Good to Know. Surf Coast Botanicals

01. Frequently Asked Questions

FAQs

The questions we get asked most often. If yours isn't here, email us. Christyaan responds personally.

Yes, all Surf Coast Botanicals products are formulated with sensitive skin in mind. We use gentle, naturally-derived ingredients like roman chamomile, aloe vera, and rose water that are known for their calming properties. That said, everyone's skin is different, so we always recommend patch-testing a new product on a small area before full use. If you have a skin condition, or you're pregnant or breastfeeding, please consult your doctor before use.

No. We don't test on animals, and we choose suppliers who share that commitment.

Yes. Every ingredient we use is either naturally derived or, where applicable, minimally processed, think cold-pressed oils, steam-distilled essential oils, and botanical extracts. We don't use synthetic fragrances, artificial colours, or lab-created chemicals. 'Natural' for us means you can read the label and recognise what's in it.

No synthetic ones, ever. The only emulsifier we use is a natural olive emulsifying wax, and for preservation we keep things equally clean: rosemary antioxidant CO2 to extend shelf life, and a small amount of organic vodka in The Mist. That's it. No hidden nasties, no lab-created chemicals. Because we don't use synthetic emulsifiers, we do recommend giving your liquid products a good shake before use to keep everything nicely combined.

Most of the range carries a 12-month shelf life from manufacture. Two products are made fresh to order in short batches: The Mist and The Dream. Both carry a 2-month shelf life and are shipped within 3 days of being made, so you receive them with as much of that window as possible. Every unit is date-marked at manufacture. Store everything in a cool spot away from direct sunlight, and refrigerate The Mist after opening, our amber bottles help block UV, but a little extra care goes a long way.

A cool, dry place out of direct sunlight, with lids firmly closed between uses. Some natural formulations can change colour or consistency slightly over time, that's completely normal and doesn't affect performance.

Some of our products are perfectly fine during pregnancy, but most contain essential oils of varying types and quantities, and there is some contention around the use of castor oil in larger amounts during pregnancy too. As with anything during this time, we'd encourage you to do your own research and consult a healthcare professional if you're unsure. We're always happy to answer ingredient questions directly if that helps.

Absolutely. You can use the full range together, mix and match what suits your needs, or simply pick one product that sounds amazing and work it into what you're already doing. There's no wrong way. And if you're ever unsure what will work best for you and your skin type, I'm always just an email away.

Yes, and it's a fair question to ask. The tallow we use in The Butter is ethically sourced from grass-fed cattle, with animal welfare and traceability front of mind. We chose to include it because it's one of the most deeply nourishing, skin-compatible fats in nature, and we'd rather be honest about that than hide it behind an ingredient name.

We aim to dispatch quickly so the window is small, but email us at hello@surfcoastbotanicals.com.au as soon as you can and we'll do our best. Once an order has been dispatched it can't be cancelled.

Visa and Mastercard through Stripe, our secure payment processor. Afterpay is also available at checkout for 4 interest-free payments. Prices are in AUD.

Please reach out to us directly. Christyaan responds personally to every message. If you experience an unexpected reaction, stop using the product and consult a healthcare provider. Transparency about our ingredients matters deeply to us, so no question is too small.

02. Shipping

Shipping Policy

Last updated: 17 June 2026

Where do we ship?

We currently ship within Australia only, to all states and territories, including PO Boxes and Australia Post Parcel Lockers. International shipping isn't available yet. Email us if you'd like to be notified when it is.

All orders are made up and dispatched from the Surf Coast, Victoria.

How much does shipping cost?

Standard shipping is a $12 flat rate Australia-wide, and free on orders over $95. Shipping costs are shown at checkout before you confirm payment. Prices are in AUD.

How long does dispatch take?

Orders are dispatched within 1–3 business days of payment. Orders placed on weekends or public holidays are processed the next business day. Tracking arrives by email as soon as your parcel is on its way.

