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Leanne Merkel (687899)

FAQ'S

Frequently Asked Questions

Q: What makes our products so special?
A: SEACRET products provide a nourishing, healthful retreat for your skin. All SEACRET products contain essential minerals from the Dead Sea in proprietary formulations, in addition to other important natural ingredients that have been carefully selected.

Q: How do SEACRET products help reduce wrinkles?
A: The ageing process, along with environmental elements such as prolonged exposure to the sun and pollution, produces free radicals which can break down the collagen in your skin. SEACRET’s unique ingredients, including vitamins and amino acids, essentials oils, Aloe Vera, Chamomile and minerals from the shore of the Dead Sea encourage the natural Age-Defying regeneration of your own skin cells to promote healthier, younger looking skin.

Q: Do any SEACRET products contain animal ingredients and/or by-products?
A: All SEACRET products are free from animal ingredients and their by-products.

Q: Are SEACRET products tested on animals?
A: SEACRET Direct and its manufacturers do not test on animals.

Q: Why doesn’t the ‘Not Tested on Animals’ logo appear on all SEACRET products?
A: The SEACRET Direct ‘Not Tested on Animals’ logo is not recognised by European and American regulations. Due to SEACRET’s large distribution in these countries the logo will not appear on all products.

Q: Where does SEACRET source their Palm Oil from?
A: All Palm Oil used in SEACRET products are sourced from a company called ADM (Archer Daniels Midland Company) through their French manufacturing facilities. ADM does not knowingly source or purchase Palm Oil from illegally cleared land, or Palm Oil that does not comply with local laws and regulations. ADM are members of the RSPO (Roundtable on Sustainable Palm Oil).

Q: Why don’t all SEACRET products have an expiry date?
A: Under Australian regulations there it is no requirement to place expiry dates on cosmetic products. SEACRET have to place a Batch Number on each product and this is related to the manufacture date and expiry date. If you would like to know the expiry date of a product you have purchased, contact Customer Service on 1300 473 227 and advise the Product Name and Batch Number. Please note, SEACRET never sell products with less than one (1) year expiry.

Q: What does the 6M and 12M printed on the product bottle mean?
A: The 6M and 12M refers to the shelf life of the product. Meaning if your product has 6M written on it, it has a shelf life of six (6) months after opening. If your product has 12M written on it, it has a shelf life of twelve (12) months after opening.

Q: Are your products safe for pregnant women and babies?
A: SEACRET cannot recommend our products for use on pregnant women and children. SEACRET products contain only approved and authorised ingredients however all testing has been done on adult skin. If you have any questions consult your Health Care Professional.

Q: Do SEACRET products help with skin conditions such as Eczema and Rosacea?
A: The Dead Sea is renowned for its healing properties and all SEACRET products are enriched with Dead Sea Minerals. However, the products are designed for cosmetic use and do not hold any medical claims nor can they replace any medicine. SEACRET have many customers claiming the products have helped in relieving skin conditions, however SEACRET do not guarantee they will do so. If you have any questions, consult with your Health Care Professional before using any products.

Q: I am having trouble placing an order. What should I do?
A: The SEACRET Direct website runs most efficiently on Google Chrome. Using other browsers such as Internet Explorer or Mozilla Firefox, may cause glitches. If you are still having technical difficulties, please call Customer Service on 1300 473 227 between 9.00am and 5.00pm Monday to Friday AEST.

Q: How can I pay for my order?
A: SEACRET accepts Mastercard and Visa.

Q: Is it safe to use my credit card on your website?
A: Yes, it is safe to use your credit card on the SEACRET Direct website. During checkout all personal information submitted (name, address and credit card details) is encrypted and sent over a secure connection to our server. SEACRET complies with Industry Standards to protect the security of your personal information both online and offline.

Q: Can I place an order to be shipped to another country?
A: We are currently unable to accept orders that are billed or shipped to destinations outside Australia.

Q: Where is my order?
A: When an order is placed, you will receive an email confirmation with your Australia Post tracking number. Please call Australia Post directly on 13 76 78 to track your parcel. If you do not have a tracking number, contact Customer Service on 1300 473 227. Please note, orders are processed and shipped on business days only (Monday to Friday excluding public holidays). Orders are usually dispatched within 1-2 business days of being received. The products are delivered within 5-7 business days after being dispatched. These timeframes are indicative only and SEACRET do not accept any liability for delayed delivery caused by a third party.

Q: Do I need to sign for my order?
A: All packages must be signed for upon receipt. If you are not at home when your order is delivered, it will be taken to the nearest Post Office for collection.

Q: What happens if my order is returned to SEACRET?
A: If your order is returned to SEACRET due to an incorrect address or failure to collect your parcel from an Australian Post outlet, an additional $15 will be charged to reship the package at your expense. SEACRET will take all reasonable care to deliver to the address given. However, we are not held liable for non-delivery as a result of incorrect data entry.

Q: Can I cancel my order?
A: To cancel an order call Customer Service on 1300 473 227 immediately. The team will do their best to accommodate your request however SEACRET cannot guarantee the order can be cancelled.

Q: Can I return my products?
A: SEACRET offers Customers a money back satisfaction guarantee on products returned within ninety (90) days from the date of sale. If you are dissatisfied with the product for any reason you can return it for a full refund. Original shipping charges are not refundable. Return shipping charges must be paid by the Customer.

Q: What is your return/exchange policy?
A: Please see our Return Policy.