Frequently asked questions

Unfortunately, no. We are an online (e-commerce) based company and it is not part of our business model to have a store where our customers can come to make a purchase. Very soon, our products will be available to shop at many popular outlets around the country. 

 

Can I collect my order from your the Zella Skincare warehouse?

Unfortunately, this service is currently not available.

 

Do you have discounts or promo codes that I can use for my order?

If you haven’t signed up for our emails, please do! We will let you know about the latest launches, news, and promotional offers and discounts.

 

Do your products come with a warranty? 

Yes - we've got you covered! All our products come with a 1-year warranty. We also cover all shipping costs related to returned products under warranty, so you don't have to worry about a thing. 

 

What does Zella Skincare offer? 

Currently, we only have the Zella Microcurrent device available. 

 

Where can I purchase Zella Skincare products in South Africa?

You can purchase Zella Skincare products from zellaskincare.co.za only. 

 

How do I contact Zella Skincare? 

Getting in touch is easy! Reach out to us anytime. We would love to hear from you. Kindly fill in your details at https://www.zellaskincare.co.za/pages/contact and we will contact you shortly. Alternatively, contact us via email at support@zellaskincare.com or call or Whatsapp us on +27 76 907 6592.

  

 

Online ordering

How do I place an order through the Zella Skincare website?

1. Find the products that you would like to order by browsing “Shop” using the navigation menu. 

2. When you find a product that you like, add it to your Basket by clicking the 'ADD TO CART’' button.

3. When you have chosen all the products that you would like to buy, and then click on the "VIEW CART & CHECKOUT" button.

4. You will then be directed to add in your Delivery Address, upon completing this you will be directed to choosing your Delivery Method.

5. You will then be taken to Payment – you can select a payment method of either Debit Card, Credit Card, Bank Transfer, Instant EFT or by Cash Deposit.

6. Once you are happy with your order details, please click on the 'COMPLETE ORDER’' button. Once this order has been processed you will be given an order number and receive order confirmation emails from Zella Skincare.

 

If these steps did not guide you through the process, please call or Whatsapp us and we will verbally assist; +27 76 907 6592.

 

How can I pay? 

You can make payment with a credit/debit card or an online payment service when shopping on our website. We use PayGate (Pty) Ltd to securely process all transactions on our website because they use the strictest form of security and are the approved payment gateway for all South African Acquired Banks. Rest assured, your card details will never be kept by us or on the website. 

   

What forms of payment do you accept?

We have a number of safe and easy ways to pay for your items ordered. You will be prompted to make payment using one of the following methods:

• Credit Card/Debit Card – immediate payments are securely processed.
• Bank Transfer – you will receive an invoice by email with our bank details and we will dispatch your order within 24 hours of your payment clearing. Please note that Bank Transfer payments could take up to 7 days to clear.
• Instant EFT – immediate payments are securely processed.
• Cash Deposit – please note there is a 3% surcharge for this payment method.

 

How can I review my order history?

Please log in to your Zella Skincare account to view your order history.

  

 

Shipping, delivery and returns

Where do you ship?

At this time, we ship only within South Africa.

 

Do you ship to P.O. boxes?

No, currently we do not ship to P.O. boxes.

 

Does zellaskincare.co.za ship internationally?

Unfortunately, zellaskincare.co.za does not ship outside South Africa.

 

How does shipping work? 

We use The Courier Guy for all our deliveries. We charge delivery fees based on the size and weight of the product(s) in respect of the total order and taking into consideration the location of delivery. You can expect your parcel within 1-7 business days from when it leaves our warehouse. For a detailed breakdown of our shipping policy, please visit https://www.zellaskincare.co.za/policies/shipping-policy.  

 

Once I place my order, can I change the delivery address?

You are not able to change the delivery address yourself once you have already submitted your order. Should you wish to change it you can contact our customer support team on +27 76 907 6592, or support@zellaskincare.com, and they will be able to update this depending on the status of your order.

 

What if my item is defective?

Please email details and pictures to support@zellaskincare.com. Please do not discard your item. We may ask that you return it for quality assurance.

 

What is your return policy? 

Please see our Return Policy here.

   

How do I start a return?

 

You can initiate your product return by:

1. Contacting us on +27 76 907 6592 / email us at support@zellaskincare.com, OR

2. Log a return on our website at www.zellaskincare.co.za - log into your account,

locate your original order and request a return.

Terms and conditions apply.

 

What do I do if my item is faulty? 

