FAQ

WHY DO TWEENS AND TEENS NEED A SKINCARE ROUTINE?

It’s important for tweens and teens to understand that our skin is our body’s first line of defence and is a very important organ that deserves as much care and attention as the rest of our health. Maintaining a healthy barrier function and protecting our skin from UV damage should be top priority every day. As teens begin to experience oily skin and breakouts it's also essential to establish a gentle and balancing routine that helps clear the skin without irritation.


WHAT MAKES SKINTWEEN DIFFERENT FROM OTHER ONLINE BEAUTY STORES?

SKINtween was created by Michelle Geyer who holds a Diploma in Organic Skincare Formulation and has spent the past 10 years researching and testing the best natural and organic skincare products available on the market. The products and bundles we have selected for our store have been thoroughly researched and tested, with most products receiving 5 star reviews and winning multiple awards.

 

WHY DON'T YOU HAVE A HUGE STOCK SELECTION?

We are very particular about the products that we stock at SKINtween. From ingredients to certifications and personally testing, we ensure all products feel good and are good for your skin.

OUR INGREDIENTS CRITERIA
  • Certified Organic or Naturally Derived where possible
  • Cruelty Free
  • No Parabens, SLS, Artificial Fragrance, Talc, EDTA
  • No unnecessary active ingredients - particularly for tweens
  • Gentle and effective oily and acne prone skin options
  • Delicate Pre-Teen skin options
OUR PRODUCT CRITERIA

Even if a product meets all of our ingredients and certification criteria, it still needs to be appealing to use.

  • Feels nice to apply and leaves a nice finish on the skin
  • Minimal fragrance with no overpowering scent
  • Affordable
  • Easy to use and apply
PROOF
  • Real results & reviews backed by the best industry awards
  • Personally tried and tested by our team


 

CAN I FIND ANY OF THE SKINTWEEN BUNDLES IN STORE?

Whilst some of our products are available individually in store, our bundles have been carefully curated to support specific skin concerns and are available exclusively at SKINtween.


ARE ANY SKINTWEEN PRODUCTS TESTED ON ANIMALS?

No! All of our products are Cruelty Free and tested on humans, not animals!


ARE SKINTWEEN PRODUCTS NATURAL AND ORGANIC?

All of our products are either Certified Organic or formulated with naturally derived ingredients. We choose products that are free from parabens, SLS, artificial fragrance and PEGs as these are known skin irritants that have been linked to hormone disruption and hold carcinogenic properties.


DO ANY OF YOUR PRODUCTS CONTAIN ACTIVE INGREDIENTS?

Our Balance & Glow Duo is designed for teens experiencing oily skin. LAMAV's Sweet Orange Cleanser contains natural fruit derived AHA's to clear the skin and encourage cellular turnover. The Skin Balancing Fluid contains naturally derived Vitamin C to assist with the healing of blemishes and minimising signs of scarring and pigmentation.

Our Bro Basics is designed for teens experiencing oily skin. LAMAV's Sweet Orange Cleanser contains natural fruit derived AHA's to clear the skin and encourage cellular turnover. The Hyaluronic moisture cream contains the most gentle of all active ingredients - Hyaluronic Acid to deliver lightweight hydration.

Our Everyday Essentials Bundle contains no active ingredients and no essential oils, making it ideal for sensitive tween skin.

Our Team Sensitive Duo with LAMAV's Hyaluronic moisture cream contains the most gentle of all active ingredients - Hyaluronic Acid to deliver lightweight hydration.

 

DO YOU OFFER A SATISFACTION GUARANTEE?

Yes! We offer a 30-Day Satisfaction Guarantee to support healthy skin habits and help new users feel confident trying our products.

What does the guarantee cover?

Our guarantee covers concerns related to skin barrier health, including:

  • Mild breakouts

  • Dehydration

  • Dryness or imbalance

  • General lack of skin improvement

What isn’t covered?

The guarantee does not apply to:

  • Pre-existing skin or medical conditions (eczema, acne, rosacea, psoriasis, dermatitis, melasma, pigmentation, milia, fine lines, wrinkles)

  • Personal preferences like texture or scent

  • Reactions caused by strong actives, exfoliants or other products used alongside our recommendations

  • Incorrect or inconsistent product use

  • Claims submitted more than 30 days after receiving your order

What if I have allergies?

All ingredients are listed on each product page.
Please check for any allergies—especially nut allergies (macadamia or almond oils)—before purchasing.
We cannot provide refunds for allergic reactions linked to undisclosed allergies.

How do I make a claim?

Simply contact us within 30 days of receiving your order and provide your:

  • Order number

  • Concerns

  • Photos (if helpful)

  • Current skincare routine

This helps us assess your skin and guide you correctly.

Do I need to return the product?

Sometimes. If a return is required:

  • Return postage is the customer’s responsibility

  • Tracked shipping is recommended

  • Refunds exclude original shipping costs

How will my refund be processed?

Refunds are issued to the same payment method used at checkout and may take up to 5 business days to appear on your statement.