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. 

If you book a face-to-face or video consultation, your skincare coach will walk 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 provide a mobile service which means we come to you! We offer face-to-face consultations at your home or chosen location within 30km of the Adelaide CBD.

Comfort, safety and privacy are our priority. We only provide services in safe, appropriate environments, and we’ll confirm all details with you before your appointment.

If our skincare coach ever feels uncomfortable or unsafe, we may need to reschedule or cancel the appointment. 

Yep! You can choose from a:

• face-to-face in Adelaide

• video consultation anywhere in Australia, or 

• email consultation if typing it out suits you better

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

Yes! We offer email and video reviews so you can check in with your skincare coach, share your progress and update your personalised skincare program if needed. 

Skincare isn’t one-and-done. We’re here to support you along the way.

You’ll receive a confirmation email with booking instructions and a link to your new client form.

For face-to-face consultations, you’ll be asked to confirm your preferred consultation location when you're booking. 

Once everything’s locked in, you’ll get a calendar invite with all the details (and if it’s a video consult, the link to join).

From there, all you need to do is complete your form and show up. 

We know life gets busy, so we'll send you a reminder 48 hours before your session. 

You’ll receive a confirmation email with a link to your new client form.

New client forms for people under the age of 18 need to be submitted by a parent or guardian. 

Once you fill that out and hit send, we’ll get to work on your personalised skincare program. No appointment needed. You can do it all in your own time and we’ll guide you from 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.

You can reschedule your consultation through your booking within 48 hours of your appointment. To reschedule within 24 hours, please email tenille@itstenille.com.au directly.

If you need to cancel, please give at least 48 hours’ notice for a full refund. Less than 24 hours’ notice will incur a 50% fee, and no-shows are non-refundable. 

Refunds are initiated within 2 business days via Shopify to your original payment method, but may take up to 10 business days to appear due to payment provider processing times. 

Emergencies will be considered on a case-by-case basis, and any fees owing must be paid before booking again.

A personalised skincare program is like a blueprint for your skincare reno. It's a simple routine with the right products, clear instructions and tailored advice based on your unique skin, lifestyle, budget and goals.

A personalised skincare program is a smart, achievable plan that makes skincare easy, effective and totally yours.

• Teen and email consultations or reviews: Your program will be ready within 5 business days of submitting your new client form.

• Video and face-to-face consultations: Your program will be ready within 5 business days after your session.

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.

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 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.