Frequently Asked Questions | Alpha-H Clinical Skincare

Have a question? Talk live with our Customer Care team via the live chat button. Monday to Friday 8:30am – 4:30pm AEST

Ordering Online

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.

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.

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

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 via Live Chat.

If you are missing something from your order, please get in touch with us via Live Chat or the Contact Us form and we will investigate for you.

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

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

Shipping and Delivery

Please refer to our Shipping Page here.

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.

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.

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.

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.

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

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

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

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.

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.

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.

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.

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?

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.

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)

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

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.

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

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.

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.

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.

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.