FAQs

• SHIPPING / PAYMENT

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  How much is shipping and when can I expect my parcel if I placed an order today and live within Australia?

  Australian Orders have the following shipping options:

  SUBTOTAL	DELIVERY OPTION
  $0 - $69	Standard Shipping - $7.90 Express Shipping - $11.90
  $69 - $150	Standard Shipping - Free Express Shipping - $5.00
  Over $150	Standard Shipping - Free Express Shipping - Free

  Orders are dispatched within 5 business day of receiving payment and sent via Australia Post. You can expect your standard order to arrive within 3 to 6 working days. Express orders can be expected to arrive within the times specified by Australia Post for Express Shipping, based on your location.

  I live overseas and want to place an online order. How much will shipping be and how long will it take to arrive?

  To most countries, we pick, pack and dispatch orders within 5 business days by Express Airmail via Airmail and it arrives with 5 to 10 days. Shipping charges start with a low rate and increases depending on how heavy the final order is. To find out your shipping costs, add the items you wish to purchase into your cart and proceed to the checkout. Here you have the option to enter in the country and area code for which the order should be shipped to. Once this information has been entered, you will receive a shipping quote.

  If you are from New Zealand, the UK, US, Malaysia, Ireland or other European countries, we have a local team of passionate MooGoo people with their own website. Please use these websites to order from these countries for the best shipping rates and quickest delivery.

  New Zealand: www.moogoo.nz

  UK: www.moogooskincare.co.uk

  USA: www.moogoousa.com

  Canada: www.moogooskincare.ca

  EU: www.moogooskincare.eu

  Ireland: www.moogoo.ie

  Malaysia: www.moogoo.my

  What payment method do you accept?

  Payment can be made via credit card (Mastercard & Visa), Paypal or Afterpay. Afterpay is only available on purchases over $80.00.

  Do MooGoo online orders come with tracking?

  All orders are tracked, however you will only receive a tracking link if you check out using your account. You won't receive this if you check out as a guest. If you select "Authority to leave", we are not responsible if packages go missing.

  What's your Return Policy?

  MooGoo has a 100% customer satisfaction policy. If you are not satisfied with a product(s) you have purchased online, we will happily organise a refund or exchange. Simply contact via phone or email (info@moogoo.com.au) explaining whether you want a refund or exchange for the product(s) and a reason for the return or exchange. From there we can arrange to have the products return to us. This should be done within 60 days of receipt and the product(s) must be substantially unused. When returning goods, please keep proof of return in the event the parcel goes missing in transit.

  I just placed an order online but I want to cancel it. Is this possible?

  Should the need arise to cancel an order after you've placed it, we’ll do our best to accommodate your request. Order cancellation is a time-sensitive action, so please get in touch us ASAP at info@moogoo.com.au.

  Please note, that once your order moves into the processing stage in our warehouse, we may no longer be able to cancel it. Should this be the case, we can help facilitate a return upon delivery.

  I have a coupon code to use. How do I use it?

  Occasionally, you might come across a coupon code to use on our website to receive a specific offer with your online order. Each code can only be used once per customer, and the offer connected with the code is not available with any other offer (2 codes cannot be applied to the same order). All coupon codes have expiry dates that need to be adhered too without exception. All coupon codes must be applied in the Checkout stage, not in the Shopping Cart. The discount or offer will be reflected in the order subtotal once the code has been applied correctly.

  I have a coupon code to use but it’s not working. What should I do?

  After you input a coupon code in the Checkout stage (cannot be done in the Shopping Cart), if your order total has not changed (in the case of a discount), or you cannot see that the offer has been applied, then the code has not been accepted or applied correctly. If this is the case, please contact us at info@moogoo.com.au or on our live chat before your order is complete so we can help you with this issue.

  Discount Codes are not valid for any value packs, gift sets, bundles, or already discounted products.

  I have a coupon code that I want to use but I couldn’t get it to work so I placed my order anyway. Can I get a refund for the discount amount (or offer) for the code I tried to use?

  If you try to apply a coupon code in the Checkout stage and it does not work, do not go ahead with the purchase as is. Please contact us at info@moogoo.com.au or on our live chat before your order is complete so we can help you with this issue. We will not provide refunds later for a discounted amount or offer if the coupon code is not applied to the order correctly.

  I should have a Bonus Gift in my order but I can’t see it in my Shopping Cart. What should I do?

  Please check the qualifier of the promotion to make sure all conditions have been met. Conditions vary for each promotion. Bonus Gifts are added to the Shopping Cart automatically. If a certain value needs to be reached, this will be based on the subtotal of your order and not the total. Shipping is not included in the dollar amount qualifier. If you also apply a coupon code, please make sure to check that you still qualify for a Bonus Gift offer. For example, if the gift is not showing in your Shopping Cart or has disappeared, it means that conditions haven’t been met or are no longer being met. If this is the case, adjust your order accordingly. If you’re still experiencing issues, please contact us at info@moogoo.com.au or on our live chat before your order is complete so we can help you with this issue. We cannot add Bonus Gifts to an order once it has been placed.

  The product I received looks different that the picture I saw on the website? Is it the same?

  Due to intermittent changes in packaging design, the product you receive might differ in appearance from what you see on the website. We assure you that the ingredients inside are the same even if the product name, label or box has changed in appearance. If you have a question about a specific product you’ve ordered, please get in touch with us if you need further clarification.

• GENERAL

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  Are your products tested on animals?

  The only animals we use for testing are our own bodies. Friends usually test it next. If they like it and ask for more, we keep it. That's how all of our products have been developed.

  Are your products made of milk?

  We aren’t called MooGoo because our products are based on milk. If you think about it, putting any meaningful amount of fresh milk into a cosmetic product and then putting it on a shelf in a store for a while would not end well – yuck! We do use ethically and sustainably sourced Milk Protein from a credible Australian supplier in a some of our skincare and hair care products because research has found that it helps to increase skin elasticity by up to 20%, as well as protects hair fibres and revitalizes hair's natural protective layer. The only products we make that contain fresh milk is our solid Cleansing Bars. This is only possible due to the way soaps are made, but this is not possible for creams or shampoos/conditioners. Not all of our products contain Milk Protein, so if allergies are a concern, we do have some other great and healthy options for you to choose from. The only other non-vegan ingredients we use is some of our products other than Milk Protein are Honey and Beeswax.

  Can I use MooGoo on a newborn?

  We get this question a lot, and the simple answer is YES! All of the ingredients we use in our products are gentle enough for newborns, but we don’t recommend using our Night Cream or Anti-Ageing products on children. We suggest you always patch test first to check for allergies to any natural ingredients.

  Are ALL product ingredients listed on the packaging?

  YES! Here at MooGoo we take the "No Gimmick" approach very seriously and believe it is important to inform people what they are putting on their skin. "Therapeutic Products" actually have no requirement to list all of their ingredients, but we do it voluntarily. No secrets here...we are as proud of the back of the bottle as we are of the front.

  Where should I store my MooGoo and do your products have an expiry date?

  All MooGoo products have an expiry date noted on the label (generally on the back or at the seal), but should last 24 months if stored under 30 degrees, away from sunlight.

  Are MooGoo products safe for use after the best before date?

  We cannot guarantee the effectiveness of products after this date, however, generally the products maintain integrity well beyond the best before date!

