FAQ

Like many people around the world, we are concerned for the future of the Amazon Rainforest. A large motivation behind our business is to be part of the solution to long term environmental sustainability. The Amazon region is home to 30 million people in Brazil alone, and our goal is to help the local communities, many of which are very poor, shift their economies away from deforestation intensive industries, such as cattle ranching, to the sustainable harvesting like we use to source our ingredients.

We do not, and never will, test our products on animals, nor use any ingredients that involve harm to animals in their production. None of our products have been tested on animals at any stage of the development process. We have never conducted nor engaged a third party to run animal testing on any of our products.

Our bottles are made of Polyethylene Terephthalate (PET) which is a highly recyclable plastic resin and a form of polyester. These types of thermoplastics, such as PET, are generally easy to recycle because the polymer chain breaks down at relatively low temperatures.

Our delivery boxes, inserts, tissue paper and packaging slips are all recyclable and should be disposed of in your recycling bin along with our bottles.

Our philosophy is to minimize the packaging footprint across all our operations and only use packaging which ensures that the end product reaches our customer without damage. This reduces our costs, which helps to keep our prices competitive, and reduces waste and the associated environmental impacts.

We continue to monitor global advancements in sustainable packaging methods and are committed to implementing improvements in accordance with industry best practice.

We are proudly Australian owned and all of our products are manufactured in Australia to ensure compliance with Australia's strict safety and regulatory standards. By manufacturing in Australia we are able to support local industry and assure our products meet the highest quality standards.

Like nearly all cosmetics, it is recommended that you keep your Kaora product in a cool place, under 30°C and away from direct light for extended periods of time. Our products are packaged in amber bottles to further aid their longevity.

The label on every Kaora product displays a jar icon, near the batch number, which indicates how many months your product will be at its best once open. For example, 12 M means one year or 12 months from the date of opening. The recommended shelf life of any Kaora product is 3 years.

No. Our exfoliating body washes use rice particles, a natural exfoliating ingredient manufactured from the rice seeds to gently remove dead surface skin cells. The texture of the rice particles effectively exfoliate without irritating the skin, leaving it cleansed to better absorb hydration.

"Alcohol" is a large and diverse family of chemicals, with different names and a variety of effects on the skin. This can lead to some confusion among consumers when they check the ingredients listing on cosmetic labels to determine alcohol content. Usually, in cosmetic labelling, the term "alcohol," used by itself, refers to ethyl alcohol. Cosmetic products, including those labeled "alcohol free," may contain other alcohols, such as cetyl, stearyl, cetearyl, or lanolin alcohol. These are known as fatty alcohols, and their effects on the hair and skin are beneficial while those of ethyl alcohol are known for drying out the hair or skin. We do not use Ethyl Alcohol in any of our formulations and we clearly list each and every ingredient as per their INCI name (International Nomenclature of Cosmetics Ingredients).

Acrylates Copolymer is a general term for copolymers of two or more monomers consisting of acrylic acid, methacrylic acid or one of their simple esters. We do not use any type of acrylates copolymer in our formulations.

The fruit extracts used in our formulations are rich in vitamins and flavonoids which not only have a hydrating and nourishing effect on the skin but also provide an antioxidant defence against free radicals. Free radicals are unstable molecules that are in search of an extra electron from other molecules in the body in order to become whole again. When these electrons are "stolen", it causes direct damage to our skin's DNA which results in accelerated skin ageing. These vitamins, present in our formulations, when applied direct to the skin help to fight the action of the free radicals and leave the skin feeling soft and hydrated.

Our products are designed to be gentle on the skin. However, if you have sensitive skin then it is always good practice when trying any new product to use a small amount on your wrists, behind your ears or behind your knees and wait for a period of 24h. If you find there is no reaction then repeat the process and wait for another period of 24h. If neither of these tests results in an adverse reaction then slowly increase the amount of product used each day until your normal amount is reached. If your skin reacts at any point, we recommend you cease application immediately and seek advice from a dermatologist.

Although rare, cosmetic ingredients approved under Australian regulations, can cause skin irritation or an allergic reaction. This can happen to anyone at any age. Symptoms can start right after you use something new or even after years of using the same product without any problems. In the unlikely event that you experience any type of adverse reaction to any Kaora product please discontinue use immediately, consult with your medical practitioner and contact us.

During this special time of your life, many women prefer to use products that have less botanically enriched ingredients and are specifically free of retinoids, parabens and formaldehyde. Our products do not contain any retinoids, parabens or formaldehyde in their formulations and pose no known risk to the health of babies and their mothers.

