Please click on the links below to view popular FAQ topics:
Placing an Order FAQs on www.luxeandbare.com
Once your order has successfully been processed, a confirmation page will pop up with your order reference. We'll send you a confirmation email too (just to be sure).
If your payment is unsuccessful for any reason, you'll see a declined message displayed on the final checkout page. We suggest that you return to the checkout page to make sure all the details you entered are correct before trying to re-submit your order. You'll be able to update your payment options with a different method if necessary.
If the declined message continues to crop up, contact our Customer Help team at firstname.lastname@example.org and they will do everything they can to help.
If your product hasn't been despatched already, it may be possible for us to cancel your order before the goods have left our warehouse. Contact our Customer Help team at email@example.com and they will do everything they can to help.
If your goods have already been despatched, you can refuse the delivery of the order which will then be returned to us. Once this has returned to our warehouse, we'll give you a full refund minus the original postage and packaging cost.
If you've already received the goods, please see our returns procedure for full details on how to return them to us.
All our products are despatched in a simple cardboard box. There is nothing on the outer packaging to let you (or anyone else) know where the parcel has come from. If the order is being shipped out of the Australia, customs will need more information on the outer packaging in order for them to allow the goods to enter a particular country or state. Whether it's here in Australia or another destination, there will be a lovely gift all tucked up in the box.
No need to fret - simply contact our Customer Help team at firstname.lastname@example.org and they will do everything they can to help. It may be necessary to cancel the order you have placed providing that the order has not already been despatched from our system. A new order can then be made with the promotional code.
If the order has already been despatched from the system, our Customer Service team will be unable to cancel it. However, you are more than welcome to place a new order with the promotional code applied and then refuse the delivery or return the original order for a refund. Please refer to our returns procedure page for full details.
If you visit our web page our server automatically recognises your domain name but your email address remains private.
We only collect the domain name of visitors to our web page and associated information on what pages customers access or visit.
If you email us, we'll take a note of your email address as well as information volunteered by you through surveys and/or if you register on our site, such as your name, address and phone number.
We collect this information to make our web page even better, keep you in the know about our web updates and get in touch with you to hear your thoughts.
At checkout, we'll ask you to enter a shipping address. If you've already registered and saved this shipping address as part of your address book, you can simply choose this option when prompted. If you haven't done this, simply enter the shipping name and address of the recipient in the space provided. We hope they love their Luxe & Bare gift!
We offer an optional complimentary gift box (it's all about the special touches, after all) with all orders. You can choose this option on the basket page. This service is one box per order. Some of our products are already all wrapped up in their own custom presentation boxes and so won't need to be gift boxed. To find out more, browse our product information pages.
We don't think you can put a price on beautiful gifts so whenever we see a shipping address that's different from the billing address, we enclose a list which details what the parcel should contain but we keep the price a secret. We do send a sale receipt to the billing address under separate cover (just in case).
Of course. We're more than happy to help. You can send us an email at email@example.com and we’ll arrange to call you back.
Frequently asked questions and answers about deliveries from Luxe & Bare's online store
As soon as we've despatched your order, you'll receive an email from us confirming the details of your purchase and the shipping method you've chosen. We'll point you in the right direction of tracking the progress of your delivery too.
We'll email tracking details of your order to you along with your despatch confirmation. If you're a registered customer you can also find these details by logging into your account and viewing your order history.
Have a look at our shipping policy to find out more.
No need to worry - if part or all of your order is damaged in transit, email firstname.lastname@example.org and we will replace it in a jiffy. In most cases we'll have to collect the damaged goods at an address that's suitable for you. This is for quality control purposes.
If your order doesn't arrive by the intended date because of a despatch glitch or with the courier, please email email@example.com. Our team will be more than happy to partially/fully credit your shipping costs as long as the fault is a service failure on our part. We're not liable to credit shipping costs in circumstances out of our control (even we can't predict the weather!)
If the courier has tried to deliver your parcel but for whatever reason, no one is at home to sign for it, we won't see this as a late delivery.
Sorry, once an order has been despatched you can't change the shipping service that you originally chose.
