Frequently Asked Questions

PRODUCT USAGE & APPLICATION

How much Aloe Eye Cream should I use per application?

You only need a tiny amount. Use your ring finger to gently pat the cream around the eye and lip area. It is safe to apply right up to the eye, as it has a neutral pH similar to your tear ducts.

How often should I use the Aloe Night Nurture Cream?

For dry or mature skin, use the Aloe Night Nurture Cream every evening as part of your night routine.

What is the correct way to apply Vital Skin Oils?

Apply several drops to the entire face after your moisturiser every evening. If using the Non-Surgical Face Lift mask, pat a few drops around your eyes and lips before application, and over the entire face immediately after removing the mask.

How do I use the Hyaluronic Acid + Peptide Concentrate?

Apply several drops to your entire face and gently pat in. Use before your moisturiser in both your morning and evening routine.

Should I use the Aloe Moisture Cream morning and night?

Yes — apply a moisturiser every morning and night for best results.

When is the best time to use the Platinum Reverse Wrinkle Serum?

Use the Platinum Reverse Wrinkle Serum twice a day — in your AM and PM routine — immediately after applying the 95% Aloe Hydrating Gel.

How much Infiniti Beauty Fluids should I use?

Several drops will cover your entire face. A little goes a long way.

Do I apply the Aloe Oil Free Foundation with fingers or a sponge?

You can use either — it depends on your preference. Both application methods work well.

How do I properly cleanse with the Aloe Foaming Cleanser?

Use wet fingertips to massage the Aloe Foaming Cleanser over your entire face. For best results, remove with a soft cloth, or simply splash away with water.

What is the application technique for the Aloe Deep Cleanser?

Use dry fingers on a dry face and massage the product over your entire face, including the eye area. Gently remove with a cloth and warm water.

How do I use the Aloe Cleanser and Shaving Lotion for shaving?

Using wet fingertips and a wet face, lather onto the entire face to cleanse. Shave desired areas with a razor, then remove with warm water.

Should I rinse off the Aloe pH Freshener or leave it on?

Leave it on — do not rinse off. Allow the Aloe pH Freshener to absorb into the skin before continuing with the rest of your routine.

How long should I leave the Aloe Deep Cleanser on before rinsing?

Massage the Aloe Deep Cleanser into your skin for a minute, or longer if you prefer, then rinse off.

Can I use the Tea Tree Facial Cleanser twice daily?

Yes — if you have troubled or oily skin, you can use the Tea Tree Facial Cleanser twice daily.

How do I incorporate the Infiniti-C Moisturiser into my routine?

The Infiniti-C Moisturiser is used at the end of your daily routine as the final moisturising step.

How much product should I use in general?

You only need a small amount of any Grace product. You cannot overuse our products, so feel free to adjust based on your preference. Less is more with concentrated natural formulas.

How often should I use a face mask?

Use a mask at least once a week. For more noticeable results, use it 2–3 times per week.

How do I use MBL8 Concentrated Oil Additive?

Allow 5,000 km or 100 hours of operation to a new or reconditioned engine before adding MBL8, to permit initial break-in. Add immediately for all other applications. Shake MBL8 vigorously before use.

For best results, add during an oil and filter change. After draining oil and changing the filter, add the specified amount of oil less 1 litre, then mix MBL8 thoroughly with the last litre of oil. Run the engine for at least 15–30 minutes before shutdown.

Dosage — passenger cars and light commercial vehicles: - 4 cylinders: 75 mL per application - 6 cylinders: 100 mL per application - 8 cylinders: 125 mL per application

Heavy trucks, industrial, marine and commercial: - 6 or 8 cylinders: 250 mL per application

Large industrial and marine: 20 mL per litre of engine oil.

More info: https://proma.global/products/mbl8-concentrated-oil-additive-250ml-9ddc

How often should I use the MBL8 oil additive?

Add MBL8 at every oil and filter change. For continuous protection, treat at each service interval (typically every 5,000–10,000 km depending on your vehicle). Always shake vigorously before use.

When should I use the One Shot Fuel System Cleaner?

The One Shot Concentrated Fuel System Cleaner is for petrol engines only — do not use in diesel engines.