Estimated delivery times

We ship via Australia Post Standard Parcel Post. Estimated delivery times after dispatch:

Destination	Estimated transit
Surf Coast & Geelong region	2–3 business days
Melbourne metro	3–5 business days
Victoria (regional)	3–6 business days
Sydney, Brisbane, Adelaide, Canberra metro	4–7 business days
Perth, Darwin, Hobart metro	6–9 business days
Regional and remote areas	7–12+ business days

These are Australia Post estimates rather than guarantees, delays can happen during peak periods.

My tracking says delivered but I can't find my parcel

First, check around your property and with any neighbours or housemates. If you still can't find it, contact Australia Post with your tracking number and let us know at hello@surfcoastbotanicals.com.au, we'll help you lodge an enquiry. Australia Post generally considers a parcel lost about 10 business days after the expected delivery date, and once that's confirmed we'll arrange a replacement or refund.

My order arrived damaged

Take photos of the outer packaging and the affected product before unpacking further, then email us at hello@surfcoastbotanicals.com.au within 7 days of delivery with your order number and photos. We'll arrange a replacement or refund at no cost to you.

03. Returns & Refunds

Returns & Refunds Policy

Last updated: 17 June 2026

At Surf Coast Botanicals, we want you to love every product you buy from us. Because our products are skincare, used directly on the body, we do not offer returns or refunds for change of mind. Please choose carefully, and read the product page and ingredient list before you order. If you're not sure which product is right for you, email us before you buy and we will happily help.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL).

Your rights under the Australian Consumer Law

Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if it fails to be of acceptable quality and the failure does not amount to a major failure.

A product has a major problem when it:

has a problem that would have stopped you buying it if you'd known about it
is unsafe
is significantly different from the sample or description
doesn't do what we said it would, or what you asked for, and can't easily be fixed.

When we will provide a refund, replacement or repair

We will provide a remedy if the product is faulty, damaged or defective on arrival, does not match the description, is not of acceptable quality, or has a safety issue.

Type of problem	Your remedy
Major failure	Your choice: refund, replacement, or keep the product and seek compensation
Minor failure	We will repair, replace or refund within a reasonable time (our choice)

We will cover any reasonable postage costs incurred in returning a product covered by the consumer guarantees.

Change of mind

We do not offer refunds, exchanges or store credits for change of mind, this includes if you changed your mind, found it cheaper elsewhere, or ordered the wrong variant. Skincare is a personal-care item and, once it has left us, we cannot resell it for hygiene and safety reasons.

If you're unsure which product is right for you, please reach out before you order, we are happy to help.

How to request a refund, replacement or repair

Email hello@surfcoastbotanicals.com.au within a reasonable time of discovering the problem.
Include your order number, product name, description of the issue, and clear photos.
We'll respond within 2 business days with next steps.
Once assessed, we'll advise on the outcome within 5 business days.
Approved refunds are returned to your original payment method, usually within 5–10 business days.

04. Privacy

Privacy Policy

Last updated: 17 June 2026

Surf Coast Botanicals respects your privacy. This policy explains how we collect, use, hold, disclose and protect your personal information, and how you can access or correct it. We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

1. What personal information we collect

We collect information that is reasonably necessary for our business, including:

Identity and contact details, name, email address, phone number, delivery and billing addresses
Order information, products purchased, order history
Payment information, we do not store full card details; payments are processed by Stripe and we receive only limited transaction data
Marketing preferences, whether you have opted in to receive emails
Communications, emails, messages, reviews, customer-service enquiries
Technical and usage data. IP address, device and browser type, pages viewed, cookies

We do not knowingly collect personal information from anyone under 18.

2. How we use your information

We use your personal information to process and fulfill orders, provide customer service, send transactional emails, send marketing communications (where you have opted in), improve our products and services, prevent fraud, and comply with legal obligations. We will only use your information for the purpose we collected it, or another purpose with your consent or as permitted by law.

3. Who we share your information with

We may share your information with: our e-commerce and hosting platform; Stripe (payment processing); Afterpay (where chosen as your payment method); Australia Post (order delivery); our email platform; Meta/Instagram (advertising analytics); and professional advisers or regulators where required by law. We do not sell your personal information.

