Frequently Asked Questions
I have a question regarding shipping, returns or refunds.
You can view our policy on returns, refunds and shipping here: Shipping, Returns & Refunds Policy.
Do you ship overseas?
Currently, due to the high cost of international postage, we do not ship outside of Australia. However, if you live overseas and are willing to pay the international postage, we will happily arrange to ship to you. Please email us via the contact button to discuss and arrange. Please note that due to logistics, returns will not be accepted in these situations and we recommend insurance in case of damaged or lost goods.
How can I contact someone at Awen?
Do you offer gift cards?
We are in the process of organising gift cards, however, currently our website in unable to process them. They will be available soon for local use at our market stalls in Townsville, QLD, with the hopes of being able to offer them nationwide in the near future.
Are all your products vegan?
Yes! All our products are 100% vegan and cruelty-free and have been certified by the PETA Beauty Without Bunnies Program.
What are the payment options?
Payment can be made via PayPal, Credit Card, Debit Card (or with cash at our local market stalls). In the future, we will be introducing a pay later system and will update our customers via email and social media once this system is available.
You can contact us by clicking on any of the CONTACT buttons on our website including at the top right corner of this page. You can also message us via our Facebook or Instagram pages (links in footer). Our postal address is also available in the footer.
We do our best to provide same day shipping but this will depend on what day and time the order is received. We ship your orders via Australia Post and you can select either regular post or express post upon checkout. Depending which of these options you choose and where you are located within Australia, you should receive your order anywhere from 2 days to 2 weeks. If you are concerned about the whereabouts of your order, please contact us via the button at the top of this page. Alternatively, if you have already been provided with tracking from Australia Post, please contact them directly. Due to COVID-19, orders may take a little longer to arrive than usual. We ask that you please be patient.
When will my package arrive?
Where do your ingredients come from and are they organic?
All our ingredients are sourced from within Australia, mostly within Queensland. Our products as a whole are not "certified organic" but all of our ingredients are natural and the ingredients that are certified organic are marked with an asterisk on the ingredients lists.
Do your products come in individual branded packaging boxes?
No. Our products come as shown in their pictures and do not come in individual boxes, but will be suitably protected for shipping. We made a conscious choice to avoid putting our products in boxes as we deem them to be an unnecessary environmental cost. If you are offering our products to someone as a gift, you could choose display them within a separately purchased gift box. We do not currently offer these but are looking at bringing them in in the future.