Remove the cap, insert the bottle fully into the fuel tank, and add the entire contents. Fill the tank to the automatic shut-off level and operate normally — the product works as you drive.

Dosage: One bottle (200 mL) treats up to 60 litres of fuel. For maximum benefit, re-treat every 2,500 km or 50 hours of operation. Alternatively, add PT5 Plus Petrol Treatment at each tank refill.

How do I use the Dishwashing Liquid?

Apply a small amount to a sponge or directly onto dishes, then rinse with water. The formula is concentrated — a small amount goes a long way.

What is the application method for the Fabric Rinse Aid?

Add Pro-Ma Rinse Aid to your dishwasher’s rinse aid compartment and run as part of your normal dishwasher cycle. It prevents water spotting and leaves tableware sparkling.

How do I use the Marine Oil products?

For application and dosage instructions, visit the marine product pages: https://proma.global/marine

SKINCARE ROUTINES

What is a good morning skincare routine?

Our recommended morning routine: 1. Cleanser 2. Infiniti Beauty Fluids 3. Hyaluronic Acid or Aloe pH Freshener 4. 95% Aloe Hydrating Gel 5. Platinum Reverse Wrinkle Serum 6. Aloe Eye Cream 7. Moisturiser 8. Foundation (optional)

What is a good evening skincare routine?

Our recommended evening routine: 1. Cleanser 2. Infiniti Beauty Fluids 3. Hyaluronic Acid or Aloe pH Freshener 4. 95% Aloe Hydrating Gel 5. Platinum Reverse Wrinkle Serum 6. Aloe Eye Cream 7. Moisturiser 8. Vital Skin Oils

Can I layer multiple Grace Cosmetics products?

Yes — our products are designed to be layered. Follow the morning and evening routines above for best results. Start with the lightest formulas (fluids, serums, gels) and finish with the richest (moisturisers, oils).

How do I build a basic skincare routine?

Start with three essential steps: Cleanse, Hydrate, and Moisturise. Then layer in 1–2 serums, and finish your PM routine with a facial oil for extra nourishment.

How long until I see results from using Grace Cosmetics?

You will notice immediate results after the first use. For lasting transformation, most people see a significant difference within 1–3 months of regular use.

SKIN TYPE SUITABILITY

Is the Tea Tree Facial Cleanser good for sensitive skin?

No — the Tea Tree Facial Cleanser is designed for troubled or acne-prone skin. Tea tree is a natural antiseptic that helps control the spread of bacteria from pimples. For sensitive skin, use the Aloe Deep Cleanser Jar instead.

Can I use the Aloe Deep Cleanser Jar on sensitive skin?

Yes — it is extremely gentle and suitable for dry or mature skin types.

Is the Infiniti-C Moisturiser suitable for oily skin?

No — the Infiniti-C Moisturiser is best suited for normal skin types. For oily skin, we recommend Aloe Moist Dew.

Can I use the Aloe Night Nurture Cream during pregnancy?

Yes — all Grace Cosmetics products are safe to use during pregnancy.

Is the Aloe Eye Cream safe for contact lens wearers?

Yes — the Aloe Eye Cream is safe for contact lens wearers. It has a neutral pH, the same as your tear ducts.

Will the Aloe Oil Free Foundation clog my pores?

No — the Aloe Oil-Free Foundation is oil-free and water-soluble, allowing your skin to breathe freely.

Is the Tea Tree Facial Cleanser suitable for acne-prone skin?

Yes — it is excellent for acne-prone skin. Tea tree is a natural antiseptic that helps control the spread of bacteria from pimples.

Can the Aloe Moisture Cream be used on combination skin?

Yes — it is a lightweight moisturiser that will not leave an oily residue, making it suitable for combination skin.

Is the Hyaluronic Acid Serum good for mature skin?

Yes — it is excellent for mature skin. It contains natural humectants that plump the skin by drawing moisture from the air, providing effective anti-ageing benefits.

Can I use Vital Skin Oils if I have oily skin?

Yes — botanical oils provide essential nutrients your skin needs for overall health. Using a facial oil can actually help slow down your skin’s own oil production over time.

SKIN CONCERNS & PRODUCT RECOMMENDATIONS

I have very dry skin. What products help?

