FREQUENTLY ASKED QUESTIONS: However, please don't hesitate to contact us!
How long will it take for me to receive my order?
New Zealand customers: Depending on where you live, your order by our contracted courier (Fastway Couriers) should take around 2 business days to reach you once it is despatched. If you do not receive your order within 4 days, please do not hesitate to contact us at email@example.com. Depending on how busy we are, we may not despatch your order on the same day you order – please be patient. We are a family business and our products are carefully handcrafted in small batches with the freshest and finest ingredients possible.
Overseas customers: You will receive your order through New Zealand Post, International Air. Once despatched you should receive your package between 5 and 14 working days depending on the country you live in. Sometimes due to circumstances out of our control, mail will take a little longer than this. If you have questions about your order, please do not hesitate to contact us at firstname.lastname@example.org.
What countries do you ship to?
If you live in any of the following countries, then you can order from us: New Zealand, Australia, China, Hong Kong, Japan, South Korea, Philippines, Singapore, Vietnam, Chile, South Africa, Europe & North America.
Why should I choose Flora Organics for my skin care products?
We don't skimp on the cost or quality of our ingredients and are committed to providing a high percentage of ingredients sourced from organic farming. We believe in the principle of organic farming and by buying our products, you are supporting organic farmers around the world. The vast majority of commercially made cosmetics have only up to 10% active ingredients whereas our products have between 98% to 100% active ingredients. We do not hide anything from you - we list ALL the ingredients contained in our products. Our preservative and emulsifiers are Ecocert approved which means they are safe both for your body and for the environment. All our creams have raw Shea Butter sourced from Ghana as their base, making them of an exceptionally high standard. Our raw (unrefined) Shea Butter is grown organically by villagers who receive a fair price for their labours. Please read further about our Shea Butter on the ingredient page. We are very confident that you will feel and see the difference in your skin using Flora Organics products.
Why Manuka Honey?
Manuka honey is world renowned for its exceptional anti-oxidant and healing benefits for skin. It effectively prevents damage by free radicals, helps maintain collagen structures in the skin and promotes the repair of skin cell damage. It is quite simply an amazing skin food, provided to us from nature. The Manuka honey we use is raw, non-pasteurised and certified organic. To meet the certified organic qualification requirements, honey has to be taken from hives that are located at least 3 km away from any intensive farming. In addition, no harmful chemicals can be present and hives are required to be constructed from environmentally friendly materials. Manuka honey can only be sourced here in New Zealand where it grows wild in undeveloped, unspoiled native bushlands and is considered to be amongst those honeys which are the purest in the world.
Won't honey leave a sticky feel on my skin?
Manuka honey is incorporated into our creams in such a way that you will only feel a smooth velvety cream flowing onto your skin, much like other exceptional natural creams.
How effective is your Framboise face cream and body butter for sun protection?
We haven't had our Framboise range clinically tested for its exact SPF. We do not advise relying purely on these products for intense sun exposure. Instead we recommend you use them as a daily help in the fight against sun damage. Our Framboise range contains two botanicals (Raspberry seed oil and White tea extract) which are known for their ability to protect against sun damage. If you are interested in reading about Raspberry seed oil's ability to help against sun damage you can read about research undertaken by the Food Research Program in Canada. Raspberry seed oil's sun protective properties is considered to be due to it being the richest source of ellagic acid. Research has revealed that in human skin cells, ellagic acid seems to protect against ultraviolet damage by blocking the production of matrix metalloproteinase enzymes that break down collagen and reduce the expression of ICAM, a molecule involved with inflammation. Studies have also revealed that White tea extract, a significant ingredient in many of our products, also has the ability to protect the skin against sun damage. For this reason, we have made sure to include it in our Framboise range.
I have both oily and dry skin (combination) – which moisturiser should I use?
If your skin is on the dry side but tends to have some oilier areas such as in your t-zone, we recommend that you use Celebration Manuka Honey & Rosehip Day Cream for Normal to Oily skin. This product will still be intensely hydrating and therapeutic for the dry areas of your face while at the same time balancing your natural oils in other areas. For a night cream, our wonderful Eternity Manuka Honey & Rosehip Anti-Age and Repairing Night Cream with Mamaku extract is now formulated to suit all skin types.
