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FAQS

How long does shipping take?

Shipping is FREE and TRACKED.

Disclaimer: We humbly ask 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 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 in the delivery of your parcel. We urge customers to contact your local post office for assistance.

Shipping within USA takes between 5-8 business days.

Shipping within UK and Canada takes between 8-12 business days.

Other countries take between 15-25 business days (depending on your local post services).

DELIVERY RULES:

*Please make sure your delivery address is correct to avoid delays.

*Once the order has been dispatched, it’s no longer possible to make changes on the shipping address. We encourage everyone to always double-check the address before placing the order.

*We do not grant refunds if an item is in transit.

*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 money-back guarantee?

Yes! We do have 30 days money-back guarantee which means we could give you a refund if you won't be happy with the results AFTER 1 month of using our products. The customer should use the products consistently within 30 days.

We will refund you and $10 for the shipping cost will be deducted from your total purchase.

What if I get an allergic reaction from using the products?

We will be happy to refund you as long as you provide us photos of your skin.

How often do I use Alya Skin products

The Micellar Foaming Cleanser and the Australian Native Berries Moisturiser can be applied twice-a-day.

You can use the Pomegranate Facial Exfoliator and Pink Clay Mask for 3-4 times per week for the best results. But if you have sensitive skin, you can use it twice a week. .

Am I still able to use this product as my skin gets irritated easliy?

Yes! The Alya Skin mask doesn’t use any nasty ingredients. If you’re worried, you can always consult with your GP or test the mask on a small patch of skin.

Are you FDA Approved?

Yes! All our products are FDA approved. We use the highest quality ingredients to bring about the best results for your skin.

Will I breakout after using the mask?

Firstly, do not panic!

It is completely normal if you breakout after using the mask, this just means that the mask is working! Just be sure to moisturise after you have removed the mask.

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 our live chat.

How do I remove the mask?

We recommend using a hot towel to remove the mask, and then we recommend moisturising once the mask is removed to ensure your skin will feel soft and smooth!

Will the mask assist in the removal of acne spots?

Yes! Our mask will gradually assist in the removal of Acne spots. Our mask contains ingredients that help to remove pollutants and build up on the skins surface. This will assist in the removal of pimples and acne.

Are all the ingredients in Alya Skin vegan friendly?

We do not test our products on animals, and best of all, our products are vegan friendly.

What happens if I do not collect my parcel?

If your parcel is not collected from missed delivery, then it will be sent back to our warehouse. If you want to have it re-shipped, there will be a reshipping fee of $10 USD. If you would then like a refund, we will refund you the amount of your order minus $20 for the processing & return shipping costs as it is not our fault that you did not receive your parcel.

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 want to have it re-shipped, there will be a reshipping fee of $10 USD. If you want to be refunded, we will refund you the amount of purchase minus $20 for the shipping fee To and From your country as it is not our fault that you did not receive your parcel.

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. It also prevents the growth of microorganisms.

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 products have a typical shelf life of 36 months.

Checkout Settings

Our checkout displays in USD as it's a global currency and Shopify only allows the USD currency at checkout. We display multiple currencies on the product page and home page so you can see how much it works out to be in your currency. However, the displayed currency amount is just an approximation, not the exact exchange rate as all banks offer different exchange rates. You will be charged in the most current exchange by your bank.

I'm entering into the most happy period of my life. (I'm pregnant) - can I use the Alya Skin face mask?

We wish you all the best with your pregnancy! Yes, our products are safe for you to use! If you have serious concerns, you can consult your GP prior to use. 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?

It is known that clay masks and facials drink your skin! 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 it doesn’t 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 support@alyaskin.com - please 'WHOLESALE' in the subject line and a member of our wholesale team will get back to you asap!

Will I have to pay duties and VAT charges?

If you are located in EU, you may receive duty and VAT charges upon import. Alya Skin has no control over these charges - it is entirely up to the local government / border security and customs office.

If you refuse to pay the additional fees at the time of delivery, then your shipment will be returned to us. At that point in time, Alya Skin agrees to refund your purchase cost (minus shipping cost to and from your country).

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