Frequently Asked Questions

You will find a list of frequently asked questions below. We hope they address your questions/concerns. However, if you cannot find what you're looking for, please contact us directly at info@caliskin.com.au and we'll do our best to respond as soon as possible.

 

1     GENERAL

 

Where is Cali Skin based? 

Cali Skin is based in Sydney, NSW, Australia. 
  
Are Cali Skin products Australian Made? 
Yes! All of our products are Australian Made. In fact, many of our ingredients are native to Indigenous Australians, such as Lilly Pilly and Kakadu Plum, among others. 
  
Does Cali Skin test on animals? 
Certainly not! We're proudly cruelty free, which includes our products and ingredients. We absolutely love our furry friends and will never test our products on them.  
  
Are Cali Skin products vegan? 
We sure are. All our products are vegan, which means we have not included any animal-derived ingredients (i.e. honey, keratin, collagen, beeswax, etc.). Rather, our products contain ingredients derived from natural plants and minerals. 

 
You will notice we have included fragrances in some of our products, such as "Blackberry and Ylang Ylang", "Coconut Mango" and "Pink Lychee". Please note, these fragrances are deemed as safe synthetics and are not known to harm or irritate skin. These fragrances are also proudly cruelty free and vegan.
 

2     OUR PRODUCTS

 

How long is the shelf life? 

Our products have a general shelf life of up to 18 months. However, for best use and results, we recommend using each product within 3 months after opening. 
 
How should I store the products? 
Here are some helpful tips on how to best store our products: 

 
▪ Avoid direct exposure from sunlight and store below 30°c.
▪ Keep away from humid temperatures
▪ Minimise the amount of water and outside substances that enter the face mask jars
▪ Tightly close lids after use
▪ Keep out of reach of children

 
Will I experience a tingling sensation of my face while using either face mask? 
You may expect to feel a tingling sensation while using The Cleansing Face Mask or The Restoring Face Mask. This is most likely being caused by the Clay ingredients (i.e. Australian Pink Clay and Australian Kaolin), which are both known for being great for sensitive skin. Clay-based ingredients function to gently extract impure oils and toxins from your skin pores.

 
We always recommend patch testing before applying all over your face. You may also consult a GP for advice. However, if the tingling sensation persists, the product may not be suited to your skin. 

 
If you're unsure, you may prefer to try our Trial Size bundles for oily/combination or dry/normal skin. This way, you get to sample each of our products, without committing to the full-size experience. You can view our Trial Size bundles here
  
Are Cali Skin products suitable for sensitive skin? 
Our products have been formulated with natural ingredients to ensure they are suitable for all skin types, including those with sensitive skin. However, everyone will react differently. For that reason, if you are unsure how your skin will react, we strongly encourage you to patch test before use or consult a GP for advice.

 

 3     ORDER ISSUES

 

There are missing product/s in my order. What should I do?

Uh oh! Let’s sort that out for you nice and quickly 😊 Please email our team at info@caliskin.com.au and provide us with the following information.

 

▪ Your order number, which can be found in the order confirmation email

▪ A photo of the shipping label, which can be found on the satchel

▪ A photo of all the products you received

 

We’ll take a look and get back to you ASAP.

 

I’ve received somebody else’s order. What should I do?

We’re sorry for that! It’s possibly a mistake on our behalf or our chosen courier. Either way, we’re here to help you. Please email us directly at info@caliskin.com.au and provide us with the following information.

 

▪ Your name, email address and order number provided, which can be found in the order confirmation email 

▪ A clear photo of the shipping label on the satchel

▪ A clear photo of the product/s you received

 

A friendly team member will take care of it for you promptly and have the correct order on your way ASAP.

 

I’ve received the wrong product in my order. What should I do?

Whoops! That’s our bad… we’ll make it up to you, promise. Please email us directly at info@caliskin.com.au and provide us with the following information.

 

 ▪ Your name, email address and order number provided to us, which can be found in the order confirmation email 

▪ A clear photo of all products you received, including the incorrect product received

 

A friendly team member will take care of it for you promptly and have the correct order on your way ASAP.

