Frequently Asked Questions
How long does shipping take?
We use Australia Post to deliver our parcels to AUS and NZ. Shipping within AUS takes between 1-5 business days, while 5-10 business days in NZ.
Can I change my delivery address or cancel my order?
Unfortunately, we cannot cancel your order or change your address once your parcel has been dispatched. We encourage you to always double-check your address before placing your order. If you wish to cancel your order after it has been dispatched, you will need to wait for it to reach you and either reject the delivery or return your order back to us, unused and unopened, for a refund. Please note that $10 for the shipping costs will be deducted from all refunds.
Do you offer a money-back guarantee?
Yes! We do have a 30 day money-back guarantee which means we will give you a refund if you are not happy with the results AFTER 1 month of consistently using the products. We do require before and after photos to understand your concern, so please remember to take photos before starting with Alya Skin. What if I have an allergic reaction from using the products? We will be happy to refund you as long as you provide us with photos of your skin reaction. If you have known skin allergies, we suggest consulting your GP before using the products. Please also do patch testing prior to using each product - you may apply the product either inside of your elbow or behind your ear. Please note that $10 for the shipping costs will be deducted from all refunds.
I have placed an order however I haven’t received order confirmation?
Please check your junk / spam folder and ensure you have entered a valid email address. Let us know right away on email@example.com if you believe you have given any incorrect details.
How often do I use Alya Skin products?
For best results we recommend using the Micellar Foaming Cleanser and Australian Native Berries Moisturiser twice-a-day, both morning and night. We recommend using the Pomegranate Facial Exfoliator and Pink Clay Mask 3-4 times per week for best results. If you have sensitive skin we recommend using these products twice a week. The Pomegranate Facial Exfoliator works well right before using our Pink Clay Mask. Always remember to moisturise after your Clay Mask application.
Where do I enter my discount code?
At the final stage of checkout, you will see an option to enter the discount code, you enter it there and then click apply. If you have any problem finding it then please contact us.
What happens if I do not collect my parcel?
If you miss your parcel and if it is then not collected from your local post office in 14 days, it will be sent back to our warehouse. If you would like to have it re-shipped, there will be a re-shipping fee of $10 USD. If you would like a refund instead, we will refund you the amount of your order minus $20 for the processing & return shipping costs. We are not held liable for parcels that have failed to be collected.
I'm pregnant - can I use Alya Skin?
How exciting! We wish you all the best with your pregnancy. Yes, our products are safe during pregnancy. If you have serious concerns, we recommend talking to your GP. However, our products do not contain any chemicals that will harm you or the baby.
I have eczema / rosacea - is the mask suitable for me?
Yes! It is known that clay masks and facials dry your skin so this is why it is important to moisturize after removing the mask! If you do suffer from either, you may experience a slight tingling sensation on your first use. However, please note our products do not contain any ingredients that might trigger eczema or rosacea – everyone is different and everyone’s skin reacts differently to certain skin care products. Therefore, it is best to check with your GP if you have any major concerns!
What is the shelf life of your products?
Our Pink Clay Mask has a shelf life of 36 months. Our Moisturiser, Exfoliator and Cleanser have a shelf life of 24 months. Vitamin C Supercharged Serum, Pink Marine Collagen Sleep Mask, Pore Perfecting Elixir and Exfoliating Sorbet has a shelf life of 12 months. Pink Pearl Illuminating Eye Cream and Multi Complex Facial Oil has a shelf life of 6 months. Please store your products in a cool dry place.
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