Frequently asked questions.

NKD Koala formulas are made without alcohol denat or parabens. Every NKD Koala formula contains fragrance, listed as Parfum or Fragrance on the ingredients list, so if fragranced products have bothered your skin before, read the full ingredients on each product page and patch test before first use. If you have a specific allergy or skin condition, contact us before purchasing.

Yes. All ten NKD Koala formulas contain fragrance, listed as Parfum or Fragrance in the ingredients. NKD Koala publishes the complete ingredients list on every product page so you can check before you buy.

Every NKD Koala formula is cruelty-free: NKD Koala does not test its products on animals. Every formula except the Sleep Mask is vegan. The Sleep Mask contains lactobionic acid, which is derived from milk.

Every NKD Koala product has a period-after-opening symbol printed on the base, with the best before date printed alongside it. Store in a cool, dry place below 25 degrees, away from direct sunlight. Products containing Vitamin C are best used sooner rather than later, as ascorbic acid naturally oxidises over time once opened.

Take the NKD Koala 60-second skin quiz. It asks five questions about how your skin behaves and recommends the right Ritual for your concerns. Or contact us and we will guide you personally.

NKD Koala recommends consulting your GP or midwife before using any active-ingredient skincare during pregnancy or breastfeeding. The NKD Koala Retinol Serum is not recommended during pregnancy or breastfeeding, and the Anti-Acne Serum carries the same advice on its label.

Kakadu Plum, or Terminalia ferdinandiana, is one of the richest natural sources of Vitamin C, with up to 100 times more than an orange by weight. In the NKD Koala Anti-Aging Moisturiser it helps brighten the look of dull skin, even the appearance of tone and provide antioxidant support. It is the only NKD Koala formula that contains it.

Yes, NKD Koala serums can be layered, but layer thoughtfully. Apply water-based serums first, thinner to thicker. Avoid combining Retinol and high-dose Vitamin C in the same routine. Use Vitamin C in the morning and Retinol at night. Never use the Retinol Serum and the Sleep Mask on the same night.

Everyone's skin is different. How your skin feels, such as more hydrated or less tight, can change with consistent daily use. Changes in how skin looks, such as brightness, the look of uneven tone or the look of fine lines, come with consistent use over time.

An NKD Koala Ritual is a curated set of 3 to 7 NKD Koala products designed to work together for a specific skin goal like brightening, blemish-prone skin or visible signs of aging. Rituals are priced below the sum of their parts and take the guesswork out of building a routine.

Each NKD Koala Ritual is priced lower than buying the same products individually. Three-piece Rituals are priced around 15% below the component total, the four-piece around 18%, and the seven-piece Full Face Ritual around 20%. The saving is applied automatically.

Yes, from time to time. NKD Koala runs offers for occasions like Black Friday, Christmas and Boxing Day, and newsletter subscribers hear about them first. Enter your code in the discount field at checkout. Each offer states whether it can be combined with the Ritual saving.

Not yet. NKD Koala Rituals are curated based on formulas that work best together. If you would like a personalised recommendation, take the skin quiz or contact us and we can suggest the right combination for your skin.

Each NKD Koala Ritual follows an AM/PM sequence. As a general rule: cleanse, serum, moisturiser. Full usage instructions are on each product page. If your Ritual includes a Retinol Serum, use it only at night and always follow with SPF in the morning. If it includes both the Retinol Serum and the Sleep Mask, alternate them on different nights.

Yes. Every NKD Koala formula is designed to work across the range. Just be mindful of active combinations: avoid using Retinol and Vitamin C in the same routine, and never use the Retinol Serum and Sleep Mask on the same night.

All NKD Koala orders are dispatched from Melbourne, Victoria, Australia.

Standard Australia Post shipping typically takes 3 to 7 business days within Australia. Express shipping (1 to 3 business days) is available at checkout. Rural and remote areas may take slightly longer.

Yes. NKD Koala offers free standard shipping on all Australian orders over $75. Standard shipping is $9.95 for orders under $75.

Not yet. NKD Koala currently ships within Australia only. International shipping is coming soon. Join our newsletter to be notified when it launches.

You will receive a shipping confirmation email with your Australia Post tracking number as soon as your order is dispatched. You can track via auspost.com.au or the Australia Post app.