  My product is a different colour/different consistency to the last one. Has the formula changed?

  When working with natural ingredients there can be slight variances from batch to batch that can cause a change in smell, colour and texture. You may also notice changes in colour after having used a product for a couple of weeks. This happens when the top layer of the cream is exposed to air and mixes throughout the cream, resulting in an overall colour change. The product itself is still safe for use.

  I can’t seem to get all of the product out of the bottle with the pump? Why is this happening?

  Based on requests from the Herd, we created larger sizes of our moisturisers as we know that when you love something, you often want to buy in bulk. Larger sizes are better value for money, use less plastic and you can get more ‘Goo in one go. When it comes to products with higher viscosity (thicker in nature), it can be harder for them to be dispensed through a pump system when the product is running low. This means that you might not be able to access every last drop with the pump provided. To get your hands on the last bit of product in the bottle after it can no longer be pumped, simply turn the bottle upside down and allow the product to make its way to the top of the bottle with the help of gravity. Now when you unscrew the cap, the product will be there ready for you to use and enjoy as needed. We use bottles with pump tops instead of jars as we find this to be much more sanitary delivery system.

  Is MooGoo safe to use during pregnancy and while breastfeeding?

  Absolutely! All our products use natural ingredients that are also generally edible. We do recommend performing a patch test for allergies before use.

  Our Eczema & Psoriasis Creams and Nourishing Deep Pore Oil Cleanser do contain Essential Oils which some internet sites do suggest avoiding during pregnancy. However this usually refers to aromatherapy or applying the oil directly to the skin. We only use very small amounts, but of course it is always a personal choice and we recommend to patch test for allergies before use.

  What does “Dermatologically Tested” mean?

  You may have seen the term “Dermatologically Tested” on lots of products before, but did you know there’s no actual definition or regulation for this term? Because that didn’t sit right with us, and because our aim is to make products for people with really sensitive skin, we decided to send a bunch of them off to be tested in an independent lab on 54 people who reported having sensitive skin. The results were given on a scale of 0 to 5 with 0 being no irritation or redness and 5 being a reaction. We’re happy to report that other than one person who had a reaction to the adhesive on the patch and another who found the patches painful to remove, all subjects reported 0 for redness and irritation for all the products we sent for testing. To check out the full report and summary of the test we did on this product, click here.

  Are your products certified organic?

  Our products are made of natural ingredients, but not all of them are certified organic. Organic certification can be very useful when it comes to unprocessed food to ensure it is free of pesticides and not genetically modified. However, when it comes to skin care, ingredients are usually refined in order to draw out the pure oils and other cosmetic grade ingredients. Impurities and unwanted components are filtered out which means they become free of pesticides. Cosmetic grade ingredients, whether natural, organic or synthetic, need to be delivered with purity standards.

  We have chosen to focus on natural, edible ingredients based on how much they help the skin rather than whether or not they get the tick of approval by organic certifying bodies. Natural is almost always best in our opinion.

  Are your products Vegan?

  We have a lot of vegan products in our range. In some of our formulas, we've chosen to use Milk Protein and Honey in some of the creams, Beeswax in the Lip Balms and whole milk in the Fresh Milk Cleansing Bars. Below is a full list of the MooGoo products that are Vegan-friendly:

  • Anti-Bacterial Hand Gel 100ml
  • Cover Up Buttercup SPF 15 Moisturiser
  • Eczema & Psoriasis Cream (AUST L 196 718)
  • Eczema & Psoriasis Cream with Marshmallow (AUST L 196 727)
  • Fresh Cream Deodorant
  • Gentle Exfoliating Powder
  • Milk Wash
  • 2 in 1 Bubbly Wash
  • Moothwash
  • Nappy Balm
  • Nourishing Deep Pore Oil Cleanser
  • Rosehip Oil
  • Scalp Cream (AUST L 196 715)
  • Super Vitamin C Serum
  • Tail Swat Body Spray
  • Tamanu Oil
  • Tinted SPF 40 Face Cream
  • SPF 15 Day Cream
  • Moothpaste - Natural Base with Fluoride
  • Moothpaste – Fluoride Free

  Can your products be used on my pet?

  This question was asked so much that we were inspired to create a pet range, Dr Zoo! We've used the same ingredient philosophy as MooGoo but tweaked the formula to suit pets and the PH of their skin. It's gotten the lick of approval from all of our four legged friends!

  How do you treat your cows? And where do you source your Milk Protein?

  This is a common misconception about MooGoo. It may come as a surprise, but we don’t have any cows of our own. But, when it comes to sourcing our ingredients, animal welfare is a topic that we’re very mindful of. We would never choose to use an ingredient that was derived in a way that harmed any animal in its making. The main dairy-based ingredient we use in our products is Milk Protein as it has some wonderful benefit for human skin and hair. We don't make our own Milk Protein, so we buy it from a credible supplier here in Australia. To make sure we know where our Milk Protein was coming from, we’ve spoken extensively with the supplier and received word from their quality manager at the farms where the lovely cows are looked after. They’ve guaranteed they are members of SEDEX, which ensures that ethical practises are always used and implemented in all of their locations. They also place a high importance on the welfare of their cows and have no tolerance for any kind of animal cruelty. Regular site checks are conducted on their farms here in Australia to ensure these standards are being upheld.

  How do you choose your ingredients?

  A lot of thought goes into our ingredient choices, but here are a few of the main things we consider:

  1. Use non irritating ingredients. Just because an ingredient is natural doesn't mean it is always gentle. Many essential oils although lovely, can trigger reactions so we don't use too many of these. As well as many synthetic chemicals, there is a long list of natural ingredients we also avoid.
  2. It must be as safe as possible if ingested or absorbed. Everything is a poison if you consume enough of it, even water (that's called Water Toxemia). We choose ingredients that are as edible as possible, using baking soda as the base line for comparison. Most ingredients we use like Aloe, our plant oils, even our preservative system based on Hops are also used in foods.
  3. Effective Ingredients. There's no point having ‘Green Tea' in the ingredients if it just means a tiny bit of green tea as it wouldn't make any difference. Instead we use the concentrated extract. Aloe Vera for example is mostly water. But by using the concentrated extract of Aloe, we can benefit from the full concentration of the good bits of the Aloe plant.

  Why do you use *insert particular ingredient*? I read on the internet that it causes death/cancer/pregnancy/nuclear armageddon etc.

  People usually understand that the internet is not a reference source and if you want to find a website to confirm any opinion from "Was the moon landing faked?" through to "Does Aloe Vera cause cancer?" you could probably find it. What we do to make sure our ingredients are healthy is to look at studies, not random websites that claim everything they don't use themselves is dangerous. You can find most of these studies using http://www.scholar.google.com. But if you're still unsure after reading through these, you can always get in touch. The formulator is not some anonymous person in another country, but right here and passionate about what ingredients we have chosen to be healthiest for everyone.

  Top Tip: Some people investigating ingredients will use an MSDS sheet. This document (Material Safety Data Sheet) is for the bulk handling of a material, not when it's used in a product. So, for Wheat Flour for example, the MSDS will have all sorts of warnings from triggering allergies to respiratory irritation. That doesn't mean avoid bread, it just means wear a face mask when pouring out the flour.

  What is the pH level of your products?

  All of our products (aside from the Soap Cleansing Bars) are balanced to human skin, so 5.5-6.0. The pH of our Soap Cleansing Bars are between 9 - 9.5.

