FAQs

FAQs

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Product FAQs

Do you guys test on animals?
Those cute little furry things we love and adore? No way! Not one of our single ingredients or products are tested on animals and we are cruelty free. We just use it on ourselves.

 

Should I refrigerate Aceology products?
The masks naturally have a cooling effect on your skin. You don’t need to refrigerate the sachets but do store them in a cool, dry place and out of direct heat and sunlight. Save the fridge for your snacks ;)

 

Can I use my fingers to apply the modeling masks?
We know it’s tempting to use what nature gave you but we recommend using the spatula to apply the masks to ensure a seamless application. That nifty beauty tool is skilled at pressing and smoothing the mask onto your skin.

 

Can I use Aceology products with my existing skincare regime?
Oh we totally recommend it. Our masks are designed to boost your existing daily regime with a bunch of high active ingredients often not found in daily use skincare products.

I’ve opened the modeling mask sachets and haven’t used the entire thing. Can I save the leftovers for later?
We recommend using the whole thing in one go; our product in the sachets are designed for single use. Think of it this way - it’s like taking a bite into an apple and leaving it there for hours before munching on it again. By then it’s gone all brown and gross. I mean, technically you can but it won’t be fresh and we would advise against it.

 

But, I’ve found that there’s too much product for my face.
Is there really nothing I can do with the leftovers?
Ok we’ll share a little secret (just between us). Although we recommend applying a thick layer onto your face and using the whole mixture, if you’ve really found that there’s leftovers, smooth it onto your neck and/or décolletage. They need some TLC too and research shows that your neck is a major body part that shows aging first.

Shipping FAQs

We know YOUR time is precious. So we're making sure every part of the shipping process is as efficient as possible.

Before you know it, a little package will show up at your door and you get to do your little happy dance.

We use Star Track Couriers for domestic orders and Australia Post for international orders to ensure that every customer order is trackable.

For our fellow Aussies

Online orders that are delivered domestically within Australia are freight free.

There are three options available for domestic shipping.

1. Standard FREE Shipping: 2-9 working days from Dispatch with Authority to Leave (courier has permission to leave your parcel unattended without a signature.)

2. Standard FREE Shipping: 2-9 working days from Dispatch with Signature on Delivery

3. Express Shipping AUD $10: 1-3 days from Dispatch.

If your package has not arrived within the specified time frame, please check your tracking details on your confirmation email.

For further information, please contact us on care@aceology.co

For Ms/Mr Worldwide

All online orders that are delivered internationally will be calculated and added to your order upon checkout.

This excludes customs duties or taxes. Customs duties or taxes will be additional fees charged by each individual country and are the responsibility of the customer.

There are two options available for domestic shipping.

1. Standard Shipping AUD $15: 14-21 days from Dispatch

2. Express Shipping AUD $30: 3-5 days from Dispatch

If your package has not arrived within the specified time frame, please check your tracking details on your confirmation email.

For further information, please contact us on care@aceology.co

Refund & Returns FAQs

I've used one of the masks and I'm not happy with it :(

If you aren’t 100% satisfied with your first masks, get in touch (care@aceology.co) send us back the remaining masks from your box and we’ll issue you a full refund.

So, how do refunds work?

Aceology will fully refund or replace any goods purchased if they are found to be faulty, damaged or have caused a skin reaction.

Refunds will be processed in the same form that you originally paid for your order upon receipt of the returned products. Please note that refunds cannot be processed to expired credit cards.

The total value of the refund will equal the payment made for the goods purchased, excluding freight and any other relevant fees, including Customs or Import fees, if any.

We are unable to accept returns or exchanges of product unless it was purchased through www.aceology.co. For purchases made other than via www.aceology.co, please consult with the Brand Partner where you purchased the product for their return and exchange policy.

If the products you wish to return were purchased at a promotional or special offer price, the credit refund will be no more than the price paid for the products at the time of purchase.

In the case of gift packs or product kits, the entire pack must be returned intact. Individual products will not be refunded.

I made a mistake. I need to change or cancel my order,what do I do?

First of all, no need to panic.

We dispatch orders before 1pm Monday to Friday on the same day of order.

If you have changed your mind about your order and would like to cancel or change it, please email care@aceology.co as soon as possible, quoting your order number.

 

 

Uh, I received the incorrect order. What do I do now?

If you have received your order from Aceology and something isn't quite right, please email care@aceology.coso that we can arrange to have the correct products sent to you and the incorrect products returned.

The correct replacement will be dispatched within 2 working days. Your return must be accompanied with a proof of purchase and the products must be returned in a new, unused and re-saleable condition.

