FAQs

After successfully placing an order, you will see the order confirmation page and receive an order confirmation email.

Once we receive your order placed on the CANVAS Online Store, we will process the packaging and shipping after order confirmation. This ensures that you will receive the product within 10-20 working days. The delivery time for individual items may vary depending on the shipping destination you have selected.
All orders are processed on working days (Monday to Friday). If you place an order on weekends or public holidays, it will be processed on the next working day.

We currently do not accept orders for delivery to regions outside of Australia. Please visit www.canvasbeauty.com.us for the regions outside of Australia, or www.canvasbeauty.com.hk for China Hong Kong and China Macau SAR. We apologize for any inconvenience caused.

If you wish to cancel a submitted order, please email us at info@canvasbeauty.com.au. We will do our best to accommodate your request. However, if the order is already being processed or shipped, we regret that we cannot modify or cancel your order.

Reasons for order or partial order cancellation include:

• Product out of stock
• Payment process incomplete
• Delivery address not serviceable
• Customer request for cancellation
• Exceeding purchase limit

If an order is cancelled, you will receive a notification email from the CANVAS website system. Your canceled order will not incur any charges. If you have any questions, please email us at info@canvasbeauty.com.au for further information, we will reply as soon as possible during office hours (Monday to Friday, 10:00am – 5:30pm, excluding Public Holidays).

Exclusive discounts on the website are regularly updated, as long as you meet the promotion requirements, you can enjoy the offer. You just need to enter the discount code in the "Discount code" field on the checkout page and select "Apply". Please note that coupon codes may not be applicable to orders of gift sets or gift items. If you have any difficulties, please email us at info@canvasbeauty.com.au for assistance, we will reply as soon as possible during office hours (Monday to Friday, 10:00am – 5:30pm, excluding Public Holidays).

The exclusive discounts and gifts offered on the official online store are only applicable to online purchases and not applicable to CANVAS concept stores or counters.

Sorry, guest are temporarily unable to shop at the CANVAS official online store. Please verify your account with a valid email address. Once verified, your account will be successfully set up, and you will be registered as a CANVAS member to continue shopping on the official website.

You can make payments using Paypel. When ordering products from the official CANVAS online store, please provide a local contact phone number and use your shipping address as the billing address.

Your credit card payment may not be successful due to the following reasons:

• Card expiration: Please check if your card is still valid
• Credit limit reached: Please contact your bank for inquiries
• Incorrect data entry: Please double-check the information you entered
  

If you have entered the correct information but still cannot complete the checkout process, please email us at info@canvasbeauty.com.au for assistance, we will reply as soon as possible during office hours (Monday to Friday, 10:00am – 5:30pm, excluding Public Holidays).

If you are dissatisfied with any product purchased from the official CANVAS online store within 14 days of receipt, you can request a return by contact us at info@canvasbeauty.com.au, we will reply as soon as possible during office hours (Monday to Friday, 10:00am – 5:30pm, excluding Public Holidays).This policy applies only to products purchased through the official CANVAS online store. For products purchased from CANVAS concept stores or counters, please request a refund at the respective store.

Our customer service representative will ask for the following information:

• Order number
• Name and quantity of the items to be returned
• Reason for the return

If the request is approved, please provide an available pickup timeslot for the courier service, and you will be responsible for the related shipping fees.

Please follow the instructions provided by the customer service representative and package the returned items, gifts, and packaging list together. Ensure that the items are unopened and in their original condition.

The following situations or products are not eligible for return or refund:

• Products received more than 14 days (based on the delivery record of the transportation company)
• Products that have been opened or used (e.g., packaging seal or box has been torn)
• Products that are not in their original packaging, have been damaged, destroyed, or incomplete
• Any discounted products, clearance items, or special sale items marked as non-returnable
• Any free gifts or trial-size samples
• Any products purchased from other retailers

If the returned items do not meet the above return conditions, the return request will be rejected, and the items will be sent back to you. You will be responsible for the related shipping fees.

