FAQS

GENERAL SHIPPING RETURNS & REFUNDS CONTACT US MOISTURISERS
GENERAL

WHERE IS NUTRIVA BASED?

  • NUTRIVA IS BASED IN MELBOURNE, AUSTRALIA

WHEN WILL I HEAR BACK ABOUT MY INQUIRY?

  • WE AIM TO RESPOND TO YOUR ENQUIRY WITHIN 24 HOURS
  • PLEASE NOTE THIS WILL NOT INCLUDE WEEKENDS OR PUBLIC HOLIDAYS

HOW DO I STAY UPDATED ABOUT NEW PRODUCTS & PROMOTIONS?

  • TO STAY UPDATED ABOUT NEW PRODUCTS & PROMOTIONS PLEASE SUBSCRIBE TO OUR MAILING LIST ON THE FOOTER (BOTTOM) OF OUR WEBSITE

HOW DO I APPLY A DISCOUNT CODE?

  • PLEASE TYPE OR PASTE YOUR DISCOUNT CODE IN THE "DISCOUNT" FIELD JUST BEFORE CHECKOUT
  • PLEASE NOTE THAT ONCE YOUR ORDER HAS BEEN PLACED, WE CANNOT APPLY THE DISCOUNT CODE IF YOU DID NOT ADD IT BEFORE CHECKOUT
  • WE DON'T ACCEPT MORE THAN ONE DISCOUNT CODE AT A TIME

WHAT IF I HAVE FURTHER QUESTIONS?

  • NOT TO WORRY! PLEASE SHOOT US AN EMAIL AT SUPPORT@NUTRIVA.COM.AU AND WE WILL GET BACK TO YOU AS SOON AS POSSIBLE
SHIPPING

HOW LONG UNTIL I RECEIVE MY ORDER?

  • SAME-DAY DISPATCH FOR ORDERS BEFORE 1PM (NEXT-DAY DISPATCH FOR ALL OTHER ORDERS
  • PLEASE ALLOW UP TO 2-9 BUSINESS DAYS FOR YOUR ORDER TO ARRIVE FROM DESPATCH, FOR STANDARD SHIPPING
  • FOR EXPRESS SHIPPING, PLEASE ALLOW UP TO 1-3 BUSINESS DAYS

WHAT SHIPPING METHODS DO YOU OFFER?

  • STANDARD: 2-9 BUSINESS DAYS
  • EXPRESS: 1-3 BUSINESS DAYS

DO YOU SHIP INTERNATIONALLY?

  • NO, AT THE MOMENT NUTRIVA ONLY OPERATES WITHIN AUSTRALIA

I PLACED AN ORDER, BUT HAVEN'T RECEIVED CONFIRMATION?

  • PLEASE ALLOW UP TO 24 HOURS FOR YOUR CONFIRMATION EMAIL
  • PLEASE ALSO CHECK YOUR JUNK/SPAM FOLDERS AND ENSURE THAT YOU HAVE ENTERED A VALID EMAIL ADDRESS
  • IF YOU STILL THINK SOMETHING IS WRONG, PLEASE EMAIL US AT SUPPORT@NUTRIVA.COM.AU

MY ORDER WAS LOST IN TRANSIT/STOLEN

  • IF YOU BELIEVE THAT YOUR ORDER WAS LOST/STOLEN IN TRANSIT PLEASE CONTACT US IMMEDIATELY AT SUPPORT@NUTRIVA.COM.AU

TRACKING & ORDER INQUIRES

  • PLEASE SEE YOUR EMAIL INBOX FOR UPDATES/NOTIFICATIONS RELATED TO YOUR ORDER
  • PLEASE ALLOW 1-3 DAYS TO RECEIVE TRACKING INFORMATION VIA EMAIL
  • IF YOU'RE HAVING TROUBLE FINDING THE EMAIL, PLEASE CONTACT US AT SUPPORT@NUTRIVA.COM.AU

OTHER SHIPPING & DELIVERY INQUIRES

  • FOR ALL OTHER SHIPPING & DELIVERY INQUIRES PLEASE VISIT OUR SHIPPING POLICY PAGE
  • STILL UNSURE? SHOOT US AN EMAIL AT SUPPORT@NUTRIVA.COM.AU
RETURNS & REFUNDS

CAN I RETURN MY ORDER?