For dry skin, we recommend starting with our Deeply Nourishing Basics — a complete routine for hydrated, healthy skin. More info: https://proma.global/products/deeply-nourishing-basics-ca6f

My skin is oily. What products do you recommend?

For oily skin, we recommend starting with our Oil Balancing Basics — a complete routine for healthy, balanced skin. More info: https://proma.global/products/oil-balancing-basics

I struggle with acne. What can I use?

For acne-prone or troubled skin, we recommend starting with our Clear Skin Basics — a complete routine for healthy, clear skin. More info: https://proma.global/products/clear-skin-basics-3992

What products are good for sensitive skin?

For sensitive skin, we recommend our Sensitive Skin Basics — a complete routine for healthy, calm skin. More info: https://proma.global/products/sensitive-skin-basics-af0a

I have combination skin. What products work best?

For combination skin, we recommend our Everyday Go-To Basics — a complete routine for healthy, radiant skin. More info: https://proma.global/products/everyday-go-to-basics

What helps with mature skin concerns?

For mature skin, we recommend our Deeply Nourishing Basics — a complete routine for healthy, nourished skin. More info: https://proma.global/products/deeply-nourishing-basics-ca6f

I have skin redness and irritation. What products help?

Our Sensitive Skin Basics set combined with Vital Skin Oils would be ideal for redness and irritation. The Sensitive Skin Basics calm and soothe, and the oils provide extra barrier support.

My child has eczema. What do you recommend?

Our formulas are completely safe for children.

For body eczema: 1. Wash with Aloe Body Wash 2. Apply thick layers of Aloe Medicated Skin Cream 3. Follow with Vital Skin Oils on affected areas

Repeat multiple times a day until healed, then continue once daily for 6 months to prevent recurrence.

For facial eczema: Use the Eczema Relief Set: https://gracecosmetics.global/products/eczema-therapy

My child has psoriasis. What do you suggest?

Our formulas are completely safe for children. We recommend: 1. Wash with Aloe Body Wash 2. Apply a thick layer of Aloe Medicated Skin Cream 3. Follow with Vital Skin Oils

Repeat several times a day until cleared, then continue once daily to help prevent recurrence.

BRAND VALUES & PRODUCT STANDARDS

Why use natural skincare?

Natural skincare is gentler on your skin, rich in beneficial nutrients and antioxidants, and carries a lower risk of irritation compared to products containing harsh synthetic chemicals.

What ingredients should I avoid in skincare?

Avoid synthetic ingredients and harsh chemicals, such as those commonly found in artificial preservatives and fragrances.

Are your products cruelty-free?

Yes — all Grace Cosmetics products are cruelty-free and never tested on animals.

Are your products tested on animals?

No — Grace Cosmetics is proudly cruelty-free and never tested on animals.

Are your products vegan?

The majority of our range is vegan. The only exceptions are the Non-Surgical Face Lift Powder (contains egg white) and products containing marine collagen.

Are your products pregnancy-safe?

Yes — all Grace Cosmetics products are safe to use during pregnancy.

Can I use Grace Cosmetics products while pregnant?

All of our skincare is pregnancy-friendly. You can use Grace Cosmetics products with confidence during pregnancy.

What is the shelf life of Grace Cosmetics products?

All Grace Cosmetics products have a shelf life of 2 years from the manufacturing date.

Are your products organic or natural?

Our formulas contain Organic Aloe Vera with all-natural botanicals. All products are made in an Australian Certified Organic (ACO) licensed facility.

Do your products contain parabens?

No — Grace Cosmetics products are entirely paraben-free.

Do your products have artificial colours or fragrance?

Grace skincare does not use any artificial colours or artificial fragrances in our formulations. Any scent comes naturally from the ingredients.

What is aloe vera and why do you use it?

Organic aloe vera is the number one and most important ingredient in all Grace skincare. Aloe vera penetrates the skin four times deeper than water, delivering lasting hydration and healing benefits. Learn more: https://gracecosmetics.global/why-aloe

What certifications do your products have?

All Grace skincare is manufactured on the Gold Coast in a facility licensed by the Therapeutic Goods Administration (TGA) and Australian Certified Organic (ACO), adhering to the highest Australian standards.

What are your premium products?