The delivery time for Click & Collect orders can vary between 1-8 days. You will be notified by email when the order has been despatched, and again once it has reached the store of your choosing and is ready for collection.
You will receive an email confirming that the goods are ready for collection as soon as your order has arrived at your selected store.
You will need to bring the following when collecting your order:
- Proof of purchase - email
- Your payment card or photo ID
- If someone else is collecting your order for you, they must bring your proof of purchase, as well as their own photo ID.
Orders will be held at your selected store for a period of 7 calendar days from the date you receive notifications that they are ready for collection.
If you are unable to collect your order for any reason within the 7 day period that it will be held for, we will automatically arrange a full refund to be made to the payment method used at purchase. Please note refunds can take 5-7 workings days to show on your account.
Frequently asked questions and answers about having an online account with Luxe & Bare
You can register for an online account in two ways:
1. Choose the products you wish to purchase and proceed to checkout. Fill in the 'New Customer' section and complete the checkout process. We'll send you an email to confirm your online account as well as order confirmation.
2. If you don't want to place an online order right this minute (deliberating over your perfect product needs time, after all) you can select the 'Login or Register' link located at the top of the website and enter your registration details.
Once you have signed into 'My Account', the 'Login or Register' link found at the top of the website will update to 'Logout'. As soon as you've clicked this link, a confirmation page will pop up, telling you that you've logged out of your account.
Don't fret, this can be fixed in no time. Your username will be your email address. If you forgot your password, click the 'Forgotten your password?' link. A new page will pop up, asking you to enter your email address. Once you've done this, click 'Submit' and voila! a new password will be emailed to the address that matches your account username. If you're still having problems logging in, email firstname.lastname@example.org.
You can change your password at any time from within 'My Profile' when you're logged into your account. Simply select 'Change my Password' and follow the onscreen steps.
By registering your details and creating an account you'll be able to keep an eye on your order history and status, keep a log of multiple shipping addresses (close at hand for when you're sending those last-minute birthday gifts), update your personal profile and your most-loved Luxe & Bare treats, and enjoy a speedier checkout.
Not to worry, email email@example.com. If you're sure that you've already set up an online account, you could try the 'Forgotten your password?' link instead.
You can add or remove an address or change one that exists already once you have signed into 'My Account' from within the 'Address Details' section.
You can change your details at any time from within 'My Profile' while logged into your account. Simply click 'Edit My Profile', change the details and click 'Save'.
Welcome aboard! You can keep up-to-date with our latest news by signing up here or on the 'Newsletter Sign Up' link at the bottom of the screen. Otherwise, you'll have the option of joining our guest list when you're placing an order or registering for an online account. If you feel later on that you'd rather not receive our newsletters, you can opt out (even though they are rather excellent).
If we're not your cup of Earl Grey (or perhaps your Inbox is full to bursting), you can unsubscribe in two ways:
1. Click the 'Keeping in Touch' link found in all our emails. This allows you to unsubscribe from our mailing list. If you think you'd miss us terribly, it also allows you to update how often you'd like to receive our newsletters so you can reduce the number of emails without saying Cheerio completely.
2. If you're a registered customer, you can change your preference or unsubscribe from within 'My Account' and 'Email Preferences'. Simply de-select the newsletter check box on the final checkout page when you're placing your order.
Frequently asked questions and answers about Luxe & Bare products.
You can find this out on both the product container and outer package (if any). As part of Australian, UK and EU cosmetic regulations (a.k.a. the rules the beauty industry have to follow), the Period After Opening (PAO) appears as a little picture of an open jar with a number displayed in the middle. The number tells you how long an opened product can be kept (for instance, 12M indicates 12 months).
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The testing carried out during the development of our products makes sure that they're all safe and perform at their very best for a minimum of 12 months since we blended them.
If you do spot any changes in the appearance or performance of any of our products, our Quality Review team is on hand to investigate and retest the products to ensure their quality hasn't been affected.
Simply send the product(s) together with your postal address and copies of any correspondence you've had with our Customer Service team to our Customer Feedback Manager at this address:
Luxe & Bare
19 Harcourt Place, North Avoca Beach. Australia NSW 2260
For peace of mind, send the product(s) back via traceable delivery or have proof of postage in case they go missing in the post.
