Online Order FAQs
What payment options do you accept?
We accept VISA, MasterCard, Amex, QCard, Polipay, Afterpay and PayPal.
I don't shop online and I'm worried about security.
Providing you with a safe, secure shopping experience is paramount to us. We use the secure DPS Hosted Payment Solution to process online orders. Your card is authorised and debited in real time in an SSL secure environment. The Hosted Payment Solution enables us to offer you a safe and speedy online shopping experience. For detailed information, see terms and legal.
My international Air Mail parcel isn’t showing much movement in the tracking screen. Should I be worried?
Some international mail carriers update the status of a parcel very infrequently, so it’s likely that your parcel is a lot closer than you think. If your parcel has not arrived within 15 working days, please contact us for assistance.
*Some rural deliveries may take longer.
When you sign up for our Subscription program, you can save 15% off on all future auto delivery shipments. You can select and adjust your shipment frequency, or cancel at any time by logging into your account via email and editing your subscriptions.
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Submit a question here to our Customer Support centre.
Are Trilogy products tested on animals?
No. Trilogy is a cruelty free company, accredited by NATRUE.
Do any of your products contain palm oil?
A few of our products contain ingredients derived from palm oil. We only source these from suppliers which hold RSPO Sustainable Palm Oil Certification.
What exfoliating agent is used in my Gentle Facial Exfoliant?
Gentle Facial Exfoliant contains jojoba wax beads, which are tiny, perfectly round spheres derived from the jojoba plant. We prefer jojoba beads to other natural exfoliating agents such as apricot kernel or nut shell, whose irregular shaped edges can scratch and irritate the skin. Both Gentle Facial Exfoliant and Active Enzyme Cleansing Cream are listed in Flora and Fauna International's Good Scrub Guide, which identifies exfoliants that don't contribute to plastic microbead pollution.
Do you use preservatives in your products?
Our products without water, such as oils and balms, are preservative free. All water-based skincare products require a preservative to protect against yeasts, moulds and bacteria. Trilogy only uses safe, NATRUE approved preservatives. This ensures the safety of our products for human health.
Can I use Trilogy products during pregnancy and while breastfeeding?
Yes. The entire Trilogy range is suitable to use during pregnancy and while breastfeeding. As always, we recommend patch testing before first use.
I have a gluten intolerance, wheat, nut or soy allergy. Can I use Trilogy products?
Some Trilogy products contain wheat germ oil, sodium hyaluronate, cetearyl wheat straw glycosides and cetearyl alcohol (derived from wheat), nut oils and soy oil. The extraction methods for these ingredients remove allergy-causing proteins; however we cannot guarantee that all traces have been eliminated. Therefore, if you have a gluten intolerance or a wheat, nut or soy allergy, we recommend that you patch test first or consult your medical practitioner before using any new skincare product.
You can find the full ingredients lists on the product pages on this website and on packaging. Or contact us for advice.
Are Trilogy products suitable for vegetarians and vegans?
All our products are suitable for vegetarians. Some of our products contain manuka honey and beeswax.
What products help with Rosacea?
Rosacea is a medical condition with different levels of severity. Our customers that suffer from it have found the Trilogy Sensitive range and Certified Organic Rosehip Oil to be great options in helping reduce redness, soothing and strengthening sensitive skin.
What perfumes and fragrances do you use in your products?
We only use natural essential oil blends and extracts. No synthetic perfumes are used in Trilogy products.
Can I have an allergic reaction using Trilogy products?
Yes, although it is rare. Allergies vary from person to person and can occur across a wide variety of different ingredients. We always recommend patch testing products before first use as a precautionary measure.
If you think you have had a reaction to a Trilogy product, please discontinue using it and contact us for more information.
When should I start using Age-Proof products?
Age-Proof is designed to strengthen mature skin and addresses concerns that typically appear in the 40s. However, you can start using Age-Proof anytime, adding specialist products to your regime to address any specific concerns.
What should rosehip oil smell like?
Our Certified Organic Rosehip Oil is 100% pure rosehip seed oil, so it has a subtle earthy smell that can change a little between batches. Factors such as the climate during growing season and harvest can cause slight natural variations to the fragrance.
What is the shelf life of my Trilogy product?
Trilogy products are formulated with unique blends of the purest plant oils and botanical extracts. Because of this we recommend storing products out of direct sunlight, somewhere cool and upright so the oil does not retreat back into the dropper. Lids should always be replaced after use and products used within six months of opening.
The best before date on all our products is three years from date of manufacture, so the product is good for three years unopened. Once opened, it should be used within six months.
Is your rosehip oil cold-pressed?
What's the difference between Certified Organic Rosehip Oil and Rosehip Oil Antioxidant+?
Certified Organic Rosehip Oil is a pure, natural oil packed with skin loving essential fatty acids. Ideal for all skin types and for use all over the face and body.
Rosehip Oil Antioxidant+ is a specialist certified organic natural oil blend called Rosapene™. Rosapene™ offers the same benefits as rosehip oil plus delivers added super antioxidant protection against free radical damage. Suitable for all skin types, this is the ideal beauty oil to care for the skin on your face.
I have acne-prone skin. Can I use Trilogy rosehip oil?
Yes. Superfine oils like rosehip are readily accepted and absorbed by the skin. Rosehip oil is not shown to clog or irritate pores and helps to promote normal, healthy skin cell function. Plant oils can help to regulate the skin's own oil production so, far from causing breakouts, rosehip oil can actually be beneficial for re-balancing oily skin.
Can I use rosehip oil around my eye area?
Yes but we recommend using specialist eye care products for this delicate area.
If you want to use rosehip oil, apply to your face first and then gently pat any excess around the eye contour.
Is rosehip oil safe to use during the day? Will it attract the sun?
Rosehip oil is perfectly safe to use on your skin during the day as it absorbs quickly. As always, we do recommend applying a SPF product 15-20 minutes before leaving your house to ensure your skin is protected from the sun.
How do I store my Trilogy products and how long will they last?
We recommend storing our natural products out of direct sunlight, somewhere cool and upright. Lids should always be replaced after use. Once opened, our products should be used within six months.
Question not covered?
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