  Where can I find your products in store?

  We're stocked in a number of Pharmacies and Health Food stores across Australia. To find a MooGoo stockist close to you, pop your country and suburb into the following link. You can select the radius that you would like to search as well. Stockist Search

  I need a Material Safety Data Sheet (MSDS) for *insert product*, where can I find this?

  If you require an MSDS, please e-mail info@moogoo.com.au or jump on to our online chat if someone is available. We can send it straight through for you.

  What happened to the 270g pump bottles?

  We work very hard to please our customers, we had been receiving a lot of feedback that people were struggling to get the last 1/3 out of the packaging. For this reason they have been replaced with 200g squeeze tubes. We have started to release our products in hugeee 1L pump bottles which are more cost effective if you go through a lot! At the moment, they are available in the 2 in 1 Bubbly Wash, Milk Wash, Skin Milk, Shampoo and Conditioner. We're hoping to expand this range in the future.

  I want to place an order. How can I do this?

  To place an order, you can follow the below steps :)

  1. Select Shop
  2. Select the Category you're wanting to browse through (E.g. moisturiser, sun safety, oils & serums).
  3. Select the Product you wish to order
  4. Select the size of the product you are wishing to order (this is located above the ‘Add to Pail' button)
  5. Select Add to Milk Pail
  6. Select Proceed to checkout
  7. Enter shipping information
  8. Select Payment Method
  9. Select Place Order

• ALLERGIES

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  I have extremely sensitive skin, will I react to MooGoo?

  Everybody is different and what works for some will not for others. Some people have allergies to natural ingredients. A good example of this is that people may be allergic to certain fruits, nuts or milk, but never to synthetic products like Cola. This does not mean Cola is better for everybody; it is simply how the immune system works. At MooGoo, we believe for most people, natural products are better. As with all natural products, we do suggest you patch test first to ensure no reactions.

  'Fragrance' is listed as one of the ingredients in some of your product. What does this mean?

  When we first started making products, we used a blend of essentials oils to give them a lovely fragrance. But many people have severe reactions and allergies to them, even in small amounts. As a result, and because we make products for people with sensitive skin, we took them out of most products. Instead, we helped to develop a special kind of fragrant oil, whereby each component in it is less than the EU allergy threshold. This is how we can have a pleasant-smelling product without the reactions. The scents we use are proprietary blends from the company we get them from, and we’ve had no reactions since we made the switch. Also, of course it is free from phthalates, which is the main concern in fragrances.

  I'm Lactose intolerant. Are MooGoo products safe for me to use?

  Almost all of our products do not contain milk, except for our Hydrating Cleansing Bars. We do add Milk Protein to some of our moisturising creams and as it happens to be very good for maintaining skin elasticity and for protecting the hair shaft in our hair care products. The protein is not related to Lactose.

  If you have an allergy to Milk Protein (rather than Lactose) you may want to choose creams without Milk Protein. They include the Eczema & Psoriasis Creams, Soothing MSM Moisturiser and Scalp Cream.

   

  My child has a nut allergy. Do I need to use nut-free skin care products?

  Most allergies to nuts are triggered by nut proteins, not nut oils. But when it comes to allergic reactions many people choose to be extra cautious and avoid anything made with nut oils as well. For that reason we made the Soothing Cream Nut Oil Free to give parents of children with allergies peace of mind.

  I am allergic to oats, what products are safe for use?

  The only product that you may want to avoid is our Fresh Oatmeal Cleansing Bar, we use Oatmeal for the gentle exfoliating properties.

  What is the fragrance you use? Lots of people have allergies to some of the compounds found in Essential Oils, so, a few years ago we began working with a company in Brisbane to supply us with fragrant oils whereby each component was below the EU allergy threshold. These are phthalate free natural fragrance oils.

  I am a coeliac, what products do I need to avoid?

  We haven't had tests done to be classified as 'Gluten Free' however none of our products contain any ingredients that contains gluten so we believe we are gluten free. We always urge everyone to patch test before use to ensure no reaction to any of the natural ingredients is going to occur.

  I have a number of allergies and sensitivities, can I try some samples before I buy?

  Unfortunately it's not possible for us to send out samples to everyone, even though we would love to be able to do so! You can select a sample with your online order, otherwise our stockists receive samples with their deliveries, which they give to customers at their discretion. Stockists may also have testers of certain products in store, so we recommend popping into your local supplier to see if they have what you are after. Keep in mind, we do also have a 100% customer satisfaction policy, so if you do happen to react or are unhappy with the product; you can return your product for a refund or exchange.

  How do I perform a Patch Test?

  Apply a pea-sized amount of product as close as possible to the most affected area and leave for 24 hours. If any sort of irritation occurs, discontinue use immediately. If you do not experience any irritation you may go ahead and use as directed.

• SKIN PROBLEMS

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  I think I have Eczema. Are your products suitable for Eczema Prone Skin?

  Eczema can be thought of as an allergy that breaks out on the skin, often starting with small red bumps and spreading with an itch. There is more information on our website under the Skin Problems tab, under “Eczema”. Your doctor will provide information and often prescribe a cortisone based anti-inflammatory cream. This can be very effective at bringing an acute breakout under control, but there are limitations for longer term use as discussed with your health care professional.

  We recommend using a gentle cleanser like our Milk Wash to help keep skin happy and hydrated by not stripping the natural oils which can cause dryness and irritation. Eczema & Psoriasis Creams (AUSTL 196718 and 196727) have helped a lot of adults and babies with their skin concerns. In fact, without any advertising it has become one of our most popular products through word of mouth. Please remember though that one cream won't fix every skin problem for everyone. Apply to the affected areas only. Always Read the label. Use as directed.

  Our Soothing MSM Moisturiser is also great as it helps to soothe and re-hydrate the skin. It can be applied on top of the Eczema Cream once it has absorbed into the skin. It can also be applied all over the body as a general moisturiser. Once the condition improves, you can use this to maintain healthy skin.

  Are the Eczema & Psoriasis Creams a moisturiser?

  Although the Eczema & Psoriasis Creams (AUSTL 196718 and 196727) have some moisturising oils, it is not specifically a moisturiser that easily spreads all over the body. Eczema & Psoriasis Creams only needs to be applied to affected areas of skin and works great in conjunction with a moisturiser. Our Soothing MSM Moisturiser is ideal as it has high concentrations of MSM, a well-known soothing ingredient.

  Can I use the eczema cream on eyelids?

  The Eczema cream can be used on the eye lid, not the eyeball though!

  What products do you recommend for irritable skin?

  We recommend using our Eczema & Psoriasis Creams (AUSTL 196718 and 196727) on affected areas and in conjunction with our Soothing MSM Moisturiser to soothe and moisturise the skin. Apply the Eczema & Psoriasis Creams first and allow it to soak in for 2 minutes. Then apply the Soothing MSM Moisturiser over top and anywhere else you like for some added moisture and TLC. We also recommend using a gentle cleanser like our Milk Wash to help keep skin happy and hydrated by not stripping the natural oils which can cause dryness and irritation.

  I see that you have 2 different Eczema & Psoriasis Creams. What's the difference between them?

  Our yellow label formula is the first Eczema cream that we made. The blue label formula was our follow-up formula and contains a few extra ingredients that we thought would be helpful. With more ingredients comes more of a chance for reaction so we recommend the yellow label for the very sensitive types. Both are equally popular so that's why we keep them both.

