Alpha-H Skincare image

FAQs

Have a question? Talk live with our Customer Care team via the live chat button. Monday to Friday 9:00am – 4:00pm AEST

Ordering Online

What payment options do you offer?
We accept all major credit and debit cards, except AMEX. If you are purchasing from within Australia, PayPal and AfterPay are also available to you.
Are there any hidden taxes or fees?

We cover duties and tax fees on orders across UK and EU regions, so you should not receive any further charges when your order reaches your country. 

If you are faced with any duties and tax fees on your order, please get in touch with us via Live Chat or the Contact Us form, and our Customer Care team will assist you further.   

Can I check the status of my order?
Once your order has been processed and is ready to ship, you will receive a shipping confirmation email with a unique tracking number.
My promotion code isn’t working
Our promotion codes are case sensitive, so please check that you are entering it exactly as it’s written. If it’s still not working, please get in touch with us via Live Chat.
Issue with my order
If you are missing something from your order, please get in touch with us via Live Chat or the Contact Us form and we will investigate for you.
Can I change or cancel my order once I've placed it?
If you would like to cancel your order, you may do so within 24 hours of purchase. Contact our customer care team via Live Chat if you would like to cancel your order. 
What should I do if I’ve had an allergic reaction?
Please contact our customer care team here and complete the form.

Shipping and Delivery

Where do you ship to?
Please refer to our Shipping Page here
My order hasn’t arrived

For domestic orders, please track your parcel to see where it is.

If your address is unattended at the time of delivery, your parcel will be left in a safe place (unless it requires a signature or it is unsafe to do so). In the event the parcel isn’t left at your address, a call card will notify you to pick up the parcel from your nearest Australia Post outlet. You will require ID to pick up your parcel.

Didn’t get a call card? Sometimes the postie forgets to leave one. Be sure to check your local post office or mail centre to see if they are holding it there for you. You will be required to produce ID. 

How do I find my tracking number?
Once your order has been processed and is ready to ship, you will receive a shipping confirmation email with a unique tracking number. If you can’t find the email with your tracking number, please get in touch with us here and include your order number.

Returns and Refunds

How do I return a product from Alpha-H.com?

If you change your mind, you can return any products which have not been opened or used.  Please see the return process here.

Alpha-H cannot accept returned goods that we reasonably believe have been used, except due to any unfavourable skin reaction (photo of reaction is required) or simply due to change of mind. 

Unless the product is deemed faulty, Alpha-H will not accept returns based on packaging changes. Please note that packaging may vary from region to region, and from the time of purchase to the time of delivery.

Returning products from unauthorised stockist

Due to the nature of our business, we do not guarantee or provide returns on any product purchased through an unauthorised stockist. This includes the sale of Alpha-H products on eBay or OzSale.com.au.  Alpha-H is not responsible for any transactions made through these sites. 

We urge our customers to purchase our products from our authorised stockists only.  You can find a list of Official Stockists here and Official Online Stockists here.

If you have any concerns or questions about a particular online retailer who does not appear listed on our Official Stockists page, please contact us via this form

What do I do if I receive a faulty, or incorrect product?
If you have received a product which you believe is faulty or incorrect, please contact us here.

Using Alpha-H Products

I am new to Alpha-H, where do I start?

If you’re not sure where to start, we recommend trying our 5 Piece Sample Kit. You can select five deluxe sample-size products from our range to create your own bespoke skincare regimen. 

Of course, if you have any questions regarding which of our products are most suitable for your needs, you can contact us or book in a virtual skincare consultation with one of our trained skin therapists.

What should I expect when using glycolic acid for the first time?

Depending on the strength of the formula you are using, you may feel nothing at all, or you may feel a slight tingle as the acid penetrates the skin. Glycolic Acid works to dissolve the proteins that bind skin cells together on the surface, assisting in exfoliation and encouraging skin renewal.  

If you’re using Glycolic Acid products at night such as Liquid Gold, you may wake in the morning with a slight residue on your face – this is normal. 

Is a tingling sensation normal when using Alpha-H products?
It is normal to experience some tingling when you start using Alpha-H products that contain accelerating acids. Ingredients like Glycolic Acid or Salicylic Acid stimulate deep within the skin when suspended in low pH formulations. Equally,  don’t fret if you stop experiencing sensitivity after awhile – it doesn’t mean that the product is no longer working; just that your skin has become accustomed to more active ingredients. 
Are Alpha-H products suitable for sensitive skin?

Yes. Our comprehensive range includes not only active products; we also have products that do not contain actives and are perfect for sensitive skin.  

  • Balancing Cleanser
  • Melting Moment Cleansing Balm
  • Generation Glow Resurfacing Essence
  • Vitamin E Serum with 1% Ceramide Complex
  • Vitamin B Serum with 5% Niacinamide
  • Hyaluronic 8 Super Serum
  • Essential Hydration Cream
  • Daily Essential Moisturiser SPF 50+
  • Liquid Gold Firming Eye Cream

Click here to shop the products suitable for sensitive skin. 

