Frequently Asked Questions
Welcome to our page of never-ending questions – if you think it, then it’s probably here on our page. If it’s not, then shoot us a message to info@skinhavenexclusive.com.au and we’ll get back to you!
Join the S.H.E. Family – Becoming a Stockist
How do I become a S.H.E. stockist?
To become a S.H.E stockist you need to apply via the ‘Apply for Wholesale’ link on our website (I’ll pop a link here to make it easy for you Link to wholesale). We will ask you a few questions and once your application is approved you’ll be emailed by one of our amazing team members to get you set up with the login details and have you on your way!
Why is S.H.E. salon exclusive?
S.H.E are exclusive products sold only to Skin and Hair Professionals and we do not sell our retail products online. We have an application process to ensure that you are a part of the Hair and Beauty Industry.
We know how frustrating it can be to see your Salon Products online discounted less than you pay wholesale for. That’s why we are specific and do not sell our products to everyone.
We understand that you work hard in your businesses and should be able to rely on your products and their pricing and not be undercut.
As we are an exclusive Salon only product, only approved Stockists are able to sell our products to Consumers.
We will provide you with a Recommended Retail Price list – this is just that recommended. It’s your business so you choose how much you sell our product for. We will offer you a discounted formula which, if implemented, means you will always maintain a good margin.
Our products can be sold on your approved online shop – we will offer professional images for this and highly recommend online selling.
What are the opening order details?
To view our opening order and specials you will first need to apply for wholesale via the ‘Apply for Wholesale’ link on our website (I’ll pop a link here to make it easy Link to wholesale). We will then be in touch with everything you need to get your S.H.E journey started like the opening order details, training, marketing and login information! How exciting!
Do you offer training or help once we become a stockist?
Boy do we! Education, training and support is a HUGE part of our mission to empower the Kings and Queens of the hair and beauty industry. Being part of the S.H.E family will give you and your team 24/7 access to The Classroom (a training portal full of manuals, videos and support), The Media Room (everything you need for social media, marketing and more) and in direct contact with a S.H.E team member who is dedicated to supporting you.
We know how important support and contact is with our family – whilst not over doing it!
When and how do we pay?
Full Payment is required at time of order and prior to your products being sent.
We accept Paypal, Bank Deposit and all Major Credit Cards – some may incur charges.
Intellectual Property
Skin Haven Exclusive will retain ownership and all property rights in relation to any materials and information provided to our stockists such as:
- Marketing Materials
- Images
- Logos
- Training Manuals
- Ingredients Sheets
- Videos
Our S.H.E Family Stockists can only use our materials and information whilst stocking our products.
Saying Goodbye
At any time, S.H.E can immediately stop their supply and agreement to supply Stockists with our products.
Why Sheet Masks – About the Masks
Why choose sheet masks?
Because they’re amazing! But if you need a little more science than keep reading.
Our Masks use Biocellulose Technology which clings to the face acting like a second skin for superior absorption of active ingredients.
They are easy to use, a world wide sensation and better than sliced bread!
When would I use a sheet mask at home or in the treatment room?
At home you should use your S.H.E sheet mask after you have cleansed and exfoliated the skin. Then apply your S.H.E sheet mask for 15 minutes (take this time to put your feet up with a glass of tea or wine, you deserve it!). After 15 minutes peel off the sheet mask and massage the remaining serum over the face and neck to enjoy your new glow!
We recommend repeating this twice weekly in between professional treatments for optimal results.
In the treatment room at your salon on spa we recommend referring to our S.H.E Manual (located in The Classroom via our training portal. Here’s the link to make it easy Link to The Classroom) where you’ll find all the best ways to use our amazing sheet masks to create an unforgettable experience for your clients.
What other modalities can the masks be used under or with?
Our masks have been tried and tested to be used in Professional Treatments after Micro/Hydrodermabrasion, Skin Peels and LED.
We do not recommend using the masks with electric facial machinery, however they can be used before or after.
Do they contain any of the nasties?
Simply put, nope! You won’t find any nasties like PEGs, sulfates (SLS/SLES), GMOs, mineral oils, petrolatum, aluminum or synthetic colours in our S.H.E range.
What about fragrances?
Some of our products may have light fragrance – if so, the details are included in the ingredients list. We do ensure that our products are not overpowering.
Does S.H.E. test on animals?
Hell no! We LOVE LOVE LOVE animals (say hi to your dog from us). We do not support nor use products that test on animals – we are passionate animal advocates.
Where are the masks made?
S.H.E is based in Brisvegas (or Brisbane as some might know it), Queensland Australia!
After months of investigating, we decided Taiwan, a skincare capital, was the best place to make our masks for their leading edge technology and formulations.
Is S.H.E. vegan?
Yes she is vegan and we love that about our masks!
How soon will I see results?
Instantly! But for the best and most consistent results we recommend applying your mask twice weekly in between professional treatments.
Can I leave the serum in the masks on my face after I remove the mask?
Not only could you leave the serum on the face after you remove your mask we recommend you do! Our masks are drenched in skin loving and active ingredients that will soak into your skin like a big glass of water! Don’t forget to show your neck and chest some love, massage it all the way down.
How do you use our masks?
All our masks can be used at Room Temperature, heated up in warm water or thrown in the fridge for that extra cool effect.
All our masks have individual instructions on them but it’s pretty simple with three easy steps…
- Clean the skin
- Apply your mask and smooth out onto the skin. Leave for 15-20 minutes and relax
- Remove mask and massage extra serum into the skin and voila you’re good to go!
Delivery
How is my order delivered?
Orders will be delivered via Australia Post or Courier. We can provide you with a tracking ID.
How long does it take for the order to arrive?
Orders usually arrive in 4-6 business days however, please note there may currently be delays relating to COVID.
How can I change my order if I make a mistake?
If you make a mistake, please contact S.H.E immediately and we will try our best to help. We cannot guarantee changes can be made if your order has already been processed.
Where do you ship to?
Currently we only ship to our S.H.E family in Australia.
If you’re outside this zone and interested drop us a line!
We know how important support and contact is with our family – whilst not over doing it!
Returns
What happens if I receive my order and there is an issue?
If you receive your products and there is a fault or breakages, please contact S.H.E immediately.
All faulty or broken products will need to be photographed and emailed to S.H.E for verification. Please keep your products as we may request you to send them back – we know it might be a hassle but it’s to ensure quality with our products.
We do require that any errors or breakages need to be reported within 7 business days of receiving your order.
Please contact us once email has been sent for further information on the returns and refund process.
If agreed, we will return funds equal to the product amount processed less any freight fees by the payment method selected when order was placed.
What if I change my mind once purchased?
We do not offer a refund or return for change of mind purchases.
What happens if someone has a reaction to one of our masks?
If a reaction occurs, we recommend immediately washing the face with cold water to remove any trace of product. If irritation occurs, please seek medical advice. We provide ingredients lists to all products.
Please also advise us and we will discuss further in detail with you.