  What's the best way to apply the Scalp Cream (AUSTL 196715) to the scalp?

  For best results, apply the cream to damp hair. Part the hair in as many places as possible and leave it in overnight. In the morning gently dry brush the hair. You may notice that dry flakes will be removed; this is a good sign as it means a fresh layer of skin has appeared that should be free from irritation. You can then rinse out with a natural shampoo (we think ours is pretty good) to remove any excess. Repeat this until the condition has cleared, most people see results within three days.

  My scalp is causing me "big issues". What should I do?

  Our Milk Shampoo and Conditioner are natural and do not irritate the scalp. As these are wash off products, the time that they can remain in contact with the skin to help is limited. If the condition is severe, a cream such as our Scalp Cream can be rubbed onto the affected areas.

  I am currently undergoing Chemo / Radiation Therapy, what products are safe for use?

  Our entire range is very gentle on the skin so we find our products to be helpful to those going through treatment. Treatment can lead to dry and damaged skin and the most successful emollients tend to be barrier creams. We have formulated our Double Cream with Ceramides to improve skin carrier function and to reduce trans-epidermal water loss from damaged skin. We do not use Parabens, Phenoxyethanol or penetration enhancers.

  We also suggest our Milk Wash as it uses a combination of 4 very low-irritation cleansers, making it very gentle on the skin, and also helps to maintain good skin barrier function. It’s free from harsh, synthetic detergents that can further dry out the skin.. The key products to support the skin while undergoing cancer treatment can be found as a bundle in our Oncology Care Pack.

• MOISTURISERS

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  What ingredients do you avoid when making a moisturiser?

  There's lots of things you won't find in our creams (or any of our other products for that matter) because they were all formulated for family members and close friends, and we wanted the best for them. We steer clear of ingredients like Paraffin and Mineral Oils, which are derived from petroleum, but are commonly found in commercial moisturisers like Sorbolene. We don't think putting the stuff that goes into our cards on our skin is the healthiest thing we can do. We much prefer natural, skin-friendly oils because they provide your skin with soothing hydration and natural nourishment you won't get from the likes of petroleum jelly.

  We also don't use any synthetic preservatives such as Parabens and Phenoxyethanol, although they're still pretty common, even by a few brands that claim to be natural (you know who you are!). We avoid a lot of other things too, but there's way too many to list here. Instead, we just stick to natural and effective ingredients for healthy skin.

  My cream isn't white. Does this mean it has gone bad?

  You may notice that your cream isn't bright white or changes colour slightly over time. This is because we use natural ingredients which are often rich in colour and can change the colour of a cream after it's mixed in. Although people generally expect a cream to always be white, we choose not to use any bleaching ingredients to keep them white. So, don't be surprised if your cream changes to a light tan, pink or grey colour over time, it's not a bad thing and is perfectly fine to use (always check expiry dates)! It's also good to note that the colour of your cream may also vary slightly from tube to tube, or bottle to bottle.

  Are your moisturisers made of milk?

  We aren't called MooGoo because our moisturisers are made of milk. If you think about it, putting any meaningful amount of fresh milk into a cream and putting it on a shelf in a store for a while would not end well – yuck! We do use ethically and sustainably sourced Milk Protein from a credible Australian supplier in some of our skincare products because research has found that it helps to increase skin elasticity by up to 20%.

  Why is there fragrance in your moisturisers?

  We've toyed with the idea of not adding fragrances to our products, but the overall response from our customers is that they prefer our moisturisers with a subtle fragrance. Since we use natural ingredients, they can often come with a natural scent which can affect how the cream smells. This isn't a bad thing, but it's not always a smell that people expect a cream to smell like. For example, we use Hops Extract as a natural preservative system in many of our formulas and it comes with an earthy scent. While we don't mind it at all, it can be a big change from overpowering fragrances used in other moisturising products. We think that adding a bit of fragrance to our moisturisers gives them a pleasant scent that works well with the other natural smells of our natural ingredients.

  I see fragrance in the ingredients list, what is the fragrance exactly?

  When it comes to fragrance, in the past we tried to keep our products fragrance-free as many of our customers were allergic to them. At the same time, the overall response from our customers is that they prefer our moisturisers with a subtle fragrance. To do this, we had to make sure that the inclusion of any fragrance wasn't going to compromise the gentleness of our formulas.

  The main concern with most fragrances is that they're often made with phthalates. Of course, we don't use these in our formulas because they're well-known to be irritating to the skin, often causing dryness and itching. Instead, we use a blend of non-irritating, hypoallergenic fragrances that are suitable for even the most sensitive skin. Each part of this fragrance blend is below the EU's allergy threshold, and we have used it in many of our products for years now without any reactions. The fragrances we use are proprietary blends from a company we work with, so unfortunately, we cannot reveal their exact details. Think of it as our top secret, reaction-free recipe!

  Are your moisturisers suitable to use on the face?

  In general, most generic body moisturisers are made with very average ingredients to make skin feel smooth and cover a large area (skin is the largest organ). They can also be quite heavy and greasy, so not the most ideal to wear on your face or under makeup. Many body moisturisers are also made with powerful penetration enhancers based on Glycols and PEGs (essentially solvents) that help the cream penetrate the top layers of the skin, so they don't feel as greasy. We suggest not using any creams that fall into this category, but especially not on your face and the delicate skin around your eyes. BUT, if your body moisturiser is made with high-quality, skin-friendly, natural ingredients like ours are, then YES, they're absolutely suitable for use on the face, in fact, we recommend it! The natural, skin-friendly oils we use will sink into the skin to quench deep down dehydration, also making them non-comedogenic, meaning they won't block your pores either.

  Is this product pH balanced? What does that mean?

  Yes, it sure is! The pH level of our moisturisers is balanced to 5.5, which is similar to human skin. Essentially, pH can be measured from 0 to 14 depending on how acidic or alkaline a substance is. Since our skin sits at a pH of about 5.5, it's slightly acidic. Healthy skin can retain moisture, maintain a robust microbiome and keep irritants away. We of course want to support this, so using creams that are pH balanced to match our skin is one of the best ways to do this.

  I can't seem to get all of the product out of the bottle with the pump? Why is this happening?

  Based on customer demand, we created larger sizes of our moisturisers as we know that when you love something, you often want to buy in bulk. Larger sizes are better value for money and use less plastic. When it comes to products with higher viscosity (thicker in nature), it can be harder for them to be dispensed through a pump system when the product is running low. This means that you might not be able to access every last drop with the pump provided. To get your hands on the last bit of product in the bottle after it can no longer be pumped, simply turn the bottle upside down and allow the product to make its way to the top of the bottle with the help of gravity. Now when you unscrew the cap, the product will be there ready for you to use and enjoy as needed. We use bottles with pump tops instead of jars as we find this to be a much more sanitary delivery system.

  What does "Dermatologically Tested" mean?

  You may have seen the term “Dermatologically Tested” on lots of products before, but did you know there's no actual definition or regulation for this term? Because that didn't sit right with us, and because our aim is to make products for people with very sensitive skin, we decided to send a bunch of them off to be tested in an independent lab on 54 people who reported having sensitive skin. The results were given on a scale of 0 to 5 with 0 being no irritation or redness and 5 being a reaction. We're happy to report that other than one person who had a reaction to the adhesive on the patch and another who found the patches painful to remove, all subjects reported 0 for redness and irritation for all the products we sent for testing. To check out the full report and summary of the test we did on this product, click here.

