FAQs

Have more questions? We're here to help!

General Info

What is Gua Sha?

Gua Sha is a traditional East Asian massage technique that uses a smooth-edged tool to gently scrape the skin, promoting circulation, reducing puffiness, and supporting lymphatic drainage. It's now widely used in modern skincare and wellness routines.

What are the benefits of using a Gua Sha?

Regular use can help:

  • Reduce puffiness and facial tension
  • Improve circulation and lymphatic flow
  • Sculpt and define facial features
  • Boost natural glow and skin tone
  • Relieve stress and promote relaxation

How long will shipping take?

Orders are processed within 1–2 business days. Estimated delivery times by region:

Australia: 2–7 business days (depending on your location)

New Zealand: 3–7 business days

United States/Canada: 7–14 business days

Do you ship internationally?

Yes, we ship worldwide 🌏
 

Australia, New Zealand, United States, Canada, Japan, Singapore, Hong Kong, Taiwan, United Kingdom, Germany, France, Netherlands, Sweden, Denmark, Norway, United Arab Emirates, Saudi Arabia.

For international shipping arrangements, please contact us at support@iluda.com.au.

What is your return policy?

We accept returns within 30 days of delivery for unused products in their original packaging. For assistance, please contact us at support@iluda.com.au.

Product Questions

Who can use Gua Sha?

Our Gua Sha is made from non-toxic, hypoallergenic ceramic, making it safe and gentle for all ages — including children and pregnant individuals. However, if you have active skin inflammation or underlying skin conditions, we recommend consulting a skincare professional or dermatologist before use.

How often should I use it?

For best results, we recommend using it 3–5 times a week, or daily as part of your skincare or wellness routine.

Can I use Gua Sha with skincare products?

Yes! It’s best to use Gua Sha with a facial oil, serum, or moisturizer to help the tool glide smoothly and avoid tugging the skin.

Is it painful or can it cause bruising?

Gua Sha shouldn’t be painful when used properly. You may feel light pressure or see slight redness, which is normal and fades within a few hours. Bruising is rare if you use gentle pressure, especially on the face. Always apply facial oil or serum to help the tool glide smoothly.

Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Is it safe to use my credit card on your website?

Yes! Our store uses Shopify’s secure payment system, which ensures your payment and personal information are protected with encryption.

Can I change or cancel my payment method after placing an order?

Payments cannot be changed once the order is placed. For cancellations or refunds, please contact support at support@iluda.com.au.

Shipping & Return

How much does shipping cost?

Australia: Standard $10 (1–5 days), Express $14.95 (1–3 days)

New Zealand: Standard $12 (5–10 days), Express $20 (3–6 days)

US & Canada: Standard $15 (7–14 days), Express $30 (5–8 days)

Asia (JP, SG, HK, TW): Standard $15 (5–10 days), Express $20 (3–6 days)

Europe: Standard $30 (8–15 days), Express $60 (5–9 days)

Middle East (UAE, SA): Standard $18 (8–15 days), Express $30 (5–9 days)


Free standard shipping worldwide on orders over $100 AUD.

How is my order packaged?

We carefully package each order with protective cushioning materials inside sturdy boxes to ensure your product arrives safely and without damage.

Can I track my order?

Yes! Once your order ships, we’ll send you a tracking number via email so you can monitor your package.

What is your return policy?

We accept returns within 30 days of delivery for unused products in their original packaging. Please contact us at support@iluda.com.au for assistance.

How do I return a product?

To initiate a return, please email us at support@iluda.com.au with your order details. We’ll provide you with the return address and guide you through the process. Please securely package the product and send it at your own expense. Returns are accepted only for unused products in their original packaging.

Contact Questions

How can I contact customer service?

You can reach us anytime by email at support@iluda.com.au. We strive to respond within 24–48 hours on business days.

What are your customer support hours?

Our team is available Monday to Friday, 9 AM to 5 PM AEST (Australian Eastern Standard Time).

Can I contact you via phone or live chat?

Currently, we provide support via email only to ensure thorough and personalized responses.

What information should I include when contacting support?

Please include your order number, a clear description of your issue or question, and any relevant photos if applicable. This helps us assist you faster.