Please also advise us as soon as possible if your order has been delivered significantly late, damaged or incorrect. If this is the case, please email us at care@aceology.co

 

I think my product is faulty. Can I exchange it?

In the unlikely case there is a production error, Aceology will replace your product. Simply email us care@aceology.co with a description and photo of your product and we'll get another set of masks to you, quick smart.

 

Where do I return my products?

If you received your order placed via www.aceology.co and wish to return it to us in accordance with the conditions listed above, please send it to:

Aceology Customer Returns
Suite 3, Level 10, 70 Phillip Street. Sydney, NSW, Australia 2000

Glossary

We know how just how complex and confusing the skincare world can be. But never fear! Every fancy word that appears in our products, decoded for your pleasure!

*Watch this space, this is an ever-evolving glossary of ingredients, formulations and self-care terms to keep you informed and up-to-date with all the in's and out's of our products.

Collagen
Ok, let's start with an easy one - This powerful protein is essentially what keeps us looking young. It minimises the appearance of fine lines and wrinkles, giving our skin the plump touch of youth.

Peptides
The real question: is there anything peptides can’t do? These remarkable all-rounders have both skin-soothing and skin-restoring properties, making them the perfect anti-ager for sensitive skin.

Acetyle Hexapeptide-8
These nifty peptides prevent muscle contractions that lead to fine lines and wrinkles. Look for this when you're wanting a less invasive measure to muscle-relaxant injections.

Copper Tripeptide-1
This combination of copper and three amino acids activates the skin's renewal process and removes damaged collagen, elastin and scar tissue from the skin.

Andenosine
This proven anti-ager communicates with cells to energise the skin which makes it appear younger and smoother.

Squalane
A highly-effective natural emollient and antioxidant; squalane counteracts dryness and acts as a moisture-magnet, sealing in hydration.

Hyaluronic Acid
Do not be afraid! Hyaluronic Acid or HA is your skin's friend, not foe. Considered the holy grail of hydrators, this acid draws in moisture and gives you dewy and fresh skin.

Charcoal 
This powder created by charring organic material, has unrivalled absorption and purification properties. It soaks up toxins and dirt to deep-cleanse your pores.

Rose
You probably didn't need an explanation on this one but did you know what this sweet smelling flower's extracts protect skin against free radical damage and can reduce redness, dark marks and imperfections.

Apricot
Not just a delicious fruit stone fruit, apricots contain a botanical ingredient that's rich in vitamins C and A. It soothes, brightens and softens skin.

Witch Hazel
This natural astringent has amazing pore-tightening capabilities, mending inflamed skin and reducing redness. Also has the coolest name!

Tea Tree
Derived from the leaves of the Australian Melaleuca tree, tea tree extract has anti-fungal and anti-inflammatory qualities. It helps nix acne by fighting off bacteria that leads to breakouts.

Cornus Fruit
Bursting at the seams with antioxidants, cornus fruit increases brightens skin, increases elasticity and reduces inflammation.

Pomegranate 
An antioxidant-packed extract that's high in Vitamin C to improve skin texture and tone.

Chamomile 
Chamomile is known for its soothing properties, this gentle but effective ingredient calms and softens your skin.

Chestnut bark 
This plant extract removes dead skin cells and improves texture. It also assists in decongesting the pores.

  • Product & Ingredients
  • Shipping
  • Returns & Refunds
  • The AAA Glossary

Do you guys test on animals?

Those cute little furry things? No way! None of our single ingredients or products are tested on animals and we are cruelty free. We just use it on ourselves.

 

Should I refrigerate Aceology products?

The masks naturally have a cooling effect on your skin. You don’t need to refrigerate the sachets but do store them in a cool, dry place and out of direct heat and sunlight. Save the fridge for your snacks ;)

 

Can I use my fingers to apply the modeling masks?

We know it’s tempting to use what nature gave you but we recommend using the spatula to apply the masks to ensure a seamless application. That nifty beauty tool is skilled at pressing and smoothing the mask onto your skin.

 

What should I put on my face after the mask?

We would recommend massaging the serum into your skin after you've removed the mask. Then you can go ahead with your normal skincare routine of serum, moisturiser and eye cream. It's also a good idea to cleanse and exfoliate your face before applying the mask and not immediately after.

 

What does it mean that Aceology is PETA certified?

First of all PETA is the largest animal rights organization in the world! Here at Aceology, we care about your pets too, so we’ve signed PETA’s statement verifying that our products DO NOT conduct animal tests on ingredients, formulations, or finished products and our company with continue to pledge so in the future.

