FREQUENTLY ASKED QUESTIONS

General

  • Ordering through our website is quickest and easiest.

    We are also aligned with Australian handmade platforms including online atMadeit.com.au

    Follow us on Instagram @telopia_skincare for pop up locations throughout the year.

  • Telopia products are gender-neutral because we focus on skin biology, not identity. 

    Our lightweight, non-pore-blocking creations provide hydration and soothing for thinner sensitive skin, while also balancing sebum and preventing breakouts on thicker, oilier skin.


  • For information please refer to our shipping page

  • For information please refer to our Returns page

Subscriptions

  • Yes you can.

    Please contact us at wecare@telopia.com.au so we may assist you.

  • You can view and manage your subscriptions from your Customer Account.

    Alternatively, you can email us at wecare@telopia.com.au and we can assist you.

    You can cancel your subscription anytime after second delivery.

  • Yes, send us an email with your request to wecare@telopia.com.au.

Pure Powder Cleanse+

  • Our focus is on skin biology rather than identity.

    We avoid common irritants and use pure natural ingredients adaptable for all skin types (dry, oily, sensitive, combination) and all identities - EveryFace. 

    With any new product, always patch test on skin before use.


    1. Cleanser - Daily skin cleaner

    2. Exfoliant - A gentle scrub to clear pores and remove dead skin cells

    3. Revitalising Mask - Boosts skin vitality


  • To activate Vitamin C, add water to release its full benefits with each application

  • Absolutely!

    Pure Powder Cleanse+ is formulated with vegan actives such as Kaolin Clay, Rosalina, and Australian seaweed extract. 

    This ensures our 3-in-1 cleanser, exfoliant, and mask remains gentle, effective, and suitable for EveryFace, including sensitive skin types.



  • The main difference lies in potency and purity. 

    While traditional cream cleansers consist of up to 80% water and require synthetic preservatives to stay fresh, our Pure Powder Cleanse+ is 100% undiluted, waterless formula.

     This means active ingredients remain dormant and potent until you activate them with water, delivering a fresher, preservative-free cleanse that respects your skin barrier.


  • No.  Pure Powder Cleanse+ is Microplastic-free

    We believe in exfoliation that is safe for your skin and our oceans.

    Instead of non-biodegradable plastics, we use Australian Pink Lake Salts and crushed botanicals including Calendula flower to gently buff away dead skin cells.

    Once rinsed, these natural ingredients simply dissolve or biodegrade—zero waste, zero guilt.


  • Yes.

    Pure Powder Cleanse+ is made with grounded botanicals and Australian Pink Lake salts to allow for a gentle daily exfoliation.

    • For light application: Add more water to create a gentle micro-exfoliation.

    • For deep application: Use less water to create a paste for a deeper scrub.

  • Mix with less water to form a thick, purifying paste.

    Apply evenly and allow the mask to work for 5 to 10 minutes (or longer).

    While masking, close your eyes and practice deep, mindful breathing, inhaling the calming aromas.

    This elevates your cleanse into a complete self-care ritual.

    Rinse well.


Pure serum skincare

  • No, Telopia Pure Serum Skincare is not a vegan product.

    While the majority of our ingredients are plant-based, this particular product contains premium grade emu oil.

    We are inspired by the Australian Indigenous culture, which has traditionally valued emu oil as a powerful bush medicine.

    We ethically source this ingredient for its unique, fast-absorbing, and highly effective properties for soothing and deep skin regeneration.

  • No.

    We have specifically chosen highly absorbent oils, like Jojoba and Highly Purified Emu Oil, which are bio-compatible with the skin's own natural sebum.

    Advice: Pure Serum Skincare should feel weightless once absorbed.

    For best results, apply to slightly damp skin (after cleansing) to help lock in hydration and aid rapid absorption.



  • Yes.

    The formula is non-comedogenic (will not clog pores) and suitable for all identities.

    Advice: The formula is incredibly gentle and rich in soothing ingredients like Rosalina.

    The Jojoba Oil actively helps to balance the skin's natural sebum production, meaning it won't trigger excess oiliness and is safe for acne-prone skin.

    We always recommend a skin patch test before using Pure Serum Skincare.

  • To use Pure Serum Skincare as a primer, apply a small pump onto damp skin.

    A little goes a long way to create a smooth translucent base that improves makeup adherence without feeling heavy. 

    Allow the serum to fully absorb for 30–60 seconds before applying foundation for best results.

  • Use one pump of Pure Serum Skincare on damp skin to start.

    Our waterless formula means a little goes a long way. Adjust the amount of serum and water to your preference and the area you’re targeting.

    If the skin feels heavy, this usually means you’ve applied more than your skin could absorb.

  • Pure Serum Skincare can be used any time morning or night depending on your skincare routine.

    Its natural, waterless formula makes it suitable for all skin types and ideal for year-round use.

  • At Telopia, we chose not to use water/aqua as a filler in Pure Serum Skincare.

    Water-based products usually require preservatives and additives to prevent bacteria growth and extend shelf life.

    Telopia’s waterless approach removes the need for preservatives or additives.

    This means Pure Serum Skincare is concentrated, and better for your skin.

    ‍ ‍Why pay for water!


  • We recommend using Pure Serum Skincare specifically for the delicate eye area.

    Simply apply a small pea size drop to a damp cotton pad and sweep it over the eye area.

    This lifts away eye makeup, leaving your skin soothed and hydrated rather than stripped or dry.

  • No.

    We only use 100% pure ingredients in our Pure Serum Skincare.

    Our waterless approach and our hero ingredient, highly purified Emu Oil removes the need for fillers and preservatives.  


  • Telopia uses a clear, non-foaming serum to reduce skin irritation and dehydration.

    Our formula allows for precise shaving, helping you avoid sensitive areas such as moles, scars, and acne, while protecting and hydrating your skin.


  • Absolutely.

    The hero ingredient in Pure Serum Skincare is highly purified Emu Oil which thickens in cooler conditions.

    This is a completely normal occurrence that does not diminish the product's premium performance in any way.

    A quick run under warm water or a vigorous shake will bring it back to a smooth easy-to-apply texture.