Do you offer free shipping?

Yes. We offer free standard shipping on Australian orders over $90 AUD.

How much is shipping within Australia?

Standard Shipping Australia Wide: $10 AUD

How long will my order take?

Each Earth Gentle Naturals product is made in small batches to order. To preserve freshness and quality, please allow up to 2 weeks for your order to be prepared and dispatched. Shipping times are additional.

How long does shipping take?

Delivery times vary depending on your location and carrier delays. As a guide, standard shipping within Australia generally takes 2–6 business days after dispatch.

Do you offer international shipping?

We currently ship within Australia only. If you are located outside Australia and would like to place an order, please contact us before ordering.

Can I change or cancel my order?

If you need to make a change to your order, please contact us as soon as possible at hello@earthgentlenaturals.com.au. Once an order has been processed, packed, or dispatched, changes or cancellations may not be possible.

What if I entered the wrong shipping address?

Please contact us immediately. If your order has not yet been dispatched, we may be able to update it. Orders submitted with an incorrect address by the customer may not be eligible for replacement, refund, or compensation.

What if my parcel is delayed?

If your parcel is delayed beyond the expected timeframe, please contact us and we will do our best to assist. Delivery delays caused by carriers are outside our direct control.

What if my parcel is lost in transit?

If your parcel appears to be missing in transit, please contact us at hello@earthgentlenaturals.com.au. We may need to allow time for the carrier to investigate before confirming next steps. Replacement, credit, or refund decisions will be made after the carrier investigation is completed.

What if my parcel arrives damaged?

If your order arrives damaged, please contact us within 7 days of delivery with your order number and clear photos of the parcel, packaging, and products. Claims submitted without supporting photos or outside this timeframe may not be accepted.

What if my tracking says delivered but I can’t find my parcel?

Please first check around your property, with household members, and with nearby neighbours. If you still cannot locate your parcel, please contact us and we will do our best to assist. Orders marked as delivered by the carrier may require further investigation before any resolution is offered.

Do you offer signature on delivery?

If you would prefer your parcel not to be left unattended, please contact us before ordering. We are not responsible for parcels stolen after delivery where the parcel has been delivered in accordance with the carrier’s tracking confirmation or delivery instructions.

Do you accept returns for change of mind?

Due to the nature of our products, we do not accept returns for change of mind on opened, used, or tested items.

What if there is a problem with my order?

If you believe there is an issue with your order, please contact us at hello@earthgentlenaturals.com.au with your order number and relevant photos where applicable. Any resolution will be assessed based on the product condition, order details, and the information provided.

How are refunds processed?

Where a refund is approved, it will be processed back to the original payment method only. Refunds will not be issued to a different card, bank account, payment platform, or third party.

Do you offer store credit, exchanges, or replacements?

Where appropriate, we may offer a replacement, exchange, or store credit at our discretion depending on the nature of the issue and product availability.

Can you resend or replace an order before a shipping investigation is completed?

No. We are unable to resend, replace, or refund missing order claims until the carrier investigation has been completed.

Can I request a refund if I no longer want my parcel after dispatch?

Once an order has been dispatched, shipping charges are non-refundable. Returns after dispatch are not accepted for change of mind.

Do you respond to requests sent through social media DMs?

For all order changes, delivery issues, and support requests, please contact us by email at hello@earthgentlenaturals.com.au. We may not process order-related requests sent through social media messages.

Can I send an order as a gift to someone else?

Yes. You’re welcome to send an Earth Gentle Naturals order directly to someone else as a gift. Please make sure the recipient’s name, delivery address, and your contact details are entered correctly at checkout.

For security, orders with different billing and shipping details may be reviewed before dispatch. We may contact you to confirm order details if needed. Incorrect or incomplete gift order details may delay dispatch.

If you’d like to include a gift message, please add it at checkout if available or contact us before your order is dispatched.

For security purposes, some orders may be subject to verification before dispatch.

Are your products made in Australia?

Yes. Earth Gentle Naturals products are made in small batches in Sydney, Australia.

Are your products suitable for sensitive skin?

Our products are made with a gentle, botanical approach, however every skin type is different. Please read the ingredient list carefully and patch test before use, especially if you have sensitive skin or known allergies.

Why do Earth Gentle Naturals products have a shorter shelf life?

Earth Gentle Naturals products are made in small batches using botanical ingredients and a minimal formulation approach, without unnecessary fillers or stabilisers. Because of this, we recommend using your products within 4 months for the best freshness and experience.

Can I still use it after 4 months?

We recommend using Earth Gentle Naturals products within 4 months for the best freshness, scent, texture and overall experience. After this time, the product may naturally change in aroma, texture, or performance. If the product looks, smells, or feels different, we do not recommend continued use.

Why does Skin Rescue Balm have a natural scent or slightly lumpy texture?

Skin Rescue Balm is made with unrefined shea butter and other botanical ingredients, which can naturally vary in scent, colour, and texture from batch to batch. This means the balm may sometimes have a richer nutty aroma or a slightly lumpy texture due to natural occurrence. This is normal and does not affect the quality or use of the product. If the balm feels slightly grainy or lumpy, it is still perfectly fine to use. No added fragrance is used in this product.

Does Golden Renewal Facial Oil have a natural scent?

Yes. Golden Renewal Facial Oil has a natural scent from its botanical oils. No added fragrance is used in this product. Natural variations in aroma may occur from batch to batch and do not affect the quality or use of the product.

Why doesn’t Botanical Ritual last like a commercial perfume?

Botanical Ritual is made with plant-based ingredients and natural essential oils, with no synthetic fragrance added. Because of this, the scent is softer, more delicate, and may not last as long as commercial perfumes. It is designed as a gentle, intimate fragrance that can be reapplied throughout the day.

For a longer-lasting scent, you may apply a small amount to clothing collars or sleeves. Please note that, as an oil-based perfume, it may stain fabric, so we do not recommend using it on white or delicate clothing.

How should I store my products?

Store in a cool, dry place away from direct sunlight and heat.

How is my personal information used?

We collect the information needed to process your order, deliver your products, respond to enquiries, and provide customer support. Your personal information is handled with care and is only shared with trusted service providers where necessary to operate our business, such as payment, website, and delivery providers. Please see our Privacy Policy for more information.

What will I receive if I join the mailing list?

You may receive updates from Earth Gentle Naturals, including promotions, special offers, new releases, and seasonal launches. You can unsubscribe at any time.

Will Earth Gentle Naturals ever ask me to send money, refund money to a different account, or share verification codes?

No. We will never ask you to send money to a different account, refund to a different payment method, or share one-time passwords or verification codes. If you receive a message like this, please contact us directly at hello@earthgentlenaturals.com.au.

How can I contact you?

Please email us at hello@earthgentlenaturals.com.au for product questions, order enquiries, or general support.