Before you order
How do I order The Secret?
To place an order request with The Secret Skincare simply browse The Range and select the product you would like to try and add it to your cart. The Secret Range contains a number of different formulations carefully designed to treat a variety of specific skin concerns. Unsure what products will be best to suit your skin needs and align with your skin goals? Our doctors will make the recommendation for you. To get your recommendation, simply complete our online skin questionnaire, here.
How do I know what product will be best for my skin concerns?
Probably our most frequently asked question and ultimately why we created The Secret Skincare. Most people don’t know what product will be best for their skin concerns, which is where our doctors’ step in to help. If you’re unsure what product to choose from our range, our doctors will make the recommendation for you. To get your recommendation, simply complete our online skin questionnaire, here.
Why do I need to complete the skin and medical questionnaire?
Your skincare will be formulated based on the answers provided in this questionnaire, so it is important to answer honestly, thoughtfully and with as much detail as possible. The Secret Skincare skin and medical questionnaire asks you all the same questions you would be asked in a regular consultation with your doctor, except without all the fuss of visiting an actual doctor.
Only after it has been reviewed and approved by The Secret Skincare doctors can we commence compounding your skincare. Ultimately, every order is based on the details of your medical questionnaire. If the doctors do not feel the products, you have requested will be suited to your skin, they will alter the formulations you have chosen with what they believe will bring you the best results. Our team will communicate with you to let you know of any changes suggested by the doctors.
I completed the questionnaire and haven’t heard back?
This is unusual! We aim to respond to all orders within 1 business day. Be sure that your order request has been submitted by completing the checkout process. Payment and delivery details must be entered in order for the order request to come through to the doctors. If you have completed these steps and still haven't heard back, please contact us.
Do I need to come in for a consultation?
No need! We’re all about simplifying here at The Secret. That means simplifying your skincare experience from beginning to end. The Secret was created to take the pain out of those long waits in the doctor’s office and large consultation fees. Our e-consultation system allows you to receive the power of prescription-strength ingredients, only from the comfort of your own home.
Our consultation process has been curated from over 20 years of knowledge from the medical-skincare industry from The Secret Skincare Co-founders Dr Deb Cohen-Jones and Dr Clara Hurst. It’s the kind of knowledge that only comes from experience.
The online medical questionnaire ensures nothing is missed. Unless actively seeking out a specialist, GPs can have limited knowledge of the more aesthetic skin conditions. Our team specialises in this field. They have the knowledge that allows multiple medically proven ingredients to be combined into powerful day and night formulas. Particularly today with the difficulty individuals can have seeing doctors and having access to dermatologist the online consultation form allows easy accessibility.
Can I order The Secret for someone else?
Due to the personalised and prescription nature of our skincare, we ask that you please do not place an order request on someone else’s behalf. If you are looking to gift The Secret we recommend purchasing one of our gift cards here.
Why can’t I find your ingredients listed anywhere?
Due to the advertising laws surrounding prescription skincare we are not able to publicly disclose the ingredients in our prescription products. We are, however, always happy to advise you of their ingredients upon request. Please contact us if you would like to know more.
What skin conditions does The Secret address?
The Secret Skincare treats a variety of skin conditions including, but not limited to:
- Ageing skin
- Dehydration / dryness
- General skin health / improvement
- Hair loss / thinning
Please feel free to contact our team with any more questions relating to the conditions our products treat.
Are your products suitable for all ages?
The Secret Skincare was designed to bring skin solutions to all ages.
Is your range pregnancy safe?
We have pregnancy safe options in all our Night Cream, Day Elixir and Treatment ranges. The following products are not safe to use whilst pregnant:
- Cellular Repair Night Cream
- Cellular Repair Night Cream – Sensitive I
- Cellular Repair Night Cream – Sensitive II
- Cellular Repair Night Eye Cream
- Acne Night Formula I
- Acne Night Formula II
- Acne Spot Treatment
- Total Reset Night Cream
- Post Treatment Care Cream
Can I use The Secret whilst breastfeeding
Yes, The Secret is safe to use whilst breastfeeding.
Does the Hair Growth Foam cause any side effects?
