32 and $1000 are eligible for Afterpay.

Are any products not available for Afterpay?

  • Afterpay is not available on purchases of gift cards or e-gift cards. If your order contains gift card(s) plus eligible Afterpay products, you will need to remove the gift card(s) from your cart and purchase them separately.

How do I return or exchange an item purchased with Afterpay?

Where can I learn more about Afterpay?

  • If you would like to learn more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, terms, purchase payment agreement as well as Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/privacy-policy

    If you have any questions about your Afterpay account, please contact Afterpay directly via a web form.

Product Information

Products

  • Yes! You can mix and match Murad products, but you should only use two or more Step 2 treatments if the directions specify that you can. Traditionally, it is best to use one Step 2 treatment in the morning, and one Step 2 treatment in the evening.
    Murad products are labeled Cleanse | Tone (Step 1), Treat | Repair (Step 2), Hydrate | Protect (Step 3) and Boost (Step 4). Below are ways to use products from different lines:

    • You can cleanse (1), treat (2), hydrate (3), and boost (4)
    • You can cleanse (1), tone (1), treat (2), hydrate (3), and boost (4)
    • You can cleanse (1), treat (2), hydrate (3), and then SPF (3)

  • In an effort to provide as many customers as possible with the opportunity to purchase products, we limit the total number that can be purchased per customer. 

  • The batch code on the product will provide you with the expiration date. The batch code consists of a letter-number-letter-number combination. The number represents the year of production and the third letter represents the month it was produced. Sometimes there are two letters at the beginning, just focus on the number-letter combination. The code will be stamped on the bottom of the bottles/jar. For the tubes, it will be stamped on the crimp when the back of the tube is facing you.

    For Example:

    CC9A2 would have been produced January 2019
    N0C3 would have been produced March 2020
    T1A2 would have been produced January 2021

    We do not use the letter “I” in our codes. Below is the chart for the months of the year.

    • A = January
    • B = February
    • C = March
    • D = April
    • E = May
    • F = June
    • G = July
    • H = August
    • J = September
    • K = October
    • L = November
    • M = December

    When unused, unopened, and stored properly, Murad products have a shelf life of 3 years unless it contains an active ingredient. Some active ingredients include (but are not limited to) salicylic acid, avobenzone, etc. These ingredients are listed separately from the other ingredients and their specific percentage is shown. In those cases, the unused/unopened package has a shelf life of 2 years.

  • Murad carefully assesses our products and ingredients to ensure they are safe for use. Because every person and pregnancy is unique, we recommend you seek your doctor’s advice if you are unsure or have any questions about the products you use during pregnancy and/or lactation.

  • Murad never tests any products on animals and we only use ingredients that have not been animal tested. We only test on humans. We sell our products in Hong Kong but not mainland China, and thus are not required to test on animals.

  • Here is a list of products we sell that have the Chitosan listed in the ingredients. Should you have a shellfish allergy, DO NOT use any of the following as it could cause a reaction. Of course, always review the ingredients prior to applying any new product. 

    • Acne Body Wash 
    • Advanced Acne & Wrinkle Reducer 
    • Advanced Active Radiance™ Serum 
    • Anti-Aging Moisturizer Broad Spectrum SPF 30 | PA+++ 
    • Age-Diffusing Firming Mask 
    • Essential-C™ Cleanser 
    • Essential-C™ Night Moisture 
    • Essential-C™ Toner 
    • Hydro-Dynamic™ Quenching Essence 
    • Hydro-Dynamic™ Ultimate Moisture for eyes 
    • Hydro-Glow Dietary Supplements 
    • Intensive-C™ Radiance Peel 
    • Instant Radiance Eye Cream 
    • Luminous Essence 
    • Rapid Resurfacing Peel 
    • Rapid Collagen Infusion™ (no shellfish, but does contain collagen from fish) 
    • Rejuvenating Lift for Neck and Décolleté 
    • Replenishing Multi-Acid Peel 
    • Time Release Acne Cleanser 

Discontinued Products

  • At Murad, we’re continually innovating and reformulating to bring you the best-in-class, clinically proven products for efficacious skincare results. Sometimes, that means discontinuing a product to replace it with a new innovation, which is why we’re happy to show you which products are designed to meet and exceed the results of your previous product.

    We apologize if we discontinued one of your favorite Murad products. Decisions to discontinue or introduce a product and/or size are made in response to consumer preferences and purchasing patterns throughout the country.

    Please contact us with the name of your favorite product that has been discontinued. We’d be happy to recommend other products for your specific skin concerns.

Ingredients

  • We follow strict industry and government guidelines to ensure that every ingredient in each of our formulas has been thoroughly safety tested and approved for use.