You can return your product under 1 year warranty by:

1. Contacting us on +27 76 907 6592 / email us at support@zellaskincare.com, OR

2. Log a return on our website at www.zellaskincare.co.za : Log into your account, locate your original order and request a return under warranty.

Terms and conditions apply.

 

Do I have to pay return shipping costs?

You will be responsible for paying your own shipping costs when returning your items under Guarantee. If a return item is lost in the shipment back, we cannot issue a refund. We cover the cost of return shipping for products under Warranty. Terms and Conditions apply. 

 

What happens if an item is missing from my delivery?

 Please see section 14.5 Lost parcels under our Shipping Policy here.

 

What do I do if I receive goods damaged or broken in transit?

In the case of damaged product or contents: 

1. Take a picture or video of your findings immediately to use as supporting evidence. 
2. Reach out to our support team as soon as possible on support@zellaskincare.com or call or Whatsapp us on +27 76 907 6592. 
3. Keep your invoice/order details nearby to help us resolve issue as fast as possible. 

 

My parcel arrived, but the contents are damaged/missing/tampered with. What should I do? 

In the case of damaged/missing/tampered product or contents: 

1. Take a picture or video of your findings immediately to use as supporting evidence. 
2. Reach out to our support team as soon as possible on support@zellaskincare.com or call or Whatsapp us on +27 76 907 6592. 
3. Keep your invoice/order details nearby to help us resolve your complaint as fast as possible. 

 

 

Product Questions (Microcurrent device)

Are your products safe for all ages?

Yes, but of course use common sense. We recommend patch testing before first usage. Our skincare devices, as a general rule, are not recommended if you are under the age of 18 years.

     

Is it safe to use your products while I'm pregnant or nursing?

Our skincare devices, as a general rule, are not recommended if you are pregnant/breastfeeding 

 

What does a Microcurrent device do? 

Our Microcurrent device lifts, tightens, and tones facial muscles while stimulating collagen and elastin, resulting in smoother, brighter, and rejuvenated skin. This non-invasive treatment is particularly beneficial for women in their 20s-70s, addressing concerns like jowls, neck, and eye areas. Additionally, it's a non-invasive anti-aging solution and aids mild acne by accelerating healing through increased cellular energy. 

 

How do I know that I will get results? 

Because we put our money where our mouth is, and we make BIG Guarantees that other skincare brands don't. If you don't see results in 30 days, you get all your money back and our after sales service is always ready to assist you. 

 

Does Microcurrent really work? 

Absolutely! With our Microcurrent Device the proven results and testimonials do the talking! Unlike some brands, we rigorously test our products on real people like you to ensure effectiveness before marketing. Check out our reviews for genuine customer feedback on the undeniable impact of our product and after-sales service. 

 

What is a Microcurrent Device? 

Microcurrent is an advanced skincare and facial device used to improve the look and feel of skin by naturally lifting, toning, and sculpting the face and neck. Microcurrent facials help people achieve younger looking skin without the need for invasive or painful treatments. 

 

Are there any risks? 

While Microcurrent may sound uncomfortable, the treatment should be virtually pain-free. Because you're dealing with very small amounts of electrical currents, people who are pregnant, have epilepsy, seizures, or any electronic-implanted devices like pacemakers should steer clear of the treatment. 

 

Can Microcurrent help for hooded eyes that are drooping more due to age? 

Yes, absolutely! Not only will Microcurrent help, it will accurately lift and soften the appearance of hooded eyes caused by aging as well as wrinkles and fine lines surrounding the treatment area. 

 

How does Microcurrent work? 

Microcurrent is a skincare technique that employs low-frequency currents to stimulate muscles and cells deep within the skin, leading to a lifted, toned, and contoured appearance. Simultaneously, circular spheres massage topical products into the skin's top layers, resulting in a smoother, softer, and more hydrated complexion, making it effective for various skin concerns. 

 

What does Microcurrent feel like? 

Microcurrent may feel like a slight tingling, warmth, or stimulation to some, while others may not sense anything. Skin tolerance varies, with certain facial and neck areas being more or less sensitive to microcurrent sensations. The intensity depends on individual skin tolerance. 

 

I don't feel any sensation. Is my device broken? 

People have varying sensitivity to microcurrents, with certain facial areas being more sensitive than others, like the cheeks and around the eyes. If you don't feel anything, it's okay; microcurrents are designed to be gentle while improving deeper skin layers. If you are still unsure, here is how to check if your device is possibly broken: 

1. Turn on and set your device to the highest level (level 5). Wait 15 seconds.
2. Place both spheres on the balls of your cheeks, holding for 1 minute or until you feel a tingling sensation. Remember not to lift the device until you feel something; lifting indicates it's not broken.
3. If you don't feel anything, repeat the same on your inner eyebrow for 1 minute or until tingling. 
4. If no sensation persists and you suspect device issues, contact our support team. Terms and Conditions apply. 