   

• SPECIALTY PRODUCTS

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  Which products are also suitable for blemish prone skin?

  Our Blemish Cleansing moisturiser. We use healthy ingredients (not bleaches like Benzoyl Peroxide). By using it twice a day, it helps prevent oil from oxidising in the pores, as well as cleansing the skin of the type of bacteria that can cause breakouts.

  Our Calophyllum Inophyllum (Tamanu) Seed Oil is a lush oil that helps reduce redness and irritation that is common when dealing with blemishes. It's best applied after washing, but before moisturising. While it might seem counterintuitive to use oil on blemishes, adding oils to the skin actually helps the skin to stop overproducing its own oil, which is one of the main causes for blemishes.

  Finally, our Nourishing Deep Pore Oil Cleanser. Cleansing with oil also sounds counterintuitive but oil dissolves oil, especially hardened oil trapped deep in the pores. This gentle cleanser doesn't strip the skin of its natural oils, which also helps the skin to stop overproducing its own oil.

  And finally, for those looking to exfoliate, we created our Gentle Exfoliating Powder, a gentle, non-abrasive facial exfoliant designed to keep the skin fresh by exfoliating physically and enzymatically.

  What products do you recommend for pigmentation issues?

  In addition to wrinkles or lines, uneven skin tone – dark spots, sun spots and pigmentation can also make the skin look a little old and less vibrant. Our Brightening Cream uses 3 carefully selected natural lightening ingredients that work together to gradually lighten sun damage and pigmentation.

  We recommend our Ascorbyl Tetraisopalmitate (Vitamin C) in Squalane is an antioxidant serum that targets pigmentation and sun damage. It contains 25% of an oil-soluble form of Vitamin C, which makes it easier to be absorbed into the skin. The rest of the serum is made up of 25% Natural Vitamin E, another excellent antioxidant, and 50% Olive Squalane, a natural oil that mimics the oil younger skin naturally produces.

  For those looking to exfoliate, we created our Gentle Exfoliating Powder, a gentle, non-abrasive facial exfoliant designed to keep the skin fresh by exfoliating physically and enzymatically.

  How do antioxidants work?

  Happy you asked! One part of ageing is caused by "free radical damage". Free radicals are molecules that have become short of an electron. To become stable, free radicals seek out other molecules and can take an electron from them. This can cause cell damage leading to skin ageing, among other things. Supplying antioxidants to the skin helps mop up these pesky free radicals so they leave your cells alone. The difficult part is to ensure that the antioxidants get deep enough into the skin to function. That's why we choose the ones we use as they are known to be able to penetrate into the skin and get to work.

  Why is there a hole under my 75g moisturiser bottle?

  Our 75g pump top bottles are airless pumps which means they do not have a straw to supply the product like our 500g moisturiser pumps. Instead, there is a disc inside the bottle that pushes the product towards the top with every pump. The hole on the bottom allows air in so the disc can continue to push up as the product is dispensed, which is not possible without the hole on the bottom of the bottle. We love that these pumps require less plastic without the straws, win!

• HAIR CARE

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  Why do you only make one shampoo?

  We get this one a lot. It may seem odd since shampoos usually seem geared to a specific hair concern like dry, oily, coloured, damaged (need we go on?) etc. But in our opinion, we don't think it's needed if you make a good shampoo, and hair just needs to be washed. And if you look closely you might notice that there isn't much difference in the ingredient listings anyway. It's kind of like pet food made specifically for indoor pets and outdoor pets (which is actually a thing) – not sure what difference this would make.

  Does your shampoo strip colour?

  When formulating our shampoo, we learned a lot in the process. "colour-lock Shampoo" is basically shampoo that is SLS-free and is not alkaline. Alkaline hair products open up the hair cuticle and leach colour out as well as make the hair feel squeaky (aka "clean"). Our Milk Shampoo is already SLS-free and a pH that is slightly acidic for the reasons mentioned above, so it's "colour lock shampoo" by nature, although we don't think it's an accurate description. "Damaged hair" shampoos are also usually just lower in sulphates so we've got that covered already.

  Will you ever bring out a shampoo bar?

  As much as we love less plastic packaging, unfortunately we aren't able to make these and keep in line with our ingredient philosophy. Also, natural shampoo bars by natural are alkaline and alkaline hair products open up the hair cuticle and make the hair feel squeaky (aka "clean") which we think isn't great for the hair long-term.

  I have dry / oily hair. Do you have a shampoo for that?

  A shampoo intended for oily hair has a higher concentration of cleansers than a dry hair shampoo because more cleaning is required. But you can achieve much the same result by just varying the amount of shampoo you use.

  Why do you only make one conditioner?

  It may seem odd since conditioners usually seem geared to a specific hair concern like dry, oily, coloured, damaged (need we go on?) etc. But in our opinion, we don't think it's needed if you make a good conditioner. If you look closely you might notice that there isn't much difference in the ingredient listings anyway. It's kind of like pet food made specifically for indoor pets and outdoor pets (which is actually a thing) – not sure what difference this would make.

  I have dry / oily hair. Do you have a conditioner for that?

  A conditioner intended for oily hair has a lower concentration of conditioning ingredients than a dry hair conditioner because less hydration is required. But you can achieve much the same result by just varying the amount of conditioner you use.

  Are your hair products made of milk?

  We aren't called MooGoo because our products are based on milk. Fresh milk in a shampoo or conditioner would go off and be smelly. Yuck! We do use Milk Protein in our hair care products because it helps protect hair fibres and revitalizes its natural protective layer. It's sourced ethically and sustainably from happy and healthy cows raised on a beautiful farm in New Zealand.

• BODY CARE

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  Do natural deodorants work?

  The confusion here seems to be endless. The answer is, well it depends. In comparison to antiperspirant products, which just like the name implies are anti-perspiration, then no, ours doesn't work. The reason for this is because it's a deodorant, which means it deodorises. No natural deodorant is an antiperspirant because ingredients that stop you from sweating by clogging your sweat glands contain aluminum, and putting aluminum under your arms isn't exactly the most natural thing in the world.

  Whether a crystal, a paste, or a roll-on like ours, the effectiveness of a deodorant is how well it controls your smelliness. Specifically we use an alkaline formula to control odour-causing bacteria from throwing a party (no bacteria = no smell), but others like to use essential oils. We're just not that into smelling like a Tea Tree Forest, and essentials oils can sometimes sting the delicate, thin skin of the armpit. You will still sweat – a natural process, and one we prefer not to mess with.

  What's the deal with switching to natural deodorants?

  We often hear from customers who start using our natural deodorant after a long history of antiperspirant use. After a few days, some of them get in touch concerned that our deodorant doesn't work for them, but mostly they're just not used to sweating at all and think it's not working. Some of them even let us know that they became really smelly. While this sounds bad, it's actually a good thing. It means that your sweat glands are starting to detoxify themselves after being clogged up for so many years. Hallelujah! We found that there is a transition period of about 2 weeks as the body adjusts to the new glorious freedom of natural deodorant.

  Is the Tail Swat safe for babies?

  Absolutely! The best thing about our products are that they're suitable for use on all ages, including newborns.