    In addition, our product development and quality control teams continuously monitor the scientific literature, as well as reports from our customers, to ensure that our products are at the leading edge of safety as well as performance.

    To help ease your concern about the safety of any specific ingredient, we encourage you to visit www.cosmeticsinfo.org, a website specifically dedicated to providing consumers with timely and objective information regarding ingredient safety.

  • Many products manufactured by Murad are formulated without gluten. To determine if a product you’re interested in is formulated without gluten, visit the specific product page at Murad.com.au and look under the “Formulated Without” tab. 

    As with any allergy, it is best to consult your physician if there is any concern regarding gluten. In addition, we are certainly more than happy to assist you in creating a regimen that addresses your specific concerns while avoiding any form of gluten. 

  • Many products manufactured by Murad are formulated without parabens. To determine if a product you’re interested in is formulated without parabens, visit the specific product page at Murad.com and look under the “Formulated Without” tab. 

    At Murad, we use different preservatives depending upon the unique formula of each product accordingly. Murad’s product development team continually monitors scientific literature, and FDA safety alerts and guidance, to ensure that all of our products are safe and fully compliant with all applicable rules, regulations and laws. 

    You can also contact Customer Care to create a customized regimen that addresses any ingredient concerns you may have. 

  • Most our topical formulas are formulated without animal by-products; however, a small number do contain trace amounts of natural ingredients like honey and beeswax, as well as some marine-derived compounds. 

    To determine if a product you’re interested in is formulated without animal by-products, visit the specific product page at Murad.com.au and look under the “Formulated Without” tab. 

    If you have a question about a specific product, please let us know. We’d be happy to confirm if the products you’re using are formulated without animal by-products, or to customize a vegan-friendly regimen for you. 

  • Most Murad products are not expected to clog pores and some have been tested to confirm their non-comedogenic status. To determine if a product you’re interested in is non-comedogenic, go to Shop, select your product category (Cleansers & Toners, Exfoliators, etc.), then select Formulated Without from the filters to shop products that are non-comedogenic. If the filter option for non-comedogenic does not show up, then no products in that product category have been tested to confirm non-comedogenic status. You can also contact Customer Care to create a customized regimen that addresses any ingredient concerns you may have. 

  • ‘Hypo’ means ‘less’ so though there may be fewer irritants, they’re all not completely absent. Generally, the term ‘hypoallergenic’ is beauty industry shorthand for ‘fragrance free’, which is always a good idea for sensitive skin. The special Murad Recipe of antioxidants, anti-inflammatories, and hydrators helps to reduce irritation and inflammation. Additionally, it is always best to perform a patch test if you have any concerns regarding sensitivity. 

Our Commitment to the Environment

  • Murad is committed to green initiatives. We no longer use Styrofoam, and instead use a completely biodegradable, corn-based “look alike” peanut in our packages. We also endeavor to use the smallest possible shipping box for each shipment. 

    In addition, we’ve moved to sustainable solutions for our direct mailers (“cradle to cradle” certified); our plastic trays have been changed from PVC to PET, we recycle corrugate containers at our warehouse, and we print all packaging on FSC (Forest Stewardship Council) certified stock. 

    Murad Rewards

    What is the Murad Rewards program?

    • Murad Rewards is a loyalty program that rewards you every time you shop on Murad.com.au. All enrolled members can redeem points for free products and dollar-off discounts, and access exclusive benefits, including birthday gifts and early access to new products. As you earn points with every purchase, you have the opportunity to level up your account to reach a new reward tier to earn even more points, benefits and gifts.

    How does it work?

    • Joining is easy and free: all you need to do is create an account to be enrolled. Once you’re registered, you’ll have the opportunity to take part in all the exciting ways we currently offer to earn points and reach our new tiers.

    • Listed below are the many ways in which you can earn points:

      Create an account: 50 points

      Leave a review: 50 points (Eligible every 2 months)

      Follow us on: Facebook: 30 points, Instagram: 30 points, TikTok: 30 points

      Make a purchase:, Bronze: Earn 2 points per $1 spent, Silver: Earn 2 points per $1 spent, Gold: Earn 3 points per $1 spent, Platinum: Earn 3 points per $1 spent

      Enroll in subscription purchases: Bronze: Earn 4 points per $1, Silver: Earn 4 points per $1, Gold: Earn 6 points per $1, Platinum: Earn 6 points per $1

      Taxes, shopping costs, discounts and promotional gifts do not earn points. Points are only accrued against the order subtotal.

    • You can use your points to redeem products by navigating to Rewards in your Account. Under “Manage Rewards” you will be able to add reward products for a given amount. Once selected, your product will be added directly to your cart if you meet the points requirement. Please note: You cannot adjust the quantities of rewards products or use your points to redeem more than one of the same product.

