FAQ

Store FAQ

  • What is your refund policy?

Please refer to our Refund Policy page for all information regarding refunds/returns.   

  • Do you ship internationally?

Here at tlc Body we currently sell to Australia, New Zealand and the USA. Please be aware that if you are purchasing outside of Australia that you may be required to pay additional duty/customs fees depending on where you are ordering from. Check with your local customs office if you have any further questions. We are not responsible for any customs fees.

  • How much is shipping?
Please see our shipping policy for detailed information on our shipping rates for each country we ship to.
  • When will I receive my order?

Please refer to our shipping policy for more information regarding shipping times. We use Australia Post as our courier and their typical expected delivery times for Australian orders are 5-7 business days. For orders being shipped to New Zealand, the typical expected delivery time is 7-12 business days. For orders being shipped to the USA the typical expected delivery time is 9-12 business days. 

Due to the current worldwide pandemic, we are experiencing delays to our shipping services due to decreased air activity across the world and a massive increase in online shopping. Unfortunately, due to this, there have been some slight delays and all delivery timeframes are not a guarantee at the moment.  

  • What do I do if I never received my order?

Please contact us at hello@tlcbody.com.au if you have not received your goodies in the expected time period! 

  • What do I do if my order arrives damaged?

Please contact us at hello@tlcbody.com.au if you have any issues with your order. Please make sure you include the following information in your email: your order number, full name and a photo of the damage.

  • How do I make changes to an order I’ve already placed?

Unfortunately we are unable to make changes to orders once they have been placed. Please contact us at hello@tlcbody.com.au ASAP if you would like to update or cancel your order and we will do our best to accomodate this request. We cannot guarantee this request will be approved as we have a fast turnaround and may have already processed your order.

Product FAQ

  • Are your products cruelty-free/do you test on animals?

Yes all of our products are cruelty-free and we do not test on animals! 

  • Are your products vegan?

Our skincare range, which includes our: Hello Hydration! Daily Moisturiser, Clean & Calm! Face Cleanser & Gentle Detoxifying Pink Clay Mask are all vegan. Any product that is vegan will have this information clearly displayed on the product description with a '100% vegan' logo. Whilst we are not a vegan brand, we ensure that all of our products are cruelty-free. 

  • My Less Mess Body Scrub has changed colour, is this normal?

Yes. If your Less Mess Body Scrub has slightly changed colour, this is due to vanilla being present in the fragrance oil used. Vanilla discolouration is a 100% normal and natural occurrence. You will usually find the top of your scrub has this discolouration due to its exposure to air. You can simply mix your scrub before each use, or use as it is. It is completely safe. I have opted to not include an additional ingredient to our scrubs, which can help prevent this, as it just meant adding a non-essential chemical to the product for visual appeal; and would have no benefits to the skin. 

  • I have sensitive skin, can I use your products?
We always recommend patch testing new products before your first use in case you experience any adverse reactions. We have created our 'Bare' range, which is a fragrance free version of our Less Mess Body Scrub and Body Custard. Fragrance; whether it be a fragrance oil or essential oil, are known skin irritants, which is why we have chosen to have a fragrance-free version for those with extra sensitive skin. Our Detoxifying Pink Clay Mask, comes in a powder form and is free from preservatives and other known irritants - making it suitable for those with sensitive skin.