Some side effects may occur when applying the Hair Growth Foam, however, please be assured that this is a completely normal response as your scalp adjusts to the active ingredients.
These can include effects such as dermatitis, dryness, flaking and itchiness to the scalp
An increase in hair shedding may occur, as old hairs may shed to create room for new hairs. This temporary increase in shedding generally occurs two to six weeks after commencing treatment and subsides within a couple of weeks.
Increased sensitivity to the scalp can also occur, including photosensitivity. Our doctors advise that you protect your scalp with SPF50+ or a hat when in the sun.
How long will my product last for with regular use?
Our Standard Night Cream's and Day Elixir's have been designed to last within the time frame of 4-5 months when used as per our doctors recommendations in your personalised treatment plan. Our Serum products should last approximately 2-3 months. Due to the prescriptive nature of our products, they have a shelf life of approximately 6 months. After this time frame we can no longer guarantee their efficiency and recommend renewing your formulas
How is payment processed for my order?
Once you have completed the medical questionnaire you must proceed to checkout to finalise your order and supply payment details. These details are needed to secure your order; however, the payment will not be processed until your order is approved by our doctors. You will receive email communication from us with their final recommendation before payment is processed.
How is your skincare customisable?
All of our products are hand-made to order. This allows us to customise our formulas to best suit your needs. Our team will contact you if any customisations to your order are required. Alternatively, you may request customisation yourself which is subject to doctor’s approval.
What is in The Secret Base?
The Secret Base is just one part of what differentiates us from a visit to your regular GP. It was designed by our doctors to be the perfect medium to the active ingredients in your Night Cream, acting as both a support and luxurious delivery system. Unfortunately, we are not able to disclose this information under Intellectual Property laws. In saying this, if there is a specific ingredient you are not able to use or if you have any allergies / skin sensitivities to a specific ingredient, we encourage you to get in contact with our team. Our doctors can ensure your formulation is suited to any allergies / skin sensitivities.
Can I use The Secret in summer?
Our products can benefit the skin throughout the entire year and are completely safe to use throughout the warmer months when used and applied considered.
Vitamin A and Hydroquinone can cause the skin to become photosensitive - this does not mean, however, you need to avoid them completely, only be a little more cautious. These ingredients can benefit the skin throughout the entire year. Retinoids in particular will help to repair the damage that the sun induces on the skin such as the breakdown of collagen and the over-production of melanin that causes pigmentation. Hydroquinone will also inhibit melanin production to help prevent and fade pigment. The key to utilising these products all year round lies in sunscreen and sun protection. If you are diligent in wearing a SPF50+ every day and are not overexposing your skin to the sun you are completely fine to use them.
We also encourage patients to be guided by their intuition. If you know you are going to be in the sun for prolonged periods of time where SPF application won’t be as strict, we recommend decreasing applications of your night cream to alternating nights. The Day Brightening Elixir contains powerful brightening and skin protecting benefits particularly useful for the summertime. Staying on top of your active skincare will help to prevent these summertime skin effects.
Do I have to continue using The Secret?
Your skin is constantly evolving throughout its life. It is constantly changing its structure and functions as we start to age and as we expose ourselves to different external aggressors. These factors are always going to contribute to the degrading condition of our skin - they're unavoidable, and for this reason whatever results you make with any active skincare ingredients will always need to be maintained with some sort of skincare. Our skincare was made with the intention that it is your skincare brand for life, to create and maintain optimally healthy skin.
The Base Range
What is the difference between The Base Range and Prescription Range?
Our Base Range is our new non-prescription range. While our Base Range includes potent active ingredients, it does not include prescription-strength ingredients, which are only available upon completing our medical questionnaire.
Do I need to fill out a medical questionnaire for Base Range products?
Our Base Range does not include prescription-strength ingredients, you are not required to complete our medical questionnaire to purchase these products. These can be added straight to your cart, and purchased on behalf of others.
Can I use the Base Range with my Prescription products?
Of-course! Our Base Range was designed to perfectly complement our prescription range. Some ingredients found in our prescription range can cause initial side effects such as dryness. Our Base Range has been carefully curated by our doctors to mitigate these side effects, and boost your results.
