Alpha-H Skin Care FAQ

FAQs

Should you not find your question below, get in touch with our Customer Care team or give us a call on 1800 659 777 (Monday to Friday 8:30am – 4:30pm AEST). For anything relating to shipping and returns check out their relevant pages.

Ordering Online

What payment options do you offer?

We accept all major credit and debit cards, except AMEX. If you are purchasing from within Australia, PayPal and AfterPay are also available to you.

Are there any hidden taxes or fees?

All of our prices are inclusive of tax/GST. If you are ordering from overseas, we cover all local duties and taxes incurred on arrival, so you aren’t surprised with any hidden fees.

Can I check the status of my order?

Once your order has been processed and is ready to ship, you will receive a shipping confirmation email with a unique tracking number.

For Australia Post delivery, you can track your order here.

For FedEx delivery, you can track your order here.

My promotion code isn’t working

Our promotion codes are case sensitive, so please check that you are entering it exactly as it’s written. If it’s still not working, please get in touch with us here.

My order is missing an item

If you are missing something from your order, please get in touch with us here and we will investigate for you.

Can I change or cancel my order once I've placed it?

If you would like to cancel your order, you may do so within 24 hours of purchase. Contact our customer care team here if you would like to cancel your order. 

 

What should I do if I’ve had an allergic reaction?

Please contact our customer care team here and complete the form.

Shipping and Delivery

Where do you ship to?

Please refer to our Shipping Page here

What shipping carriers do you use?

We ship all Australian domestic orders with Australia Post and all international orders with FedEx Priority.

My order hasn’t arrived

For domestic orders, please Track your parcel to see where it is.

If your address is unattended at the time of delivery, your parcel will be left in a safe place (unless it requires a signature or it is unsafe to do so). In the event the parcel isn’t left at your address, a call card will notify you to pick up the parcel from your nearest Australia Post outlet. You will require ID to pick up your parcel.

Didn’t get a call card? Sometimes the postie forgets to leave one. Be sure to check your local post office or mail centre to see if they are holding it there for you. You will be required to produce ID. 

For International Orders, track your parcel with FedEx here.

How do I find my tracking number?

Once your order has been processed and is ready to ship, you will receive a shipping confirmation email with a unique tracking number. If you can’t find the email with your tracking number, please get in touch with us here and include your order number.

How much does delivery cost?

Within Australia:

STANDARD $9.50

EXPRESS $12.50

FREE STANDARD SHIPPING ON ORDERS OVER $150

 Standard orders placed Monday to Thursday will be processed the next working day. Any order placed after 11am on Friday will be processed the following Monday. We do not ship on weekends.

 *To qualify for express delivery, your order must be placed prior to 2pm AEST Monday to Thursday and is subject to the Express Post Guarantee. If placed past this timeframe, your order will be processed the next business day (e.g. orders placed on Friday will be processed the following Monday).

International orders  

U.S.A / ASIA PACIFIC $28.00 AUD

EU / UK €6.99 / £6.99

We ship all international orders with FedEx priority. We also cover the cost of all duties, taxes and fees your delivery might incur on arrival.

For more information, please refer to our Shipping Page here

Returns and Refunds

How do I return a product from Alpha-H.com?

If you change your mind, you can return any products which have not been opened or used.  Please see the return process here.

Alpha-H cannot accept returned goods that we reasonably believe have been used, except due to any unfavourable skin reaction (photo of reaction is required) or simply due to change of mind. 

Unless the product is deemed faulty, Alpha-H will not accept returns based on packaging changes. Please note that packaging may vary from region to region, and from the time of purchase to the time of delivery.

Returning products from unauthorised stockist

Due to the nature of our business, we do not guarantee or provide returns on any product purchased through an unauthorised stockist. This includes the sale of Alpha-H products on eBay or OzSale.com.au.  Alpha-H is not responsible for any transactions made through these sites. 

We urge our customers to purchase our products from our authorised stockists only.  You can find a list of Official Stockists here and Official Online Stockists here.

If you have any concerns or questions about a particular online retailer who does not appear listed on our Official Stockists page, please contact us via this form

What do I do if I receive a faulty, or incorrect product?

If you have received a product which you believe is faulty or incorrect, please contact us here.

My order is missing an item.

