Help Center
Frequently asked questions
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:
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face-to-face in Adelaide, or
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video consultation anywhere in Australia.
Whichever way works best for you, we’ll meet you there.
The It Membership includes up to five consultations per year. It members can also contact their skincare coach for program revisions if needed.
If you’re an It Stater member or personalised skincare program client, we’ll reach out toward the end of your program to see how you and your skin are going and talk your through next steps, which might include booking in for a personalised skincare program or restocking your products.
You can also book a personalised skincare program through our website.
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 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.
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.
The It Starter Membership is a personalised, three-month skincare program designed to help you build consistency and see real progress with your skin.
Before joining, here are a few things to know:
- This is a prepaid program that runs for three consecutive months.
- Your membership begins on the date of your initial skin consultation.
- The program is designed to run for the full period and cannot be paused or extended once it has commenced.
- Recommended skincare products are purchased separately.
- The program works best when you stay engaged and follow your personalised routine.
If you’re unsure whether the timing is right, you’re welcome to book a free 15-minute skin chat and we’ll help you decide on the best next step for your skin.
Your It Starter Membership includes personalised support to help you understand your skin and build a routine that works for you.
- One 45-minute skin consultation.
- One personalised skincare program with tailored product recommendations.
- Three check-ins during your program (approximately weeks 2, 4 and 10), within your membership period.
- Program adjustments if needed, based on your progress and feedback.
- Ongoing support via text, email, Instagram or Facebook message.
- Access to exclusive member discounts and selected affiliate offers (subject to change).
- Access to the It Members’ Lounge (private online community), subject to community guidelines.
- $30 store credit for successful referrals that result in a personalised skincare program or membership.
Yes. The It Starter Membership is a prepaid program that runs for three consecutive months.
Your membership begins on the date of your initial skin consultation. By purchasing the It Starter Membership, you are committing to the full three-month program period.
As this is a prepaid service, the membership fee covers the full program and is not refundable once the program has commenced.
This policy does not affect your rights under Australian Consumer Law.
Yes. You can purchase your membership at any time.
After your purchase, you’ll receive an email with:
- your membership agreement
- your new client form
- a link to book your inital consultation.
Your consultation is the first step of your program and must be completed before your personalised skincare plan can be created. Your three-month membership period begins from the date of this consultation.
Your It Starter Membership begins on the date of your initial skin consultation. Your three-month program period runs from this date.
Your consultation is required to begin your program. If your consultation is not booked within a reasonable timeframe after purchase, we’ll contact you to arrange a time. Memberships cannot be held indefinitely.
The It Starter Membership is a short-term, prepaid program and is designed to run for the full three-month period.
As the program is prepaid, cancellations or refunds are not available for change of mind once your membership has commenced.
This policy does not affect your rights under Australian Consumer Law.
The It Starter Membership is a short-term, prepaid program designed to run for the full three-month period so you have the best opportunity to see results.
For this reason, memberships cannot be paused or extended once they have commenced.
If you’re considering personalised skincare but have upcoming travel or other commitments, we recommend booking a free 15-minute skin chat. Our skincare coach can help you decide the best timing and next step for your skin.
The It Starter Membership is designed to run for the full three-month program period and cannot be changed or upgraded once it has commenced.
Clients can move into an It Membership after their starter program, as it’s a great way to build consistency and support long-term skin results.
As your It Starter Membership comes to an end, your skincare coach can talk you through the next steps and help you decide if the It Membership is the right option for your skin.
Membership benefits must be used within your three-month program period and do not roll over or extend beyond your membership end date.
No. The membership fee covers your consultation, personalised skincare program and ongoing support.
Recommended products are purchased separately, so your routine can be tailored to your skin needs, preferences and budget.
Members receive access to exclusive promotional offers and special member-only discounts from time to time.
These offers vary and are subject to availability. We’ll share any current promotions with you via email, so keep an eye on your inbox.
You can update your details at any time through your customer portal on the It’s Tenille website.
If you have trouble accessing your portal, please contact us and we’ll be happy to help.
To avoid any disruption to product deliveries or communications, please make sure your details are kept up to date.
You don’t need to book anything. Your skincare coach will contact you by email at the appropriate times during your program (approximately weeks 2, 4 and 10) to check in on your progress.
If you have any questions at any time, you’re welcome to contact us via text, email, or direct message on Instagram or Facebook.
The It Membership is a personalised 12-month skincare program designed to support long-term skin results through consistency and expert guidance.
