faq.
Contact & Support
Can I contact you directly?
Absolutely! I handle every enquiry personally, so you’ll always get a genuine, thoughtful reply — never an auto-response.
Here’s how you can reach me:
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Live Chat: Use the chat bubble (bottom right of the website) for quick questions.
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Email: Sandra@wildalchemy.online — best for personalised recommendations or detailed questions.
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WhatsApp / Phone: Tap the WhatsApp link at the bottom of the website to message or call.
⏳ As a one-woman business, I’m often in the studio working or packing orders, so I may not reply instantly. I usually respond within 24 hours (Tuesday-Saturday). On busy blending days, it may take a little longer — but you’ll always hear back directly from me.
About Our Products
Q: What is botanical skincare?
A: Botanical skincare utilises ingredients derived from parts of plants, including seeds, roots, leaves, herbs, flowers, or fruit. They are rich in vitamins, antioxidants, and essential nutrients that support healthy, radiant skin.
Q. What do you mean by active ingredients?
A. Active ingredients (or "actives") are scientifically proven compounds that target specific skin concerns. Our formulations include:
Niacinamide, CoQ10, Vitamin C, Lactic Acid, Mandelic Acid (AHA), Salicylic Acid (BHA), Glycerin, and Hyaluronic Acid.
Q: Do you test on animals?
A: Never. We are proudly cruelty-free and only work with trusted suppliers.
Q: Who formulates your skincare?
A: Each product is designed and blended by me, in small batches in Waikato, Aotearoa, New Zealand, ensuring quality, freshness, and care.
👉 Learn more: Explore our blog FAQs on ingredients like glycine, kawakawa & kānuka, and botanical glycerites.
Usage & Care
Q: Should I patch test your products?
A: Yes. Because our formulations contain active ingredients, we recommend patch testing before first use. Instructions are included with your order and in our blog.
Q: Are your products suitable for sensitive skin?
A: Some are, but not all. For personalised advice, email or message me and I’ll guide you based on your skin type and concerns.
👉 Read more: See our detailed FAQs on patch testing, inflammaging, and skincare in humidity.
Shipping & Returns
Q: Do you ship internationally?
A: Yes — to New Zealand, Australia, the UK, Singapore, Japan, and the United Arab Emirates.
Q: What is your shipping process?
A: Orders are usually packed within 48 hours (Mon–Fri) and sent via NZ Post Couriers. You’ll receive a tracking number via email once your order is on its way.
Q: What about returns?
A: Return shipping isn’t currently covered, but if you need to cancel or return an order, please contact me directly.
👉 More details can be found in our Shipping & Returns Policy.
Payments, Privacy & Data
Q: What happens to my personal information?
A: We only use your details to process and deliver your order, or to contact you if needed. Your information will never be sold or shared with third parties. For full details, please see our Privacy Policy.
Q: What payment options are available?
A: We accept AfterPay, PayPal, Credit/Debit cards, and EFTPOS.
Fair Trading Act 1986 (New Zealand)
The Fair Trading Act is designed to protect the customer from being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in-store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.
Consumer Guarantees Act 1993 (New Zealand)
The Consumer Guarantees Act sets out minimum standards for goods sold on the Wild Alchemy Botanicals website. In the event that goods sold are deficient or are faulty, the Seller has the obligation to repair, replace or refund.