Do you have a face cream for sensitive skin?
If you have sensitive skin, our Jubilation Rosehip & Apricot Face Cream for Day & Night will possibly suit you. This cream is suited to oily, normal and dry skin types and does not contain Manuka Honey or any essential oils, both of which some people can be sensitive to.
Is an eye cream really necessary?
Eye creams are different in that they need to be: 1. non-irritating to the eyes with minimal to no fragrance. Our Optimum Manuka Honey & Rosehip Eye Cream is fragrance free – it has no essential oils added. 2. gentle enough for the eye area while providing sufficient moisturisation and nourishment (we use Rosehip, Borage and Apricot Kernel oils for this purpose). 3. able to boost the strength of the delicate tissue, stimulate collagen and smooth fine lines around the eye area (Borage oil and Bilberry extract are particularly effective for this). 4. soothing and anti-inflammatory in order to reduce any puffiness or dark circles (Borage oil and Chamomile extract work together well to achieve this). So if you want the ultimate benefits for the eye area where lines, dryness and puffiness is common, our Optimum Manuka Honey & Rosehip Eye Cream is for you.
If I have a nut allergy, can I use shea butter or coconut oil on my skin?
While research indicates that shea butter (from the seed/nut of the plant) and coconut oil are generally not a problem for people with a nut allergy, cases have been known. Some of our products contain one or more nut oils and this is indicated on the label. Tamanu and Marula oils are also derived from a tree nut. A patch test is recommended for all our products. See our answer to the question “How do I do a patch test for allergy?”
Are your products gluten free?
Yes. If a grain such as corn is used to extract an ingredient, our labels indicate that. A few of our products contain the emulsifier cetearyl alcohol & cetearyl glucoside which can be formulated from wheat. However ours is sourced from coconut.
Are your products Non-GMO?
Yes. We are very careful not to select any GMO ingredients.
How do I do a patch test for allergy?
With any botanical-based product, a patch test is very important, especially for people who have sensitive skin or are prone to allergies. To test for allergy, rub a small amount of the product into your skin on the inside of your elbow or wrist. Do not clean the area while you wait for any reaction. If after 24 hours, there are no signs of reaction it is probably safe to use. Typical signs will include redness, a rash, any form of breakouts on the skin, itchiness, pain, flaking or even in some cases, nausea or a respiratory reaction. If any reaction occurs, wash the area you applied the product with mild soap and water. If you are particularly prone to allergic reactions, it is recommended that you continue testing for four days.
How do I do a patch test to see if a product might encourage break-outs?
If you want to know if a product may encourage break-outs because you have oily or combination skin, patch test on an area in which this normally occurs, by applying daily for about a week and observe what happens.
Do you have to use a preservative?
All cosmetics, especially natural ones, begin to degrade over a relatively short period of time unless a preservative is used. We use a recommended concentration of an ECOCERT approved preservative. This is made up of an organic acid (dehydroacetic acid) which can be found in the flowers of the solandra secies and benzyl alcohol, a nature-identical chemical found in many fruits, teas and several flower essential oils such as Hyacinth, Jasmine and Ylang Ylang. The combination of these two ingredients is recognised by leading organic and natural certifying groups as being a safe method of preservation that supports a natural and organic philosophy. Some other 'safe' preservatives such as the widely used phenoxyethanol have room for doubts about their safety.
How long will a jar of your face cream last me?
We can't make any promises as it depends on how much you use. We can tell you that the quality of our products is exceptionally high and that because they are so rich, a little bit goes a long way. The 50 mL jars of face cream applied once daily are likely to last you at least 4 months, but more likely 5 to 6 months - which gives you real value for your money. The best way to find out is to try a jar and see how it goes!
How long does it take for your skin lightening creams to work?
