FAQs

Online

Where do you ship and how much is postage?

We currently ship Australia wide and to New Zealand. 

Domestically, we offer complimentary shipping on orders over $200 (excluding shipping costs). Standard and Express options are available. We also offer in-store pick up. 

Shipping to New Zealand is $25. 

When will my order ship?

We usually fulfil orders same day with the exception of orders placed on a Sunday or Monday which will ship the next business day. 

Do you accept returns?

Unfortunately, we are unable to accept returns for products purchased in-store or online due to change of mind or if you dislike a product for sensory reasons. If you are unsure which product may be suitable for you or if you have sensitive skin, we encourage you to reach out to our team for guidance. We also provide an ingredients list for each product sold. If you experience a reaction to a product purchased from us, please contact us as soon as possible and we will assist you through a review process with the brand. We will work with you and the brand to arrange an alternative product or return. 

If you receive the wrong item or the item is damaged, please contact us immediately. 

FAQs

Products

How do I know which products are right for me?

We have an amazing collection of products, and we understand it can be overwhelming. Our team are on hand to help with recommendations. For in-depth personalised recommendations, including supplement advice, book a Skincare & Supplement Review with Fay, our founder and Naturopath. 

Are your products natural and organic?

Yes! We are really fussy when it comes to ingredients and all of the products we stock are natural. Most of them use organic ingredients but not all ranges we stock are certified organic.  

FAQs

Treatments

I’ve never been to your clinic before. How do I know which facial treatment to book?

We recommend starting with The Essential Facial Treatment. This is a traditional style facial in terms of protocol but we completely tailor the products used based on your individual skin needs. If you would like to try one of our add-on options but you’re not sure which one is right for you, book any of the three options and our facial therapist will help you decide on the day. If you have an event coming up, we recommend booking The Bespoke Facial Treatment.

When shouldn’t I have a facial treatment?

Our treatments are designed with sensitive skin in mind. However, please advise us at the time of booking of any suspected allergies, hypersensitivity or medications such as Accutane that may affect your treatment. Unfortunately, we are unable to provide facial treatments one week prior or 3 months post cosmetic procedures. We are also unable to perform treatments when contagious infections such as cold sores or eye infections are present. 

Are your treatments and products pregnancy safe?

Generally speaking, they are. Fortunately, we have many products to choose from so we can customise to suit your needs. We have an incredible custom made, all-natural treatment bed. It has a large and very supportive mattress. However, it isn’t adjustable. We can prop up the head of the mattress and we have a bolster pillow to place underneath then knees. We encourage our pregnant clients to bring their favourite pregnancy pillow if they think they may be uncomfortable on their back. 

During pregnancy, it's always best to consult your primary healthcare practitioner prior to any treatments. 

Do you offer weekend and after-hours appointments?

Yes, we offer treatments on a Tuesday and Thursday evening as well as Saturdays. However, these appointment times tend to be most popular and book the fastest, so we recommend planning in advance to avoid disappointment.  

What is your cancellation policy?

To secure your appointment, we require valid credit card details. In the event that you cancel or reschedule your appointment with less than 48 hours notice, a cancellation fee equal to 50% of the treatment value will apply. Changes to your appointment with 24 hours or less notice will result in a fee equal to 100% of the treatment value.

If you have a gift certificate, the same cancellation fees apply and will be deducted from the gift certificate value. By booking an appointment, you agree to these terms and conditions. 

As a small business, we appreciate your co-operation and understanding on this matter. 

Is there parking available?

There is free 2-hour parking available on the streets surrounding Fitzroy St including Marshall St, Nichols St and Bourke St. We recommend allowing a little extra time to find parking as availability can vary depending on the time and day of the week and weather conditions. 

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