Our premium range is the Platinum Collection, which includes: - Platinum Reverse Wrinkle Serum - Platinum Anti-Wrinkle Moisturiser - Platinum Wrinkle Solution with Marine Collagen - Platinum Firming Rejuvenation Mask

Are there vegan products available?

All Grace Cosmetics skincare is vegan, except for the Wrinkle Solution with Marine Collagen and the Firming Face Lift Powder.

Do you have paraben-free and fragrance-free products?

Yes — our entire range is paraben-free and fragrance-free.

Are there chemical-free products?

The entire Grace Cosmetics skincare range is all-natural, chemical-free, and non-toxic.

What are your budget-friendly options?

Save with our skincare sets — all sets are 10% off any individual routine. We have a routine for every skin type and concern. Find your routine: https://gracecosmetics.global/save-with-sets

MEMBERSHIP & PRICING

How much does membership cost?

Membership costs vary by location:

• Australia (AU): From $30 — https://proma.global/member-joining-options
• New Zealand (NZ): From $30 — https://proma.global/nz/member-joining-options
• Papua New Guinea (PGK): From K185.00 — https://proma.global/pg/member-joining-options
• Canada (NA): Free to join — https://proma.global/na/become-a-member

What do I get with a membership?

Membership gives you 12 months of member access including member pricing on all eligible products. Once you’re a member, you get member prices once logged in. No code needed at checkout.

How much can I save with membership?

As a member, you enjoy up to 35% off RRP every day. Your savings grow as you progress through membership levels: - Level 1: Save up to 35% off RRP - Level 2: Save up to 40% off RRP - Level 3: Save up to 43% off RRP - Level 4: Save up to 46% off RRP

You’ll also receive exclusive members-only promotions including flash sales with up to 50% off.

How do I sign up for membership?

Signing up is easy. Join directly on our website: https://proma.global/grace-member-joining-options

What are the membership requirements?

1. You must be an individual aged at least 18 years old (business memberships reviewed per application)
2. You must provide a unique mobile number, unique email address, and a valid delivery address
3. You must update your details if they change
4. Joint memberships (e.g. spouse/business partner) are permitted but share one login
5. A Membership Fee is payable at joining, with an annual Renewal Fee each year
6. No product purchase is required to become a member
7. We reserve the right to refuse membership

Can I upgrade my membership level?

Yes — you move through membership levels by accumulating Move Up Points. Learn more: https://proma.global/how-do-move-up-points-work

Can I cancel my membership?

Yes — you can terminate your membership at any time by emailing [email protected]

SHIPPING & DELIVERY

Do you offer express shipping?

Yes — we offer StarTrack satchel shipping, which is a fast and reliable express delivery option. We also use Australia Post and StarTrack Road. You can view all available shipping options and costs at checkout after adding items to your cart and entering your delivery address.

What shipping methods do you use?

Our shipping methods include: - Australia Post - StarTrack Satchel (express delivery) - StarTrack Road

Do you ship internationally?

We offer direct shipping to Australia, New Zealand, Papua New Guinea, and Canada/North America. For anywhere else in the world, you can organise your own courier. Contact: [email protected]

How long does delivery take?

Orders are dispatched within 2 business days. Shipping typically takes 3–7 business days within Australia, depending on your location.

Can I track my order?

Yes — provide your email address when placing your order and you will be sent a tracking link and code directly from Australia Post. If you do not receive a tracking email, contact us at [email protected]

What if my order is delayed?

Shipping delays can be expected during busy sales periods. For unexpected delays, a member of our team will be in contact. You can also reach us at [email protected]

What are your business hours?

ORDERS & PAYMENT

How do I place an order?

You can place an order directly on the website by adding products to your cart and paying online through our secure checkout. You can also call our Customer Care Team to place your order over the phone.

What payment methods do you accept?

We accept: - Credit card (secure online payment) - Direct deposit - PayPal (including PayPal Pay in 4 — split into 4 interest-free payments) - Pay on pick-up for click and collect orders

Do you accept PayPal?

Yes — we offer PayPal as a payment option, including PayPal Pay in 4.

Do you accept Afterpay?

No — we do not currently offer Afterpay. We do offer PayPal Pay in 4, which allows you to split your purchase into 4 interest-free payments. Select PayPal at checkout to see available options.

