FAQs


Below are answers to our frequently asked questions.
If you are unable to find your answer, feel free to send us a question or comment at hello@kaialuxe.com.
We'd love to hear from you.
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SHIPPING INFORMATION

What is your shipping policy?

Please ensure your postal address is entered accurately as we are unable to redirect your parcel once a tracking number has been generated or if it has been dispatched. We are unable to ship to PO box addresses.

We aim to have your order dispatched within 48 hours. Please note, some banks take 1-2 days to process a payment, and we will only dispatch once funds have been received.

Delivery times may be impacted due to Coronavirus delays.

What are your shipping methods?

We ship all packages from our facility in Surfers Paradise, Gold Coast, Queensland 4217, Australia.
Our method of delivery is via Australia Post, with the following services which you can select at check out:

Australia Domestic Standard: $11
Australia Domestic Express: $15

For an estimate on delivery times to your area, you can click this link: Delivery times

Once your order has been dispatched, you will receive an email with your tracking number.
The following link can help you track your item: Track your item

Delivery times may be impacted due to Coronavirus delays, which are out of our control. Please see the following link for up to date information: Australia Post - Coronavirus service updates

How do I qualify for free shipping?

We offer free standard shipping within Australia, on orders over $150 AUD.
Free shipping will automatically be applied to your order upon reaching the minimum required amount.

Does Kaia Luxe offer international shipping?
At the moment we only ship within Australia, but we will be shipping internationally very soon. Subscribe to be notified.

SALES INFORMATION

What do I do if I enter an incorrect address?

If you enter an incorrect shipping address, please contact us immediately at hello@kaialuxe.com. We may be able to correct this for you if we have not yet generated a tracking number or dispatched your parcel.

I made a mistake on my order, what should I do?

Kaia Luxe does not offer refunds or exchanges for change of mind or mistakes on a submitted order, so please choose carefully.

What is your return/exchange policy?

RETURNS
Kaia Luxe does not accept returns on any products or accessories. We suggest you read through our ingredients list carefully to find out if the product is suitable for you.

DAMAGED ITEMS
If you receive a product from us that appears to be damaged or defective, report it immediately and within 24 hours of delivery at hello@kaialuxe.com.

Please supply photo evidence in order for our team to evaluate the issue and arrange an exchange.

REFUNDS
Kaia Luxe does not offer refunds or exchanges for change of mind or mistakes on a submitted order. We suggest you read through our ingredients list carefully to find out if the product is suitable for you.

Kaia Luxe reserves the right to refuse any refunds, returns or exchanges.

PRODUCT INFORMATION

Are Kaia Luxe products natural and organic?

Our products contain 100% natural ingredients, as well as organically derived ingredients.
We do not use anything synthetic or artificial. None of our products contain gluten.
For our full ingredients list click here

Who are your products intended for?

Our products are suitable for all skin types, particularly beneficial for those with sensitive and delicate skin. They are gentle enough for all age groups, from 13 or 14 years and above.
Many of our products contain age-defying properties, therefore mature skin types would benefit well. 
Our range is suitable for pregnant women and women who are breastfeeding. 

For any further concerns we always recommend to consult with your GP.
For our full ingredients list click here

Where are your products manufactured?

Our skincare products are manufactured locally in Gold Coast, Queensland, Australia.
Our ingredients list is to NICNAS standards, which is a legal requirement in Australia.

Do your products have a shelf life?

Our products have a shelf life of 12 months, and we recommend using them within 6 months of opening.

How should I store my products?

Products should be stored in a cool, dry place away from heat and excessive light.

How long will it take until I see results?

When switching to new skincare products, results can be seen anywhere from two weeks to six weeks, with continuous use.

I am experiencing a skin irritation, what should I do?

It is important to understand your skin to help prevent a reaction; especially from nutrient-intense ingredients, such as aromatherapy oils. For more information on the ingredients we use, you can visit our ingredients list page.

In the event of a reaction, we advise to stop using the product. Over-the-counter mild steroid creams or ointments, such as hydrocortisone may help to treat skin-inflammation. We always suggest to test patch or seek advice from a Pharmacist or GP first.