• BABY RANGE

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  Does the 2 in 1 Bubbly Wash need to be washed off after use?

  Adding a pump or two into a bath would not require washing off. If using in the shower, we would recommend you use this under the water which would wash it off for you. Use it just like a regular body cleanser, only it leaves your skin super soft!

  Can I use MooGoo on a newborn?

  We get this question a lot. But the answer is YES! All of our products are suitable for newborns but we suggest you always patch test first to check for allergies to any natural ingredients.

  My baby accidentally ate some of the product, will they be ok?

  We don't recommend using our products as baby food, but if some is ingested you can rest assured that our products are made from 100% natural, edible ingredients.

• SUN PROTECTION

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  How does sun protection work?

  There are two main types of sunscreens. Firstly, natural sunscreens that use Zinc Oxide or Titanium Dioxide as a physical barrier that reflect UVA and UVB away. The second type is "UV Filters" that absorb high energy UV radiation and emit low energy radiation. These are always synthetic, which is why we choose to use Zinc Oxide to provide natural sun protection.

  How does SPF rating work?

  A higher SPF rating requires a lot more sunscreen chemicals for diminishing returns. SPF 15 blocks 94% of UV radiation while SPF 30 blocks 97%, a 3% difference but a lot more ingredients that make higher SPF products feel thicker on the skin. SPF 15 will provide protection for 4 hours for someone who would normally burn in 15 minutes. SPF 30 provides protection for 8 hours of sun. The amount of protection in reality depends upon both the SPF rating and the thickness or amount which is applied.

  (The other way to look at this is that SPF 15 allows 6% of UV through, while SPF 30 allows 3%, so a reduction of 50%. It depends how you do the math.)

  Isn't Zinc normally white?

  Yes, Zinc Oxide would normally be white on the skin. We use a special type of Zinc Oxide that is made here in Australia that is dispersed within Jojoba Oil which helps make it clear and non-greasy.

  What are UV filters?

  These are various chemicals that absorb high energy UV radiation and re-emit it as low radiation. These are always synthetic, which is why we choose to use Zinc Oxide to provide natural sun protection.

  Should I wear sunscreen every day?

  This is a very personal choice and depends on a lot of things such as how much time you'll be spending outdoors in direct sunlight as well as your skin tone and tolerance of the sun. Personally we use sunscreen when we know we are going to be spending a lot of time outside, but on other days when we are just going into the office, we prefer to use one of our other non-SPF moisturisers, and we have a few. Bear in mind that up to 2/3 of Australians are Vitamin D deficient. Only around 15 minutes of sunshine is required 2-3 times a week for the average person to obtain correct amounts of Vitamin D.

  Where can I find out more about sunscreen?

  Sunscreens with SPF ratings over 15 are considered "therapeutic products" and so their safety or efficacy cannot be questioned. The way to get information is to spend 15 minutes doing your own research online to help choose the right sunscreen for you. Wikipedia, although not always accurate, has a very good page on sunscreen and well worth getting the facts. Try and read at least from half way down the page in you can.

  Do your sunscreen products contain nano particles?

  Our sunscreens do contain nano-particles. Any clear Zinc on the market is now classed as ‘nano-particles' BUT of different sizes. These have previously had a bad rap, however, the description of a nano-particle has since changed so they will not cause any harm. We use a standard Zinc Oxide with a median particle size of approximately .31 microns (this is 310 nanometres), with all particles between 0.25 microns and 0.35 microns. As a result, Zinc Oxide is nearly invisible when applied to the skin yet still offers both broad-spectrum UVA and UVB protection. This means none is absorbed into the bloodstream.

  What is the percentage of Zinc Oxide in your sunscreens?

  Our SPF 40 products contains 24.96% Zinc, and our SPF 15 products contains 19% Zinc.

  What is the youngest age sunscreen can be applied to?

  All of our sunscreen products are suitable for all ages, including children and newborns.

  What's the difference between the Cover up Buttercup SPF 15 and the Moisturising SPF 15 Day Cream?

  The Cover Up Buttercup and Moisturising Day Cream are similar, however the Day Cream has been designed as a face cream and the Cover Up Buttercup as an all over sun cream. The Moisturising Day Cream has added skin loving and effective ingredients such as Caffeine and Niacinamide (Vitamin B3).

  How often do I need to re-apply sunscreen products?

  Believe it or not, but the answer is NEVER! As long as our sunscreen is on the skin it will continue to reflect the UVA and UVB rays constantly, without breaking down or wearing out. You will only need to re-apply our sunscreen if it is physically rubbed off. Other commercial and chemical sunscreens need to be reapplied because the UV rays actually wear out the chemicals over time and the sunscreen will stop working within a couple of hours.

  My Sunscreen seems to be separating. Does this means is old and no longer effective?

  Making a sunscreen with Zinc can be a tricky process. Zinc can be quite thick so it needs a lot of emulsifiers so it can be rubbed onto the skin easily. Sometimes if our Zinc sunscreen is stored in a hot place, such as in direct sunlight on the beach or in a hot car for long periods of time, it can cause the formula to start separating. You may see a clear liquid come out of the tube. If this happens, we recommend giving the bottle a hardy shake to get things mixed together again, or it can be rubbed together again directly on the skin. The effectiveness of the sunscreen is not affected (we’ve done some tests to ensure of this), but as per the directions for use on the back of the packaging, we recommend that it be stored below 30°C.

• OILS & SERUMS

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  Why has the packaging for this product changed?

  Previously we packed our face oil in pump bottles and have recently changed them to droppers. The main reason for the change is because we had so many requests from our customers asking us for a dropper top as it seems to be the dispensing method of preference. We still think it’s super important to keep oils protected from light and air to reduce the amount of exposure they have to oxygen, light and bacteria that can contaminate the oil, causing it to oxidise and lose its antioxidant properties. To best avoid this we suggest that you don’t keep the bottle open for longer than necessary and never touch the dropper directly against your skin or face. Dispense the product directly into the palm of your hand and seal the product back up immediately when finished. The bottle remains opaque to protect the product from light exposure.

  Do serums go underneath or on top of moisturiser?

  Serums go directly onto the clean skin, under your moisturiser. Apply directly to the skin after cleansing and allow it to soak in for a few minutes before following with your favourite moistures. We have a few.

  How often do the serums need to be applied?

  For best results, use your serum every night before bed before you apply your moisturiser.

  Is this a face serum or an eye serum?

  We like to keep things simple even if marketing can sometimes tell us otherwise and get us to believe we need a different product for every part of the body, and even different parts of the face. All of our serums are made for your skin so rub it on whenever you like on your face and around the eye area. Feel free to use it on your body as well, we don't discriminate.

  Are serums safe to use around the eye area?

  Our serums are safe to use around the eye area, however we don't think it will not feel great on the eyeball, so avoid contact with eyes. If product gets into your eye, simply rinse out with water. If using an oil, they do heat up to body temperature and can spread out across the skin. We recommend applying the serum to the orbital bone around the eye, not directly on the eyelids.

  How do antioxidants work?

  Happy you asked! One part of ageing is caused by "free radical damage". Free radicals are molecules that have become short of an electron. To become stable, free radicals seek out other molecules and can take an electron from them. This can cause cell damage leading to skin ageing, among other things. Supplying antioxidants to the skin helps mop up these pesky free radicals so they leave your cells alone. The difficult part is to ensure that the antioxidants get deep enough into the skin to function. That's why we choose the ones we use as they are known to be able to penetrate into the skin and get to work.