Do you offer payment plans?

Yes — we offer PayPal Pay in 4, which lets you split your purchase into 4 interest-free payments. Select PayPal at checkout.

Can I save my payment details?

You can save your bank account details for commission payments via your account login. For your privacy and security, we do not store credit card information for order payments.

Is checkout secure?

Yes — all payments are processed through trusted, encrypted payment gateways using 2048-bit SSL encryption to keep your details protected.

How do I cancel my order?

To cancel your order, contact our team at [email protected] as soon as possible. Once your order has been shipped, it cannot be cancelled.

Can I modify my order?

To modify your order, contact our team at [email protected] as soon as possible. Once your order has been shipped, it cannot be modified.

How do I use a promo code?

Proceed to the checkout page where you will find the promo code field. Enter your code and click “Apply.” The applicable discount will be reflected in your order total. Some promotions are automatically applied when you visit our website through a promotional link — if so, the discount will be visible in your order summary at checkout.

RETURNS & REFUNDS

What is your returns and refunds policy?

We are not required to provide a refund or replacement for change-of-mind purchases or damage caused by you.

You may choose a refund or exchange if a product has a major problem, which means: - Faulty or damaged (not caused by you) - Substantially unfit for its common purpose and cannot be easily fixed - Unsafe

Full policy: https://proma.global/policy-returns-and-refunds

How do I get a refund?

Email [email protected] within 10 days of discovering the problem. Include your order number or proof of purchase, and photographs of the affected product(s). Any approved refund will be in the same form as your original payment.

How long do refunds take?

Once your refund is approved, we initiate the payment within 2–3 business days. Depending on your bank or payment provider, it may take a few additional days for the funds to appear in your account.

Can I exchange a product?

Yes — exchanges are available if a product has a major problem (faulty, damaged, or unfit). Email [email protected] within 10 days with your order number and photos of the affected product.

Do I need to pay return shipping?

If your exchange request is accepted, we will cover return shipping costs. Full details: https://proma.global/policy-returns-and-refunds

Can I return an opened product?

We cannot accept returns for change-of-mind on opened products. Returns are accepted only for products with a major problem (faulty, damaged, or unfit for purpose).

ACCOUNT MANAGEMENT

I forgot my password. How do I reset it?

Go to the login page and click “Forgot Password?” then follow the prompts to set a new password: https://gracecosmetics.global/auth/sign_in

Alternatively, our care team can reset your password for you — email [email protected]

How do I change my password?

Log into your account and go to “Password” in the top-right corner under the person icon (My Account). Our care team can also update it for you — email [email protected]

How do I update my email address?

Log into your account and go to “Account Details” in the top-right corner under the person icon (My Account). Our care team can also update it for you — email [email protected]

How do I update my delivery address?

Log into your account and go to “Account Details” in the top-right corner under the person icon (My Account). Our care team can also update it for you — email [email protected]

How do I update my phone number?

Log into your account and go to “Account Details” in the top-right corner under the person icon (My Account). Our care team can also update it for you — email [email protected]

How do I update my account details?

Log into your account and go to “Account Details” in the top-right corner under the person icon (My Account). Our care team can also assist — email [email protected]

How do I view my order history?

Log into your account and go to “My Orders” in the top-right corner under the person icon (My Account). Our care team can also look up your orders — email [email protected]

How do I manage my preferences?

Log into your account and go to “Preferences” in the top-right corner under the person icon (My Account). Our care team can assist if needed — email [email protected]

How do I unsubscribe from emails?

Click the “Unsubscribe” link at the bottom of any Proma or Grace email. You can also unsubscribe by logging into your account and going to “Preferences” under the person icon. Our care team can assist — email [email protected]

How do I stop receiving SMS messages?

Reply STOP to any marketing SMS to unsubscribe. You can also manage SMS preferences by logging into your account and going to “Preferences” under the person icon.

Can I delete my account?

To delete your account, email [email protected] and our team will process your request.

PRIVACY & DATA

How do you protect my data?

Pro-Ma Systems is dedicated to keeping your details private. Any information we collect is kept strictly secured. We do not pass on, sell or swap any of your personal details with anyone. We use your information only to identify orders, provide personalised emails, and improve your shopping experience. Full privacy policy: https://proma.global/policy-privacy-policy

Is my payment information secure?

