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Frequently Asked Questions

Online ordering

What payment options do you accept?

We accept American Express, Apple Pay, Google Pay, JCB, Mastercard, PayPal, Shop Pay, Visa.

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

Providing you with a safe and secure shopping experience is of the utmost importance to us. We use the Shopify Payments gateway to process online orders. This one-stop payments solution is fast, complies with Payment Card Industry (PCI) standards, and has 3D secure checkouts - this means we can keep our customers’ payment information safe and secure.

Please refer to our Terms of Service and Privacy Policy for more information.

Will my personal information be kept private?

Yes. At Matakana Skincare, we respect your right to privacy, and will never sell your information to a third party. Please read our Privacy Policy to learn how your personal information is collected, used, and shared when you visit our website.

Shipping & Delivery

Where do you ship from?

All orders are shipped from our Waipu studio, which is located in the Northland region of New Zealand.

Can I track the delivery of my order?

Yes. Following confirmation that your order has been dispatched, you will receive an email with a tracking number and a link which you can click for up-to-date tracking information.

Can you ship to P.O. Boxes?

Yes, we can ship to P.O. Boxes.

Do you offer free shipping?

Yes. We offer free shipping for all orders over $100 to New Zealand customers, and for all orders over $150 to Australian customers.

Which countries do you ship to?

We currently ship to New Zealand and Australia. However, we are working on shipping options for other countries, so keep an eye out for updates.


Product information

Where are your products made?

Our products are made in-house by us from our Waipu studio, in the beautiful Northland region of New Zealand.

Where do you source your ingredients?

We source the purest ingredients from New Zealand and Australia where possible. Other high-quality ingredients are sourced from around the globe.

What are your main criteria for ingredient selection?

We adhere to the criteria set out by Natrue, the International Natural and Organic Cosmetics Association, to guide our ingredient selections. Primarily, all of our ingredients can be found in nature and must be classified as one of the following:

1. Natural ingredient: Obtained by physical processes, or processes that use natural enzymes or microorganisms.
2. Derived natural ingredient: Obtained from natural ingredients, and involving chemical processes.
3. Nature-identical ingredient: Limited to pigments, minerals and preservatives. These are ingredients that are found in nature but, because they are either impractical or impossible to extract directly from nature, are reproduced in a lab. They are identical to their counterparts in nature at a molecular level.

What ingredients do you avoid using in your products?

Matakana Skincare products are free of parabens, sulphates, phthalates, glycols, silicones, synthetic fillers, mineral oils, GMOs, phenoxyethanol, artificial colours, artificial fragrances.

Do you use organic ingredients in your products?

Where possible we aim to use certified organic ingredients in our formulations. We don’t limit ourselves to just organic ingredients however, as there are many wonderful natural and wild-harvested ingredients we love to use also.

What is the shelf life of your products?

Our products have a best before date of 2 years from date of manufacture. Once opened, the product should be used within 6 months.

We recommend storing the products upright in a cool, dry place out of direct sunlight, to maintain freshness and protect the products’ shelf life.

Can I have an allergic reaction using Matakana Skincare products?

Safety of our formulas is paramount, but it is possible that an adverse reaction could occur following use. Allergies can be caused by a wide range of ingredients, and will vary from person to person. Please remember to read our labels and ingredient lists carefully and follow the appropriate directions for use.

We always recommend patch testing before first use. Should an adverse reaction occur after use of one of our products, please discontinue use and seek advice from your doctor.

Are your products tested on animals?

Matakana Skincare products are cruelty-free and we never test on animals, only real people.

Are your products suitable for pregnant and breastfeeding women?

Absolutely. Our product range is considered safe for use during pregnancy and breastfeeding. We do recommend patch testing before first use. If you are still unsure, please consult with your doctor.

How do I patch test?

We always recommend that you patch test prior to using any new products. This is done by applying a small amount of product to a patch of skin, such as on the inner arm near your elbow. You can use a plaster to keep this in place. Apply the product twice a day for at least four days to ensure no delayed reaction occurs before introducing it onto your face.

Are your products suitable for vegans?

Some of our products contain honey or beeswax which are considered animal by-products, so are therefore not vegan friendly.

Are your products palm oil free?

While our products do not contain palm oil, a number of our products contain ingredients which are derived from palm oil. We source these ingredients from raw material suppliers who are members of the Roundtable of Sustainable Palm Oil (RSPO) and have committed to using RSPO certified sustainable palm oil.

Why is the scent and colour of my product different from the last product I purchased?

This is quite normal and is a reflection of the natural ingredients that we use. These ingredients may differ based on seasonal variances and the region from which they are harvested for example. As a result, the product may vary in colour, texture and fragrance from batch to batch. This does not impact the quality or efficacy of the product in any way.

Do you use preservatives in your products?

Yes. All of our water-based products require a preservative to protect against microorganisms (e.g., bacteria, fungi, yeasts) for product, and human safety. We use preservatives which are COSMOS and ECOCERT compliant for use in natural cosmetic formulations.

Can I use Matakana Skincare products if I have a wheat, nut or soy allergy?

Some of our products may contain ingredients derived from wheat, nuts, or soy. We provide a full list of ingredients on our website and packaging so please check these carefully if you have any allergies.
We always recommend patch testing before first use. Should you have an adverse reaction after use of one of our products, please discontinue use and seek advice from your doctor.

Are your products gluten free?

Our products have not been formulated to be gluten free, and some do contain wheat-derived ingredients, such as wheat germ oil. The refining process during manufacture of these ingredients should remove gluten proteins in theory, but we cannot guarantee that our products will be gluten free.

We recommend patch testing before first use. Should you have an adverse reaction after use of one of our products, please discontinue use and seek advice from your doctor.

Do you use honey or beeswax in your products?

Yes. Some of our products do contain sustainably produced honey and beeswax.

What perfumes and fragrances do you use in your products?

We use only natural essential oils and extracts. No synthetic fragrances are used in our products.

Have a question we haven’t covered here?

Please contact us.

Packaging

Does Matakana Skincare offer refills?

We do not currently offer refills. There is a risk of used packaging becoming contaminated, in which case it could compromise the safety of any refill product. A refill option is however something we would consider offering in the future if we can find a workable solution.

Is Matakana Skincare’s packaging recyclable?

As part of our commitment to sustainability, all of our packaging is recyclable or biodegradable. Hard-to-recycle packaging components can be sent back to us through our recycling program, for us to collate and send on to a specialist recycler. Our glass bottles and jars can also be repurposed and upcycled as an alternative option.

What is miron glass or violet glass?

Miron glass, also known as violet glass or biophotonic glass, is a luxury glass which blocks the complete spectrum of visible light except for non-threatening violet light. It has the unique ability to enhance and preserve the ingredients contained within.

Miron glass provides superior protection compared with amber, blue, green, and clear glass, and is perfect for preserving the potency of our delicate bioactive ingredients.

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