  What does the Bakuchiol you use come from? 

  Our Bakuchiol is naturally extracted from the Psoralea Corylifolia plant. We highly value the ethical sourcing of our ingredients and understand that there is some concern around this plant potentially being an endangered species. We source this particular ingredient from India where Psoralea Corylifolia is overly abundant. According to the CITES (the Convention on International Trade in Endangered Species of Wild Fauna and Flora), Psoralea Corylifolia is not on the list of endangered species. We don’t just ensure this ingredient is ethically sourced, we have also taken the time to ensure it is extracted in an ethical manner.

  It's recommended not to use Retinol while pregnant or breast-feeding. What about Bakuchiol? 

  Most online sources say that Bakuchiol is safe to use during pregnancy and while breast-feeding. However, there are no specific studies on this as presumably, it’s ethically difficult to do, just as most natural ingredients don’t have particular studies on pregnant women. In the cases where there isn’t any specific cause for concern, we advise people that it’s best to do whatever they feel most comfortable with

   

• CLEANSERS

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  What ingredients do you avoid when making a cleanser?

  There's lots of things you won't find in our cleansers (or any of our other products for that matter) because they were all formulated for family members and close friends, and we wanted the best for them. We steer clear of ingredients like SLS and SLES, which can be found in many commercial toothpaste, shampoos and hand soaps to floor cleaners and engine degreasers. It's quite a harsh ingredient and doesn't play nice with skin, often causing dryness, irritation and even skin flare-ups.

  We much prefer naturally derived, skin-friendly cleansers because they provide a gentle and thorough cleanse without over-stripping the skin of its natural oils. We also don't use any synthetic preservatives such as Parabens and Phenoxyethanol, although they're still pretty common, even by a few brands that claim to be natural (you know who you are!). We avoid a lot of other things too, but there's way too many to list here. Instead, we just stick to natural and effective ingredients for healthy skin.

  Are your cleansers made of milk?

  We aren't called MooGoo because our cleansers are made of milk. If you think about it, putting any meaningful amount of fresh milk into a product and putting it on a shelf in a store for a while would not end well – yuck! Our Cleansing Bars do contain fresh milk, but the fresh milk will not go rotten because the saponified oils prevent bacteria from forming.

  Why is there fragrance in your cleansers?

  We've toyed with the idea of not adding fragrances to our products, but the overall response from our customers is that they prefer our cleansers with a subtle fragrance. Since we use natural ingredients, they can often come with a natural scent which can affect how the cream smells. This isn't a bad thing, but it's not always a smell that people expect a cleanser to smell like. While we don't mind this at all, it can be a big change from overpowering fragrances used in other cleansing products. We think that adding a bit of fragrance to our cleansers gives them a pleasant scent that works well with the other natural smells of our natural ingredients.

  I see fragrance in the ingredients list, what is the fragrance exactly?

  When it comes to fragrance, in the past we tried to keep our products fragrance-free as many of our customers were allergic to them. At the same time, the overall response from our customers is that they prefer our cleansers with a subtle fragrance. To do this, we had to make sure that the inclusion of any fragrance wasn't going to compromise the gentleness of our formulas.

  The main concern with most fragrances is that they're often made with phthalates. Of course, we don't use these in our formulas because they're well-known to be irritating to the skin, often causing dryness and itching. Instead, we use a blend of non-irritating, hypoallergenic fragrances that are suitable for even the most sensitive skin. Each part of this fragrance blend is below the EU's allergy threshold, and we have used it in many of our products for years now without any reactions. The fragrances we use are proprietary blends from a company we work with, so unfortunately, we cannot reveal their exact details. Think of it as our top secret, reaction-free recipe!

  Are your cleansers suitable to use on the face?

  Yes, all our cleansing products are suitable for use on the face and body. In general, most generic body cleansers are made with very average, cheap detergents that clean the skin. While skin, of course, needs to be cleaned, it doesn't need to be done with harsh ingredients that strip the skin of its natural oils, often leaving it tight and dry. BUT, if your cleanser is made with high-quality, skin-friendly, natural ingredients like ours are, then YES, they're absolutely suitable for use on the more delicate skin of the face, and also suitable for all ages, skin types and genders – the whole family!

  Is this product pH balanced? What does that mean?

  Yes, it sure is! The pH level of our cleansers is balanced to 5.5, which is similar to human skin. Essentially, pH can be measured from 0 to 14 depending on how acidic or alkaline a substance is. Since our skin sits at a pH of about 5.5, it's slightly acidic. Healthy skin can retain moisture, maintain a robust microbiome and keep irritants away. We of course want to support this, so using a cleanser that's pH balanced to match our skin is one of the best ways to do this. The only exception to this is our Cleansing Bars which have a higher pH, as is the nature of all cold-processed, cleansing bars.

  Why don't we make different cleansers for different skin types?

  We often get asked why we don't make different cleansers specific to different skin types such as dry, oily, normal or combination skin. While we believe that people have different skin types, if you look closely at ingredient labels, you'll notice that there often isn't much difference in the ingredient lists between products for different skin types. It's kind of like pet food made specifically for indoor pets and outdoor pets (which is actually a thing). A cleanser intended for oily skin just has a higher concentration of cleansing ingredients than a cleanser for dry skin because more cleaning power is required. But you can achieve the same result by varying the amount of cleanser used and cleanse twice if needed. Knowing this will hopefully cut down on the number of bottles in your shower.

  Are your cleansers soap-free?

  Yes, all our cleansers are soap-free and are pH balanced to 5.5, the pH of healthy human skin. Soap is a solid bar made through a process called saponification, causing the soap to have a higher pH level that our skin, but not all soaps are created equal. Commercial soaps are often made with vegetable or animal fats and can be very drying due to their alkaline nature. Our Cleansing Bars are saponified with ultra-hydrating, natural Cocoa Seed Butter and Olive Oil, making them great for dry and irritated skin. When used, dirt and impurities are washed away and the moisturising oils remain behind on the skin, keeping it hydrated and s-MOO-th. They are also made with nourishing fresh buttermilk or goat's milk, making them suitable and soothing for even the most sensitive skin.

  Which is better, a soap or a cleanser?

  While the alkaline nature of soap can make it a more effective as a hand wash, all cleansers have the molecular structure that breaks down the membrane barrier of dirt, impurities, bacteria and viruses, as well as the mechanical action of washing them away with water. So basically, soap and cleansers both work in the same way to wash your skin and keep you clean. What you use mostly comes down to personal preference. Wash products have become more popular over the years, but sometimes it's good to have a cleansing bar on hand, and they also provide a plastic-free packaging option.

  Are your cleansers septic safe?

  As all of our ingredients are biodegradable and non-toxic, not only are they wonderful for your skin, but they are safe and suitable for septic and grey water too!

  What does "Dermatologically Tested" mean?

  You may have seen the term “Dermatologically Tested” on lots of products before, but did you know there's not an actual definition or regulation for this term? Because that didn't sit right with us, and because our aim is to make products for people with very sensitive skin, we decided to send a bunch of them off to be tested in an independent lab on 54 people who reported having sensitive skin. The results were given on a scale of 0 to 5 with 0 being no irritation or redness and 5 being a reaction. We're happy to report that other than one person who had a reaction to the adhesive on the patch and another who found the patches painful to remove, all subjects reported 0 for redness and irritation for all the products we sent for testing. To check out the full report and summary of the test we did on this product, click here.