I’ve opened the modeling mask sachets and haven’t used the entire thing. Can I save the leftovers for later?

Our products in sachets are designed for single use so we recommend using the whole thing in one go. Our fancy sciencey blend of ingredients are activated on opening so the fresher they are, the more effective they are.

 

But, I’ve found that there’s too much product for my face.
Is there really nothing I can do with the leftovers?

Ok we’ll share a little secret (just between us). Although we recommend applying a thick layer onto your face and using the whole mixture, if you prefer, you can smooth it onto your neck and/or décolletage as well and give those areas some TLC.


Can I use Aceology products with my existing skincare regime?

Oh we totally recommend it. Our masks are designed to boost your existing daily regime with a bunch of high active ingredients often not found in daily use skincare products.

How often should I use your masks?

We recommend that you use our modeling masks 1-2 times per week for optimum results, however, you'll notice instant results after just one use.

 

We know YOUR time is precious. So we're making sure every part of the shipping process is as efficient as possible.

Before you know it, a little package will show up at your door *cue happy dance*.

We use Star Track Couriers for domestic orders andAustralia Post for international orders to ensure that every customer order is trackable.

For the Aussies

Can we get a YAS QUEEN for free shipping? All online orders delivered domestically within Australia are freight free.

There are three options available for domestic shipping.

1. Standard FREE Shipping:2-9 working days from Dispatch with Authority to Leave (courier has permission to leave your parcel unattended without a signature.)

2. Standard FREE Shipping: 2-9 working days from Dispatch with Signature on Delivery

3. Express Shipping AUD $10: 1-3 days from Dispatch.

If your package has not arrived within the specified time frame, please check your tracking details on your confirmation email.

For further information, please contact us on care@aceology.co

For Ms/Mr Worldwide

All online orders sent across the seas will be calculated and added to your order upon checkout.

This excludes customs duties or taxes. Customs duties or taxes will be additional fees charged by each individual country and are the responsibility of the customer.

There are two options available for international shipping.

1. Standard Shipping AUD $15: 14-21 days from Dispatch

2. Express Shipping AUD $30: 3-5 days from Dispatch

If your package has not arrived within the specified time frame, please check your tracking details on your confirmation email.

For further information, please contact us on care@aceology.co 

I've used one of the masks and I'm not happy with it :(

If you aren’t 100% satisfied with your first masks, get in touch (care@aceology.co) send us back the remaining masks or tools from your box and we’ll issue you a full refund within 30 days of receiving your product.

So, how do refunds work?

Aceology will fully refund or replace any goods purchased if they are found to be faulty, damaged or have caused a skin reaction.

Refunds will be processed in the same form that you originally paid for your order upon receipt of the returned products. Please note that refunds cannot be processed to expired credit cards.

The total value of the refund will equal the payment made for the goods purchased, excluding freight and any other relevant fees, including Customs or Import fees, if any.

We are unable to accept returns or exchanges of product unless it was purchased through www.aceology.co. For purchases made other than via www.aceology.co, please consult with the Brand Partner where you purchased the product for their return and exchange policy.

If the products you wish to return were purchased at a promotional or special offer price, the credit refund will be no more than the price paid for the products at the time of purchase.

In the case of gift packs or product kits, the entire pack must be returned intact. Individual products will not be refunded.

I made a mistake. I need to change or cancel my order,what do I do?

First of all, no need to panic.

We dispatch orders before 1pm Monday to Friday on the same day of order.

If you have changed your mind about your order and would like to cancel or change it, please email care@aceology.co as soon as possible, quoting your order number.

 

 

Uh, I received the incorrect order. What do I do now?

If you have received your order from Aceology and something isn't quite right, please email care@aceology.coso that we can arrange to have the correct products sent to you and the incorrect products returned.

The correct replacement will be dispatched within 2 working days. Your return must be accompanied with a proof of purchase and the products must be returned in a new, unused and re-saleable condition.

Please also advise us as soon as possible if your order has been delivered significantly late, damaged or incorrect. If this is the case, please email us at care@aceology.co

 

Um ... I think my product is faulty. Can I exchange it?

In the unlikely case there is a production error, Aceology will replace your product. Simply email us care@aceology.co with a description and photo of your product and we'll get another set of masks to you, quick smart.

 

Where do I return my products?

If you received your order placed via www.aceology.co and wish to return it to us in accordance with the conditions listed above, please send it to:

Aceology Customer Returns
Suite 3, Level 10, 70 Phillip Street. Sydney, NSW, Australia 2000

We know how just how complex and confusing the skincare world can be.
But never fear! Every fancy word that appears in our products, decoded for your pleasure!

