Have a question? Talk live with our Customer Care team via the live chat button. Monday to Friday 8:30am – 4:30pm AEST
Shipping and Delivery
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.
Returns and Refunds
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.
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.
Using Alpha-H Products
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.
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.
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.
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.
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
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.
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.
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?
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.
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)
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.
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.