4. Cookies and tracking

Our site uses cookies to keep you logged in, remember your cart, understand site usage, and measure advertising performance. You can disable cookies in your browser settings, though some parts of the site may not work as intended.

5. How we protect your information

We use secure (HTTPS) connections, access controls, and reputable third-party providers. No method of transmission or storage is completely secure. If we become aware of an eligible data breach, we will notify affected individuals and the OAIC as required.

6. Accessing, correcting or deleting your information

You have the right to access, correct, or request deletion of the personal information we hold about you (subject to legal obligations). Email us at hello@surfcoastbotanicals.com.au and we will respond within 30 days.

7. Complaints

If you believe we have mishandled your personal information, please contact us first. If you are not satisfied, you can lodge a complaint with the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au or on 1300 363 992.

8. Direct marketing

We only send marketing communications where you have opted in. Every email includes a clear unsubscribe option. You can email us at any time to opt out.

05. Legal

Terms & Conditions

Last updated: 17 June 2026

These Terms & Conditions govern your use of the Surf Coast Botanicals website and any purchases you make from us. By accessing the site or placing an order, you agree to these Terms.

Nothing in these Terms excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL) or any other law that cannot be excluded by agreement.

1. About us

This site is operated by Surf Coast Botanicals, ABN 33 162 507 983, based on the Surf Coast in Victoria, Australia. Contact: hello@surfcoastbotanicals.com.au

2. Eligibility

To purchase from us you must be at least 18 years old (or have parental consent), provide accurate information at checkout, have a valid payment method, and be ordering for personal, non-commercial use.

3. Products and product information

Product images are for illustrative purposes and actual colour, texture or packaging may vary slightly. Ingredient lists and usage instructions are provided in good faith and may be updated. Our products are cosmetics, not medicines, they are not intended to diagnose, treat, cure or prevent any medical condition.

4. Orders and acceptance

A binding contract is formed only when we send you an order confirmation email. We reserve the right to refuse or cancel any order where the product is out of stock, there has been a pricing error, or we suspect fraudulent activity. If we cancel a confirmed order, we will refund you in full.

5. Pricing and payment

All prices are in Australian Dollars (AUD). We are not currently registered for GST, so no GST is charged. Card payments are processed securely by Stripe, we do not see or store your full card details. Where you choose Afterpay, your payment is processed by Afterpay under their own terms.

6. Shipping and delivery

Estimated delivery times are guidelines, not guarantees. Risk of loss or damage passes to you when products are delivered to the address you provided. Full details are in our Shipping Policy above.

7. Returns, refunds and consumer guarantees

Our Returns & Refunds Policy forms part of these Terms. Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

8. Promotions and discount codes

Discount codes are valid only for the period stated and cannot be combined unless specified. They have no cash value and cannot be redeemed for cash. We may cancel or amend a promotion at any time for legitimate reasons.

9. Intellectual property

All content on this site, including text, images, logos, branding, product names and design, is owned by or licensed to Surf Coast Botanicals and is protected by Australian and international intellectual property laws. You may view and print content for your own personal, non-commercial use only.

10. Our liability

To the maximum extent permitted by law, our total liability for any claim is limited to resupplying the product, repairing it, or refunding the price you paid. We are not liable for indirect, incidental or consequential loss. Nothing in this clause limits your rights under the Australian Consumer Law.

11. Governing law

These Terms are governed by the laws of Victoria, Australia. You and we submit to the non-exclusive jurisdiction of the courts of Victoria and the Commonwealth of Australia.

12. Dispute resolution

If you have a concern, please contact us first at hello@surfcoastbotanicals.com.au. If we cannot resolve it informally, you may contact Consumer Affairs Victoria or the ACCC.

13. Changes to these Terms

We may update these Terms from time to time. The "Last updated" date at the top reflects the latest version. Orders placed before a change are governed by the Terms in force at the time of order.

Still have a question?
Christyaan responds personally to every message, usually within two business days.

Email us