Frequently asked questions

Here you'll find answers to the most common questions about our natural balms, ordering process, and what makes Kiwa Naturals unique. If you can't find what you're looking for, feel free to contact us.

What is your returns policy?

Under the NZ Consumer Guarantees Act, if a product is faulty or not as described, we will happily provide a replacement or refund.

  • Change of Mind: Due to the hygienic nature of skincare, we cannot accept returns if you simply change your mind after opening the product.

  • Reaction: If you have an unexpected reaction, please stop use immediately and contact us at info@kiwanaturals.co.nz so we can help you out.

Where are Kiwa Naturals products made?
Every single jar and tube is hand-poured in small batches at our workspace in Gisborne (Tairāwhiti). We are a 100% NZ-owned and operated family business.

Are your products natural?
Yes! We use ingredients provided by nature—like New Zealand Beeswax, Coconut Oil, and Sweet Almond Oil. We don't use synthetic fragrances, parabens, or "forever chemicals" (PFAS).

Is your packaging 2026 compliant?
Absolutely. We take safety seriously. All our products are assigned to the NZ Cosmetic Products Group Standard 2020 and meet the latest January 2026 labelling and ingredient requirements. This includes being verified free of intentionally added PFAS and Nanomaterials.

What is the shelf life of the balms?

Since our balms are anhydrous (they contain no water), they are naturally stable and don't require harsh chemical preservatives.

Unopened: 12–18 months.

Opened: We recommend using your balm within 12 months for the best experience.

Can I use these on sensitive skin?

Our Pure range is specifically designed for sensitive souls as it contains no essential oils. For our Mānuka and Kānuka ranges, we use a very safe 0.5% dilution. However, we always recommend a small "patch test" on your inner arm 24 hours before full use, especially if you have known allergies to nuts (Almond Oil) or bees (Beeswax).

Do natural products last?
Because our balms are anhydrous (water-free), they don't provide the environment bacteria need to grow. Unlike lotions that are 70% water, our concentrated oil-and-wax blends are naturally stable. We also use Vitamin E (an antioxidant) to keep the plant oils from going rancid, giving you a fresh, effective product for up to 12 months.

Will balms make my skin greasy?
A little goes a long way! Because we use Sweet Almond Oil, which is a 'medium-light' carrier oil, our balms are designed to sink in, not just sit on top. If your skin feels greasy, you've likely used too much—try a pea-sized amount and watch it disappear.

Can I buy Kiwa Naturals products in stores?
Currently, we operate as an online shop and frequently attend local markets in the Gisborne region. Follow us on social media for updates on our next market appearance!

How can I contact you?
You can reach us via our Contact Us page, or send an email to [[email]]. We aim to respond within 24-48 hours.

How much is Shipping?

$7 Flat Rate NZ-wide. We ship from Gisborne using NZPost, and you’ll get a tracking link as soon as your order leaves our whare.

Are your balms safe for pregnancy and little ones?

This is a great question! Because we keep our essential oil dilution at a very gentle 0.5%, our Mānuka and Kānuka balms are generally considered safe for use during pregnancy and on children over 2 years old.

  • For Newborns & Sensitive Mums: We always recommend our Pure balm. It is completely free of essential oils and fragrances, making it the perfect, "nothing-hidden" choice for brand-new skin and sensitive bellies.

  • The Golden Rule: Always do a tiny patch test on the inner arm first, and if you have any specific medical concerns, have a quick chat with your midwife or GP!