Frequently asked questions about The Physic Garden, our Products, Shipping and more.
Are all your products Handmade?
Yes! Every single one of our products is handmade in small batches by us, in our studio in Melbourne, Australia. We start by preparing our organic herbal oils from scratch, making our own infusions. We never purchase pre-made infusions because we want to ensure the best quality herbs and oils are used.
Due to the varying nature of natural ingredients based on the season, each batch may vary slightly in scent, colour & texture. Sometimes you will find tiny pieces of herb which have made their way into your pot - just a reminder that we use real ingredients in our products!
How should I store my product?
We don't use any synthetic preservatives in our products to keep them as close to nature as possible. This does mean they need extra special care to ensure you can enjoy maximum shelf-life, and minimise any bacterial contamination.
All our products are best stored in a cool, dark spot. They are temperature sensitive and should be stored below the temperature recommended on the label as they will begin to melt in warm weather. If you live in a place with warm temperatures, we recommend storing our products in the fridge. If at some point your products do melt, just stir and pop them in the freezer where they will re-set.
We also recommend using clean, dry hands to dispense balms and deodorants, or alternatively a spatula can be handy too.
Why is my balm grainy?
We use Shea Butter because it is a magical ingredient for skin, nourishing & moisturising, anti-inflammatory and naturally high in vitamin E. As a natural vegetable butter, it is sensitive to temperature variation. If the product has been heated in transit or storage, some of the fatty acids can separate and cause graininess. This does not effect the quality or the effectiveness of the product, and it is still perfectly safe to use. It will melt with contact on skin. However, if you wish to make it smooth again, you can re-heat balms in a microwave or double boiler until just melted, then pour back in jar and re-set in the freezer and they will be smooth again.
Are your products Palm Oil-Free?
Yes! We don't use palm oil in any of our products or production process. We take care to ensure all the ingredients we source are done so ethically, and also have accreditation from Choose Cruelty-Free Australia and the Vegan Society.
What type of materials are your products packaged with?
All our jars and bottles are made from glass, and we use aluminium caps which are both re-usable and recyclable. The caps do have foam inserts to ensure they seal properly, however we are currently working with manufacturers to develop a completely plastic-free solution for the packaging of our balms and deodorants.
How long will my order take to arrive?
Shipping times will vary depending on your location. When you place an order, you will receive a tracking number which will allow you to track your delivery. You can expect your delivery within 3-5 business days (often much less) if you live within Metro areas of Australia. Regional locations can vary.
If you would like a more specific indication of your order's ETA, please email us at firstname.lastname@example.org.
What's the difference between selecting "Authority to Leave" or "Signature on Delivery" for my parcel?
If you select "Authority to Leave" for your parcel, the parcel will be left at your supplied address, even if no-one is home. If you select this option, please be sure that it is safe to leave the parcel unattended, as if the parcel goes missing once delivered, a refund will not be possible.
If you do not wish for your parcel to be left unattended at your property, please select "Signature on Delivery", and the parcel will be either re-delivered at another time or left at a secure local pick-up-point.
Do you ship Internationally?
We don't ship Internationally, however our stockist, Flora & Fauna do, so please visit them here - floraandfauna.com.au.
Do you sell wholesale?
Yes we do. Please fill in the Wholesale Application Form and we will be in touch shortly.