- Your membership begins on the date of your initial skin consultation.
- Monthly plans have a minimum six-month commitment.
- Prepaid memberships are paid in full upfront and are not refundable for change of mind once the program has commenced.
- Consultations and program inclusions must be used within your 12-month membership period and do not roll over.
- Recommended skincare products are purchased separately.
- Consistency and engagement with your routine will give you the best results.
If you’re unsure whether the timing is right, you’re welcome to book a free 15-minute skin chat. We’ll help you decide on the best next step for your skin.
The It Membership works best for people who are ready to take a consistent, long-term approach to their skin.
This program may be a great fit if you:
Yep! You can choose from a:
- Want personalised guidance instead of guessing which products to use.
- Are ready to follow a routine consistently and make gradual, sustainable changes.
- Understand that healthy skin takes time and there are no instant fixes.
- Value ongoing support, education and professional advice.
- Want to feel confident in your skincare choices without the overwhelm.
The It Membership may not be the right fit if you’re looking for a quick fix, guaranteed results, or medical treatment for a diagnosed skin condition.
If you’re unsure whether this membership is right for you, you’re always welcome to book a free 15-minute skin chat.
Your It Membership includes personalised support to help you understand your skin, build consistency, and support long-term skin results.
- Up to five 45-minute skin consultations within your membership period.
- Up to five personalised skincare programs with tailored product recommendations.
- Three check-ins for each skincare program (approximately week 2, 4 and 10)
- Program adjustments if needed, based on your progress and feedback.
- Ongoing support via text, email, Instagram or Facebook message.
- Access to exclusive member discounts and selected affiliate offers (subject to change).
- Access to the It Members’ Lounge (private online community), subject to community guidelines.
- $50 store credit for successful referrals that result in a personalised skincare program or membership.
Yes.
If you choose the monthly payment option, there is a minimum commitment of six months. After this period, your membership will continue on a month-to-month basis unless cancelled.
If you choose a prepaid membership, the full membership period is paid upfront. Prepaid memberships are not refundable for change of mind once the membership has commenced.
This policy does not affect your rights under Australian Consumer Law.
Yes. You can purchase your membership at any time.
After your purchase, you’ll receive an email with:
- your membership agreement
- your new client form
- a link to book your inital consultation.
Your consultation is the first step of your program and must be completed before your personalised skincare plan can be created. Your three-month membership period begins from the date of this consultation.
Your It Membership begins on the date of your initial skin consultation. Your 12-month program period runs from this date.
Your consultation is required to begin your program. If your consultation is not booked within a reasonable timeframe after purchase, we’ll contact you to arrange a time. Memberships cannot be held indefinitely.
Yes. If you’re on a monthly payment plan, you can cancel your membership after the minimum six-month commitment period.
To cancel, please contact us or submit your request through your customer portal. Your membership will remain active until the end of your current billing period.
If you request cancellation before the six-month minimum commitment has been completed, remaining payments for the minimum period will still apply.
This policy does not affect your rights under Australian Consumer Law.
Yes. You can temporarily pause your membership at any time using the Manage Subscription option in your customer portal.
Pause requests take effect from your next billing date. Your membership benefits will be paused for the selected period and will automatically resume once the pause ends.
To continue seeing the best results, we encourage you to maintain consistency where possible. If you need to make adjustments to better suit your budget or lifestyle, please contact your skincare coach. We’re here to help.
Membership benefits must be used within your 12-month program period and do not roll over or extend beyond your membership end date.
No. The membership fee covers your consultation, personalised skincare program and ongoing support.
Recommended products are purchased separately, so your routine can be tailored to your skin needs, preferences and budget.
Members receive access to exclusive promotional offers and special member-only discounts from time to time.
These offers vary and are subject to availability. We’ll share any current promotions with you via email, so keep an eye on your inbox.
You can update your contact, shipping or payment details at any time through your customer portal on the It’s Tenille website.
If you have trouble accessing your portal, please contact us and we’ll be happy to help.
You don’t need to book anything. Your skincare coach will contact you by email at the appropriate times during your program (approximately weeks 2, 4 and 10) to check in on your progress.
If you have any questions at any time, you’re welcome to contact us via text, email, or direct message on Instagram or Facebook.
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:
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scrutinise the developer's claims
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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
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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:
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Take a clear photo of the issue.
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Get in touch via tenille@itstenille.com.au or our website within 7 days of delivery.
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Hang onto the item while we review it.
We’ll work with you to make it right as quickly as possible.