If your order has not arrived within the estimated timeframe, first check your tracking number. If there is no movement for 5 or more business days, contact us at hello@nkdkoala.com.au and we will investigate immediately.

NKD Koala accepts returns on unopened products within 30 days of purchase. If you have opened a product and it has caused an adverse reaction, contact us and we will work with you on a resolution. Change of mind on opened products is not covered. None of this limits your rights under the Australian Consumer Law.

Contact us at hello@nkdkoala.com.au within 7 days of receiving your order with a photo of the damage. We will send a replacement immediately at no cost and you do not need to return the damaged item.

Email hello@nkdkoala.com.au with your order number and reason for return. We will send you a prepaid return label for eligible returns.

Once we receive your return, refunds are processed within 3 to 5 business days back to your original payment method.

Yes, for unopened products within 30 days. Contact us and we will arrange an exchange. If there is a price difference we will invoice or refund accordingly.

Yes, if every formula in the Ritual is unopened and returned together within 30 days.

Start with one active at a time. The NKD Koala Hyaluronic Acid Serum is the gentlest starting point as it is hydrating and well tolerated by most skin types. Once your skin is comfortable, introduce a second active after 4 to 6 weeks.

Retinol can help improve the look of blemish-prone skin as part of a consistent evening routine. If your skin is irritated, inflamed or sore, check with your GP or a dermatologist before starting any active. Once your skin is calm, you can introduce Retinol at night 2 to 3 times per week.

Yes. Despite older advice to the contrary, modern formulations of Vitamin C and Niacinamide are compatible and can be used together. The NKD Koala Vitamin C Serum and Anti-Acne Serum (which contains Niacinamide) can be layered without issue.

It can be. Some people notice more visible congestion when they start using retinol, and it usually settles as skin adjusts. If you have ongoing irritation, reduce to once a week and build up slowly, or stop and speak to your GP.

Yes, always. Vitamin C gives antioxidant support against daily environmental stress, but it is not a sunscreen. Use SPF 30 or higher every morning regardless of what serums are in your routine.

The NKD Koala Daily Essentials Ritual suits combination skin well: Gentle Face Wash, Hyaluronic Acid Serum and Anti-Aging Moisturiser. The Hyaluronic Acid Serum hydrates without feeling heavy, so it works on both drier and oilier areas.

Dry skin is short on oil. Dehydrated skin is short on water. Dry skin tends to feel rough and look flaky much of the time, while dehydrated skin feels tight, even when it is oily, and often changes with the weather or indoor heating. Humectants such as hyaluronic acid and glycerin help dehydrated skin, and richer creams help dry skin. The NKD Koala Hyaluronic Acid Serum is made for that tight, dehydrated feeling.

Cleanse first, then serums from thinnest to thickest, then moisturiser, then SPF in the morning. With NKD Koala products that usually means the Gentle Face Wash, the Hyaluronic Acid Serum, one active serum, then a moisturiser.

NKD Koala recommends alternating them. Use the Retinol Serum and the Sleep Mask, which contains glycolic, lactic and lactobionic acid, on different nights, because using both together can irritate the skin barrier.

Niacinamide is a form of vitamin B3. It helps calm the look of redness, refine the appearance of pores, even out the look of skin tone and support the skin barrier. NKD Koala uses 10% niacinamide in the Anti-Acne Serum, alongside 10% azelaic acid and 2% salicylic acid.

Yes. Koalas are one of the very few animals outside the primates with fingerprints, and a 1997 University of Adelaide study found their ridge patterns look remarkably like human ones. It is the idea behind the NKD Koala name: skin, like a fingerprint, is individual.

No. You can checkout as a guest. However creating an account lets you track orders, save your address and access order history.

Click Forgot password on the login page and we will send a reset link to your email address within a few minutes. Check your spam folder if you do not see it.

Contact us at hello@nkdkoala.com.au with your request and we will update it manually.

Click the Unsubscribe link at the bottom of any marketing email. You will still receive transactional emails (order confirmation and shipping) as these are required for your purchase.

Check your spam or junk folder first. If it is not there, contact us with your name and order details and we will resend the confirmation.