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For all general enquiries please fill out the Form Below and we will respond within 12 hours.

1. FAQ's

As many people discover there can be certain ‘grey areas’ surrounding the definition of natural in skin care. We want to be as transparent as possible so when we make the claim of natural we are referring to an ingredient or ingredients that have been derived from a natural origin.

In the technologically advanced era we are currently living in we are genuinely shocked that this practice is still employed by certain companies, so we will only trade with suppliers who are 100% cruelty free and we can say with certainty that our products are not tested on animals nor are any of the materials used to produce them.

We currently have a 12 month after opening expiration for all of our products which is the best estimate we can give based off of our formulations. There are of course exceptions to this rule like how you store your product and what conditions you are storing your products in.

We have come across this myth marketed by certain companies time and time again and the short answer to this is no it does not degrade the efficacy of skin care products.

Each and every skin care product consists of a preservative system which prevents the growth of mould and bacteria and drastically reduces the oxidation process. Making sure that the preservative system is healthy and natural is the key to prolonging the lifespan of the products while making sure the users skin and health is not compromised in the process.

Oxidation takes time to occur and will eventually happen if you leave the lids off your products, however being mindful and using the packaging the way it was intended will not cause harm to the actives nor hinder the results of our products.

Glass is a far superior product for housing cosmetics, plastics can affect the product that is being contained within them due to the chemicals that are used to produce plastic packaging. Glass is also completely recyclable which is something we are very mindful of here at Novellus.

We have undergone a variety of tests on various participants who claim to have sensitive skin and come up with only positive results thus far, however we understand that not all skin is created the same way. If you have any reservations on using any of our products we do recommend that you try a patch test on your hand and leave for a 1 – 2 hours to see if you experience any sensitive reactions.

If you do experience any adverse reactions when using Novellus we highly recommend you seek the advice of a dermatologist. If you have any questions that are specific to our formulations and or ingredients please get in contact here.

We have developed our range with the intended routine: begin with our Cream Cleanser followed with our Active Facial Serum depending on time of day the appropriate (Day/Night) Cream and finish with our Advanced Eye Cream.

Depending on which country you’re in a general order can take approximately 5 – 10 business days. Of course for our customers in Australia it should be within a couple of working days whereas customers internationally may experience longer waiting times. We do our best to make sure that once we receive your order we have it packed and dispatched within 24 hours.

You should receive a confirmation email once you place an order, to cancel an incorrect order locate the email and navigate to the cancel order option within the email. We allow order cancellations within 2 hours of making the purchase, if it has been longer than 2 hours please get in contact with us to arrange a cancellation.

If you have missed a product and would like to add an additional one, you can place another order with the item(s) you forgot and our system will merge the orders, granted they are within 2 hours of each other.

If you receive an item from Novellus which appears to be damaged or defective in anyway please get in contact with us to arrange a replacement or refund.

Our standard method of shipping does not accommodate for this, however if you require or would like registered mail please include these details in the Order Notes field on our Checkout page.

If you are unable to locate your country on our list of shipping destinations please get in contact with us and we will attempt to arrange the appropriate accomodations for you.

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