Once we receive the returned items, we will evaluate and contact you to arrange the refund. The refund will be credited backto your original payment account, and the processing time may vary depending on your issuing bank. Please contact your bank for more information.

CANVAS' professional team, driven by a shared belief, ensures that each product complies with various quality and safety standards. The majority of the products contain over 90% natural organic ingredients (excluding Sun Protect Gel SPF30). In addition, over 20 types of essential oils, carrier oils, and body treatment oils have obtained the Australian Certified Organic (ACO), the international organic certification.

Each CANVAS product label clearly states the percentage of its natural organic ingredients, ensuring that individuals concerned about their physical and mental well-being can choose suitable and trustworthy skincare products. Experience the safety, effectiveness, and aromatic aesthetic intelligence originating from Australia.

CANVAS blends natural organic ingredients with original aromatic aesthetic intelligence to protect the innate essence of the skin and evoke natural beauty from within. All CANVAS product formulations are free from artificial colorings or fragrances and consistently avoid the use of harmful chemicals, including:

• Parabens
• Sulfates
• Propylene Glycol
• Synthetic Fragrances
• Synthetic Dyes
• Petrochemicals
• Phthalates
• GMOs
• Triclosan

CANVAS products utilize aromatic aesthetic intelligence, combining essential oils, carrier oils, and herbal extracts in a golden ratio to infuse the power of nature into each product. With over 90% natural and organic ingredients in most products, the aroma is derived from the natural scents of plants. Due to the natural ingredients, there may be slight variations in the aroma with each season or batch of products. You can rest assured to use the product as this is normal and will not affect the product's efficacy.

CANVAS is committed to providing you with the purest and most natural skincare products. Our formulas do not contain any artificial colors; the colors of each CANVAS product are derived from the natural pigments of plants. As a result, there may be slight variations in color with each season or batch of products. You can use them with confidence, as this is normal and will not affect the product's efficacy.

You can refer to the information regarding suitability for different skin types on each product page. If your skin is sensitive or if you have other skin issues, please check the product ingredients before use and consult a healthcare professional. If you experience any adverse reactions while using any skincare products, please discontinue use immediately and consult a healthcare professional.

CANVAS is committed to providing ultimate repair to the skin with natural and organic skincare ingredients, which are essential aesthetic elements of the brand. We consistently avoid using various harmful chemicals, such as synthetic fragrances, synthetic colorings, and preservatives, striving to provide you with the purest and most natural skincare products. The shelf life of all unopened CANVAS products is three years from the production date. Additionally, due to the high proportion of natural ingredients in the products, it is recommended to finish them within 12 months of opening and to store them in a cool, dry place.

Essential oils can be applied to various parts of the body through different methods, including diffusion, massage, and bathing. The most commonly used methods are diffusion and massage. Select the appropriate method and dosage based on the characteristics of the essential oil and the symptoms to fully utilize its efficacy.

It is important to use essential oils under safe conditions. Essential oils are the concentrated essences of plants. Direct application can be too harsh on the skin, and high concentrations may potentially cause allergies. Therefore, CANVAS does not recommend applying essential oils directly to the skin and advises diluting them to safe proportions before use. Typically, the essential oil content in adult body care oils should not exceed 2%.

Calculation for 2%: With a carrier oil of 100 mL, 100 mL carrier oil x 2% = 2 mL essential oil (1 mL = 20 drops of essential oil). Therefore, the formula should not contain more than 40 drops of essential oil.

Moreover, each essential oil has different characteristics, so it is important to check for any contraindications before selecting and using them. For detailed information, please refer to the safety notice section on the essential oil product page. If you have any concerns or experience any discomfort, please discontinue use immediately and consult a healthcare professional.

No, it is not recommended. All facial skincare products from CANVAS already contain essential oil ingredients and do not require the addition of extra essential oils.