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 Client Experience 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 Client Experience 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 login 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 prior to placing your order. If you have any questions, please do not hesitate to Contact Us.
Where can I purchase RATIONALE?
RATIONALE can be purchased via our website, at any of our Flagship locations or through our network of affiliated Medical Stockists.
Can I purchase RATIONALE internationally?
Yes. Online orders can be shipped to most international locations. For international delivery options, please visit our Shipping and Returns page. Alternatively, if you are based in the UK, you can purchase our formulations from The Banwell Clinic, located in East Grinstead and The Banwell Clinic at The Harley Street Hospital, London.
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 ‘Best Before’ 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?
Our packaging is not designed for travel, so, to ensure you’re luminous wherever you go, we suggest decanting the formulations into travel-safe containers.
Will I receive samples with my purchase?
Our sampling options are varied regularly, and are tailored to ensure all skin needs are complemented. Online orders of $1000 HKD or more are eligible to receive a complimentary sample duo.
As part of the Virtual Consultation or Virtual Skin Review service, our Client Experience 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.
Is RATIONALE suitable to use while pregnant?
Yes, RATIONALE formulations are suitable for use during pregnancy, including our formulations containing Vitamin A.
While prescription forms of Vitamin A such as Tretinoin + Isotretinoin must be avoided during pregnancy and breastfeeding, Retinol and its esters are considered safe forms of Vitamin A for topical use while pregnant. These pregnancy-safe forms of Vitamin A are used exclusively in RATIONALE formulations.
If you have any concerns or further questions about using active ingredients in skincare during pregnancy, we recommend consulting your Medical Practitioner.
RATIONALE Virtual Consultations
If you require support or advice on your skin’s needs, we warmly invite you to connect with our Team of Client Experience Consultations.
Shipping and Delivery
Has my order been shipped out yet?
Online orders are usually shipped within 24 hours on a local business day. Delays may occur due to Public Holidays. If you would like to track your order, you can do so by logging into your RATIONALE Account or Contacting Us.
Do you ship internationally?
Yes. International Clients enjoy a flat-fee delivery of $20 AUD to almost anywhere in the world via our Australian website.
If you wish to place an order for delivery outside of Hong Kong, please select 'Not Your Region' in the footer and select 'Australia'. Alternatively, please Contact Us for assistance.
Please note, we are unable to deliver to freight forwarding services.
Will I be charged custom and import charges?
All orders delivered within Hong Kong are inclusive of all applicable taxes and charges.
If you are delivering internationally: orders 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 own government at the point of entry to your country and are outside our control. In accordance with export regulations, we are required to declare the exact value and description of all items included in the order.
In the event that your shipping destination does charge custom and import charges, you will be responsible for paying these costs. For more information, please contact your government, customs or imports 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. If you are not available to sign for your order, a calling card will be left by the post/courier service, and you will need to collect your order from the nearest post office.
How long will delivery take?
Please allow 1-3 business days for complimentary Express Delivery within Singapore.
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.
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 we will be able to assist you.
What do you do with my personal information?
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, but 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 firstname.lastname@example.org 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, PayPal and AliPay.
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.