Frequently Asked Questions
How much is postage?
We offer a flat rate postage fee of $8.00 for standard and $12.00 for express. However, our travel sized pots and lip balm holders can be sent for $3.00 (no tracking). Free standard shipping applies on all orders above $50.00. In summer or when the weather is extremely hot, we recommend selecting express shipping to avoid the lip products from being held in transit for longer.
When can I expect to receive my order?
Unless we have the items in stock, please allow up to 4 working days for us to handmake and process your order. We use Australia Post or Sendle postal services so it can take anywhere from 2-10 business days for your order to arrive once it has been dispatched, depending on what shipping method you choose and where you are located. Please note that it may take longer for WA based customers (as we are located in NSW), remote locations, or if there are any public holidays.
Help! My order hasn’t arrived.
If you haven’t received your order and it has been more than 10 business days since dispatch please notify us and we will contact the postal services to launch an investigation. If you have selected the untracked postage option, unfortunately there is no way for us to investigate what has happened and are unable to replace lost items in this case.
Do you ship internationally?
Unfortunately we currently only ship our products within Australia. However, you can purchase via our stockists www.biome.com.au or floraandfauna.com.au as they both ship internationally. Please note that they do not stock our entire range. Please browse through their website to see what flavours and tints they have in stock.
Do you do any product testing on animals?
Not at all! We only use ingredients and packaging that are 100% vegan and cruelty-free. We do all our testing on willing family and friends, never on animals.
Are your products palm oil free?
Yes! We are 100% palm oil free and believe there is no need to include an ingredient that is costly to the lives and habitats of wildlife.
When do your lip products expire?
Although there is no set expiry date, it is recommended that you use our lip products within 12 months of purchasing it. For longevity, avoid contact with water and always close the lid straight after use.
What should I do with my empty packaging?
The great thing about our packaging is that they are 100% compostable. Peel the label off and wipe away any residue from the balm, before throwing them into your compost. It will then take 3-4 months to decompose. If you don’t have a compost bin, you can pop them into your recycle bin instead.
Will my lip balm melt through the kraft paperboard packaging?
Our kraft paperboard packaging has an oil resistant lining as a barrier to help avoid the balm from melting through. However the more you use the balm, the more the oil will seep through from the top of the tube. This is completely normal and fine and will not affect the quality of the balm itself.
Will my lip balm melt in summer?
We don’t add chemicals and stabilisers which are often used in store-bought lip balms to stop the balms from melting. To prevent your lip balm from melting, store it in a cool, dry place, away from direct sunlight, especially during summer. In hot weather, we recommend you select express shipping, and avoid keeping them in your pocket or the car. If it does melt, put it in the fridge for a few minutes until it hardens back up. In winter it will be a harder, more solid balm.
Why does my lip balm change in texture and colour?
Don’t worry if you’ve noticed your lip balm changing in colour or texture. There are a few reasons for that.
1. We use organic butters to sustain all its nutrients. Because the butters are unrefined, they often react to temperature changes. It can cause them to melt and harden back up but sometimes if they don’t solidify quick enough you’ll be left with a grainy top layer. Don’t worry, it’ll melt easily once you apply it to your lips.
2. We use organic coconut oil to also sustain all its nutrients. Unlike many other carrier oils, coconut oil solidifies in the cold and becomes liquid when heated. When the oil sets, it does so at different speeds due to its fatty but healthy content. This is why you may have small white flecks on the top layer of your balm. It’ll melt just as easily once applied to your lips .
Because we can’t control the weather conditions when your balms are posted to you, temperature changes may affect its appearance, but the quality of the balm itself will not be affected and is still perfectly safe to use. It’s just nature doing its thing.
How long are your gift certificates valid for?
We have gift certificates in the value of $20.00, $30.00, $40.00 and $50.00. They are valid for 3 years after being issued. It is an electronic gift certificate redeemable online only. Non refundable or transferable for cash. The recipient must have an Australian residential address for mailing purposes.
Do you issue refunds?
We do our best to deliver quality, handmade lip products. In the rare event that the items arrive to you with issues / damages, please contact us so we can find the best solution to rectify your concerns.
Do you offer wholesale?
We sure do! Please message us via our contact us page for more information.