FAQs

Which payment methods do you accept?

We accept payments online via credit card using Visa, Mastercard or Amex.

What if my product arrives broken or faulty?

We are so sorry to hear there is something wrong with your product and will do our best to fix any issues. Please get in touch to specify the concern and we will either send you a replacement product or provide a refund.

We will need proof of the damage or fault, so please take a photo of the product issue in its original packaging, and email us the details.

Email us at: returns@puremama.com

Can I return my products or get a refund?

Please see our returns policy here.

How long do orders take to arrive?

New Zealand – please allow 3-5 business days to receive your order.
Australia - please allow 7-14 business days to receive your order.

Can I track my order?

Tracking is provided for all orders. You will be sent an email with a tracking number once your order is dispatched.

How much does shipping cost?

Please see our shipping and delivery information here.

Can I cancel or change my order?

Unfortunately, once your order has been placed, we are not able to make changes or cancel your order.

Can I buy Pure Mama products in store anywhere?

At this stage, our products are exclusive available online via our website. We may in future look to a select group of retail stores to stock our products.

Where are Pure Mama products made?

We are incredibly proud to have all our products 100% made in New Zealand. Our local team expertly designs, tests, and refines our products until they are perfect for Mamas.

Can I use Pure Mama products if I have a nut, gluten, wheat, or soy allergy?

Some Pure Mama products contain nut oils and soy oil. The extraction methods for these ingredients remove allergy-causing proteins; however, we cannot guarantee that all traces have been eliminated. Therefore, if you have a gluten intolerance or a wheat, nut or soy allergy, we recommend that you patch test first or consult your medical practitioner before using any new skincare product.


You can find the full ingredients lists on the product pages on this website and on packaging.

Do you use preservatives in your products?

Our oils and balms are preservative free. All water-based skincare products require a preservative to protect against yeasts, moulds and bacteria. Pure Mama only uses safe, NATRUE approved preservatives. This ensures the safety of our products for human health.

If you don't find an answer to your question, feel free to get in touch with us at hello@puremama.com