All our customers have had very pleasing results! While individual results may vary, you are likely to notice some difference in skin colour and a more even skin tone after approximately 4 to 6 weeks. Significant lightening should be seen after 2 to 3 months - customers report it keeps evening skin tone up to 5 and 6 months. These creams must be used twice a day. Once the desired result is obtained, twice a day applied just to particular problem areas may be desirable in order to deter a return of problem pigmentation. Or, since our products are natural, you can just continue all over your face forever! Our products Eventone (for face) and Bearberry Sensation (for hands) have the optimum level of alpha-arbutin (extracted from the Bearberry plant) added for effective results in skin lightening. Alpha-arbutin is a safe alternative to other harmful chemicals such as hydroquinone. The good news is that it has been clinically proven to be more effective than both hydroquinone based creams as well as kojic acid. Hydroquinone has been banned in all European countries due to concerns about its possible carcinogenic properties. Kojic acid is not advisable for long term use as there are concerns that it can decrease thyroid function and possibly cause other internal changes in the body.
Please explain the reason for citric acid
The citric acid we use is a natural additive obtained from naturally occurring organic acids in fruit through the fermentation of crude sugar. It is commonly used in natural cosmetics to balance the ph level so it is in harmony with the natural acid mantle on the skin. Most of our products do not require the addition of citric acid.
I normally buy an alcohol-free toner. I notice your toner has ethanol – isn't that drying to the skin?
The primary reason that toners have gained such a bad reputation is because many on the market contain up to 60% alcohol. If the alcohol content is kept to a minimum (0% to 5%) this is not enough when combined with other ingredients to have any negative effect on the skin's sebum level. The witch hazel in our Resonance Gentle Toner contributes a very small amount (3.5%) of certified organic ethanol to the product, something which is the result of its natural extraction and preservation process. It acts as a natural preservative to help maintain the benefits of the toner. Some witch hazel products can have up to 60% non-organic alcohol content which is definitely not good for dry skin or any skin. In addition, the absolutely superb benefits of Aloe vera juice and Damask rose hydrosol ensure that your skin will feel superbly hydrated.
What are the benefits of a toner?
While our Revelation cleanser effectively cleanses your face of makeup, grime and deters bacteria, using Resonance Gentle Toner will take cleansing to a deeper level by ensuring the pores are effectively cleansed of remaining grime or cleansing product. Both Damask Rose hydrosol and Witch hazel contained in our Toner have effective astringent properties resulting in the reduction of the appearance of the size of your skin pores and any broken capillaries. Pohutukawa extract aids this process while Damask Rose hydrosol also has incredible rejuvenating properties. You also get the benefit of other pure plant extracts such as Elderflower (improves complexion), Calendula (healing) and Cucumber (soothing). It also restores ph balance, promotes hydration and allows increased absorption of the beneficial natural ingredients of your face cream.
Aren't toners either for oily or dry skin – how can yours suit both oily and dry skin types?
The main reason that some toners are not suited to drier skins is because of the high alcohol content (up to 60%). Damask Rose hydrosol and Witch Hazel distillate (having a low level of organic ethanol – 3.5%) when combined together in the right proportion are suited both to oily and dry skin types. We have also increased the moisturising capacity significantly by incorporating a generous addition of organic Aloe Vera juice (44.6%). In addition, our toner contains organic plant glycerin, an important humectant that locks in moisture on the surface of the skin while gently tempering oil production of oilier skin types.
How often can I use your toner?
Most dermatologists recommend toning twice a day and those who use a gentle, natural toner such as our Resonance Gentle Toner say that it helps their skin look its best. Because our products contain no harsh artificial ingredients, regular use is fine to leave your skin feeling cleansed, hydrated and refreshed. Only a tiny amount is required for each application. Some people use a makeup pad, others simply use the edge of their face flannel.
I am interested in your organic Rosehip oil and in your Immortelle facial oil. What are their benefits and which one do I use?
While all of our face creams have a significant amount of Rosehip oil, using straight Rosehip oil (30 mL) or Immortelle (60 mL) are excellent treatments for your skin to give your skin an even more intense boost of beneficial natural fatty acids and bio-available nutrients. For best results, we recommend using either of these 2 (for oily skin) to 3 (for dry skin) times a week – just a few drops massaged into your skin before or after applying your moisturiser. While Rosehip oil is superb on its own, Immortelle gives you Rosehip oil plus a broader range of nutrients and beneficial factors that work synergistically together. Plus it has the addition of exquisite pure essential oils to powerfully stimulate cell renewal and regeneration. Only a few drops are required which means this product will last you a very long time indeed.
