Do you use herbs grown in The Herb Farm garden in your products?
Are your products certified organic?
Our products are not certified organic. However, some of the ingredients we use 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 you 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.
How do you ensure your products are 100% natural?
We go to great lengths to ensure any raw materials used in our products that we source from suppliers are natural and pure. Before accepting any new raw material, we have an extensive investigation and documentation process to confirm what we are buying is natural, will not change in quality and supply, and has not been tested on animals.
Do you test on animals?
Absolutely not. We will never test on animals and are strongly opposed to any sort of testing or cruelty to animals. We love animals and support several animal charities. We are accredited as a Preferred Brand with the Cruelty Free Organisation. We also ensure all raw materials that we source externally have not been tested on animals. Our products are natural and safe, and we test them directly on people!
What’s the correct order to apply your skincare products?
We recommend the following order when completing your skincare routine (and for more information, please visit our Using our skincare page:
- Exfoliating cream 1 – 2 times per week
- Facial toning mist
- Revitalising face mask 1 – 2 times per week
- Facial serum
- Face oil
- Face cream
- Hydrating overnight mask evening 1 – 2 times per week or when needed
- Eye cream
What’s the best product to use for eczema?
Our Soothe & Repair Cream has been carefully formulated to help relieve dry, itchy skin conditions such as eczema, and has over 50 five-star reviews. This richly therapeutic cream is suitable for all family members, including babies.
What are the best products for Rosacea?
We recommend our Nourish & Glow Skincare Range for soothing rosacea. The triggers or causes of rosacea does vary from person to person so we always recommend patch testing first.
How do I use your Echinacea tincture?
The does for our Echinacea Tincture is 6 drops in a little water, in a drink, or taken straight in the mouth. If you are coming down with a heavy cold or flu, take at half or hourly intervals. As you begin to feel better, extend out the treatments until your immune system no longer needs the help. Only take Echinacea long-term if you have a chronic illness, which means your immune system is suppressed. For children, the Echinacea tincture can be added to juice - 3 drops to 2 tsp of juice.
ORDERS & RETURNS
Where’s my order?
Your order should be processed within 3 working days. You will receive an email with tracking information when it has been dispatched. Please wait a week for your parcel to arrive before contacting us - thereafter we will be happy to follow up with the courier on your parcel's whereabouts.
Can I return my items?
Your satisfaction is important to us, if you have a concern about the quality of your product please use the Contact Us page to message 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 ask 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).
What’s the Right Product Guarantee?
If you purchase The Herb Farm skincare product/s and don’t feel it is suited to your skin type, let us know and we’ll work with you to identify another product from our skincare range that will be right for you, at no cost to you.
The Right Product Guarantee applies to Cleansers, Exfoliating Creams, Facial Toning Mists and Face Creams only (excludes Men’s Moisturiser). Find out more on our Right Product Guarantee page.
Can I place a phone order?
All orders need to be placed via our website as this allows us to ensure the accuracy of your order. However, if you would like help navigating our website for the first time, please contact our customer service team at firstname.lastname@example.org or by using our Live Chat function.
Do you sell herb plants?
We sell a very small range of herbs, which vary with the seasons. We recommend calling our retail shop (+64 6 3268633) to check what our current herb plant range is.
Do you run workshops for individuals?
The minimum number of people we require per workshop is 10, however you can book with less people and pay for the minimum of 10. We do run workshops and seminars throughout the year for individuals – keep an eye on our Upcoming Events page to see what’s planned for the next few months.
Can I use a gift voucher in the café?
Yes you can! Our gift vouchers can be used online, in our retail shop, and in our café.
How does the VIP program work?
Anyone can create a VIP account, either prior to or after ordering. Points will then be allocated for each purchase you make and as your points add up, these will unlock different VIP rewards over time. For more information, head to our VIP page.
Can I place an order for a friend?
Of course! If you wish, you can also add a short message that we will send with the order – just let us know what you’d like to say in the Comments section when you check out. If the order is a gift, also let us know in the comments and we’ll do what we can to make it look pretty.
I can’t log into my VIP account.
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.