  • WE HAVE A 30-DAY RETURN POLICY, WHICH MEANS YOU HAVE 30 DAYS AFTER RECEIVING YOUR ITEM TO REQUEST A RETURN
  • TO BE ELIGIBLE FOR A RETURN, YOUR ITEM MUST BE: IN THE SAME CONDITION THAT YOU RECEIVED IT, UNUSED AND IN ITS ORIGINAL PACKAGING, YOU'LL ALSO NEED A RECEIPT OR PROOF OF PURCHASE
  • IF YOU FEEL THAT YOU HAVE RECEIVED A DAMAGED PRODUCT, PLEASE EMAIL US PICTURES AT SUPPORT@NUTRIVA.COM.AU
  • ALL SHIPPING COSTS FOR RETURNS ARE THE RESPONSIBILITY OF THE CUSTOMER AND ARE NON-REFUNDABLE, WE RECOMMEND USING A TRACKED SERVICE TO ENSURE IT ARRIVES AT OUR WAREHOUSE SAFELY
  • TO START A RETURN, YOU CAN CONTACT US AT SUPPORT@NUTRIVA.COM.AU
  • PLEASE VISIT OUR RETURN & REFUNDS POLICY PAGE FOR MORE INFORMATION

CAN I CHANGE MY ADDRESS/CANCEL MY ORDER?

  • UNFORTUNATELY WE CANNOT CANCEL YOUR ORDER, OR CHANGE YOUR ADDRESS ONCE YOUR PARCEL HAS BEEN DISPATCHED
  • PLEASE ENSURE THAT YOU ALWAYS DOUBLE CHECK YOUR DETAILS PRIOR TO PLACING YOUR ORDER
  • IF YOU WISH TO CANCEL YOUR ORDER, YOU WILL NEED TO WAIT UNTIL YOU RECEIVE YOUR ORDER AND REJECT IT, OR RETURN YOUR ORDER BACK TO US, PLEASE NOTE SHIPPING CHARGES ARE NON-REFUNDABLE AND A $10 AUD SHIPPING COST WILL ENSUE
  • FOR MORE INFORMATION, PLEASE VISIT OUR RETURN & REFUND POLICY PAGE
CONTACT US

HOW CAN I GET IN CONTACT WITH NUTRIVA?

  • FOR THE QUICKEST RESPONSE, DURING WORKING HOURS (MONDAY-FRIDAY | 9:00AM - 5:00PM) PLEASE USE THE CHAT FUNCTION IN THE BOTTOM RIGHT CORNER OF THE PAGE
  • OTHERWISE FEEL FREE TO CONTACT US VIA EMAIL AT SUPPORT@NUTRIVA.COM.AU
MOISTURISERS

WHAT IS THE DIFFERENCE BETWEEN THE PURE AND DAILY MOISTURISERS?

  • THE PURE MOISTURISER IS UNSCENTED AND FORMULATED FOR SENSITIVE SKIN. IT CONTAINS ZERO ESSENTIAL OILS, MAKING IT PERFECT FOR ANYONE WHO'S INGREDIENT-CONSCIOUS OR PRONE TO IRRITATION.
  • THE DAILY MOISTURISER CONTAINS LAVENDER ESSENTIAL OIL FOR A NATURAL, RELAXING SCENT, MAKING IT THE PERFECT CHOICE FOR EVERYDAY USE.

WHICH MOISTURISER SHOULD I CHOOSE?

  • IF YOU HAVE SENSITIVE SKIN, EXPERIENCE ECZEMA, PSORIASIS, IRRITATION OR YOU’RE EXTRA CAUTIOUS ABOUT INGREDIENTS, WE HIGHLY RECOMMEND THE PURE MOISTURISER.
  • IF YOU’RE AFTER A DAILY MOISTURISER THAT SMELLS BEAUTIFUL, FEELS LIGHT, PROTECTS, AND STILL GIVES YOUR SKIN ALL THE GOODNESS, GO FOR THE DAILY MOISTURISER.

DOES YOUR MOISTURISER SMELL LIKE TALLOW?