*Watch this space, this is an ever-evolving glossary of ingredients, formulations and self-care terms to keep you in the know!

Collagen
Ok, let's start with an easy one - This powerful protein is essentially what keeps us looking young. It minimises the appearance of fine lines and wrinkles, giving our skin the plump touch of youth.

 

Peptides
The real question: is there anything peptides can’t do? These remarkable all-rounders have both skin-soothing and skin-restoring properties, making them the perfect anti-ager for sensitive skin.

 

Acetyle Hexapeptide-8
These nifty peptides prevent muscle contractions that lead to fine lines and wrinkles. Look for this when you're wanting a less invasive measure to muscle-relaxant injections.

 

Copper Tripeptide-1
This combination of copper and three amino acids activates the skin's renewal process and removes damaged collagen, elastin and scar tissue from the skin.

 

Ceramide 3
A naturally-occurring fatty acid found within the skin; ceramide 3 creates a barrier to protect against the elements and lock in moisture.

 

Andenosine
This proven anti-ager communicates with cells to energise the skin which makes it appear younger and smoother. *magic*

 

Squalane
A highly-effective natural emollient and antioxidant; squalane counteracts dryness and acts as a moisture-magnet, sealing in hydration.

 

Hyaluronic Acid
Do not be afraid! Hyaluronic Acid or HA is your skin's friend, not foe. Considered the holy grail of hydrators, this acid draws in moisture and gives you dewy and fresh skin.

 

Alginate
Think algae when you see alginate. It’s a fibre naturally found in kelp and it removes excess sebum and wards off pollution. Perfect for urban-dwellers!

 

Rose Petal Extract
This fragrant extract is the skincare equivalent of a hug; it protects against free radical damage, moisturises, shrinks pores and calms redness.

 

Rosewater
An ultra-hydrating extract with anti-inflammatory effects; it soothes and nourishes skin that needs a bit of support.

 

Sea buckthorn fruit
An ultra-hydrating extract with anti-inflammatory effects; it soothes and nourishes skin that needs a bit of support.

 

Centella
Teeming with antioxidants; it super ingredient increases collagen, reduces inflammation and speeds up the healing process.

 

Gotu kola
Chinese medicinal ‘miracle elixir or life’ calms, refines, strengthens skin barrier, boosts collagen and improves skin elasticity.


Honeysuckle
Smoothes uneven skin tone, delivers a youthful glow and protects cells.

Rose
You probably didn't need an explanation on this one but did you know that this sweet smelling flower's extract protects skin against free radical damage and can reduce redness, dark marks and imperfections.

 

Apricot
Not just a delicious stone fruit, apricots contain a botanical ingredient that's rich in vitamins C and A. It soothes, brightens and softens skin.

 

Charcoal 
This powder created by charring organic material, has unrivalled absorption and purification properties. It soaks up toxins and dirt to deep-cleanse your pores.

 

Witch Hazel
This natural astringent has amazing pore-tightening capabilities, mending inflamed skin and reducing redness. Also has the coolest name!

 

Tea Tree
Derived from the leaves of the Australian Melaleuca tree, tea tree extract has anti-fungal and anti-inflammatory qualities. It helps nix acne by fighting off bacteria that leads to breakouts.

 

Cornus Fruit
Bursting at the seams with antioxidants, cornus fruit increases brightens skin, increases elasticity and reduces inflammation.

 

Pomegranate 
An antioxidant-packed extract that's high in Vitamin C to improve skin texture and tone.

 

Chamomile 
Chamomile is known for its soothing properties, this gentle but effective ingredient calms and softens your skin.

 

Chestnut bark 
This plant extract removes dead skin cells and improves texture. It also assists in decongesting the pores.

 

Green Tea 
This botanical extract is an overachiever to the highest degree. Green tea is a potent antioxidant; it energizes the skin’s surface; it has anti-inflammatory properties; it can improve the appearance of sun damaged skin; it soothes and nourishes.

 

Evening Primrose
A natural emollient high in antioxidants and omega-6 essential fatty acids; evening primrose extract nourishes and hydrates skin, leaving it soft and supple.

 

Mirabilis Jalapa Flower
Also known as the four o’clock flower, mirabilis jalapa extract calms irritation and helps to restore the skin’s protective barrier.

 

Peony
An extract derived from the peony plant, it stimulates microcirculation, smoothes and reduces swelling.

 

Yarrow
Calms inflammation and reduces redness, powerful healing properties to restore skin cells.

 

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