Frequently Asked Questions (and their answers). 

Q: Why are some products on pre-order?

Some international brands we stock have shorter shelf life products that lose their efficacy after time. Unlike other retailers we don’t stock pile these items to reduce freight costs and instead choose to lower any margin we make by having more regular shipments and lower stock holding meaning you get FRESH products every time. 


Q: How will my order be shipped if it contains pre order items and items currently available?

Any orders that contain pre-order items will be held and sent once the pre order items are ready to be shipped. If you need some items immediately please get in touch with us before you order so we can assist. 

Q: How accurate is the ETA listed for pre order items?

The ETA for pre order items should be used as a guide only. We base the ETA on a number of factors and is usually extremely accurate. However sometimes there are unforeseen circumstances with international shipping and customs. We aim to communicate as many updates as possible in the event of any delays. 

Q: How can I select the products that are right for me?

Please shop via our categories on the left hand menu. Here you’ll find products curated via skin type, concern, or ingredient to refine products in alignment with your skin goals and preferences. Alternatively, you can reach out to us for guidance via and one of our skincare nerds will get back to you as soon as possible :)

Q: The product I want is out of stock. What should I do?

 Oh no, we understand how disappointing this feeling is! We order small quantities frequently from our suppliers - this ensures fresh product turnover but can mean that not everything is consistently available. Please reach out to us via hello@theformulaskincare and we can let you know when we are expecting a restock. 

Q: I can’t find the brand or product I’m looking for on The Formula. 

If you would love to see a brand or specific product available on our site, please let us know at We would love to hear your suggestions! 


Q: I’m interested in Timeless Skin Care Vitamin C, but how long will my product be fresh for?

It is common to notice hints of yellowing due to the natural oxidation process of both strengths of Vitamin C + E Ferulic Acid Serum. The water-like consistency and cloudy appearance is preceded by the varying stages of shelf life. As the serum begins to age it will slowly appear darker in color due to the natural oxidation process. Once it turns orange or brown the serum is no longer as potent or effective.

Vitamin C as an ingredient itself can be very unstable, therefore it's recommended to be used upon arrival and ordered as close as possible to the date you will begin using it. For best results, we recommend using your Vitamin C serum within 3 to 6 months of purchase, when it is fresh and most effective. Refrigeration is recommended to extend the shelf life of the serum and slow down the process of oxidation. Although your Vitamin C serum will lose its efficacy once oxidized, the product does not become harmful to the skin until it's expiration date, approximately one year after manufacturing.

Timeless 10% & 20% Vitamin C serums are packaged in a special opaque, airless pump bottle to protect the product’s integrity. You can also try Hyaluronic Acid + Vitamin C serum which contains 5% of stabilised Vitamin C and does not require refrigeration. 


Q: What if I have an allergic reaction to a product I have purchased from The Formula?

As with any topically applied cosmetic products, reactions can occur. If you know you are allergic to certain ingredients, please email us at before making an order and check the ingredients lists on our website. It is strongly recommended that you test the product on a small area of your skin first to ensure tolerance.  If any reactions do occur, please discontinue use and seek medical attention if necessary. We apologise in advance if you experience an allergic reaction, however The Formula is not liable for any reaction you may develop and cannot offer replacement products or returns. Of course, we hope this will not happen and please reach out to us with any concerns you may have with regard to this.


Q: Are all products on The Formula authentic?

Every product you see on our site is 100% authentic. The Formula is an authorised retailer/official stockist of every brand on our site. We source all of our products either directly from the manufacturer/brand or from their authorised distributor within our region. We are passionate about delivering high quality formulas through legitimate channels. We care about our customers' skin and want to ensure you receive the best possible skincare available!