Yes — financial details are processed through a secure server using the latest 2048-bit SSL (Secure Socket Layer) encryption technology. Contact us with any security questions.

Do you sell my personal data?

No — Pro-Ma Systems does not sell, pass on, or swap your personal details with anyone. Full privacy policy: https://proma.global/policy-privacy-policy

CUSTOMER SERVICE & CONTACT

How can I contact customer service?

You can contact our friendly Customer Care Team by email or phone:

Australia (Head Office) - Phone (local): 1800 800 802 - Phone (international): +61 7 5573 8111 - Fax: +61 7 5573 8122 - Email: [email protected] - Address: 14 Kingston Drive, Helensvale, Gold Coast QLD 4212, Australia - Hours: Monday–Friday 8:30am–5:00pm AEST

New Zealand - Phone: +64 9 526 5318 - Fax: +64 9 526 5319

Canada - Pro-Ma Systems (Canada) Inc, 8/6125 12th Street S.E., Calgary, Alberta T2H 2K1 - Phone: (403) 258 2115 - Hours: Monday–Friday 8:30am–5:00pm MST

Papua New Guinea - Pro-Ma Systems (PNG) Ltd, Cameron Road, Waigani, N.C.D. - Phone: (675) 323 1393

AUTOMOTIVE PRODUCTS

What are the ingredients in MBL8 Concentrated Oil Additive?

The full list of ingredients and Safety Data Sheet (SDS) is available under the Downloads section on the product page: https://proma.global/products/mbl8-concentrated-oil-additive-250ml-9ddc

What are the ingredients in the Diesel Fuel Treatment (DT5)?

The full list of ingredients and Safety Data Sheet (SDS) is available under the Downloads section on the product page: https://proma.global/products/dt5-plus-diesel-treatment-1l-fc22

What are the benefits of using MBL8?

MBL8 is a highly concentrated, science-backed oil additive designed to: - Reduce engine noise and wear - Restore compression for better performance - Increase horsepower and fuel efficiency - Reduce exhaust emissions - Minimise maintenance costs - Save money on running costs

What are the benefits of the Diesel Fuel Bug Biocide?

Our Diesel Fuel Bug Biocide is a highly concentrated, science-backed formula that: - Treats and protects fuel from harmful bacteria, fungus, and mould - Kills and prevents regrowth of bacteria - Uses an organic and marine-safe formula - Leaves no ash or residue during combustion - Has proven results for over 40 years

HOME PRODUCTS

What is in the Liquid Laundry Detergent?

Our Phosphate Free Liquid Laundry Detergent contains gentle cleaning agents, advanced optical brighteners, and active enzymes to lift dirt and keep fabrics bright. It is biodegradable, phosphate-free, and highly concentrated.

What is in the Multi-Purpose Citrus Cleaner?

Our Citrus Cleaning Concentrate is a super-concentrated, environmentally friendly formula containing natural citrus-based cleaning agents that are phosphate-free, biodegradable, highly concentrated, and packaged in recyclable bottles.

ABOUT PRO-MA SYSTEMS

What is Pro-Ma Systems?

Pro-Ma Systems (Aust) Pty Ltd is the Australian parent company and manufacturer behind multiple successful brands including Grace Cosmetics. Founded in 1983, Pro-Ma delivers innovative, science-backed formulas across four divisions:

1. Grace Cosmetics — Premium all-natural skincare and beauty
2. Pro-Ma Performance — Automotive and industrial maintenance products
3. Pro-Ma Home Products — Eco-friendly household cleaning solutions
4. Optimum Health — Nutritional supplements and wellness products

Key facts: - Founded: 1983 in Australia - Headquarters: Gold Coast, Queensland - Manufacturing: TGA-licensed, ACO-certified Australian facilities - Global reach: Australia, New Zealand, Papua New Guinea, Canada

What is the difference between proma.global and gracecosmetics.global?

• gracecosmetics.global — Skincare and beauty products only
• proma.global — All products from all four divisions (skincare, automotive, home, health)

Grace Cosmetics operates as a sister company under the Pro-Ma umbrella, specialising exclusively in beauty and skincare.