Our Quality Review team will then carry out a full investigation. This should take approximately 4 weeks after posting your item. Our Customer Feedback Coordinator will then let you know their findings.
The majority of our products are fine to use during pregnancy but we would recommend that a patch test is performed if the products are being used for the first time or if there has been a period where our brand has not been used on the skin. The skin can become more sensitized during and after the pregnancy months so we would recommend checking against personal reaction before using a product all over your body. Also as many of our products contain pure essential oils within the recommended dermal limits - it is advisable to seek medical advice from your doctor regarding these products.
If there are ever any uncertainties, we would recommend that you consult your doctor before use.
This is a topic close to our hearts and we pride ourselves in producing products which are ‘truly’ completely free from genetically modified ingredients and never derived from gluten containing grains, soy, corn or dairy. We strongly believe that it’s not just what you put ‘in’ your body – but also what you put ‘on’ and ‘around’ it. We truly understand the origins of all our ingredients and will never use anything that can be linked back, even if the science says it is safe to do so. An example here would be using tocopherol, an ingredient which can be linked back to wheat or soy but touted by science as being safe to use for celiac. We don’t agree with this concept and never include tocopherol in any our products.
5: Are your products suitable for Atopic Skin Conditions or Auto-Immune Conditions affecting the skin such as Eczema, Psoriasis, Discoid Rash, Dermatitis Herpetiformis?
Another topic close to our heart and we pride ourselves in producing products that are ‘suitable for the most sensitive of souls.’ Our products are specifically formulated for super sensitive skin and fine to use as long as an active eruption is not occurring. But as all conditions are different and unpredictable, we would recommend that a patch test is performed if the products are being used for the first time or if there has been a period where our brand has not been used on the skin. Also as many of our products contain pure essential oils within the recommended dermal limits - it is advisable to seek medical advice from your dermatologist regarding these products. For highly sensitive souls, we recommend our ‘Pure Organic Rituals’ range which is essential oil free.
If there are ever any uncertainties, we would recommend that you consult your doctor before use.
The Luxe & Bare Organic Spa Rituals range is certified to the COSMOS standard through the ACO (Australian Certified Organic). COSMOS (Cosmetics Organic and Natural Standard) is an international standard that defines the formulation requirements of skin care claiming natural or organic status. It is specific to the cosmetics category.
The COSMOS certified organic logo will appear on the packaging of product, when the product meets the COSMOS standard of 95% organic, measured as a percent of the total product.
The COSMOS certified natural logo will appear on the packaging of products, with anything under 95% certified organic ingredients, but no less that 50%. But contains up to 100% natural ingredients.
No, only the Luxe & Bare Organic Spa Rituals range is currently certified however all of our product ranges are made with naturally derived ingredients and never contain gluten, soy, alcohol (ethanol), dairy or synthetic ingredients. Also, none of our products are tested on animals.
Please visit our online skin consultation page to find out what products are best suited for your skin or alternatively contact us at firstname.lastname@example.org for a free skin consultation.
We can confirm that our products do not contain any animal derived ingredients and are not tested on animals.
As a part of our ACO COSMOS organic (www.aco.net.au) certification, their rules strictly prohibit any product testing or animal ingredients to be used. Luxe & Bare is also a cruelty free company.
We only include ingredients that naturally derived or plucked directly from nature and are safe and legally allowed in cosmetics products worldwide. We never use synthetic products and confirm that all of our ranges are completely paraben free and always will be.
Our products are and always will be completely SLES free. Sodium laureth sulfate (SLES) is part of a family of ingredients known as surfactants that are widely used as a cleansing agent in personal care products such as body wash, shampoo and toothpaste.
None of our products contain any synthetic ingredients, including fragrances or perfumes. We only use pure essential oils of the highest quality to naturally scent our range, making it suitable for all skin types including sensitive skin. We do however recommend that you patch test the product on your skin.
Yes, for more information, view the product ingredients which will inform you which products contain nut derivative ingredients.
All product descriptions on our website include a full ingredients list. Moreover, all Luxe & Bare products have all ingredients printed on the back of the packaging.
