FREQUENTLY ASKED QUESTIONS
PRODUCTS
Kirra skincare products are made in the Hunter Valley, Australia – one of the least polluted continents in the world. Our entire manufacturing process is carried out in Australia, encompassing the full production lifecycle, from formulation design and development through to manufacture, filling, packing and distribution.
Yes, we use natural and certified organic, paraben-free preservatives which have been proven to adequately extend your product's shelf life without the high irritant possibility of some synthetic preservatives.
Every Kirra product comes with its own unique batch number and expiry date. Please also check the ‘Use After Opening’ symbol (the little pot with a lid) to find out how many months after opening the product should be used by.
Because all Kirra products are natural and have their shelf-life extended by natural preservatives these need to be stored in a dark, cool place under 30 degrees C. In the hot summer months, we recommend storing your Kirra water-based products such as creams, serums, masks, cleansers and toners in an air-conditioned area or refrigerator. Kirra balms and deodorants should also be stored under 30 degrees C to avoid melting. Never leave in places such as hot cars, in direct sunlight or on hot surfaces.
Yes, we pride ourselves on being truly natural and are honest to our customers. The only products we stock that are not 100% natural are our Hand Sanitisers. In the future, we aim to provide a more natural solution for our Hand Sanitisers.
No derived mineral oils, no genetically changed components, no artificial dyes, no artificial fragrance, no pesticides or herbicides, no parabens (synthetic preservatives), no petrochemical, no sodium lauryl/laureth sulfates (no SLS), no harmful chemical components, no nano-particles.
The scent and colour of Kirra products may vary as we use only 100% natural ingredients which can vary from batch to batch. Natural colour and essential oils also tend to fade over time or when exposed to sunlight.
Yes, some Kirra products are suitable while pregnant, please click and view Shop > Featured > Pregnancy Safe.
While some essential oils are considered safe during pregnancy and breastfeeding at a low dosage, we recommend avoiding products which contain any essential oils under these circumstances. Because you (and your little one) are potentially very sensitive during this stage of life, it is also best to patch test any new products before use. Take caution while handling infants, babies, and children after applying skincare on your own skin. Extra care should be taken when breastfeeding to ensure no products are ingested by infants.
Yes, if in doubt, patch test the product. Always check our readily available ingredient lists on our website or on our products to make sure to avoid known personal allergens and carefully follow product directions. If a reaction occurs, immediately rinse, discontinue use, and seek medical advice if needed. Kirra is not liable for any individual reactions to any ingredient.
Kirra products have been designed for sensitive skin while still providing active and visible benefits after daily use for 4 weeks. Results may vary.
No, Kirra does not test on animals. Kirra products have been tested on humans only.
Many of the Kirra products are vegan but ingredients such as honey and beeswax, which are very beneficial to some skin and hair types, are used in selected products. To find out which products are vegan, please click and view in Shop > Featured > Vegan.
Kirra does not use any synthetic / artificial fragrances. We instead use very low percentages of essential oils and essential oil blends. For our unscented products, the aroma comes from the natural ingredients such as the carrier oils or butters, and so on which have their own aroma.
Yes, most of our products are Gluten Free. Some products contain Colloidal Oatmeal, please check our readily available ingredient lists online or on our products for any personal allergens.
No, our products are Palm Oil (and derivative) free.
Cetearyl Alcohol is a “good” alcohol which is actually a wax derived naturally from coconut fatty acids. Unlike Ethanol (a “bad’ alcohol in skincare which can cause severe drying of the skin), Cetearyl Alcohol is used to moisturise the skin and enhances product texture without irritation.
PURCHASING
To provide the best and highest payment security we are using the PayPal Payment System. We also use industry-leading technology (such as SSL) to keep your information safe.
PayPal, Visa, MasterCard, and Bankcard.
All our products are handcrafted in small batches, so there may be times where we run out of stock. We will do our best to restock as soon as possible. You can contact us to find out when it will be back in stock.
Orders can only be cancelled up to 30 minutes after you placed your order. If the order was placed on a weekend or during a holiday where our customer service is closed the order cannot be cancelled. If the order can no longer be cancelled, please use our returns procedure to return products. Shipping costs are non-refundable.
SHIPPING
No, we do not offer worldwide shipping at the moment. We are looking into offering this in the future.
You will receive a tracking number once the order is shipped. If you have not received a tracking number, please double check your junk and spam folders. Allow 1-3 business days from your payment date to process your order and dispatch from our warehouse. Orders are not shipped or delivered on weekends or public holidays.
It takes 1-3 business days from your payment date to process your order and dispatch from our warehouse. Orders are not processed or dispatched on weekends or public holidays.
Contact us as soon as possible with your order confirmation number as the subject line at info@kirra-aus.com.au.
Wrong Address: If your parcel is not sent out yet, we may be able to change this for you.
Wrong Product: Unfortunately, after you confirm and pay your order, we cannot make changes to the products in your order. Please use our returns procedure to return products. Shipping costs are non-refundable.
Contact us as soon as possible with your order confirmation number as the subject line at info@kirra-aus.com.au. Report within 14 days of receiving damaged products. Please provide us with pictures of the damaged goods so we can organise replacements or refunds of the damaged product as per Australian Consumer Law.
Contact us as soon as possible with your order confirmation number as the subject line and include pictures of incorrect items at info@kirra-aus.com.au.
RETURNS
In the unlikely event that you are not happy with your Kirra order from https://kirra-aus.com/ you can return any Kirra product within 14 days of receiving your order.
Returns Procedure:
1. If you wish to return a Kirra Product/s, return needs to be made within 14 days from the day you received the product/s.
2. Send us an email to info@kirra-aus.com.au with your order confirmation number as the subject line within 14 days.
3. We may ask you to send pictures and return the product to our warehouse.
4. Returns Shipment:
a. Returns shipping costs, upon change of mind (undamaged, unused, and in its original packaging),
are payable by the customer.
b. Returns shipping costs, of damaged goods caused in shipment to the customer, are payable by
Kirra and need to be shipped to Kirra by the customer within 7 days of reporting damaged
goods.
c. Shipping costs are non-refundable.
5. Make sure that your returns shipment is packed well to avoid the returned product from arriving damaged at our warehouse making the products ineligible for return.
What makes a product eligible for a return:
1. Unopened, unused, and in its original packaging the way you have received the product/s.
2. Your product/s have been damaged in transit to you. Please note, damage caused by dropping or misusing the product will make the product ineligible for return.
Return Rejected:
Kirra has the right to reject returns if the returned product/s do not meet the above criteria.
PROMO CODES
Promo Codes / Coupon Codes can be applied in the Coupon Code box during Checkout.
No, please choose one promo code at a time.
Some promo codes only have a short period they can be applied, while some can only be applied on certain products, or the amount you are spending. Shipping costs are not included in spend requirements for any promo code. Please check your promo code for any requirements and details.
E-GIFT CARDS
Coming soon!
CUSTOMER LOYALTY PROGRAM
Coming soon!
Coming soon!
Coming soon!
OTHER
Feel free to email us at info@kirra-aus.com.au.
