shipping & delivery
How much does shipping cost?
Standard shipping: $7.50
Express shipping: $12.50
Standard shipping is free for orders over $40 and express shipping is free on orders over $80.
Your custom international rate will be shown at checkout after you have entered your delivery address! Note: Orders sent to destinations outside of Australia may incur additional tax and/or customs charges when they arrive. Please check any import fees you may be liable for before ordering.
How long will it take for my order to arrive?
Standard: 2-5 business days
Express: Next day delivery (on orders placed before 10AM)
Standard: 4-7 business days
Express: 1-2 business days
5-14 business days
Can I change my shipping address after I place my order?
After you place your order, you have 30 minutes to make a final decision on where you want your precious tbh parcel to be delivered. After that, your parcel is most likely packed and ready to leave our warehouse, because we’re super speedy like that.
How do I track my order?
Once your order has departed and is on its way to you, you will receive an email with all of the deets… including a tracking number. Easy peasy! Watch your delivery all the way from our place to yours (we know you will)!
Can I change or cancel my order after I have placed it?
Ah no, you aren’t allowed to suddenly decide you don’t want tbh anymore??? Just kidding. We might be mildly offended, but you have 30 minutes before we pack and ship your order to decide you suddenly don’t like us anymore. #itsnotyouitsme
What payment methods do you accept?
Almost everything under the sun! We accept most major credit and debit cards, so whip out your current favourite; chances are we’ll take it!!
Can I use buy now pay later platforms?
Is the grass green?! Why wait to buy tbh when you can just have it now??!!! We accept Afterpay and Klarna!
refunds and returns
I changed my mind. I don’t want my order anymore.
Want to break up with us? You’ve got 30 days to do it.
Any item purchased directly through our website can be refunded if it is returned within 30 days of purchase. To be eligible, your item(s) must be unused and in the original packaging in which you received it.
Unfortunately, we do not offer a refund on opened or used products and do not offer exchanges online.
To return the unused order, please send it back to:
tbh Skincare Pty Ltd
Suite 2, Level 13, 68 York Street
Sydney NSW, 2000
Shipping costs are the responsibility of the customer and are non-refundable.
(We recommend using a tracked service to return the goods)
We will notify you once your return has been received and approved. The refund will be processed to the original method of payment.
If you have an issue with your product or delivery, please contact us to discuss your options at firstname.lastname@example.org (please include your order number and product details in the email).
I didn’t see results. I feel cheated!
If your skin said ‘not for me hun’ don’t stress...
We have a very generous 60 day money back guarantee! Please note this is only eligible on products purchased directly through our website.
In order to be eligible for this, please read the criteria below:
- Claim must be made after 60 days of purchase
- Time stamped images to be provided when treatment commenced to date of guarantee (minimum of 4 staged images to show no progress with the treatment)
- All remaining items must be returned to tbh Skincare for quality testing. Return shipping costs are the responsibility of the customer and are non-refundable
If you want to claim our 60 day guarantee, please complete the refunds form or contact us at email@example.com
Do I use the cleanser morning and night?
Yes, washing your face twice a day is such an important part of your ‘breaking up with acne’ regime!
Is the cleanser suited to all skin types?
Yes, our cleanser is hydrating whilst still being suited to the oily skin types! It is also suitable for those with sensitive skin too! We recommend patch testing the anti-bacterial cleanser if you typically have quite sensitive skin!
The spot treatment smells slightly alcoholic. Why?
Our tbh spot treatment contains Isoproply Alcohol, which is why you might be getting that smell! The Isoproply Alcohol is used as a ‘solvent’ in our treatment, which means it is used to dissolve other ingredients within the formula. We have written up an entire feature on Isopropyl Alcohol which you can find in our blogs section of our website. This should answer any of your questions about this ingredient!
How quickly can I expect to see results?
This depends on what type of acne you are experiencing, and what skin type you have. To find out what category your sit in (and what results you can expect) take our skin quiz!
Is the spot treatment suited to sensitive skin?
Yes! Our spot treatment is a targeted formula for tackling breakouts, yet is still gentle on the skin. We do recommend patch testing the product on a smaller surface of your skin first if you typically have sensitive skin.
Is the spot treatment suited to dry and oily skin?
YES, our cream works on all skin types!
Can I use the spot treatment with other topical treatments?
You can use the cream alongside a daily moisturiser, and we actually recommend that you do so! A moisturiser should be applied after the acne hack cream (once this has soaked into your skin completely). We do not recommend mixing the tbh cream with other active topical treatments, such as additional AHA or retinol products. The spot treatment is a very specific formula and when initially starting your trial of the product it is best to limit the amount of active ingredients you are using on your skin! You can look at adding these back into your routine once your skin has adjusted to the cream.
Can I use the spot treatment on my chest and back?
Yes! Our tbh acne hack spot treatment works really well on acne anywhere on your hot bod. If you have acne on your back and chest, apply the formula in the same way you would on your face to these areas.
Can I use the spot treatment while I am on an oral treatment for my acne?
Yes, you can use tbh acne hack spot treatment as a topical treatment whilst using other oral treatments for your acne! However, we do not recommend using the spot treatment alongside Roaccutane and advise that you check with your healthcare professional first before combining this with any other prescription treatment.
Are there any warnings associated with the spot treatment?
Please read the label before use.
- Avoid contact with eyes.
- Keep out of reach of children.
- Use in children under 12 years is not recommended.
- If you have sensitive skin, test this product on a small area of skin first.
- May increase sensitivity to sunlight.
- Wear hats and eyewear when expo sed to the sun.
- If irritation develops, discontinue use.
- If symptoms persist, talk to your healthcare professional.
Where are tbh products made?
Most of our product range is made right in our own backyard - Australia!
Are the products cruelty free?
YES, absolutely! Our products are not tested on animals. We love a floofy friends, and we really don’t think they need tbh products anyways…
Do you sell tbh anywhere else?
We do! You can head to your local Coles or Priceline stores to find our range! Please note that products purchased in store are not eligible for a refund in line with our refund policy.
Can I use the products while I am pregnant?
Yes, tbh products are baby bump friendly!
How can I sign up to the mailing list?
Scroll down to find our 'let's be besties' section on our homepage to sign up!
How can I unsubscribe from your email list?
Was it something I said? You can block me, unfollow me, break my heart by following the unsubscribe link in the footer of your emails from tbh skincare.
I want to get in touch with PR
Yes, hiiii! Contact our PR agency at firstname.lastname@example.org
I want to work at tbh
We don’t blame you - doesn't everyone?! Follow us on socials to see when we are hiring!
didn’t find what you were looking for?
how do I get in contact with you to get my question resolved?
We love a chat and we love to help. To contact our friendly team, please email email@example.com