faqs

list of Product and Technical FAQs.

  • shipping & delivery
    • How much does shipping cost?

      AUSTRALIAN ORDERS:

      Standard shipping is free for orders over $60 and express shipping is free on orders over $100.

      Standard shipping: $6.99

      Express shipping: $10.00

      INTERNATIONAL ORDERS:

      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?

      AUSTRALIAN ORDERS:

      Sydney metro

      Standard: 2-5 business days.

      Express: Next day delivery (on orders placed before 10AM)

      Other

      Standard: 4-7 business days

      Express: 1-2 business days

      INTERNATIONAL ORDERS: 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

  • payment
    • 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 Afterpay?

      Is the grass green?! Why wait to buy tbh when you can just have it now??!!! Yes we accept Afterpay!

  • 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 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

      5/7 Queenscliff Road

      Queenscliff

      NSW, 2096

      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 hello@tbhskincare.com (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 60 day guarantee on our OG and boujee bundle. If you purchased one of these you are eligible for our guarantee. 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. Shipping costs are the responsibility of the customer and are non-refundable

      If you want to claim our 60 day guarantee, please contact us at hello@tbhskincare.com

  • acne hack cream
    • How much cream should I apply?

      About the equivalent of a 10c piece. As much as you need to apply a thin layer of the cream to the total surface area of your face.

    • Is it better to apply the acne cream at night or in the morning?

      It is up to you, however we would recommend applying it at night so that you can get uninterrupted benefits of the cream, without makeup or other products over the top. However, our cream does work underneath makeup if you wish to apply it in the morning.

    • The cream stings my face. Is that normal?

      YES, you are normal. Our cream may sting your skin if you have any open sores. Don’t freak, this isn’t damaging your skin. Our cream doesn’t strip your skin of any healthy bacteria and doesn’t contain any of those nasties chemicals.

    • The cream smells slightly alcoholic. Why? Is that bad?

      Our tbh cream contains Isoproply Alcohol, which is why you might be getting that smell! The Isoproply Alcohol is used as a ‘solvent’ in our cream, which means it is used to dissolve other ingredients within the formula. It is not an active ingredient used on your skin and isn’t damaging to the skin.

    • How fast 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 cream suited to sensitive skin?

      Yes! Our cream is a targeted formula for tackling acne, and is gentle on the skin. We do recommend testing the cream on a smaller surface of your skin first if you have sensitive skin. This way you can double check your skin won’t get into a nasty argument with our cream before applying it to the entire surface of your face

    • Is the cream suited to dry and oily skin?

      YES, our cream works on all skin types #yourewelcome

    • Can I use the cream with other topical treatments?

      We do not recommend mixing the tbh cream with other topical treatments, as the cream is a very specific formula and we cannot guarantee its effectiveness if mixed with other (non tbh) ingredients!

    • Can I use the cream on my chest and back?

      Yes! Our tbh acne hack cream works really well on acne anywhere on your hot bod. If you have acne on your back and chest, apply the cream in the same way you would on your face to these areas.

    • Can I use the cream while I am on an oral treatment for my acne?

      Yes, you can use tbh acne hack cream as a topical treatment whilst using other oral treatments for your acne! However, it would be silly of us to not recommend that you check with your healthcare professional first.

    • Are there any warnings associated with the product?

      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.
  • acne hack cleanser
  • acne hack cleansing brush
    • Is this suited to sensitive skin?

      Yes, our facial cleansing brush has 7 different speed modes so you can adjust the intensity of the cleanse to what suits your skin type.

    • How frequently should I use it?

      Every time you cleanse! Our cleansing brush is designed to ensure you get the maximum benefit out of our tbh products, so you should use it every time you pick up your tbh cleanser.

    • Where should I store it?

      The acne hack cleansing brush is best stored in a dry and well aerated place. When travelling, keep it in your handy and environmentally friendly canvas bag!

    • How long does the battery last?

      The battery will last for 5 hours of face washing. That’s about 300 washes (if you’re washing your face for a full minute each time)!

    • I lost my charger. How do I get another one?

      Unfortunately, we do not sell individual chargers.

      Bathroom draw? Bed side table? Makeup bag? Jacket pocket?!?!? TRACK YOUR STEPS!!

  • about us
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