• DENTAL RANGE

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  What ingredients do you avoid when making a toothpaste?

  There's lots of things you won't find in this toothpaste (or any of our other products) because they were all formulated for family members and close friends. This includes Sodium Lauryl Sulphate, which is a synthetic detergent derived from petroleum, but is commonly found in commercial body washes, shampoos and even toothpaste. We don't think putting the stuff that goes into our cars in our mouths is the healthiest thing we can do.

  We also don't use any synthetic preservatives such as Parabens and Phenoxyethanol, although they're pretty common too, including with a few brands that claim to be natural (you know who you are!). We avoid a lot of other things too, such as Triclosan, an ingredient that is banned from being used in soaps products in the USA, but is still found in Toothpastes. There are many more, but way too many to list here. Take a look at the ingredient listing on your toothpaste at home. You may be surprised, even shocked to see what you'll find.

  Why doesn't your toothpaste foam as much as the other brands I'm used to?

  For those new to natural toothpaste, you may find it a little different to the main commercial brands. Just like shampoo and wash products, toothpaste often contains Sodium Lauryl Sulphate. Natural cleansers don't hold their foam as long as synthetic detergents like SLS, but we think they are superior and much better for you and the environment. Considering how much toothpaste we swallow, and children often swallowing it all, we think this small compromise is worth it. This just means a little bit more elbow grease needed to get the foam going, but all that brushing will actually leave you with cleaner teeth.

  Why doesn't your toothpaste taste as minty as the other brands I'm used to?

  Many people seem to be, dare we say addicted, to the strong, artificial minty flavour burst of commercial toothpastes. We trialed so many formulas to try to replicate this as best we could with natural ingredients, and we think we come pretty darn close.

  What is Calcium Hydroxyapatite?

  "Nano-hydroxyapatite is a revolutionary material with a wide use in dentistry. With regard to restorative and preventive fields, nano-hydroxyapatite has remarkable remineralizing effects on initial lesions of enamel, certainly higher than traditional fluorides used until now for this purpose. Nano-hydroxyapatite is, in fact, a better source of free Ca, and this is a key element as regards the remineralization, the protection against caries and dental erosion." – A Journal of Odonontostomatologia Sciences

  Is Your Hydroxyapatite Vegan?

  Yes. Although our bones and eggshells have a lot of Hydroxyapatite, this is not our source. The only non-vegan ingredients in any of our products are Fresh Milk (used in our Fresh Oatmeal Cleansing Bars), Milk Protein, Honey and Beeswax. For those into chemistry, it's made by mixing CaHPO4 with CA (OH)2 and then dissolving it in alcohol and the remainder is Hydroxyapatite. It's then milled to the correct size.

  What shape are the Hydroxyapatite Particles?

  This question comes about as a result of a paper that questions the safety of needle shaped Hydroxyapatite. Our Hydroxyapatite is not needle shaped. Below is the shape of the particles as seen under a microscope.

  What ingredients do you avoid when making a mouthwash?

  There's lots of things you won't find in this mouthwash (or any of our other products) because they were all formulated for family members and close friends. For those new to natural mouthwash, you may find it a little different to the main commercial brands. A lot of them out there contain alcohol-based ingredients that kill bacteria in the mouth, but can also be quite damaging, especially if you have sensitive teeth or gums.

  We think the ingredients we use are superior and much better for you and the environment. Considering how much mouthwash we swallow, and children often swallowing it all, we think this small compromise is worth it. There are many more ingredients we don't use, but way too many to list here. Take a look at the ingredient listing on your mouthwash at home. You may be surprised, even shocked to see what you'll find.

  Why doesn't your mouthwash taste as minty as the other brands I'm used to?

  Many people seem to be, dare we say addicted, to the strong, artificial minty flavour burst of commercial mouthwash. We trialed so many formulas to get something that tasted good, but don't expect it to taste the same as other commercial brands you may have tried. We think it tastes good but keep in mind that it does contain essential oils and might not be your cup of tea. We did include a natural flavour and Stevia to make it taste good. We like it and hope you do too.

  Have you changed the Moothpaste formula? It no longer says Teeth Whitening.

  We've been working hard to get this formula just right. We know how much everyone loves the minty taste of toothpaste and that's something we didn't want to compromise on, so we think we've made our best version yet. Once we were done updating what's on the inside, we updated the outside too and gave our Moothpaste a whole new name and look. We've changed the name to Moothpaste Flouride Free, instead of Moothpaste – Teeth Whitening, but our formula hasn't changed in this regard. The formula still contains the same amount of Sodium Bicarbonate to help scrub the teeth and keep them clean and white. The abrasive rating or our formula (RDA) remains below 100, keeping it in a safe range for those with sensitive gums and receding issues.

• ENVIRONMENTAL

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  Can you use less plastic?

  Like any thinking person, what we are collectively doing to the environment scares us. Up to 12 million tonnes of plastic enters the oceans each year! We get a lot of suggestions from customers asking us if we can swap our packaging to be made of different materials. The problem is that glass is not usually practical in the bathroom and requires more energy to make and transport. Refillable pouches are not usually recycled as they are laminated with different layers and need to be taken to a soft plastic recycling facility, which rarely happens.

  Recycling plastic back into cosmetic bottles requires more energy, detergent and bleaching as they are sorted and then cleaned before re-moulding, again using heat. So, our solution for now is to take plastic offcuts and rejects from manufacturers that would have otherwise gone to landfill, and these are re-moulded into our bottles. Of course, they are all recyclable at end of life. Usually recycled plastic goes to making things like furniture or flooring, not new personal care bottles. For our tubes, we use virgin plastic for the layer that is in contact with the product, and recycled plastic for the outer layers. But let's not forget what's in the product and how that breaks down in the environment. There are a lot of ingredients we can't use because they don't break down quickly in the environment. This includes Silicones, SLS, many types of UV filters used in sun protection, Benzoates etc. All consumption has an impact, but we make the best choices we can, with the environment in mind. Check out more about our environmental initiatives here.

  Why do you use plastic packaging and not glass?

  Glass is certainly a great packaging option when reusing and recycling around the house, however, in Australia the Glass Recycling industry is non-existent. Whilst we hope to see this change very soon, right now it's cheaper to buy glass from overseas rather than to buy recycled glass locally. Sadly, glass bottles are just being piled up in landfills at the moment.

  What are your tubes made of?

  The tubes are actually made from a 5 Layer PBL plastic. This is a mix of both HDPE and LDPE (High Density & Low Density Polythene) but is mainly LDPE. Our tubing is fully recyclable and classed as a number 4 plastic. It can be placed in any curb side recycling bins.

  Do your products contain micro-plastics?

  No, certainly not. Micro-plastics are usually made from polyethylene, nylon and polypropylene, we do not use any of these ingredients.

  Can I send my bottles back? Or do you offer refills?

  We offer monthly refills from our Head Office on the Gold Coast (more info on our Facebook!). We're also working towards having refill stations in other cities too – stay tuned! Unfortunately, we are not able to accept bottles to be refilled by mail due to the possibility of bacterial contamination.