FAQ

Products

Yes we do! We harvest herbs from our gardens and make herbal tinctures and sun-infused oils which are used in our products. A lot of the ingredients used to manufacture our products are bought in from reputable suppliers but there is a little bit of The Herb Farm in most of our products which makes them extra special.

All of our products are handcrafted on site at The Herb Farm in Ashhurst, New Zealand.

Our products are not certified organic. Although some of the our natural ingredients are certified organic, to use all certified organic ingredients and to go through the certification process would mean our prices would have to increase significantly. We love providing truly natural, high quality effective products to customers at affordable prices and endeavour to keep prices reasonable so everyone can afford them. We do not use sprays or chemical fertilisers on the herbs grown at The Herb Farm.

We go to great lengths to ensure that the raw materials used in our products are natural and pure. Before accepting any new raw material we have an extensive investigation and documentation process to ensure what they are supplying us is natural, will not change in quality and supply and has not been tested on animals.

Yes, all of the products available on this website are vegan.

No we definitely do not test on animals! We love animals and support several animal charities and are strongly against any sort of testing or cruelty to animals. We are accredited as a Preferred Brand with the Cruelty Free Organisation
We ensure all raw materials have not been tested on animals. Our products are natural and safe so we can test them directly on people!

Yes, all of our products are packaged in glass jars and bottles which can be recycled along with your other brown glass bottles.

If you're unsure about your skin type you can take our short online Skincare Consultation here where you will receive personalised recommendations on which of our products are best suited to your skin type.  Don't forget: our Cleansers, Exfoliating Creams, Facial Toning Mists and Face Creams are all eligible for the Right Product Guarantee. Learn more about it below! (excludes Mens Moisturiser).

We recommend the following order when completing your skincare routine:

1. Cleanser
2. Exfoliating Cream (1-2 times a week)
3. Facial Toning Mist
4. Revitalising Face Mask (1-2 times a fortnight)
5. Facial Serum
6. Face Oil
7. Face Cream
8. Hydrating Overnight Face Mask (evening, 1-2 times a week or when needed)
9. Eye Cream

Our Soothe & Repair Cream has been carefully formulated to help relieve dry, itchy skin conditions such as eczema, and has over50 five-star reviews. This richly therapeutic cream is suitable for all the family including babies.

We have had good results with customers using our Normal (including sensitive) Skincare Range on skin with rosacea. The triggers or causes of rosacea does vary between each person so we always recommend patch testing first.

ORDERS/RETURNS

Your order should be processed within 3 working days. You will receive an email when it has been dispatched with tracking information. Please wait a week for your parcel to arrive after which we will be happy to follow up on your parcel's whereabouts.

All orders are shipped from Sydney, Australia.

We accept Visa, Mastercard and American Express.

Your satisfaction is important to us, if you have a concern about the quality of your product please use the Contact Us page to email us with the batch number, expiry date and product name from the barcode label and the reason you are dissatisfied.

Any returns due to quality issues must be within 3 months of receiving your order.

Unfortunately, we do not offer cash refunds or accept product returns if you have changed your mind or don't like the scent or product for any reason.

We may request you to return unused product before processing a refund or replacement.

If the product does not suit your skin type you may be eligible for a replacement under our Right Product Guarantee (see below).

If you purchase The Herb Farm skincare product/s and don’t feel it is suited to your skin type, don't write it off.
Get in touch and let us know more about your skin type and how the product didn’t suit, and we will work with you to get the right product for your skin type – at no cost to you! The Right Product Guarantee applies to Cleansers, Exfoliating Creams, Facial Toning Mists and Face Creams only (excludes Mens Moisturiser). See if you're eligble for the Right Product Guarantee here.

We recommend you check you spam or junk folder for order and shipping confirmation emails as, occasionally, these emails can end there.

All orders need to be placed via our website as this will allow us to make sure that your orders are accurate. However, if you would like help navigating our website for the first time, please contact our customer service team by emailing info@theherbfarm.com.au or by using our Live Chat function.

TECHNICAL/OTHER

Anyone can create a VIP account, either prior to or after ordering. Points will then be allocated for each purchase that follows and these will unlock different VIP rewards over time. For more information, head to our VIP page.

If you've logged in to your account before but forgotten your password, you can choose to reset your password and a link to create a new password will be sent to you. If you have never created an account before, send us an email and we will send you an invite to activate your account.