Innoxa Frequently Asked Questions
Q. How much does delivery cost?
A. Standard Delivery charge for Australian orders is $8.25 (Inc GST) for orders less thatn $50. Orders over $50 occur no delivery fee.
Q. Where do you deliver?
A. We currently deliver within Australia only. Please note as a signature is required, we cannot deliver to a P.O. Box or Locked Bag address.
Q. How long will it take for my order to be delivered?
A. In all, up to about 7 working days but most are delivered within this time. 99% of orders are sent out by the next business day. Orders are sent via our carrier XL Express who aim to deliver your parcel within 1-5 working days of us lodging it. Please consider that we don't post out nor do XL Express deliver on weekends. We cannot guarantee delivery timeframes and have been provided a guide only.
Q. Will I get an email confirmation once my order is placed?
A. Yes. Once your order is placed, an automated email is generated and sent to you to confirm that your order has been received, including a list of the items you have ordered. Please note that your credit card details are not sent in any emails from us. We also recommend that you never send your credit card details via email.
Q. I sent you an email. How long before I get a reply to my email enquiry?
A. We endeavour to answer all emails within 1-2 business days. We are always more than happy to respond to order inquiries.
Q. Why do I need to sign up for an account in order to place an order?
A. Signing up for an account with Innoxa allows you to keep track of your order, as well as the ability to view your previous orders placed with Innoxa. It also allows Innoxa staff to quickly search and reply to any queries you may have about your order.
Q. How secure is my credit card information?
A. Your credit card payment will be conducted directly via the Payment Express payment facility over a Secure Socket Layer (128 bit SSL) connection. Innoxa does not store Credit Card information, or have access to your Credit Card details. Any payments made to this website will appear on your credit card statement as Heritage Brands.
Q. Where can I find ingredients lists for all Innoxa products?
A: Innoxa skincare products have all ingredients printed on the back of the packaging. Colour products are listed on an ingredient list on the stand. If you require specific information about the product, please contact Innoxa. Click here for a full Ingredient Listing for Innoxa products.
Q. Do Innoxa products contain animal ingredients, are they vegan friendly?
A: Click here to see a list of vegan friendly Innoxa products.
Q. How do I locate my nearest Innoxa stockist?
A. INNOXA is available in selected Myer, Priceline, Big W Stores and leading Pharmacies. If you are looking for a specific product, to enquire about your nearest stockist please contact our Customer Service Department on ph: 1300 650 981.
Q. What is Innoxa’s returns policy?
A: Because Innoxa sells its products both directly and indirectly (through distributors) to retailers we are unable to process returns for purchases made from pharmacies or department stores. Should you wish to return an Innoxa product, please contact your place of purchase for a refund or exchange, according to the retailer’s return policy. We advise that you always keep your receipt and check retailer’s conditions for returns.
If for some reason you do not wish to keep a product ordered on Innoxa's website, you may return new and unused items within 14 days of the date of receipt. Innoxa will refund the purchase cost of the product(s) minus shipping and handling changes. Items must be returned in their original condition; no refund can be made for products that have been used. If you receive a defective or incorrect product, please return item to Innoxa within fourteen days, and we will reimburse you for the purchase costs including the return carriage. Please refer to our Returns Policy and Procedure page to learn more.
Q. Does Innoxa test its products on animals?
A: At Innoxa, one of our key principles is that all of our products have never been, and will never be tested on animals.
Q. Do Innoxa products contain animal ingredients, are they vegan friendly?
A: The majority of the INNOXA skincare and colour products are free of animal derivatives, and therefore suitable for vegans. However, in certain products, we do use milk derivatives, wool fat (lanolin) derivatives and silk; the reasons being that no animals were harmed in the production of these ingredients. Should these be of concern to you, the products including these ingredients are all clearly labelled in the ingredients list on each skincare product.
Some colour cosmetics products contain lanolin and beeswax. The retailer will have a full ingredient list for our colour cosmetics products on the stand.
Q. Is Innoxa Australian owned and operated?
A: Yes, Innoxa is an Australian owned company and is operated in our office, situated in Springvale, Victoria, Australia.
Q. Does INNOXA offer training for retailers that stock Innoxa Products?
A. Yes, INNOXA Skincare & cosmetics offers our customers an Online Training opportunity. The comprehensive training includes detailed product information regarding the entire Innoxa Skincare & Cosmetic Range. Please visit our training website:www.innoxatraining.com. Please download the PDF and answer 30 multiple choice questions to receive your training certificate, badge and gift.
Q. Are Innoxa Products allergy tested?
A. All Innoxa products are dermatologically tested. Products that state that they are “Dermatologically tested,” are tested to ensure that they do not cause skin irritation upon their use.
It is advisable that customers with allergies; read the ingredient labels, patch test the product prior to use, and consult their doctor if they are concerned.
Q. I am a retailer, how can I find out more information about stocking Innoxa products?
A. Please feel free to contact our Customer Service Department on 1300 650 981 to find out more from the Sales Representative in your area. We are more than happy to answer any of your queries and discuss the opportunity with you.
Q. What does Innoxa do with discontinued stock?
A. Innoxa regularly updates and refines its skincare and colour ranges. This means that occasionally we discontinue slow selling products to accommodate new and improved products.
Please speak with a consultant at your nearest pharmacy or department store to find out which products have been discontinued. They will be able to guide you to good, alternative product solutions within the Innoxa range.
Alternatively we do have conversion charts for new products to guide our customers to suggested replacement products. Please contact our Customer service department for suggested replacement product on 1300 650 981.
Q. How can I find out more about Innoxa Promotions and Competitions?
A. Join our loyal following online through our Innoxa Facebook webpage: www.facebook.com/innoxa
and keep up to date on our latest Innoxa promotions and competitions. You will also be able to find out about the latest makeup/skincare tips and tricks!
Q: How can I find the expiry date of INNOXA’s products?
A: INNOXA includes a ‘Period After Opening’ (POA) symbol which looks like this on the back of all of our products to optimise our service to consumers. The symbol indicates how many months INNOXA recommends a product should be used after opening.
Q: Are Innoxa skincare products SPF free?
A: Innoxa clearly labels the products in the new skincare range containing an SPF. Across the different skincare ranges, all of the moisture lotions contain an SPF 15.
Q: Which products should I use for my skin type?
A. Innoxa has 5 different skincare ranges which we have specifically designed for different skin types. We strongly recommend that you patch test any new product on the tender skin on the inside of the elbow. If you have sensitive skin we recommend the SUPER SENSITIVE range.
Q: Is it safe to use INNOXA skincare & colour products during pregnancy?
If you have any concerns, we suggest you speak to a qualified health practitioner who can advise you as to which ingredients are suitable to use during pregnancy.
Q: Can Innoxa provide me with free product samples for trial before I purchase?
A: Innoxa provides testers for the moisture lotions in the new skincare range. Due to hygiene reasons we are unable to supply testers for any of the Innoxa products packaged in jars. The majority of our cosmetics range has testers so you are able to try the product before you buy.
Q. Do INNOXA products contain nanoparticles?
A: No, Innoxa products are all free from nanoparticles.
Q. Are any of your deodorants Aluminium Free?
A. The Innoxa Free & Easy Deodorant Range contains an Aluminium Free Deodorant which is Dermatologically tested and suitable for all skin types.
Q. Do you have a fragrance free skincare range for sensitive skin?
A. Yes, INNOXA has a SUPER SENSITIVE Skin range which has been dermatologically tested & approved for sensitive skin. This range is also fragrance free.