FAQ

We have customisable medical solutions for:

  • Skin ageing concerns (lines & wrinkles, sagging skin, pigmentation)
  • Sun damage 
  • Acne
  • Post-inflammatory hyperpigmentation (PIH)
  • Melasma
  • Texture, congestion, enlarged pores
  • Rosacea
  • Perioral Dermatitis

Our doctors only prescribe skin treatments where it is safe and appropriate to do so. You may be advised during your consult that it is in your best interests to see a dermatologist or other medical professional in person.

Because your treatment creams are custom-made in a compounding pharmacy, we may be able to tailor them to target multiple concerns.

 

Your doctor will advise you if this is possible during your video consult.

If you have skin conditions that cosmetic products have not been able to resolve, and you are seeking skincare with the highest level of scientific evidence that it works, then our prescription skin treatments are for you.

In Australia, the regulations governing the classification of skincare products are very strict. Products are either a ‘therapeutic good’ or a ‘cosmetic’. There is no other classification - even if a cosmetic is packaged or marketed to suggest something different.

Therapeutic goods, like our prescription skincare, must supply data to substantiate their claims, as well as safety data. They have robust scientific evidence supporting their efficacy, such as randomised controlled (clinical) trials.

Cosmetic products are assessed for quality and safety, but are not evaluated to determine if they actually work before being sold to consumers. By law, companies still need to be able to substantiate their claims if required (and are subject to hefty fines if they cannot), but the bar for scientific evidence is much lower.

Our service is convenient (no in-person doctors visit required) and staffed by medical doctors trained by our Clinical Director in prescription skincare. Despite this convenience, our assessment process is still detailed and rigorous to ensure your safety.

The cost of your 1:1 video appointment is included in our one-off, all-inclusive price which also includes:

  • your custom treatment product (sufficient for once daily application for 3 months)
  • detailed instructions for use
  • express delivery to your door within 5 working days
  • personal skincare advice and education from our Skincare Support Team (trained by Dr Michele Squire) and your doctor

We ask all patients to complete a detailed pre-consult questionnaire and upload several photographs of themselves before their video consult. Your answers and photos (which are transformed into a 3D model so we never miss a single detail of your skin) are thoroughly reviewed by our medical team before your consult, then discussed with you during the consult.

Our pre-consult questionnaire is designed around the questions you would be asked in a face-to-face medical consult to arrive at a diagnosis. It is important to answer these truthfully and to the best of your knowledge.

Your answers and photos are reviewed by our expert medical doctors prior to your appointment, so they can clarify any issues during your consult, and design the best treatment plan and product for you.

We also use 3D technology to transform your smartphone images into a 3D model of your face so we can see every detail of your skin, and objectively assess your treatment progress (before and after)

Our doctors can only prescribe a personalised treatment for eligible patients. 

To be eligible, you must:

  • Be over the age of 18 (if under 18 please contact our support team on (07) 3325-9700 or [email protected])
  • Have an Australian shipping address

Our prescription solutions are genderless and suitable for skin at all life stages (including pregnancy and breastfeeding, or if you are trying to conceive).

We provide treatment for the skin on your face, neck and chest. We can treat body concerns but treating large skin areas can be expensive - contact our support team to chat more about this on (07) 3325-9700 or [email protected]

Our prescription ingredients are the gold-standard treatment for the skin conditions we treat. We formulate your custom blend of active ingredients into our Barrier+ base (with 5% niacinamide, ceramides, fatty acids and cholesterol) for added skin barrier support.

Our prescription solutions are designed to be used in conjunction with a simple skin regime of only plain cleanser, sunscreen and moisturiser.

When starting a prescription product, it is normal to have a period of skin adjustment, and your skin may become more sensitive and experience dryness, redness and flaking, which is why we recommend using a plain cleanser/moisturiser and high-SPF, broad-spectrum sunscreen.

Included in our one-off cost is unlimited and personalised advice to support, maintain and extend the results of your prescription skincare products, or understand how and when to use your usual skincare products in combination with your treatment. Every patient has access to our experienced dermatology nurse to set up a skincare routine (including product recommendations!), and our expert support team by text, email and phone.

All our products include comprehensive instructions, detailing exactly how to phase your product in, which over-the-counter cosmetic products (and procedures) to avoid, and when you can resume your normal skincare routine, if you have one. All our products work in conjunction with lasers and other skin treatments, but if you are having laser or other invasive treatments, we recommend you discuss this with your skincare professional at least 1 week prior to your treatment.

Many of our products contain prescription-strength retinoids which are many times stronger and more effective than over-the-counter retinols, making these unnecessary.

This will differ for each patient, based on their individual skin concerns, the type and dosage of their recommended formula and how their skin responds.