Won't using straight oil on my skin give me breakouts?
Until recent times, there was a perception that skin care should be 'oil-free' otherwise it would clog pores and cause breakouts. However with natural and organic plant oils, this is very unlikely to happen as long as you don't over do it. Dermatologists are now recommending the use of rejuvenating botanical oil concentrates because they recognise and see the benefits in people's skin. Just a few drops (or very small squirt) patted on the cheeks, forehead and chin with your fingertips after cleansing are all you need. Rosehip oil is exceptionally good for all skin types and readily absorbed. Our product Immortelle is Rosehip oil blended with other beneficial oils in a balance that is well suited to all skin types. If you have very oily skin however, you may need to avoid facial oils.
Are other facial oils that are not plant-derived beneficial?
Many facial oil concentrates (often referred to as 'serums') are silicone based. Silicones are plastic-based polymers that make your skin feel temporarily smoother by forming a plastic film over its surface. Over time, this film may cause your skin to become inflamed, dehydrated and congested. Therefore, we definitely don't recommend them. Using anything natural on your skin is always preferable to chemical based products and the increased smoothness and healthy appearance of your skin you will notice from using them is because your skin is genuinely better moisturised and nourished with all the natural goodness that nature has to offer.
Is your Shea butter certified organic?
Our Fair Trade Shea butter is harvested by villagers in Ghana using purely organic practices (as nature provides without the use of fertilisers or pesticides) in a very pure environment. Unfortunately there is presently no certification process available for this pure, raw product. We do source it from a reliable supplier however and you can be assured that it has not only been organically grown, it is also raw and unrefined, thereby ensuring its maximum therapeutic benefits over any refined variety. The Shea butter we use is of an exceptionally high quality - straight into our mixing pot from the hands of villagers in Ghana. You can't get better than that!
I am a diabetic and need to be careful what I put on my skin. Are your creams suitable for people with diabetes?
You do need to be careful what you put on your skin as sadly, most creams just coat your skin to trap in existing moisture rather than replenishing moisture. Fluctuating glucose levels in your blood mean your skin will tend to have problems with being too dry making it more prone to damage and cracking as well as fungal and bacterial infection, which thrive in tissue exposed to elevated glucose levels. Making sure you drink plenty of water, protecting yourself from the drying elements and hydrating your skin is very important. Our Framboise range is particularly helpful in avoiding moisture loss from the wind and sun. While the medical science standard is to recommend products that contain moisture replenishing ingredients such as UREA, we strongly recommend you try what nature has to offer. Urea compounds are controversial as they are known to release formaldehyde. We use the extraordinary moisturising properties of organic Aloe Vera, organic Manuka Honey, organically grown raw Shea Butter and Pro-vitamin B5 as our primary moisturisers. Our unrefined organic Coconut oil is an extraordinary body moisturiser, having also anti-bacterial and anti-fungal properties. From a dietary point of view, the extremely small amount of honey in one application to the face (approximately .0077 of a gram of honey) will be irrelevant to most people although we do offer our honey-free face cream - 'Jubilation' if you prefer this.
What does Ecocert approved mean?
ECOCERT is the world's leading certification body for organic ingredients and production. By means of the Natural and Organic Cosmetics standards, ECOCERT defines a rigorous requirement level that is superior to the conventional regulation governing cosmetics, thereby guaranteeing the genuine practice of environmental respect throughout the production line, respect for the consumer's safety and the promotion of natural substances of a superior ecological quality. You can be sure that anything ECOCERT approved is both natural and safe for your skin and body. For more information visit www.ecocert.com.
What is your refund policy?
If we send you the wrong product or the product is faulty in some way, we will reimburse you with a full refund. However, if the product corresponds with what you have ordered and is not faulty then unfortunately it is not possible to provide a refund.