Is the Base Range formulated for me, or can I purchase for a friend / family member?
Our Base Range has been formulated with all skin sensitivities in mind, and is therefore suitable for everyone. These products can be purchased for yourself, and on behalf of others.
How long does it take to order and receive a Base Range product?
Processing for our Base Range is 1-2 days upon ordering, unless purchased with a prescription item, where normal prescription timelines apply.
When can I purchase Drop 1 - The Face Serum & Face Oil?
Our first drop will be available to purchase through presale on the 1st December. These products will be dispatched mid-late December. From week commencing 19th December, the Base Range products will be available to order and will be dispatched within 2 business days.
How do I apply the Face Serum?
Apply 1-2 drops of our Face Serum to the face, neck and decolletage after cleansing each morning - Secret Tip: apply this to damp skin. This can also be used on your off nights of your Night Cream for a hydration boost.
Does your Face Serum include active ingredients?
Our Face Serum includes a number of effective active ingredients such as Niacinamide, Hyaluronic Acid and Panthenol (B5). As well as additional antioxidants such as Kakuda Plum Extract and Tasmanian Kelp Extract.
What is the difference between the previous Secret Serum and the reformulated Serum?
Our new Face Serum is packed with added antioxidants to further protect and strengthen your skin. This is no longer a prescription product, this is available to purchase online without completing our medical questionnaire.
What are the ingredients in the Face Serum?
Purified water, glycerol, niacinamide, gluconolactone, hyaluronic acid, tasmanian sea kelp extract, kakadu plum extract, sodium benzoate, aloe vera juice.
How do I apply the Face Oil?
Our Face Oil can be used in a number of ways! Apply 1-2 drops of our Face Oil underneath or on top of your Day Elixir to lock in moisture during the day.
This can also be used as a treatment alone on your off nights, or on top of your Face Serum.
Another tip that we love to recommend is adding 1-2 drops of the Face Oil to your foundation for a dewy complexion and long lasting hydration throughout the day.
What are the ingredients in the Face Oil?
Caprylic/capric triglycerides, camelia oil, isostearyl isostearate, rice bran oil, dicaprylyl carbonate, coco-caprylate caprate, fragrance, raspberry oil, olive squalene.
Why has the size of the products been reduced?
The majority of our patients reported significant “product wastage” when using the recommended pea-sized amount, so after the product’s expiry date, our patients were left with an excess product that was no longer as effective for their skin. As loyal patients, you may notice the changing size of some of the products in our range. The sizing move now sees the perfect amount of product being dispensed every time. The new size will last within the recommended time frame, prevent product wastage and provide you with the most effective results. The new packaging is also airless - which better preserves the active ingredients, maintaining their efficacy and preventing any potential bacterial contamination. We want to reassure you that this move to refillable packaging has had you, our customers, at the top of our mind by ensuring we give you the most effective product, eliminate dosage confusion and consistently deliver optimum results.
How has the sizing change effected the product price?
We have had some enquiries about the change in sizing and pricing of our products since the move to sustainable packaging. We would like to address these questions to ensure transparency and open communication between ourselves and our community. As loyal patients, you would have noticed the sizing change to 2 of our hero products in the range - our Day, Cellular and Pregnancy cream have changed from 100 gs to 50gs. All other creams have stayed at 50gs, with a price reductions. This change in sizing now allows for the perfect amount of product to be dispensed every time, meaning it will last exactly within the recommended time frame and prevent product wastage. The remaining products within our range have not decreased in size, in fact, they have increased from 25g to 30gs jars. The new packaging is also airless - which maintains the efficacy of the active ingredients and completely mitigates the opportunity for bacteria to compromise this. You would have also noticed the pricing change on our products with the move to sustainable and differing sizing. The change has seen a decrease in cost, with our 50g creams now selling for $200, and a refill pod for $190. Our night creams, which were previously 50gs have also seen a price reduction, ensuring consistency across the range. Previously, our 100g creams were sold at $220, with half of the product being thrown away or disregarded due to the 4-5 month timeframes lapsing. Some of our patients have highlighted the cost difference vs sizing change does not align. We want to reassure you that this move to refillable packaging has had you, our customers, at the top of our mind by ensuring we give you the most effective product, eliminate dosage confusion and consistently deliver optimum results. As our products are made to order, the cost of compounding has not changed depending on the size of the product, and we've been happy to absorb this cost at The Secret, as has the increase in the cost of sustainable packaging.