How do I use products with Retinol?

Retinol works by increasing your skin’s natural renewal processes, almost like exfoliating from the inside-out. Retinol is designed to be used in the evening and we strongly recommend applying a broad-spectrum SPF in the morning, to protect freshly exfoliated skin from potentially damaging UV. 

We recommend starting with our gentle yet effective Vitamin A  

Which products can I use while pregnant or breastfeeding?

When pregnant or breastfeeding, you can use most Alpha-H products, excluding any products that contain the active ingredients Vitamin A, Vitamin A derivatives (Retinol) or Salicylic Acid.   

Alpha-H products containing Vitamin A: 

  • Liquid Gold Midnight Reboot Serum 
  • Vitamin A Serum with 0.5% Retinol 
  • Beauty Sleep Power Peel 

 

Alpha-H products containing Salicylic Acid: 

  • Clear Skin Daily Face and Body Wash 
  • Clear Skin Daily Hydrator Gel 
  • Clear Skin Blemish Control Gel 
  • Clear Skin Tonic 

 

Click here to shop the products safe for pregnancy & breastfeeding. 

 

If you have any questions regarding which of our products are most suitable for your needs during this time, you can contact us or book in a virtual skincare consultation with one of our trained skin therapists. 

 

Can Alpha-H products be used whilst I’m on Roaccutane?
When using Roaccutane/Accutane or other prescribed acne medication, it’s important to avoid any type of exfoliant, including Retinol/Vitamin A, Glycolic Acid and Salicylic Acid.  But rest assured there are plenty of Alpha-H products you can use during this period. 
How do I know when my product will expire?

Every Alpha-H product stipulates a PAO (period after opening) date on the packaging. The recommended PAO date is denoted by an open jar symbol. Any unopened products have a shelf life of 3 years. 

 If you would like to know the specific date of a product that you have purchased, please complete the batch number / enquiry form on our website here

I've had an unfavourable reaction to an Alpha-H product, what should I do?

A lot of our products do contain high concentrations of active ingredients and sometimes, if the skin is not prepared, reactions can occur.  

We would advise immediately discontinuing use of the product.  

It’s important to ensure your skin is balanced, with a healthy barrier before you apply active products, to minimise the risk of irritating your skin. 

We recommend starting your Alpha-H journey with our Balancing Cleanser, formulated to respect your skin’s naturally occurring pH, and boost its resilience before the introduction of accelerating acids.

So that we can assist you further, please reach out to our customer care team via Live Chat or the Contact Us form via our website. 

Product Information

Where are Alpha-H products made?
All of Alpha-H’s products are made with love in Australia and the majority are manufactured at our head office on the sunny Gold Coast in Queensland. 
Are your ingredients locally sourced?
Our ingredients are sourced globally, but wherever possible we try to source locally. Some of favourite local ingredients include: Lime Pearl (extract from Caviar Lime), Tazman Pepper, Jojoba, Macadamia, Tea Tree, Eucalyptus and Aloe Vera. 
Are your products cruelty-free?

With a goal to create skincare with a conscience, being cruelty-free has for a long time been an integral part of Alpha-H. 

 

As of August 2021, Alpha-H is now certified cruelty free by the Cruelty Free International Leaping Bunny Programme, the most globally recognisable certification for cruelty-free products. 

 

Are your products gluten-free?

Unfortunately, although our products may not contain actual gluten ingredients, we are unable to ensure that the raw martials from our suppliers do not contain traces of gluten. Due to this, we are unable to ensure that our products are 100% gluten free. 

Are your products vegan?

Alpha-H is cruelty-free and never tests its products on animals. 

While the majority of our products are free of animal by-products, Alpha-H is not an entirely vegan brand.  Shop our vegan products here. 

Some of our products do contain ingredients of animal origin. These ingredients include beeswax, silk extract, and hydrolysed collagen (marine collagen). Non-vegan friendly Alpha-H products include: 

  •   Clear Skin Daily Moisturiser – contains hydrolysed collagen 

  •   Absolute Lip Perfector – contains beeswax (cera alba) 

  •   Liquid Gold – contains hydrolysed silk extract 

  •   Liquid Gold Rose – contains hydrolysed silk extract 

  •   Liquid Gold Firming Eye Cream –contains hydrolysed silk extract 

Are your products fragrance-free?

If an Alpha-H product does contain fragrance, we endeavour to use naturally derived ingredients wherever possible. 

In order to determine whether a product is fragrance-free, please refer to the ingredients listed on the page of the product you are seeking. 

What is Alpha-H’s policy on palm oil?
Alpha-H limits the use of palm oil and selects only certified sustainable Roundtable on Sustainable Palm Oil (RSPO) suppliers. 
Do Alpha-H products contain microbeads?
Alpha-H discontinued the use of Polyethylene Beads in 2015, replacing them with environmentally-friendly and biodegradable Jojoba Beads and Bamboo Powder.
Do Alpha-H products contain parabens?