The expected length of treatment, and average time to see results will be discussed during your consult, and detailed in your written instructions.

Getting results is not an overnight process, nor is it an exact science, but with patience and consistent use of your recommended products, you should see a difference within 2-3 months.

Because our products are prescription medicines, all possible side-effects will be considered by our medical doctors when reviewing your history and designing your treatment. These will be discussed with you during the consult and by our nurse in your skincare routine review.

There is often an adjustment period when you start using our products. It is normal to experience some degree of skin dryness, itching, peeling or irritation and even increased breakouts. You will be advised of any common side effects, and how to minimise and manage these, in the written instructions that accompany your product.

We provide an unlimited Skincare Support service for all patients, and a phone service during normal business hours, so you can contact our team with questions or concerns, or just for ongoing support.

Our email system is not designed for emergency situations, however. If you are experiencing a severe or life-threatening reaction, please contact your GP, present to the nearest hospital or call an ambulance.

 

Because our products are drugs, and every clinical consideration and support has been provided, we do not provide refunds, exchanges, or free reformulations if reactions occur.

Each treatment and dosage regime is different, but our products are designed to dispense a measured dose of product for 3 months of daily use (when applied once daily).

Each treatment plan is valid for 3 months from date of purchase.

10  weeks after your initial appointment we will contact you to book a follow-up video consult for a medical review of your progress.

Unless you are on a maintenance plan, you will need a review of your skin and progress each 3 months for your safety and before further treatment creams can be prescribed (our creams are medicines not just cosmetic skincare, so they require a valid doctor's prescription to be made-to-order and dispensed)

Our doctors have access to a range of ingredients for different skin conditions - you can read more about them HERE. Your product will be compounded into a drug delivery base with added skin barrier supporting ingredients like niacinamide, ceramides, cholesterol and fatty acids. choose for you). Our ingredients and bases are cruelty-free and vegan.

All patients can access a dedicated SMS support line and (living and breathing!) skincare experts provide unlimited and personalised advice for the life of your treatment.   

We are also available by phone (07) 3325-9700 or email [email protected]

Our support team is available is available Monday – Friday, 9am – 5pm (QLD)

Our doctors are busy clinicians and our bookings are heavy, so not showing up for your appointment means that someone else misses out, and our doctors' time is wasted.

Bookings can be cancelled or rescheduled within 24 hours of the booking time via the client portal (click HERE to access). You can also notify us in writing by email or SMS during business hours, with at least 24 hrs notice.

Your $50 reservation fee is non-refundable if you cancel or reschedule your appointment within 24 hours of your booking time, don't show up, or show up late for your appointment, do not resubmit information/photos if requested, or decide not to proceed with treatment, if prescribed.

Because this is a video telehealth (i.e. virtual video call) consultation, our doctors need to identify you, and ensure they are talking to the same person who completed the questionnaire.

The photos also allow us to examine your skin in close detail, to ensure you are a suitable candidate for prescription skin treatments, and there is sufficient clinical justification to supply a prescription product.

We also use 3D technology to transform your photos into a 3D face model so we can see every detail on your skin. Your photos and 3D model are treated in strictest confidence - see the next question for details.

Because good quality photos are so important, we may ask you to resubmit unclear images prior to your appointment. If this is requested and not completed 24hrs prior to your appointment, we will reschedule your appointment, and your $50 booking reservation fee will not be refunded.

We take your privacy and confidentialty very seriously, and follow all legal obligations with respect to patient confidentiality.

 

All patient forms are stored in our secure client management system, and we use a secure telehealth system for video consults.

 

We do not record the video consults, but may take still photos (with your permission) to store on your patient record.


We will never share your clinical details or photographs/3D model with anyone outside our medical team without your written consent in accordance with our Privacy Policy.

We charge a $50 booking reservation fee (redeemable on treatment cost) to secure a video consult with your doctor. If, after this consult, your doctor assesses you as unsuitable for treatment, this fee will be refunded to you within 24 hrs of your appointment.

If you are assessed as suitable for prescription treatment, we will invoice you for a one-off, all-inclusive charge, less your booking reservation fee. The total treatment cost includes:

  • Your 1:1 video appointment with one of our experienced doctors
  • 50g customised treatment product  (sufficient for 3 months of once daily application)
  • Detailed instructions
  • Medical Express shipping
  • A review of your current skincare products by our dermatology nurse, and personalised advice to help you set up a skincare routine
  • Unlimited SMS, email and phone support from our experienced support team for the life of your product
  • Access to our library of educational resources
  • Monthly virtual masterclasses
  • Discount codes, offers and giveaways exclusive to our patients

Because our doctors are busy and our wait lists are long, cancelling or rescheduling an appointment within 24 hrs of the appointment time, not showing up or showing up late to your appointment, means someone else misses out and our doctors' time is wasted. IF YOU CANCEL OR RESCHEDULE YOUR APPOINTMENT WITHIN 24 HRS OF THE BOOKING TIME, FAIL TO SHOW UP OR SHOW UP LATE, YOUR RESERVATION FEE WILL NOT BE REFUNDED.

