FAQs

Are you Cruelty Free?
Yes! Unless you count testing on family and loved ones.

Are your products vegan?
Yes, our current range is vegan. 

Are your products gluten free?
Yes, our products are gluten free. We use colloidal oatmeal in our night barrier cream which does not contain gluten.

Are your products fragrance free?
Our day and night products contain allergen-free fragrance. Our cleanser has the natural scent of Australian white cypress.

Do you use preservatives?
Yes! They are essential ingredients that stop or slow the growth of harmful microbes such as bacteria and mould in products. We use preservatives in accordance with their safe regulatory limits.

Are your products manufactured in Australia?
Yes, we are Australian founded, we use Australian suppliers and are engaging Australian family owned manufacturers. We source everything except our recycled plastic bottles from Australia.

Are your products safe?
Yes! All of our ingredients are on the registered list of safe cosmetic ingredients and are used within regulatory limits.

Are your products suitable for sensitive skin?
Yes - tried and tested on sensitive skin including our own. Our actives are designed for sensitive skin, and we use allergen-free fragrances.

What is your packaging made of?
Our bottles are made of 30% PCR (recycled plastic) and our cartons are made from FSC cardboard. The FSC certification indicates the wood is sourced from responsibly harvested forests.

Is the packaging recyclable?
Yes, our products are 100% recyclable. The recycling instructions are on both the box and bottle.

Is your packaging refillable?
Not for now. We use airless pumps for our products as this is the lowest risk for microbial contamination.

SHIPPING

How long do orders take to be delivered?
Generally 3-5 business days. If there are significant delays advised by our carrier we will notify you within 3 days of processing your order.

Do you offer free shipping?
We offer free standard shipping within Australia. 

Do you ship internationally?
We currently ship to United Kingdom, Singapore, Hong Kong and New Zealand.

Please contact us at hello@thirstyturtl.com if you are interested in purchasing Thirsty Turtl but live outside Australia.

Can I pick up my order?
If you are in Sydney (NSW, Australia) and would prefer to pick-up your order, you can do so by arrangement (hello@thirstyturtl.com and quote your order number).

How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at hello@thirstyturtl.com with your name and order number, and we will look into it for you.

REFUNDS AND EXCHANGES

What if my skin doesn't like your products?
We love Thirsty Turtl skincare and we hope you do too. But if you have recently tried our products and you don't love them, you can return them, so long as it's within 30 days since your purchase. This offer is valid for your first purchase of the product only. 

Do you replace or exchange orders?
We only replace items if they are defective or damaged. In the event that your order arrives damaged in any way or you believe it is defective, please email us as soon as possible at hello@thirstyturtl.com with your order number and a photo of the item’s condition. We will then require your product to be sent back to us for inspection. We address these on a case-by-case basis but will try our best to work towards a happy solution for you!