How long does shipping take?
Disclaimer: We humbly ask for your understanding and patience due to the current Coronavirus situation. Standard shipping will be delayed for all countries. We will continue to work to deliver products as soon as possible while we keep our close attention on the situation.
We sincerely apologize for any inconvenience and thank you for your understanding. Alya Skin will always pursue a better quality of service.
We use Australia Post to deliver our parcels to AUS and NZ.
Shipping within AUS takes between 2-7 business days, while 5-10 business days in NZ.
To the USA and all other countries, we use UPS as a carrier from our warehouse, however, once it arrives in your country, it will be handed over to your local post services. They will be responsible for the delivery of your parcel. We urge customers to contact your local post office for assistance.
Shipping within the USA takes between 5-8 business days.
Shipping within the UK and Canada takes between 8-12 business days.
Other countries take between 15-25 business days (depending on your local post services).
Please make sure your delivery address is correct to avoid delays.
Once your order has been dispatched, it’s no longer possible to make changes on the shipping address. We encourage you to always double-check your address before placing your order.
We can not grant a refund if your item is in transit.
For all re-delivery of returned orders due to an incomplete, incorrect address or uncollected parcels, the customer is responsible for additional shipping charges to have the order re-shipped to the correct shipping address.
FOR UAE customers, please provide your PO BOX address as your order will be delivered by Emirates Post.
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 our products. We do require before and after photos to understand your concerns, 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 photos of your reaction. If you have known skin allergies, we suggest consulting your GP or testing the mask on a small patch of skin either inside of your elbow or behind your ear.
$10 for shipping cost will be deducted from all refunds.
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 delivery or return your order back to us for a refund. $10 for shipping cost 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 firstname.lastname@example.org 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.
Am I still able to use this product as my skin gets irritated easily?
Yes! Our Alya Skin mask doesn’t contain any nasty ingredients. If you’re worried, we suggest consulting your GP or testing the mask on a small patch of skin either inside of your elbow or behind your ear.
Will I break out after using the mask?
The Kaolin clay in our Pink Clay Mask detoxifies the skin by pulling out impurities from beneath the skin's surface. As the clay pulls all these nasties from below, you may find your skin breaks out. Don't panic! This is your skin detoxifying and the Pink Clay Mask doing it's job. Be sure to moisturise after you use the mask and you'll be on your way to brighter, clearer skin in no time!
What is Pink Clay?
Pink clay is a form of kaolin clay and is a combination of white clay and red clay, safe for all types of sensitive skin!
Red kaolin clay is great for very oily skin while white kaolin clay is the opposite and is mild on the skin. Therefore, pink clay is the perfect combination of both these clays. Pink clay helps to restore and replenish skin with moisture while also drawing out impurities. It is safe for sensitive skin but still delivers amazing results, almost instantly.
Pink Kaolin Clay is rich in silica, which will help to improve skin elasticity and cell renewal for glowy, younger-looking skin. Silica also works as a natural anti-inflammatory substance that assists with retaining moisture. As well as silica, Pink clay is also rich in minerals such as kaolinite and calcite. We source our Pink Clay from Australia.
Is redness after using my clay mask normal?
Yes, redness after a clay mask application is normal. Your face may go red because pink clay brings blood to the surface of your skin while it's pulling out impurities from your skin :)
Here are a couple of things that may help with your redness.
- Don't use hot water to rinse off your mask, use lukewarm water
-Try not to leave the mask on for more than 15 minutes. If it is completely dry and cracked then it has been too long. Ideally, it should be slightly tacky to touch - 10 minutes is all you need to see results.
- Use a soft damp face towel to remove the mask, if it is dry or too rough, you may damage your skin and cause more redness. Remember the skin on your face and neck is delicate!
- Avoid applying moisturizer straight away, always moisturize after your clay mask applications however please wait around 15 minutes to let your skin breathe.
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.
How do I remove the mask?
We recommend using a warm towel to remove the mask. We recommend moisturising once the mask is removed to ensure your skin stays hydrated.
Are all the ingredients in Alya Skin vegan friendly?
We love our furry friends and do not test our products on animals, and best of all, our products are vegan friendly too.
We are PETA certified and approved.
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.
What happens if I enter an incorrect/incomplete address at the checkout?
If your parcel is undeliverable due to an incomplete or incorrect address, it will be sent back to our warehouse. If you wish to have it re-shipped, there will be a re-shipping fee of $10 USD. If you wish to be refunded, we will refund you the amount of your purchase minus $20 for the shipping fee to and from your country. We are not held liable if you enter an incomplete or incorrect address.
Is it correct that all skin care products contain preservatives?
Correct! Preservatives are necessary in order to make sure that your skincare stays at its most effective in different climates and environments. We have however, kept preservatives to a bare minimum – it is in our best interest to ensure the efficacy of our product and also ensure that furry bacteria doesn’t grow inside your Alya Skin mask.
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. Please store your products in a cool dry place.
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!
Is this company based in Australia?
We are based in Melbourne, Australia. We ship from two locations, Australia and USA. Depending on stock levels, your order will be shipped from either of our two warehouses.
How do I purchase wholesale?
To place a wholesale order, please email email@example.com and a member of our wholesale team will get back to you asap!
Will I have to pay additional duties, VAT or other charges?
Some countries (such as those located in the United Kingdom or the European Union) charge duties or Value Added Tax when goods are imported. Alya Skin has no control over and is not responsible for any of these charges. These charges are imposed by and controlled by local governments, border security and/or customs authorities and can be added randomly.
It is your responsibility to pay any duties, Value Added Tax or other similar charges. If you refuse to pay these additional amounts then your delivery will be returned to us. Provided that the product is still in its original condition, Alya Skin will refund you the cost of your purchase (minus the costs of shipping to and from your country).