No, Alpha-H is very serious about clean formulations. No nasties such as parabens, sulfates, SLS/SLES, phthalates or mineral oil are used in our products.

For more information, see our Clean Formulating Guidelines.

Do your SPF products contain Oxybenzone / Benzophenone 3?

Our Protection Plus Daily SPF50 does contain Oxybenzone (also known as Benzophenone 3) as it has superior UV absorption capabilities and does not impact the semi-matte texture of the product. 

If you’re concerned about Oxybenzone in your SPF, try our Daily Essential Moisturiser SPF50 instead as it does not contain Oxybenzone/Benzophenone 3.

Why does Liquid Gold contain Alcohol Denat?
If you’ve ever had a medical-grade facial such as a peel or laser, you’ll know that the first thing they do to your skin is swab it with pure alcohol. This is not only to clean the skin but also to remove excess oil from the surface that may prevent active ingredients from penetrating properly. The same science is at work in the formulation of Liquid Gold.
Is your product packaging sustainably minded?

Most of our primary product packaging (bottles and tubes) is made from 35% post-consumer recycled materials and is 100% recyclable. Our product boxes are made from sustainably sourced 100% FSC stock and are also 100% recyclable. Our shipper boxes and protective padding are made from 70% FSC stock and are 100% recyclable. 

*excludes pipettes

Can I recycle my Alpha-H products?

Yes. Our packaging is made from 30-35% Post Consumer-Recycled (PCR) materials and are recyclable. 

To recycle, simply rinse out any remaining product or residue within the tube or bottle (excluding pipette), leave to dry and dispose of the products in your local recycling collection. Be sure to recycle your product and shipping boxes too. 

If you’re unsure, we suggest checking your local council for any additional recyclability criteria. 

Product Quality & Expiry

What is the expiry date for my product?

All Alpha-H products contain a Period After Opening (PAO) date, which is located on the packaging of the product. We advise customers to use the PAO as a guide for the lifespan of a product after opening, and to dispose of the product following its expiry month. 

If you are seeking a specific expiry date for your unopened Alpha-H product, please provide us with your product name and batch number via Live Chat or the Contact Us form, and our customer care team will assist you further.  

Change in product colour or scent

You may notice that every so often, the colour or scent of your Alpha-H product varies. This is often completely normal and safe, and can be caused using natural colours and fragrances over artificial alternatives in our products. We also suggest referring to the Period After Opening (PAO) on the product’s packaging, to ensure you are using a product that is within its usage period. 

Please see below for a list of products we receive common enquiries regarding colour and scent for; 

Liquid Gold Midnight Reboot Serum: Our Liquid Gold Midnight Reboot Serum's scent is a spicy-sweet aroma that comes from Pyruvic Acid. Pyruvic Acid is naturally derived from Hibiscus Flower Extract, which allows this serum to be free from any artificial fragrance and colourants. This may explain why your scent may appear somewhat unusual or interesting. 

Vitamin B Serum with 5% Niacinamide: We recently updated the formulation of our Vitamin B Serum, with its beautiful blue hue caused natural botanical called Blue Gardenia Extract. Some colour variation in natural colours is always expected, and the colour variation in no way impacts the efficacy of the formula and active ingredients.  

If you are still concerned about the quality of your product, please contact our customer care team via the Live Chat or Contact Us form on our website.  

My product is faulty. What do I do?

If you believe you have received a faulty or expired product, please contact us via Live Chat or the Contact Us form as soon as possible, and our customer care team will assist you further.

Discontinued Products

As a brand, Alpha-H are always seeking to improve and develop new products, so that we can provide you with the best products and experience possible for your skincare routine.  

With many factors considered throughout this process, sometimes this means we must discontinue our Alpha-H favourites to make room for exciting new products and updated formulations. 

In our efforts to constantly improve our product range and customer satisfaction, your suggestions and feedback are highly influential within product development, and we will continue to introduce new products as our brand grows, which may well include variations of your favourites!  

Here is a list of products we have discontinued over the last two years, along with suggested replacements, when available: 

 

Discontinued Product                                                 Suggested Replacement

Liquid Gold Intensive Night Repair Cream              Liquid Gold Midnight Reboot Serum 

 

Micro Cleanse Super Scrub                                         Micro Super Scrub 

 

Liquid Gold Resurfacing Cleansing Cream             Liquid Gold 24 Hour Moisture Repair Cream

 

Liquid Gold Rose Perfect & Plump Lip Balm          Absolute Lip Perfector

 

Multivitamin Cream                                                        Essential Hydration Cream

 

Liquid Gold Rose Hand Cream                                  None available currently

 

Clear Skin Moisturiser                                                  None available currently