Why is refillable packaging more sustainable?
It means we can reuse the vessel and airless pump across the range of products regardless of the product, across the entire range. Following the initial purchase, you will then order a refill pod only which will come to you in a reusable canvas bag - in lieu of the boxed packaging (which is all fully recyclable). Our postage bags will also be completely biodegradable.
What should I do with my old skincare bottles? Can I send them to The Secret for recycling?
The old packaging is also fully recyclable - glass and recyclable plastic - the labels included. The move to our new packaging will encourage people to purchase refills over full product packaging - which will cut down on waste. Our recycling program will also encourage people to send back refill pods to receive a free full refill.
How do I dispose/recycle the refillables?
Not only should an amazing skincare routine be simple, but the process to receive and refill should be too. When you first receive your prescription product, it will be presented in our fully recyclable box. Legally, as our skincare is a prescription product, we need to separate the vessel from the refill pod - housing the prescription. And when you are finished with your box, and your skincare is ready to go - the Treatment Plan pocket is not only recyclable but detachable, meaning you can recycle the box and keep hold of the pocket for as long as you like - until you decide to recycle that too. When it comes time to reorder your products, you can order the pods only - which will then come in reusable and recyclable bags. The pods themselves once empty can be collected and sent back to us when you have 6 or more for recycling and we will gift you 1 free product* Or you can take them to your nearest Terracyle bin - linked on our website. Alternatively, recycle at home. Even the delivery bag and pharmacy sticker are biodegradable.
What is the refillable packaging made from?
The outer bottle of the 15ml airless is made of PETG, the outer jar of the 30ml & 50ml jars is made of ABS, the inner jars and bottles, refillable bottles, jars, and service caps are all made of PP with 30% PCR.
Where is the refillable packaging manufactured?
The refillable packaging is designed in Australia and manufactured in China.
Will the formulations change?
Not at all. We have perfected our formulas and will not be changing them with the change of packaging. We have made sure our stability testing means that the new packaging will hold the right potency to achieve maximum results.
Will the types of products available change?
These won’t be changing; we will continue to use our current products - we are working on some subsidiary products to complement our prescription range.
Do I purchase the refillable range in the same way?
Our products will still be available through our online store - the website will change to enable you to purchase refill pods separately - this will also include full sets of refills.
Delivery & Returns Policy
Your order should be reviewed and approved by our doctors within 1 – 2 business days of placing your order request. It can take up to 4 business days from reviewing and approving your order to compound your bespoke skincare and have it ready for collection or delivery.
Email and SMS communication will be sent to let you know what stage your order request is at throughout this process and keep you in the loop. However, please feel free to reach out to our team at firstname.lastname@example.org with any questions at any time. We are always happy to help.
If you are ordering from Perth, WA, you are able to collect your products, free of charge, from our compounding pharmacy: Pharmacy 777, 136 Rokeby Road Subiaco, 6008.
We ship express via Australia Post within Australia. All domestic orders over $250 qualify for free shipping. Please refer to the Australia Post website for more information on expected delivery times.
We ship worldwide via DHL express. Please refer to the DHL website for more information on expected delivery times. Each country has its own regulations and taxation policy for medical items and importing them. It is up to the individual patient to check their countries policy prior to ordering to avoid extra taxes or refusal of entry. The Secret Skincare is unable to refund goods refused entry and takes no responsibility for extra costs incurred.
As each product is hand-made to order we do not offer refunds or exchanges unless a product incorrect, faulty or damaged. In this instance, we ask you please contact us within 30 days of receiving your product to organise an exchange.
In the case of a reaction, please cease use of your products immediately and contact us. Please refer to the “What should I do if I experience a skin reaction to one of your products?” question in the “After You Order” section of this FAQ.
After You Order
Which products are available for a private rebate?
