Are you Cruelty Free?
Yes! Unless you count testing on family and loved ones.
Are your products vegan?
Yes, our current range is vegan, though we may look to use bee-based products in the future. If we do they those products will be clearly labelled non-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 but 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 (Post Consumer Resin, or 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.
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 shipping within Australia on all orders above $75 and from time to time, on particular products as part of a promotion. Otherwise, shipping is a flat A$10 for anywhere within Australia.
Do you ship internationally?
Unfortunately we don't currently ship outside Australia.
Please contact us at email@example.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 (firstname.lastname@example.org 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 email@example.com with your name and order number, and we will look into it for you.
Refunds and Exchanges
What if I don’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. To complete your return, we require a receipt or proof of purchase from our website.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
I can’t see my refund?
If you haven’t received a refund after 10 days since it was processed, contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at firstname.lastname@example.org. We will require proof that your refund has not yet been processed.
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 email@example.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!
Where should I mail product to be returned?
To return your product, you should mail your product to:
A1 / 35-39 Bourke Rd, Alexandria NSW 2015
Shipping costs are non-refundable, so if you receive a refund the cost of return shipping will be deducted from your refund (unless it is deemed defective or damaged).