FAQ

1. What is natural skincare and cosmetics?

Natural skincare and cosmetics are products made from ingredients that are derived from nature, such as plant-based oils, herbs, and minerals. They do not contain synthetic chemicals, parabens, sulfates, or artificial fragrances.

2. Are your products 100% organic?

While many of our products are made with organic ingredients, not all are fully certified organic. However, we ensure that our ingredients are sustainably sourced and free from harmful chemicals.

3. Do you test on animals?

No, we are cruelty-free. We do not test any of our products on animals, and we only work with suppliers who share the same ethical standards.

4. Are your products safe for sensitive skin?

Yes, many of our products are designed specifically for sensitive skin. However, we always recommend doing a patch test before using a new product to ensure it works well for your skin type.

5. Can your products help with acne or breakouts?

Our natural skincare range includes products specifically formulated to help reduce acne and breakouts, such as our Balancing Range. Results may vary based on individual skin types and conditions.

6. Do your products contain any harmful chemicals?

No, our products are free from harmful chemicals, parabens, sulfates, phthalates, synthetic fragrances, and dyes. We are committed to providing clean, non-toxic beauty products.

7. How do I know if a product is right for my skin type?

We provide detailed descriptions for each product, including the skin types and concerns they are best suited for. If you're unsure, you can contact our customer support for personalised recommendations.

8. Are your products suitable for all skin types?

Yes, we offer products that cater to a variety of skin types, including dry, oily, combination, and sensitive skin. Each product is formulated to address specific skincare needs.

9. Can I use your products during pregnancy?

Many of our products are safe for use during pregnancy, but we recommend consulting with your healthcare provider before trying any new skincare product, as some essential oils and ingredients may not be recommended during pregnancy.

10. How should I store my products?

For maximum effectiveness, store your products in a cool, dry place away from direct sunlight. Certain natural products may have a shorter shelf life, so always check for expiry dates.

11. Are your products vegan?

All of our products are vegan and do not contain any animal-derived ingredients. Look for the "vegan" label on individual product pages for confirmation.

12. How can I return a product?

If you are not completely satisfied with your purchase, we offer a return or exchange within 30 days. Please refer to our return policy for full details.

13. Do you offer international shipping?

No, we do not currently offer international shipping. However, please feel free to email us at customercare@keyana.au if you are an international customer that requires our products.

14. Can I get a sample before buying a full-size product?

No, we do not currently stock sample sizes. However, please feel free to email us at customercare@keyana.au to see if we can organise a special sample for you.

15. How do I track my order?

After placing an order, you will receive a confirmation email with tracking information. You can use this to monitor the status of your delivery.

16. Do you offer discounts or promotions?

Yes, we regularly offer discounts, promotions, and special deals. You can sign up for our newsletter to stay informed about our latest offers and exclusive deals.

17. Are your products safe for use on children?

Some of our products are suitable for children, particularly those with mild ingredients such as chamomile or calendula. However, please consult with a pediatrician before using any new products on children.

18. What is the shelf life of your products?

Most natural skincare products have a shelf life of 6 months to 1 year. Please refer to the individual product’s label for specific expiration details.

19. Do you offer gift cards?

Yes, we offer gift cards that can be used for any product on our website. These are available in various denominations.

20. How can I contact customer support?

You can contact our customer support team through the "Contact Us" page or by sending an email to: customercare@keyana.au. We are happy to assist you with any questions or concerns.