 

I’ve entered an incorrect email address when placing my order. What should I do?

No biggie at all! Please contact our team at info@caliskin.com.au and provide us with the following information.

 

▪ The order number and original (incorrect) email address you provided in your order. This can be found in the order confirmation email

▪ Your updated email address

  

We will update your contact information and redirect all emails to your updated email address.

 

The product I received is damaged. What should I do?

Oh no! We’re so sorry for that… let us make it up to you. Please email our team at info@caliskin.com.au and provide us the following information.

  

▪ Your name and email that you provided to us when you made the order

▪ Your order number that was in the order confirmation email

▪ A clear photo of the product, showing the area that has been damaged

  

We will work with Australia Post to investigate and resolve this, while keeping you in the loop every step of the way. 

 

Can I change my order after making payment?

Unfortunately, not. However, you can still contact our team at info@caliskin.com.au and we will be happy to work towards a solution for you.

  

Can I cancel my order after making payment?

We’re sorry to see you go… if you have not received an order confirmation email, you may still be able to cancel your order. 

 

Please contact us at info@caliskin.com.au and we will do our best to assist you through this process.

 

 4     SHIPPING AND DELIVERY

 

Do you ship internationally? 
Unfortunately, not… yet 😉. At this stage, we only deliver our products within Australia. Keep an eye out for us, though, as we are always looking at new ways to get our products closer to you 😊 

 

How much does shipping cost? 
See our guide below for calculation of shipping costs.

 

Shipping Type

 Cost

Condition

Standard

$0

No strings attached!

Express

$0

Spend $55 or more and receive FREE EXPRESS SHIPPING.

Express

$15

Spend less than $55.

 
When can I expect to receive my order?
 

See our guide below for delivery time estimates. Please note, all days below are measured in business days, excluding weekends. 

  

Shipping Type

To Sydney Metropolitan

To other NSW cities

To Melbourne and Brisbane

To Adelaide, Canberra and Tasmania

Standard

Up to 2 days

Up to 5 days

2-3 days

3-4 days

Express

Next business day

Next business day

Next business day

Next business day


How can I track my order?
 

Once your order has been dispatched from our office, you should receive a shipping confirmation email, which will include a tracking number for you to track your order. You can track your order on the Australia Post website here.

 

If you have not received an order confirmation email or shipping confirmation email after a reasonable amount of time, please contact us directly at info@caliskin.com.au and provide your name and email address used to make the order, a team member will promptly assist you 😊 

 
Which carrier do you use? 
We ship our products with Australia Post. 

 
My package is lost/delayed, where is it? 
Firstly, we would like to apologise if you are experiencing an issue with your shipping. Our priority is your satisfaction and we will make every effort possible to ensure you get what you've ordered.  

 

You have several options, including the following:

  1. If you have been provided with a tracking number, you can track your order here with Australia Post to check the status.
  2. Calculate postage and delivery times here. In the “from” field, simply enter our postcode ‘2145’. In the “to” field, enter your delivery postcode.
  3. Check if a notification card is in your letterbox or under your door – your item may have been delivered to your local Post Office in your absence.
  4. Check if someone at home or work accepted the item on your behalf. Your neighbour may have also held the item safely until you arrive home.
  5. Check the address details provided to us in the order confirmation email you received. Ensure the shipping address is correct.
  6. There may be some exceptional circumstances that have led to delivery delays. Click here to see whether there are any known service delays that may have impacted your delivery schedule.

      
If you have not received a tracking number, please contact us directly at info@caliskin.com.au and provide your order number, a team member will promptly assist you 😊 

 
My tracking information indicates my order has been delivered, however I have not yet received it. Where is my order? 
It is common for tracking information to be updated slightly before the delivery takes place. In the meantime, you might want to check with neighbours or anyone at home, in case they picked up the parcel on your behalf. Otherwise, check if a notification card is in your letterbox or under your door – your item may have been delivered to your local Post Office.

 
Otherwise, it is likely your parcel will be delivered within a few days. If this time passes and your parcel is unable to be located, please contact Australia Post directly. 