      You can also use your points to redeem for savings on your orders. Once you’ve logged in and are ready to check out, go to the checkout page to view your points balance and apply savings options. Select your discount amount and click “Apply”. Please note: Use of savings options requires that the order subtotal (before tax) exceed the savings amount by at least $10. Furthermore, savings options cannot be combined with any other promo codes or offers.

      To redeem your points for a reward product, a purchase is required. Promotional offers that require a promo code are not stackable with Beauty Rewards dollar discounts. This also includes sale products, discounted kits, regimens, continuity and subscription orders. We do, however, allow promo code stacking with reward product redemptions.

    • No need to create a new account! All customers with an active rewards account were automatically enrolled in our new and improved rewards program. If you have had more than one customer account with us, please note that only one rewards account was created per person.

    • If you’re already enrolled in Murad Rewards, you’ll love our new and improved program. Your automatically enrolled in our new Murad Rewards program (launched 9/20/2023) that rewards you even more thanks to a new tiered structure. All currently enrolled members start at the Bronze tier, and will enjoy all the benefits that you had before, but with a greater opportunity to earn more points and progress towards our highest tier: Platinum. New purchases after 9/20/2023 will be counted towards the new tiering program. Note that this new program doesn’t impact your existing points.

    • No, the points you accrue do not expire; they are yours to keep!

    • Once you are in the Silver, Gold or Platinum tier, you will be in that tier for one year starting on the day you reached your new status. For example, if you earned enough points to upgrade to a new tier starting 9/20/2023, you will retain that tier until 9/20/2024. If you don’t meet the requirements of each tier within the 12-month period, you’ll automatically move to the tier that aligns with your status. Make sure to keep interacting with our program to reach a new tier or maintain your status.

    • The new and improved Beauty Rewards program tiers are Bronze, Silver, Gold and Platinum. Your tier is determined by the points earned on the amount you spend on Murad.com.au.

      Depending on which tier you’re in, you can earn double or triple points for every dollar you spend, and this includes points on subscription orders. There are also special actions you can take (like following us on social media and leaving us a review) to earn more points.

      • Bronze: Free to join
      • Silver: Spend $100/year
      • Gold: Spend $250/year
      • Platinum: Spend $500/year

    • When your total points reach the point threshold for a new tier, you will receive an email congratulating you on your new status, plus updates to your gifts benefits.

    • Happy Birthday! We’re delighted that you have chosen to celebrate with us through our exclusive rewards program. To receive your birthday bonus on your birthday, enter your birthday in the account settings or during your initial account creation, at least 30 days before your birthday.


      If your birthday falls between the day that you registered and the 30-day waiting period afterward, you will receive your birthday bonus 30 days after your registration. All successive birthday bonuses will be emailed to you on your birthday.


      If you register your birthday through your rewards account any time after it has passed in the current calendar year, rewards will not be added to your account until the day of your birthday in the following year.


      Remember, your birthday reward is determined by your Murad Rewards tier status on the day of your birthday. If it has been more than 30 days since you registered for your birthday reward and you still have not received the additional points in your account, please contact info_au@murad.com and we will be happy to assist you.

    • Murad dollar-off rewards can be used at any time but cannot be combined with sale discount codes.

    • As a Murad Rewards member, you will receive exclusive emails prior to the general public, granting you first access to discover and shop our new products.

    • Murad points are awarded after your order is shipped. If you choose to return part or all of your order and you receive a refund, points earned from that purchase will be automatically deducted for the corresponding amount. This adjustment will be reflected in your point balance.

    • No, unfortunately we cannot refund or exchange free products unless your products arrived damaged.

    What do I do if I have questions about my points, status or account?

    • Please contact our customer support team at info_au@murad.com or call 1-800-687-237

    Contact Us

     Information

    • Phone
      1-800-687-237

      Hours
      Mon-Fri 9:00AM - 5:00PM AEDT

      Annual Closure
      *No orders will be fulfilled during Christmas / New Year holiday period

      Email
      info_au@murad.com

      When can I expect a response to my email?

      Here at Murad, we’re all about spreading joy and radiance, and that extends to our customer service too! While we strive to answer every inquiry within 2-3 business days, we often surprise ourselves by being even quicker!

      However, we believe in setting realistic expectations, especially during bustling times like sales events or holiday periods.

      So if it takes a tad longer, rest assured we’re working diligently to get back to you with all the care and attention that you and your skin deserve.

      In the meantime, why not head over to our socials? It’s the perfect way to stay connected and be the first to know about all the exciting happenings in our vibrant skincare community!

    Chat with our Team