Please check your individual cover by contacting your health fund and asking if they cover “schedule 4 ingredients”.
- Cellular Repair Night Cream
- Cellular Repair Night Cream – Sensitive I
- Cellular Repair Night Cream – Sensitive II
- Cellular Repair Night Eye Cream
- Acne Night Formula I
- Acne Night Formula II
- Acne Spot Treatment
- Total Reset Night Cream
How can I claim my private health rebate?
An invoice will be provided to you upon receiving your products that can be sent directly to your private health fund where you may be eligible for a rebate. The Secret Skincare are unable to provide any other documentation to support your claim. We apologise for any inconvenience.
Can I use other skincare with my Secret products?
Please refer to your Personalised Treatment Plan for any additional product recommendations from our doctors, as well as the products from your current regime you can continue using.
Generally speaking, we ask all patients using our Night Cream’s containing retinoids to cease use of any other invasive active ingredients such as exfoliating acids, other Vitamin A’s and so on.
Is flaking and redness normal?
If you’re experiencing any of the following, do not stress. It is a completely normal part of your journey to a healthier complexion.
- Redness and flaking
- Dryness and tightness
- Darkening pigment
These effects can occur during what we call the “adjusting phase”. Generally speaking, the adjusting phase will last one skin cycle (for most people, this is around 4 – 6 weeks, but this can change depending on your current rate of skin cell-turnover). For more information on the adjusting phase and our treatment recommendations for ensuring a seamless experience, please refer to the Patient Journey Guide emailed to your after ordering or contact us.
What should I do if I experience a skin reaction to one of your products?
In the case of a reaction, please cease use of your products immediately and contact us. It is important to supply our team of skin specialists and doctors with photos so they are able to determine the cause of your skin reaction. The expert opinion of our doctors will determine the best course following your skin reaction. We ask you please follow any and all advice provided by our doctors and team.
If reaction persists or is considered an allergic reaction by a doctor an exchange of product will be organised for you for a formula better suited to your skin. If an exchange is determined unsuitable by our doctors, we will refund you the full amount.
Why do I need to take a break from the Cellular Repair?
Research suggests after 4 – 5 months of use some of the ingredients in our Cellular Repair Night Cream patients should take a 2 – 3 month break to avoid issues such as resistance and rebound pigmentation, ultimately ensuring you potentiate your skin cells for a greater future response.
Not including this break in your skincare plan can pose a few challenges to the skin, including:
You may find your skin improves at first to only cease improvement after a few months. As the active melanocytes (the cells that produce and store melanin) develop resistance to hydroquinone you may find hyperpigmentation appears worse as the areas surrounding your hyperpigmentation brighten and the hyperpigmentation does not - creating greater contrast.
- Rebound pigmentation
Prolonged use may provoke skin inflammation. Inflammation leads to melanocyte hyperactivity, which overpowers the creams’ ability to suppress tyrosinase, leading to the rebound hyperpigmentation.
Our doctors over-see each order placed to ensure all of our prescription ingredients are used correctly. For this reason, if you are an existing customer who has finished a cycle of our Cellular Repair, our doctors will recommend you switch to the Total Reset Night Cream for that 2 – 3 month break.
How do I use my product?
Your products will have arrived with care cards and a Personalised Treatment Plan with instructions for use from our doctors. Please refer to the individual instructions for use on your Treatment Plan.
When can I expect to see results?
As everyone’s skin is different, the timing of results will be varied between patient to patient. Generally, it will take at least one skin cycle (4 – 6 weeks, however, longer from some depending on their current state of skin cell turnover) for your skin to adjust to the active formulas and begin seeing improvement.
Can I still get other beauty treatments such as waxing, facials and laser while using The Secret?
Please always disclose the skincare products you are using to your beauty therapist. They will be able to advise you on whether to proceed with your treatment, or if your treatment will need altering. The active nature of our skincare can mean your skin can be more susceptible to damage from invasive treatments such as waxing, laser and peels. We recommend you cease use of your Night Cream on the area you will be receiving treatment at least 5 days prior and following. For those at risk of Post Inflammatory Hyperpigmentation (PIH), we recommend trying our Post Treatment Care Cream.