Faq'S

It's important to us that you have all your questions answered before purchasing our products. Below are the questions we hear most often, but if there's anything else you need clarification for feel free to contact us!
  •             Health            
  •       Products & Use  
  • Orders & Shipping  
  •           General           

Am I still able to use this product as my skin gets irritated easily?

Yes! Our De Luxe Skin Charcoal Clay Mask doesn’t contain any nasty ingredients. If you’re worried, we suggest consulting your GP or testing the mask on a small patch of skin either inside of your elbow or behind your ear.

Will I break out after using the Clay Mask?

The Kaolin Clay in our Charcoal Clay Mask detoxifies the skin by pulling out impurities from beneath the skin's surface. As the clay pulls all these nasties from below, you may find your skin breaks out. Don't panic! This is your skin detoxifying and the Charcoal Clay Mask doing its job. Be sure to moisturise after you use the mask and you'll be on your way to brighter, clearer skin in no time!

Is redness after using my clay mask normal?

Yes, in some cases redness after a clay mask application is normal. Your face may go red because charcoal clay brings blood to the surface of your skin while it's pulling out impurities from your skin. Here are a couple of things that may help with your redness.


- Don't use hot water to rinse off your mask, use lukewarm water


-Try not to leave the mask on for more than 15 minutes. If it is completely dry and cracked then it has been too long. Ideally, it should be slightly tacky to touch - 10 minutes is all you need to see results.


- Use a soft damp face towel to remove the mask, if it is dry or too rough, you may damage your skin and cause more redness. Remember the skin on your face and neck is delicate!


- Avoid applying moisturizer straight away, always moisturize after your clay mask applications however please wait around 15 minutes to let your skin breathe.

Is it true that all skin care products contain preservatives?

Correct! Preservatives are necessary in order to make sure that your skincare stays at its most effective in different climates and environments. We have however, kept preservatives to a bare minimum – it is in our best interest to ensure the efficacy of our product and also ensure that furry bacteria don’t grow inside your De Luxe Skin product.

I have eczema / rosacea - is the mask suitable for me?

Yes! It is known that clay masks and facials dry your skin so this is why it is important to moisturize after removing the mask! If you do suffer from either, you may experience a slight tingling sensation on your first use. However, please note our products do not contain any ingredients that might trigger eczema or rosacea, everyone is different and everyone’s skin reacts differently to certain skin care products. Therefore, it is best to check with your GP if you have any major concerns!

I'm pregnant - can I use De Luxe Skin products?

Yes, our products are safe during pregnancy. If you have serious concerns, we recommend talking to your GP. However, our products do not contain any chemicals that will harm you or the baby.

Is it true that all skin care products contain preservatives?

Correct! Preservatives are necessary in order to make sure that your skincare stays at its most effective in different climates and environments. We have however, kept preservatives to a bare minimum – it is in our best interest to ensure the efficacy of our product and also ensure that furry bacteria don’t grow inside your De Luxe Skin product.

How often should I use De Luxe Skin products?

For best results, we recommend using the Deep Hydrating Moisturiser twice-a-day, both morning and night. We recommend using the Australian Charcoal Clay Mask 3-4 times per week for best results. If you have sensitive skin we recommend using these products once a week. Always remember to moisturise after your Clay Mask application. 

What is Charcoal Clay?

Charcoal Clay helps to restore and replenish skin with moisture while also drawing out impurities. It is safe for sensitive skin and still delivers amazing results, almost instantly.

How do I remove the mask?

We recommend using a warm towel to remove the mask. We recommend moisturising once the mask is removed to ensure your skin stays hydrated.

Are all ingredients vegan friendly?

We love our furry friends and do not test our products on animals, and best of all, our products are vegan friendly too.

How long does shipping take?

Shipping within Australia takes between 3-5 business days, while 5-10 business days in NZ. We use Australia Post to deliver our parcels to AUS and NZ.


NOTE: Shipping to USA and all other countries is currently unavailable at this stage, but will be available in the later stages.

Am I able to change my address after I've placed an order?

Unfortunately, we cannot cancel your order or change your address once your parcel has been dispatched. We encourage you to always double-check your address before placing your order. 

I have placed an order however I haven’t received order confirmation

Please check your junk / spam folder and ensure you have entered a valid email address. Let us know right away on support@deluxeskin.com.au if you believe you have given any incorrect details.

Where do I enter my discount code?

At the final stage of checkout, you will see an option to enter the discount code, you enter it there and then click apply. If you have any problem finding it then please contact us.

Can I combine promo codes on my order?

We hope you understand that promo codes cannot be combined, nor can multiple codes be applied to a single order. Promo codes cannot be combined with any other offers that may be live on our site at the time that your order is placed.

What happens if I do not collect my parcel?

If you miss your parcel and if it is then not collected from your local post office in 14 days, it will be sent back to our warehouse. If you would like to have it re-shipped, there will be a re-shipping fee of $10 AUD. 

What happens if I enter an incorrect/incomplete address at the checkout?

If your parcel is undeliverable due to an incomplete or incorrect address, it will be sent back to our warehouse. If you wish to have it re-shipped, there will be a re-shipping fee of $10 AUD. 

Can I use AfterPay if I'm an international customer?

AfterPay is only available to customers with AU and US billing address. Customers with international billing addresses will not be able to create an Afterpay account.

Do you process orders during weekend and public holidays?

Once your order is shipped out, you will receive a shipping confirmation email with a tracking number that you can use to follow your package’s journey to you.

Can I cancel my order after I've placed it? What can I do?

We are sorry to hear that you are cancelling your order. Please take note that once the order has been placed we're unable to cancel or modify the order. All sales are final.

Where is De Luxe Skin based?

We are based in Melbourne, Australia. 

How do I purchase wholesale?

To place a wholesale order, please email support@deluxeskin.com.au and a member of our wholesale team will get back to you asap!

Do you have any discounts?

Keep an eye on @deluxeskinaus on Instagram and Facebook for all our latest offers! Make sure you are subscribed to our newsletter to be the first to know when we have a sale!

I subscribed to your newsletter but never got any email. What should I do?

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