For product safety testing, we test our products using a reputable third party test house with professionals who are highly trained. This means we have efficient and accurate information to meet our business needs from a safety perspective. However we are always willing to speak with people who may wish to review and provide feedback on our products in our quest for continuous improvement. Feel free to email us at email@example.com to express your interest.
All our products contain ingredients of the highest quality and at levels that are globally recommended for safe use. We also carry out an extensive product safety testing process. However we only recommend using our specific product ranges we have produced for children, as many of our other ranges contain pure essential oils within n the recommended dermal limits for adults - it is advisable to seek medical advice from your doctor regarding these products.
If there are ever any uncertainties, we would recommend that you consult your doctor before use.
Luxe & Bare is fully compliant with the Australian cosmetic regulations and all other leading cosmetic regulations globally, including COSMOS.
We like to treat you so we include a sample with every order - you can choose your favourite during checkout. If you've seen one of our products that has really caught your eye and you'd love to try it, let us know by following the below instructions:
Once you've made your order, in the notes section, highlight your specific sample request. Samples are subject to availability and are limited to two per request. If we don't have the samples you've chosen this time, we'll make sure we replace them with alternatives we think you'd like.
To get a taste of our entire product range (and enjoy an impromptu shopping spree), pop into your nearest Luxe & Bare store or Spa Partner for a consultation.
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Yes, email firstname.lastname@example.org with your requirements and we can provide a quotation.
All Luxe & Bare packaging is recyclable. In order to get approval for our certified organic products, ACO/COSMOS guidelines in relation to packaging also have to be adhered to. Luxe & Bare adheres to all organic certification requirements including packaging. You will notice that all of our packaging feature the appropriate recycling symbol on the bottom.
Yes, we consider our products to be gender neutral and want them to be enjoyed by everyone.
Frequently asked questions about Luxe & Bare Gift Cards
Luxe & Bare gift cards and e-gift cards hold a monetary value which can be redeemed against products on website and in our stores in Australia, UK, Republic of Ireland and US. You can use them online at www.luxeandbare.com or through our Customer Service team. Luxe & Bare gift cards can't be used at any Luxe & Bare counters in department stores.
Luxe & Bare e-gift cards are short for electronic gift card. They are in a pdf file format, which can be sent directly to the recipient, forwarded or printed out to give to the recipient. Luxe & Bare gift cards are a physical card much like a bank card, they're identified by a unique 21 digit card number and 6 digit PIN found beneath the security panel on the back of the card.
Whether your using a physical gift card or electronic, don't forget to have both the card number and PIN close to hand when you're using your card online. You have to have the gift card physically with you to be able to redeem this in store or be able to show proof of the e-gift card.
As soon as you begin using your Luxe & Bare gift card, it's considered the same as using cash and so credit will decrease as you spend.
Your Luxe & Bare gift card or e-gift card can be used for 24 months once you begin using it. Any remaining balance will be automatically cancelled after 24 months. If this happens, your gift card or e-gift card will no longer be valid and we won't be able to credit any remaining balance.
You can buy our Luxe & Bare gift cards on our website. Although there is a minimum activation of $10, you can add any amount you would like. Our cards can hold a maximum of $1,000.
When you buy your Luxe & Bare gift card, it will posted to your nominated address and arrive ready and raring to go. If you select an e-gift card, you’ll receive it immediately at your nominated email address and it will be ready for immediate use.
Please check your junk mail or spam email folder, sometimes the email cannot be identified and automatically is filtered as junk mail. If your voucher is not here, please email email@example.com with your purchase order number and we will track your order for you.
No. Our e-vouchers once purchased are automatically sent to you as a pdf document direct to your chosen recipient email address.
We can most certainly arrange a new physical gift voucher for you. There will be a small postage and handling fee for this delivery. Please contact us via email at firstname.lastname@example.org
Yes, under the recipient email field, please send the e-voucher to this email address.
9: Is there a separate section where I can enter the recipient details instead? I don’t want the e-gift card or gift card to have my name on it.
Yes, we have a section where you can fill in the recipients details. This section is optional and you can skip this section if you wish. It will not affect your voucher purchase.