 

5     PAYMENTS

 

What payment methods are accepted?

 

We accept payment from the following payment providers: 
 
▪ PayPal
▪ Mastercard
▪ VISA
▪ American Express
▪ Apple Pay
▪ Google Pay
▪ Shopify Payments
▪ Afterpay* 
  
* Afterpay is a ‘buy now, pay later' option, which allows you to pay for your purchase over 4 instalments due every 2 weeks.
  
Want to learn more about Afterpay? View their website here.

 

I didn't receive my order confirmation email. How can I be sure my order was successfully processed?

Sometimes, it can take up to a few hours for order confirmation emails to be delivered - please be patient during this process. We don't recommend placing a duplicate order during this time. 

 

Please check your spam/junk folder, just in case the email landed in there. If so, add us to your safe senders list and move the email to your inbox to help prevent this from happening in the future. 

 

If you still haven’t received an order confirmation email after some time, please contact our friendly team at info@caliskin.com.au and provide us with your name and email address used to make the order. 

 

Your order confirmation email will contain all the relevant information you need at that point, including the order number, your personal details, shipping address and items purchased.

 

You can expect to also receive a follow up shipping confirmation email to let you know your order is on the way once it has been dispatched from our office. You will be provided with a tracking number for you to keep in the loop with the location of your order. You can use the tracking number on the Australia Post website to track your order here.

    

6     REFUNDS AND RETURNS

     

 What is your refunds & return policy?

Cali Skin is Australian based, trading under Cali Skin Pty Ltd (ACN 633 620 934). Therefore, we operate under Australian Consumer Law, which is regulated by the Australian Competition and Consumer Commission. This means that as a customer, you are afforded product guarantees that ensures you will be provided with a remedy (refund, replacement or repair) if we do not meet one or more of those guarantees.

  

Due to the nature of our products, for hygienic reasons, we will only accept returns within 14 calendar days of purchase under the below conditions for certain issues.

▪ The product must be unused and unopened. This includes the clear seal being untampered

▪ There must be no visible signs of wear and tear

▪ There must be no signs of damage to the product by yourself (if damage has been sustained in transit, please refer to “Order Issues” section and read the FAQ discussing what to do if your product is damaged)

 

Issue

Outcome

Condition/Procedure

Return shipping cost

Change of mind

Ineligible.

N/A

N/A

Wrong selection of products made

Eligible for refund.

You must satisfy the above conditions.

You must first make an order for the replacement product you intended to first purchase.

Covered by customer.

Received an incorrect product

Eligible for replacement.

You must satisfy the above conditions.

You will send back the incorrect product to us first and we will return the correct product to you at no further cost.

Covered by Cali Skin.

Product/s missing from your order

Eligible for replacement.

We will send out any missing products to you at no further cost.

Covered by Cali Skin.

Allergic reaction

Eligible for refund.

You will email us photos of the allergic reaction and a brief description within 14 calendar days of purchase.

You will not be required to return the product.

N/A

Damaged goods

To be determined.

You will send the damaged product to Australia Post for assessment and they will decide on an outcome.

Covered by customer, to be refunded the amount by Australia Post if eligible.

  

For all returns, please address the return to:

  • Address: 16/5-13 Parsons Street, Rozelle NSW 2039 
  • Attention to: Cali Skin Pty Ltd.

 

Do you cover the shipping cost if I return an order?

Please see the FAQ table above.

  

My payment details have since changed – what happens to my refund?

That’s fine! Simply provide us with your updated account details (i.e. name of bank, account name, BSB and account number) before we process your refund.

  

When can I expect to receive my refund?

Generally, refunds should be received within 5 business days. You will need to contact your bank to confirm when to expect the refund in your account.

    

I had an allergic reaction – can I receive a refund?

Our product ingredients have been displayed at the forefront of our website for you to determine whether there are any ingredients that your skin might not agree with. We encourage you to check out our product ingredients before purchasing if you are unsure.

 

If you have had an allergic reaction to one of our products, please send us some photos and a brief description within 14 calendar days of purchase to info@caliskin.com.au. You may be entitled to a refund in this circumstance.