  • YES, WE KEEP IT FULLY TRANSPARENT. THE PURE MOISTURISER HAS NO SCENTS OR ESSENTIAL OILS, SO YOU MAY NOTICE A TALLOW SCENT.
  • BUT THAT’S ALSO WHY IT’S INCREDIBLE FOR SENSITIVE SKIN, IRRITATION, ECZEMA, PSORIASIS OR INGREDIENT-CONSCIOUS USERS. APPLY A SMALL AMOUNT TO TARGET AREAS, YOU’LL SEE RESULTS FAST.
  • THE DAILY MOISTURISER, ON THE OTHER HAND, SMELLS LIKE LAVENDER, SO NO TALLOW SCENT, JUST A NATURAL, CALMING AROMA. IT STILL OFFERS ALL THE SAME SKIN BENEFITS, BUT WITH A TOUCH OF NATURAL LAVENDER SCENT.

HOW DO I USE MY NEW MOISTURISER?

  1. APPLY A SMALL AMOUNT WITH YOUR FINGER
  2. RUB BETWEEN YOUR HANDS
  3. GENTLY MASSAGE INTO YOUR SKIN UNTIL FULLY ABSORBED

HOW OFTEN DO I USE MY MOISTURISER?

  • LISTEN TO YOUR SKIN! APPLY WHENEVER YOU FEEL LIKE YOUR SKIN NEEDS SOME EXTRA LOVE
  • REMEMBER: A LITTLE GOES A LONG WAY!

IS MY MOISTURISER SAFE FOR ACNE?

  • OUR FACE MOISTURISER IS CONSIDERED SAFE FOR ALL SKIN TYPES, INCLUDING ACNE-PRONE SKIN.
  • WE SUGGEST DOING A PATCH TEST FIRST TO SEE HOW YOUR SKIN RESPONDS.
  • IF YOU'RE UNSURE, IT'S ALWAYS BEST TO CONSULT WITH A SKINCARE PROFESSIONAL.

IS THE MOISTURISER GOOD FOR SENSITIVE SKIN, ECZEMA, AND PSORIASIS?

  • YES! WE RECOMMEND OUR PURE MOISTURISER. IT IS SPECIALLY FORMULATED FOR SENSITIVE SKIN AND THOSE WITH ECZEMA OR PSORIASIS. WITH NO ADDED FRAGRANCES OR ESSENTIAL OILS, IT’S GENTLE, SOOTHING, AND PACKED WITH DEEPLY NOURISHING INGREDIENTS LIKE TALLOW, CASTOR OIL, AND HONEY TO HELP REPAIR AND HYDRATE THE SKIN WITHOUT IRRITATION.
  • WE SUGGEST DOING A PATCH TEST FIRST TO SEE HOW YOUR SKIN RESPONDS.
  • IF YOU'RE UNSURE, IT'S ALWAYS BEST TO CONSULT WITH A SKINCARE PROFESSIONAL.

WHAT ARE THE INGREDIENTS?

  • 100% GRASS-FED, GRASS-FINISHED BEEF TALLOW
  • 100% ORGANIC CASTOR OIL
  • 100% ORGANIC HONEY
  • 100% ORGANIC LAVENDER ESSENTIAL OIL (DAILY MOISTURISER ONLY)

HOW LONG WILL MY MOISTURISER LAST?

  • USE WITHIN 6 MONTHS OF OPENING FOR BEST RESULTS
  • KEEP YOUR MOISTURISER IN A COOL SPOT AWAY FROM SUNLIGHT
  • TIP: A LITTLE GOES A LONG WAY, SO YOUR MOISTURISER SHOULD LAST 3-6 MONTHS

IS MY FACE MOISTURISER SAFE FOR PREGNANT OR NURSING WOMEN?

  • YES! OUR MOISTURISER CONTAINS NATURAL, CHEMICAL-FREE, NON-TOXIC INGREDIENTS, THAT ARE SAFE FOR USE DURING PREGNANCY AND WHILE NURSING!
  • OUR MOISTURISERS ARE ALSO CHILDRIN/KID & PET SAFE!
  • ALWAYS CONSULT WITH MEDICAL PROFESSIONALS WHEN IN DOUBT!