If you are missing something from your order, please get in touch with us here and we will investigate for you.

Using Alpha-H Products

I am new to Alpha-H, where do I start?

If you’re not sure where to start, we recommend trying our 5 Piece Sample Kit. You can select five deluxe sample-size products from our range to create your own bespoke skincare regimen. 

Of course, if you have any questions regarding which of our products are most suitable for your needs, you can contact us or book in a virtual skincare consultation with one of our trained skin therapists.

How do I use products with Retinol?

Retinol works by increasing your skin’s natural renewal processes, almost like exfoliating from the inside-out. Retinol is designed to be used in the evening and we strongly recommend applying a broad-spectrum SPF in the morning, as your skin will become more sensitive to UV damage.

We recommend starting with our gentle Vitamin A and for those more experienced with Retinol, our Beauty Sleep Power Peel

Which products can I use while pregnant or breastfeeding?

You can use all Alpha-H products when pregnant or breastfeeding, EXCEPT any products that contain the active ingredients Vitamin A, Vitamin A derivatives (Retinol) or Salicylic Acid.  

Click here to shop the products safe for use. 

If you have any questions regarding which of our products are most suitable for your needs during this time, you can contact us or book in a virtual skincare consultation with one of our trained skin therapists. 

Which products can not be used whilst pregnant or breast-feeding?

We advise you NOT to use the following products during pregnancy or while breastfeeding: 

Products within our range which contain Vitamin A:Vitamin A 0.5% Serum, Beauty Sleep Power Peel, Multivitamin Super Cream and Midnight Reboot Serum (Coming Soon)

Products within our range which contain Salicylic Acid:Clear Skin Daily Face and Body Wash, Clear Skin Daily Hydrator Gel, Clear Skin Blemish Control Gel and Clear Skin Tonic

Can Alpha-H products be used whilst I’m on Roaccutane?

When using Roaccutane/Accutane or other prescribed acne medication, it’s important to avoid any type of exfoliant, including Retinol/Vitamin A, Glycolic Acid and Salicylic Acid.  But rest assured there are plenty of Alpha-H products you can use during this period. 

Is a tingling sensation normal when using Alpha-H products?

It is normal to experience some tingling when you start using Alpha-H products that contain accelerating acids. Ingredients like Glycolic Acid or Salicylic Acid stimulate deep within the skin when suspended in low pH formulations. Equally,  don’t fret if you stop experiencing sensitivity after awhile – it doesn’t mean that the product is no longer working; just that your skin has become accustomed to more active ingredients. 

What should I expect when using glycolic acid for the first time?

Depending on the strength of the formula you are using, you may feel nothing at all, or you may feel a slight tingle as the acid penetrates the skin. Glycolic Acid works to dissolve the proteins that bind skin cells together on the surface, assisting in exfoliation and encouraging skin renewal. 

If you’re using Glycolic Acid products at night such as Liquid Gold, you may wake in the morning with a slight residue  on your face – this is the dissolved proteins. To bring the “Liquid Gold effect” to the fore, simply wash your face with a pH-balanced cleanser.

Are Alpha-H products suitable for sensitive skin?

Yes. Our comprehensive range includes not just active cosmeceutical products; we also have products that do not contain actives and are perfect for sensitive skin. Click here to shop the products suitable for sensitive skin. 

How do I know when my product will expire?

Every Alpha-H product stipulates a PAO (period after opening) date on the packaging. The recommended PAO date is denoted by an open jar symbol. Any unopened products have a shelf life of 3 years. 

 If you would like to know the specific date of a product that you have purchased, please complete the batch number / enquiry form on our website here

I had a reaction to an Alpha-H product, what should I do?

A lot of our products do contain high concentrations of active ingredients and sometimes, if the skin is not prepared, reactions can occur. 

We would advise immediately discontinuing use of the product. 

It’s really important to ensure your skin is balanced and at a neutral pH level before you apply active products to minimise the risk of irritating your skin, which is why we recommend starting your Alpha-H journey with our Balancing Cleanser, formulated to restore your skin to its natural pH of 5.5 and boost its resilience before the introduction of accelerating acids. 

Please get in touch with us and we can assist you further.

How are the products made?

Are your products cruelty-free?

