Help Center

A skincare consultation is the first step to simplifying your routine.

Your skincare coach will get to know you and your skin, including your unique needs, concerns and goals. They'll also learn a little about your lifestyle and budget to figure out how skincare can best fit into your life.

Then you’ll receive your personalised skincare program designed. Your recommended products and easy-to-follow instructions will be posted to you. 

During your consultation, your skincare coach will take you through your new routine step-by-step, explain why they've recommended each product and show you exactly how to use them.

The goal? To keep skincare simple, achievable and effective so you can feel confident in your new routine. 

The free 15-minute skin chat is a casual, no-pressure call where you can tell us about your skin and we’ll explain how our service works. Think of it as a speed date to see if we’re the right match.

A consultation is where the magic really happens. It’s an info-sharing, assessment and planning session. It sounds a bit technical, but it’s actually super fun! We’ll get to know your skin, lifestyle, budget and goals, then create a personalised skincare program created just for you.

We offer both face-to-face and online skin consultations.

If you’re based in Adelaide, we provide a mobile service and can meet you in the comfort of  your home or another agreed location within 30km of the Adelaide CBD.

Comfort, safety and privacy are important to us. In rare circumstances, if our skincare coach ever feels uncomfortable or unsafe, we may need to reschedule or cancel the appointment. 

Not in Adelaide? No problem. We meet with clients Australia-wide via video. Our video consultations have the same structure as face-to-face consultations and clients achieve the same great results. 

Yep! You can choose from a:

• face-to-face in Adelaide, or

• video consultation anywhere in Australia.

Whichever way works best for you, we’ll meet you there.

Absolutely! Many people experience skin changes during pregnancy, and we’ll always take that into account when creating your program.

Your skincare coach will review your consultation form carefully and only recommend products and ingredients considered safe for your stage of life. If anything is unclear, we may suggest double-checking with your healthcare provider, just to keep things extra safe.

Our goal is to keep your skin comfortable, supported and cared for, while giving you peace of mind.

If you need to make a change within 48 hours, please contact us at tenille@itstenille.com.au and we’ll do our best to assist.

If you cancel your appointment:

• 48 hours or more notice: full refund
• Less than 48 hours’ notice: 50% cancellation fee
• No-shows or missed appointments: non-refundable

Refunds are processed within 2 business days to your original payment method. Please allow up to 10 business days for funds to appear, depending on your payment provider.

We understand that unexpected situations can occur. Genuine emergencies will be considered on a case-by-case basis.

Any outstanding cancellation or no-show fees must be paid before a new appointment can be booked

This policy does not affect your rights under Australian Consumer Law.

A personalised skincare program is a simple routine with clear instructions, product recommendations and tailored advice based on your unique skin, lifestyle, budget and goals.

You'll review your personalised skincare program within 5 business days of your consultation. 

Once your product order is complete, your personalised skincare pack will be posted within 5 business days. 

You’ll receive a digital copy of your program in your inbox and a waterproof printed copy inside your skincare pack.

After your purchase, you’ll receive an email with:

• your new client form
• a link to book your inital consultation.

Your consultation can be face-to-face (in Adealide) or by video (Australia-wide). 

Your consultation is the first step of your program and must be completed before your personalised skincare plan can be created. 

Everyone’s skin is different, so results will vary. What youcan expect is a personalised skincare routine and product recommendations designed to improve the look and feel of your skin.

We’re not here to sell you perfection. Our programs are built around skin health, comfort, strength and appearance so your skin feels supported, not stressed.

Most clients notice their skin feels calmer, more comfortable and better hydrated within the first few weeks. Many also see smoother texture and a brighter complexion. With time and consistency, we’ll work towards your bigger goals, like reducing breakouts, softening fine lines, evening tone or improving firmness.

We don’t promise overnight miracles (because that’s not how skin works). But we do promise a personalised skincare program that’s safe, effective and realistic for your life. We’ll be with you to celebrate every little win (and tweak your program if needed).

Yes! That’s part of what we do.

When you fill out your new client form, you’ll be asked to provide details about any medical conditions or medications. Your skincare coach will review this carefully to understand how they may be affecting your skin.

Your personalised skincare program will then be designed to safely support your skin’s health, comfort and appearance. In some cases, your skincare coach may recommend you seek medical advice before starting your program, just to make sure everything is safe and in line with your healthcare needs.

It’s important to note that we’re not a medical service, so we can’t diagnose or prescribe. But wecan help you build a safe, effective skincare routine that works alongside your health needs.

Absolutely! We work with sensitive and reactive skin every day.

Your personalised skincare program will be built around gentle, evidence-based products that protect and support your skin.

We’ll also avoid known irritants and take into account your unique triggers. The goal is to keep your skin calm, comfy and cared for. So you’re in safe hands.

We sure do. Every product comes straight from the developer and authorised suppliers.

Absolutely no shady knock-offs. No expired stock. Just 100% authentic skincare you can trust.

