FAQ
Check out our Frequently Asked Questions below. If you still need help please contact us.
General
What if my skincare product melts in warm weather?
In warmer weather, our delicate skincare products may soften or melt during transit due to temperature sensitivity. Rest assured, the quality and healing properties remain unaffected. If your product has melted, place it in the refrigerator for a few hours to allow it to harden. This won't compromise its effectiveness.
How can I find out more information about a product?
Information for our products are available in their individual product pages. Uses, benefits, price, and full ingredients list are available in the individual product pages. If you have any questions, feel free to reach out to us!
Where are the products made?
All our products are handmade in Sydney, Australia.
Are your products cruelty free and vegan friendly?
Yes, our products are cruelty-free and vegan-friendly. We prioritize clean ingredients, ensuring that our skincare is not only effective but also aligned with ethical and animal-friendly practices. Feel confident in the conscious choice you make when using our products.
How long can you use the product after opening?
Our products have approximately a 12 months expiry after opening. To extend the shelf life of our body butters and body polishes avoid getting water in them as they are a preservative free product.
Shipping
When will my order ship after purchasing?
Processing takes 1-3 business days, Monday through Friday not including holidays. Shipping times vary depending on where in the world we're shipping to. Please refer to our Shipping Policy to find out how long your package will take to arrive.
Estimated Shipping Time
Australia: 3-8 business days
New Zealand: 7-12 business days
United Kingdom: 10-15 business days
United States: 10-15 business days
Rest of the world: 10-15 days
How do I track my order?
After placing your order, you will receive an email confirmation. Once your item is shipped, a second email will follow, providing you with tracking details. Simply visit the AusPost website to track your order.
What are the extra duties and taxes for when I purchase from outside of the AU?
For international orders, import duties, taxes, and brokerage fees are not included in the product price or shipping and handling cost. These costs will be collected upon delivery from the carriers for certain packages. These charges are recipient's responsibility as we are only charging the transportation fee for the packages. You may check with your country's customs office to determine what these additional costs will be.
Returns
Can I return a product if I have (gently) used it?
Due to the nature of our product, all products sold and distributed by KELLULAYS BATH AND BODY are final sale and are not available for refund. Please choose carefully. If your products are damaged upon arrival, don’t hesitate to contact us so we can resolve the issue! Please contact our customer support at sales@kellulaysbathandbody.com.au and we will be happy to help you!
Help! My product did not arrive up to expected standard
In some rare cases, products may leak or melt in transit on their way from the post office to your home. This is a rare occurrence but could happen from time to time especially during those warmer months, place the product in the fridge to harden up a bit, for anymore concerns please contact our support at 'sales@kellulaysbathandbody.com.au' and we will be happy to help you!
Can I exchange for a different item?
Unfortunately, due to the nature of our products, all sales are final, and we cannot facilitate exchanges for different items once your order is received. Please choose your products carefully before placing an order to ensure satisfaction.