 

My skin is goung red during Microcurrent treatmenmts. Is that normal?

It is 100% normal for the skin in the treated area to become a little red during a microcurrent treatment session. The blood is flowing and pumping oxygen & nutrients to muscles and cells within the skin. The redness usually goes away in 5-10 minutes. 

 

What products can I use with my Microcurrent Device? 

Our device works synergistically with many topical skin care products. You can use any water-based cream, serum or gel of your choice, as long as it is oil free. Oils can block the currents from penetrating the skin. Soothing Aloe Vera gel or pure Glycerin are often used by our customers and work great!

 

How long should I use my Microcurrent Device? 

Ideally, 5 minutes per treatment area (for example, your cheek or forehead) will give maximum results and skin benefits. One treatment session can last between 5 – 30 minutes, depending on how much time you have during your day. 

 

How often should I use my Microcurrent Device? 

For the first month, we recommend using your Zella Microcurrent Device 3-5 times a week. Afterward, maintaining results can be achieved with 3-5 treatments per week, but one weekly session may suffice. Consistency is crucial for sustained visible improvements, making it essential to incorporate this into your regular skincare routine. 

 

Can I use Microcurrent every day? 

It’s safe for every day. You can replace your favourite evening face mask with a microcurrent facial treatment for a professional-level facial at home. 

 

When should I use my Microcurrent Device? 

Any time of the day or night is perfectly fine. The time of the day you choose to do your treatments will largely depend on how you structure your routine and when you prefer to have some relaxing 'me-time'. 

 

Is Microcurrent safe? 

Yes, microcurrent is very safe and there is no scientific evidence that microcurrent is unsafe. The Zella Microcurrent Device was designed with people in mind who are not professionally trained as aestheticians, dermatologists, or skincare specialists. Therefore, it is ideal and extremely safe and suitable for at home use. 

 

Does Microcurrent effect Botox? 

The short answer is no, but it's essential to time both treatments carefully. Wait at least 2-3 weeks after Botox before resuming microcurrent treatments. During this period, you can perform microcurrent treatments on other facial areas, excluding the Botox-treated zone. This precaution applies for 2-3 weeks after each Botox session. If you regularly get Botox and wish to incorporate microcurrent for added anti-aging benefits, consult your doctor for personalized advice. 

 

Does Microcurrent dissolve Botox? 

No. Microcurrent treatments do not dissolve Botox. 

 

What about Microcurrent and fillers? 

Generally, it's safe to begin microcurrent treatments four weeks after getting fillers. However, the timing may vary based on filler placement and type. We recommend asking your doctor’s advice about your specific needs and what strength you should be using the microcurrent device on after having fillers. 

 

Can I use Microcurrent if I have metal fillings in my teeth or metal plates in my face? 

Generally, it is ok to use Microcurrent if you have metal dental fillings, and most people with metal fillings experience no issues. We strongly suggest that you avoid going over the skin in the direct area of the metal filling and focus on treating all other surrounding areas on the face, neck, and décolletage.  

 

 

Accounts

What are the benefits of having a Zella Skincare account?

By creating an account on zellaskincare.co.za, you will be able to keep a record of all your purchases, billing, and order tracking information. You can also store multiple shipping addresses to expedite the checkout process. If you choose to receive emails, you will also be the first to know about new products, promotions, and all things Zella Skincare!

 

How do I create an account?

Click on the “Log In” link in the upper right-hand corner of any page and then select “Register” to create an account. You can also create an account during your initial checkout.

 

I’m having trouble logging into my account, how do I recover my password?

Please click on the “Forgot your password?” link on the log-in screen for instructions on how to recover your account. Or please contact support@zellaskincare.com for additional assistance.

 

How do I subscribe to or cancel my Zella Skincare email subscription?

We hate to see you go! But if you must, you can easily unsubscribe by clicking the "unsubscribe" link at the bottom of our emails or contact us at support@zellaskincare.com.

 

Does anyone else see the information that I provide to Zella Skincare?

We respect your privacy. The information you provide will not be given to any third party. Please refer to our Privacy Policy.

 

 

Still have questions?

If you are having site issues, or have additional questions, please email us at support@zellaskincare.com.