Your reservation fee is non-refundable if you decide you don't wish to proceed with treatment after your consult.

There is no charge if our medical team decide you are not an appropriate candidate for prescription skincare. Your $50 reservation fee will be refunded within 24 hrs of your appointment.

 

If our medical team think it is clinically warranted, they may also refer you to a specialist dermatologist or other specialist for in-person care.

 

Your reservation fee is non-refundable if you decide you don't wish to proceed with treatment after your consult.

Can't make your appointment? No problem, we know life gets a little crazy sometimes. You can cancel or reschedule your appointment up to 24 hrs before your booking time in our online portal (click HERE to access) or let us know in writing at least 24 hrs before your appointment time by texting our SMS Support Line or emailing: [email protected].

Because our doctors are busy, and our wait lists are long, cancelling or rescheduling an appointment within 24 hrs of your appointment time, not showing up or showing up late for your appointment, means someone else misses out, and our doctors' time is wasted.

IF YOU CANCEL OR RESCHEDULE YOUR APPOINTMENT WITHIN 24 HRS OF THE BOOKING TIME, FAIL TO SHOW UP OR SHOW UP LATE, YOUR $50 RESERVATION FEE WILL NOT BE REFUNDED.

Your reservation fee is non-refundable if you decide you don't wish to proceed with treatment after your consult.

Our 3-month service is supportive, all-inclusive,  and convenient - no more trips to the pharmacy or GP, no waiting in line, no unexpected costs, and no more wasted money on skincare products that don't work. Just effective, evidence-based results with minimal wait time.

The one-off cost of $220 / 3 months includes:

  • A review of your questionnaire and photos by your doctor prior to your video consult
  • A 1:1 video consult to design your treatment plan with an experienced doctor 
  • 50g treatment cream with a customised blend of prescription-only active ingredients sufficient for 3 months of daily application. Our ingredients are the gold-standard for treating skin concerns like acne, sun damage, pigmentation, melasma, rosacea, lines & wrinkles, sun damage, and perioral dermatitis. The concentration and inclusion of active ingredients will be customised to suit your specific skin requirements and allergies/intolerences. We can generally treat multiple concerns in a single cream but sometimes you may require more than 1 cream to address your concerns. Your doctor will discuss this with you, and provide treatment options to fit with your goals and budget. The cost for 2 creams purchased in a single transaction is $380 (discounted from $440).
  • Detailed instructions
  • Australia Post Medical Express delivery to your door within 5 working days following payment
  • Unlimited SMS, email and phone support by our expert support team for 3 months
  • A video skincare routine consult with our dermatology nurse to assess your current skincare products to ensure they are safe to use with medical treatment creams, including personalised product recommendations if required
  • Access to our patient library
  • Monthly virtual masterclasses
  • Discounts, gifts and giveaways exclusive to our MediSkin patients

Following your video consult your doctor will send an email confirming your recommended treatment plan, and cost.

If you are happy to continue, simply pay using the link in the email, and your products will be manufactured in a specialist compounding pharmacy and delivered directly to you by express post.

Following your video consult, your doctor will send an email confirming your recommended treatment and cost. This email contains a link to a secure credit card payment system, or you can pay by direct deposit.

We do not offer payment plans or PayPal.

Once we receive payment, your product is manufactured in our specialist compounding pharmacy and delivered directly to you by Australia Post Express delivery.

We aim to get your product to you in the minimum time possible, but please allow 5 working days after payment for your treatment product to be compounded and delivered.

Although our creams are tested as heat stable, we use Medical Express Post (the highest priority within Express Post) to get them to you with minimal exposure to the environment.

The sooner you have them, the sooner you can start!

We deliver Australia-wide using Australia Post Medical Express Post.

We take every measure to ensure your product is delivered to your correct address, and in good working order.

 

If your product is faulty, incorrect or damaged, we will gladly replace it. Please advise us of any issues as soon as possible so we can rectify the problem.

 

Because our creams are customised for you, we do not offer refunds or exchanges.

Because this is a custom product, with multiple confirmation steps prior to delivery, we do not accept returns unless your product is incorrect, faulty or damaged.

 

Because our creams are customised for you, we do not offer refunds or exchanges.

Once you have paid for your order, it automatically enters our manufacturing queue. At this point, your order cannot be cancelled.