Absolutely. Alpha-H does not conduct product or ingredient tests on animals, or engage any third-party companies to perform animal testing on our behalf. 

Are your products gluten-free?

Some, but not all, of our products are gluten-free. 

The following products are NOT gluten-free:

  •   Liquid Gold 24 Hour Moisture Repair Cream
  •   Absolute Eye Complex
  •   Liquid Gold Ultimate Perfecting Mask
  •   Liquid Gold Firming Eye Cream
  •   Essential Hydration Cream
  •   Instant Facial
  •   Vitamin B
  •   Beauty Sleep Power Peel
  •   Essential Hydration Concentrate

If you have concerns regarding gluten, please ask your doctor.

Are your products vegan?

Alpha-H is cruelty-free and never tests its products on animals.

 While the majority of our products are free of animal by-products, Alpha-H is not a wholly vegan brand.  Shop our vegan products here.

Some of our products contain ingredients of animal origin. These ingredients are beeswax,  silk extract and hydrolysed collagen (marine collagen).  Those non-vegan friendly products include:

  •   Balancing Moisturiser and Gentle Exfoliant – contains hydrolysed collagen (marine)
  •   Clear Skin Daily Moisturiser – contains hydrolysed collagen
  •   Absolute Lip Perfector – contains beeswax (cera alba)
  •   Absolute Lip Perfector Nude Blush – contains beeswax (cera alba)
  •   Liquid Gold – contains hydrolysed silk extract
  •   Liquid Gold Rose – contains hydrolysed silk extract
  •   Liquid Gold Firming Eye Cream –contains hydrolysed silk extract
  •   Liquid Gold Rose Hand Cream – contains hydrolysed keratin
  •   Liquid Gold Rose Perfect and Plump – contains beeswax (cera alba)
  •   Essential Cleansing Balm – contains beeswax (cera alba)

What is Alpha-H’s policy on palm oil?

Alpha-H limits the use of palm oil and selects only certified sustainable Roundtable on Sustainable Palm Oil (RSPO) suppliers. 

Where are Alpha-H products made?

All of Alpha-H’s products are made with love in Australia and the majority are manufactured at our head office on the sunny Gold Coast in Queensland. 

Do Alpha-H products contain microbeads?

Alpha-H discontinued the use of Polyethylene Beads in 2015, replacing them with environmentally-friendly and biodegradable Jojoba Beads and Bamboo Powder.

Do Alpha-H products contain potentially harmful ingredients like parabens?

No, Alpha-H is very serious about clean formulations. No nasties such as parabens, sulfates, SLS/SLES, phthalates or mineral oil are used in our products.

For more information, see our Clean Formulating Guidelines.

Do your SPF products contain Oxybenzone / Benzophenone 3?

Our Protection Plus Daily SPF50 does contain Oxybenzone (also known as Benzophenone 3) as it has superior UV absorption capabilities and does not impact the semi-matte texture of the product. 

If you’re concerned about Oxybenzone in your SPF, try our Daily Essential Moisturiser SPF50 instead as it does not contain Oxybenzone/Benzophenone 3.

Are your ingredients locally sourced?

Our ingredients are sourced globally, but wherever possible we try to source locally. Some of favourite local ingredients include: Lime Pearl (extract from Caviar Lime), Tazman Pepper, Jojoba, Macadamia, Tea Tree, Eucalyptus and Aloe Vera. 

Why does Liquid Gold contain Alcohol Denat?

If you’ve ever had a medical-grade facial such as a peel or laser, you’ll know that the first thing they do to your skin is swab it with pure alcohol. This is not only to clean the skin but also to remove excess oil from the surface that may prevent active ingredients from penetrating properly. The same science is at work in the formulation of Liquid Gold.

How sustainable is your product packaging?

The majority of our primary product packaging (bottles and tubes) is made from 35% post-consumer recycled materials and is 100% recyclable. Our product boxes are made from sustainably sourced 100% FSC stock and are  also 100% recyclable. Our shipper boxes and protective padding are made from 70% FSC stock and are 100% recyclable.

Stockist Information

How do I find my local stockist?

You can find your local Alpha-H stockist here

How do I become a stockist?

To enquire about becoming an Alpha-H stockist, please get in touch with us here and we will get back to you shortly.