Frequently Asked Questions

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. 

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. Check out our testimonials from customers with sensitive skin.

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 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.

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. Unfortunately these components are not currently refillable.

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 if you are interested in purchasing Thirsty Turtl but live outside Australia.

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 with your name and order number, and we will look into it for you.

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 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!

Need some more help? Drop us a line.