Our recommendation is that you seek medical advice if you have any concerns regarding your particular circumstances.

Shipping is free when the total cart value is $45 or more (after any discount/promotion code has been applied) and $9.95 when total cart value is less than $45.

Please refer to our Shipping Policy. for details

Unfortunately, Kaora cannot deliver to the following places:

Post Offices, PO Boxes or Parcel Lockers
Auction houses
Malls or shopping centres
Furniture and retail stores
Hospitals
Military bases
Airports

Please refer to our Shipping Policy.

Your order is normally dispatched from our warehouse within 1 business day and usually no later than 3 business days.

Please refer to our Shipping Policy.

After your order is dispatched from our warehouse (i.e. in possession of our shipping partner), delivery to your required destination in Australia is estimated to be as follows:

Melbourne: 1 - 3 business days
Adelaide / Sydney: 2 - 5 business days
Canberra / Brisbane: 3 - 6 business days
Hobart: 3 - 8 business days
Perth: 6 - 9 business days

Delivery to remote locations can take longer as it may require a different shipping partner to our preferred partner.

Please note that we are unable to offer refunds or returns if delivery takes long than the above estimates. If you would like to provide any feedback on the performance of our delivery partners then please let us know as we are constantly assessing their performance to ensure that we only engage the best available.

Please refer to our Shipping Policy.

You will receive a tracking reference by email once your order has been dispatched. Tracking updates will then be available through the associated shipping partner (e.g. Sendle, Australia Post)

Please contact us if you wish to cancel or amend your order. Although we cannot guarantee this will be possible, we will do our best to attend to any customer’s request as long as the orders have not yet been dispatched.

Please refer to our Shipping Policy.

Kaora offers refunds for all products returned within 30 days of purchase, in their unopened and original condition. If you would like to return an item, please contact us.

Please refer to our Returns & Refunds policy.

Should an item be delivered in a damaged condition then we will give you with a full refund provided:

1. The damaged goods are returned. You will be responsible for repacking the goods ready for pick up. We will arrange for pickup and pay shipping charges for the return of goods to us.
2. Photographs are taken prior to the package being opened which clearly show the external delivery damage. These photos allow us to pursue reimbursement from, and feedback for, our shipping partner.
3. All claims for shipping damage must be reported within 72 hours along with the provision of the aforementioned photos and any other evidence that may assist with us with your claim.

Please refer to our Shipping Policy.

Our web platform is PCI level 1 compliant for credit card processing which means that it adheres to the highest standards of server compliance. It has the highest standards in the world on payment processing. Our website is encrypted with Secure Sockets Layer (SSL) certificates to ensure that data packets such as your credit card information are sent through the Internet in a safe manner. It also has an excellent fraud prevention system to flag potentially fraudulent orders so that they can manually be reviewed before processing.

Afterpay is a third-party payment provider that allows you to pay for your goods in four fortnightly interest-free instalments. Conditions apply.

At checkout you will need to select Afterpay as the payment method.
Once you click on "Complete order", you will be redirected to the Afterpay website to create an account, if you don't have one already, and complete your payment.

Unfortunately, you can only choose one payment method.

The total amount of your order cannot exceed $1,500 AUD.

Please refer to Afterpay's Terms and Conditions at their website: https://www.afterpay.com

You'll pay your first instalment at the time of purchase, and the remainder every fortnight.

Please refer to Afterpay's Terms and Conditions at their website: https://www.afterpay.com

Late fees may apply.

Please refer to Afterpay's Terms and Conditions at their website: https://www.afterpay.com

Dispatch times are the same for all payment methods.

Returns policy is the same for all payment methods.

Please refer to our Returns and Refunds policy.

You will be the first to know about any promotions we are running and receive exclusive offers and discounts. If you have purchased from us previously you will also receive the advance access to new products. What you won't get is spammed!

When you sign up to our newsletter we send you an email requesting that you verify your email address. This step is necessary as it:

1. allows you to confirm that you have entered your email address correctly, and

2. ensures that others do not sign you up to our newsletter without your consent.

No, it is possible to check out as a guest. However, we encourage you to create an account with us so you can access many benefits such as order history, promotions and exclusive offers.

You can reset your password by clicking on 'Forgot my password' in the login section.

Please email us at marketing@kaora.com.au.

Absolutely. We think our products make wonderful gifts. Please see our gorgeous wrapping paper designs.

Yes, once you have purchased a gift wrapping product, you will be allowed to include a gift message printed on a A6 250gsm card that will be included inside the box.

Refer Gift Wrapping.