If your card is lost or stolen, email email@example.com for advice.
You can keep track of your recent transactions or simply view your outstanding balance online. Any transactions using your Luxe & Bare gift card will be shown straight away whether the transaction took place in one of our stores or online. If you happen to be in one of our stores, simply ask one of our staff who can find out much is on your gift card.
If you don't have enough money on your Luxe & Bare gift card to cover the cost of your online order we'll ask you to select an additional payment method such as a credit or debit card.
If you've got multiple Luxe & Bare gift cards, you can transfer all available balances onto a single card. To do this, simply get in touch with our Customer Service Team with your 21 digit number from the reverse of your Luxe & Bare gift cards. By choosing to transfer a balance you'll be transferring the entire balance on the card.
Our Customer Service Team can be reached via email at firstname.lastname@example.org.
Your six digit PIN can be found on the reverse of your Luxe & Bare gift card, concealed by the security strip. Simply scratch off to reveal your unique PIN. You'll need your PIN when you use your Luxe & Bare gift card online.
Luxe & Bare gift cards can be used in via our website www.luxeandbare.com irrespective of the country which the Luxe & Bare gift card was bought in.
If you're not entirely happy with an online purchase made using your Luxe & Bare gift card and you'd like to return it for an exchange (or refund where applicable), any money refunded will automatically be credited to the Luxe & Bare gift card the purchase was made on.*
If you require a partial refund where the original purchase was made using your Luxe & Bare gift card and another form of payment, any refund owed will be credited to your Luxe & Bare gift card in the first instance. If the total to be refunded is more than originally paid by your Luxe & Bare gift card, the remaining refund balance will be credited to the other method of payment you used.
* If you don't have your original Luxe & Bare gift card anymore, we'll create a shiny new one for you and any refund applicable will be added to it.
Frequently asked questions about Luxe & Bare Spa Experience Vouchers
Luxe & Bare Spa Experience vouchers hold a monetary value which can be exchanged for a treatment of the same value at the exclusive Spa Partner and location that the voucher relates to.
Your Spa Experience Voucher will come with a 1 year expiry date from the date of purchase.
Your Luxe & Bare Spa Experience Voucher can be exchanged for a treatment of the same or lesser value, upgrade to a different treatment or exchanged for products. You can also choose to keep the voucher and use for yourself or give to a different person.
Your Gift Voucher cannot be exchanged or refunded for any other legal tender (cash, EFTPOS, credit card or gift card) once the purchase has been made.
Your Luxe & Bare Spa voucher is for exclusive use only at the Spa Partner and location that it relates to. Please choose carefully when choosing the location that’s right for you.
This is dependent on whether the Spa Partner that your voucher relates to is open on public holidays. Please choose carefully when choosing your spa experience voucher to ensure the Spa Partner is open should you wish to book on a public holiday. We apologise for the inconvenience that this may cause.
Yes. Please email us at email@example.com for treatment or product options. We’ll then notify you if there is any additional payment required.
Yes. Please contact us at firstname.lastname@example.org and we’ll be able to arrange this for you.
No, your Luxe & Bare Spa Experience Voucher cannot be used to purchase another Spa Experience Voucher. It cannot be exchanged or refunded for any other legal tender (cash, EFTPOS, credit card or gift card). Your Luxe & Bare Spa Experience Voucher can be exchanged with the Spa Partner it relates to, for any treatment of lesser or the same value, or you can upgrade by paying extra.
Frequently asked questions and answers about Luxe & Bare
Doing our bit for the community is important to us and we're really proud to confirm that a core philosophy of our brand is supporting worthwhile causes, that are in line with our values and close to the hearts of our employees.
Currently, our main charity is Macmillan cancer support. We raise funds through sample sales, cake sales, social celebrations and sporting events (a great excuse for our teams to get together for a good cause).
At Macmillan, they know cancer can affect everything. Your body, your relationships, your money, everything. But Macmillan are there to help people live life, no matter what. They give the support needed to hold on to who you are and what’s important. To find out more, visit macmillan.org.uk/get-involved.
Please email email@example.com with your query.
Please email firstname.lastname@example.org with your query.
Please email email@example.com with your enquiry.