Frequently Asked Questions
The majority of our products are 100% vegan and cruelty-free. As much as possible, we use natural ingredients and scents in our products and try to reduce our single-use packaging.
Are all of your products vegan and cruelty-free?
The majority of our products are 100% vegan, with the exception of our goats milk soap. We never test our products on animals or use ingredients where others have tested on animals.
Where are your products made?
All our soap and skin products are made in Australia, with the majority of our products are made in Creswick in regional Victoria.
Are your products natural?
Many of our products are 100% natural. As much as possible we use 100% natural essential oils for our scents and natural colours. We occasionally, in selected products, use cosmetic grade synthetic ingredients which may make up up to 2% of a product to create vibrant colours or longer lasting scents.
Are your products suitable for pregnant women?
Any of our products that do not contain essential oils can be used during pregnancy. We offer products that are either unscented or some of our ‘limited-edition’ products may include cosmetic grade fragrances which are suitable during pregnancy.
Do you products use nuts or nut-based ingredients?
Many of our products contain nut-based oils such as Macadamia oil and Sweet Almond Oil or nut-products such as Walnut shell. While nut-based products are not included in all our products, our manufacturing equipment is used to manufacture nut-based products. Please see the ingredients list that can be found with each product listing.
We offer a range of payment options for online purchases and also offer invoicing options for commercial and bulk orders.
What payment options does Mwerre offer?
You can use Afterpay, Paypal or your Mastercard, Visa or American Express credit card.
What currencies do you accept?
All of the prices are displayed and processed in Australian Dollars – AUD. We do not currently collect GST (Goods & Services Tax), so prices do not include tax.
Shipping & Delivery
Do you ship internationally?
Not yet. But you can purchase our products at www.firstnationsgits.com where international shipping is available.
How do I track my order?
When we prepare you order for shipping your order will be allocated an Australia Post tracking number. You will then receive automatic emails providing a status update as to where your package in its journey to you.
How long will my order take to arrive?
Depends. We usually aim to get your order shipped within 24-48hrs. Covid19 has caused intermittent shipping delays, along with floods so please allow additional time for your order to be received.
What packaging will my order come in? Is it sustainable?
As much as possible we use recycled packaging materials and reuse any wrapping we receive from other suppliers in our supply chain.
We aim to reduce our use of single-use plastic including bubble-wrap in our shipping packaging.
My Account & Orders
How do I use my promo code?
If you have a promo code, you will be asked during checkout to add your promo code. If the code is valid you will then receive the relevant promotion during checkout.
How do I modify an existing order?
Usually we will have packed your order within 48hrs of your order. You may be able to modify an existing order prior to it being packed and sealed by emailing us at [email protected] We will then advise if your order can be modified.
How do I reset my account password?
Returns & Exchanges
We offer Returns and Exchanges on our products so please see the following FAQ’s for information on product returns.
Can I change my order after I have ordered online?
Yes, as long as we have not already packed and sealed or shipped your order. Please email us at [email protected] for order amendments which may include change of delivery address, changes to types and sizes, adding or removing items. Please ensure you include the order number and full name in the email.
What happens if my product arrives damaged?
If your product arrives damaged, please take photographs of the original packaging and damage to the product and email us at [email protected] within 10 days. We will review the damage, and request either that you return the damaged product or we will send you an exchange once the item has been returned or refund the original item if we do not have the original item in stock.
How do I exchange a gift?
Yes, you can exchange an order if it is unwrapped and still in its original wrapping within 14 days. Please send us an email at [email protected] and provide the name of the person who placed the order. We will then provide you with a code to use a credit to exchange the items for alternative items.
How and when will I be refunded?
Once we approve your refund, we will process the refund amount using the same payment method used in your original order within 10 days.
Can I call you?
We are a small operation, so we currently do not offer phone support, but we do offer email support which helps us focus on making our beautiful products instead of playing phone tag.
But sometimes we know people do need to talk to someone, so feel free to email us with your request and we will provide you with our phone number if we can’t help you over the email.