Yes. We list full ingredient lists for every product in the What's in it tab so you can shop with confidence (and avoid anything you know doesn’t suit your skin).

We’re super fussy about products. 

Every product we stock has been verified as safe, effective and genuinely skin-friendly before we recommend it. How do we verify our products? We're so glad you asked! For every product we recommend and sell we:

• scrutinise the developer's claims 

• deep dive into the ingredient list to spot the heroes and the potential irritants

• read consumer reviews to understand how the product acts on real skin in real life

• buy and test a full container of the product ourselves to see how it feels and performs, and

• if the product is designed to target a specific skincare concern we have an It's Tenille supporter with that concern test the product for up to six months.

We do all this so we can confidently recommend products, and explain not just how they work, but how they’ll feel on your skin and what to expect along the way.

Almost all of our products are safe for sensitive skin. We've scrutensied, researched and personally tested every product in the It's Tenille catalogue. 

If you've got sensitive skin, let us know. Your personalised skincare program is tailored to your unique skin, so if you’re prone to redness, breakouts or flare-ups, we’ve got you.

Of course! Our online store is open to everyone. You can shop your faves anytime. But if you’re not sure what’s right for your skin, a consultation will save you time, money and unnecessary skin reactions.

First things first, remove the product by washing your face with warm (not hot) water and stop using the product straight away.

If you have a persistent allergic reaction (swelling of the skin, rashes, hives or extreme redness), seek medical advice. Your safety always comes first. See our returns policy for more information. 

Reach out to us at tenille@itstenille.com.au so we can help troubleshoot and adjust your routine.

It doesn’t happen often, but skin can be unpredictable. You’re not alone. We’ll work with you to figure out what happened and guide you on the best next steps for your skin.

We work hard to prevent this by asking about products you’ve used (and loved or disliked) in the past, as well as your preferences for how skincare feels on your skin.

Because we’re a small business, we can’t refund change-of-mind purchases. If you’re unhappy with a product, please get in touch at tenille@itstenille.com.au. We'll review it on a case-by-case basis and support you as best we can.

We work hard to match you with the right products, but sometimes skin can surprise us.

If something isn’t working, email us at tenille@itstenille.com.au and we’ll help troubleshoot. Please note we can’t refund opened products for change of mind, but we’ll always support you with next steps.

A reseller is a business (like us!) that buys genuine products directly from skincare developers, trusted suppliers or official distributors and then sells them to customers.

The important part? We only stock authentic, safe and brand-approved products. No grey imports or dodgy knock-offs.

Easy! Just add skincare products or services to your cart, head to the checkout and pay for your order. 

Fixed shipping rates applies at checkout. 

Nope. You can check out as a guest.

Creating an account will make it easier to reorder the products you love though. 

We accept debit cards, credit cards, Shop Pay, Google Pay and PayPal.

Not yet, but we’re working on it.

Enter your code in the discount code field at checkout. One code can be used per order.

Enter your unique gift card code at checkout and the balance will be applied to your order (including tax and shipping). Gift cards can be used across multiple orders until the balance runs out and you can combine them with a discount code and  use more than one gift card on the same order.

If your gift card doesn’t cover the full amount, you can add another payment method to make up the difference.

Gift cards can’t be used to purchase other gift cards or set up recurring payments, but they can be used for your initial order.

If you have any trouble using your gift card, please get in touch at tenille@itstenille.com.au. 

We start processing orders quickly, so we can’t guarantee changes once it’s placed. If you need help, email us at tenille@itstenille.com.au as soon as possible and we’ll do our best.

You’ll receive tracking information once your order has been shipped, so you can stalk your parcel in real time.

Just email us at tenille@itstenille.com.au or use our website contact form. We’ll get back to you as soon as we can.

Yes! If you love your personalised skincare program and don't want to change anything, you can shop your routine directly from our store. Easy peasy. 

You can get in touch with your skincare coach if you have any questions.

We ship Australia-wide with Australia Post.

Orders are usually sent within 5 business days of purchase. If we’re waiting on a stock delivery, shipping may take up to 10 business days and we’ll always let you know if that’s the case.

You’ll receive tracking details so you can keep an eye on your parcel.

Shipping is a flat rate of $14.99 for standard delivery, or $19.99 for express.

Once shipped, standard Australia Post takes about 2–6 business days, and express takes about 1–3 business days. You’ll get tracking details so you can follow your parcel’s journey.

Not yet. We currently ship within Australia only.

We stick to Australian Consumer Law.

So, if a product arrives faulty, damaged or not what you ordered, we’ll make it right. For safety reasons, we can’t take back products that have been opened or simply weren’t your vibe.

Full details are on our Return and refund policy (aka the fine print, but friendlier).

If your item is faulty or something’s not right, please:

1. Take a clear photo of the issue.

2. Get in touch via tenille@itstenille.com.au or our website within 7 days of delivery.

3. Hang onto the item while we review it.

We’ll work with you to make it right as quickly as possible.