Frequently Asked Questions
Can I change my delivery address or cancel my 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 firstname.lastname@example.org if you believe you have given any incorrect details.
I have sensitive skin can I use your products?
Yes, our products don’t contain any nasty chemicals and are delicate on the skin.
Are we located in Australia?
Yes, we are located in Sydney.
Is redness after using my clay mask normal?
Yes, redness after a clay mask application is normal. Your face may go red because clay brings blood to the surface of your skin while it's working away to pull out impurities from your skin.
Here are a couple of things that may help with your redness.
- Use lukewarm water
- Try not to leave the mask on for more than 10 minutes. Ideally, it should be slightly tacky to touch.
- Use a soft damp face towel to remove the mask
I feel a tingle when I used the Sunsational Clay Mask, is that normal?
Yes! Our Sunsational Clay Mask is full of active ingredients. This tingle is good and means that the ingredients are working to tackle the impurities on your skin while you relax.
Are all ingredients used Vegan?
We do not test our products on animals, and best of all, our products are vegan friendly too.
I received a damaged/faulty product. What should I do?
We are sorry you received a damaged/faulty product. Please contact us on email@example.com for assistance!
Do provide us with your order number, a photo of the products you received, and a photo of the shipping label and we will get back to you accordingly.
Please note that all incomplete order received must be reported within 14 days of delivery. We will get back to you as soon as we can!
Our Refund and Return Policy
If you have received incorrect, damaged or faulty items, please provide details (including photos) within 5 days of receiving the product. We will verify whether you are entitled to a replacement with new products and provide instructions accordingly. We do not accept returns or offer refunds for change of mind.
Do you refund shipping cost if I return something?
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Please contact us on firstname.lastname@example.org for more information.
Refunds (if applicable)
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, within a certain amount of days.
Will I have to pay additional duties, VAT or other charges?
International orders can incur taxes and duties as determined by the Customs agency within the destination country. Dear Summer Skin has no control over this and is not responsible for any of these charges. These charges are imposed by and controlled by local governments, border security and/or customs authorities and can be added randomly. Payment of such taxes/duties is the responsibility of the recipient.
As with any new product, we do recommend patch testing 24hrs prior to use.
Contacts – email@example.com and the online form