We are here to help with any problems please phone 09-4388789 or phone text 022 689 7704
Bank Account – Viola Organics Ltd 06-0493-0363730-00
e-mail info@violaorganics.co.nz
FAQ
Online Store
Q: Why am I not seeing the 10% discount off my first order at checkout? A: If you check out as a guest instead of registering, the site won’t recognise you. Sign in and enter your details — this saves time on future orders and unlocks your 10% discount.
Q: How much does it cost to ship a parcel within NZ?
A: Urban: $5 (up to 1kg) – $9 (up to 3kg), NZ-wide.
A: Rural: $10 (up to 1kg) – $14 (up to 3kg).
Rural orders over $150: $5 (base shipping is free, but the RD surcharge still applies).
Note: Minimum spend is $50. Free shipping applies to all orders over $150 ($5 RD surcharge not included). International customers, please contact us directly for a shipping quote at info@violaorganics.co.nz.
Q: How many products fit in a 3kg parcel? A: Usually 6 to 20 items. Larger items like toners, mouthwash and hand sanitiser weigh 300–550g, and skincare jars around 250g — most other items are light, so a 3kg parcel can hold a generous order.
Q: My login details don’t work — what do I do? A: If you’ve changed your email or lost your password, this can stop you logging in. Don’t create a new account — click Reset Password and follow the link instead. You’re welcome to choose a simple, easy-to-remember password. Our store never stores your payment information.
Product Information
Q: Why are Organic Certified ingredients better? A: Organic Certified ingredients carry third-party accreditation. An independent certifying body audits the producer to confirm the ingredients are genuinely organic, from source to finished product.
Q: Do you test your products on animals? A: Never — not once, and never will. We support NZAVS, offer a large range of vegan products, and donate annually to the RNZSPCA.
Q: Why doesn’t my moisturiser absorb straight away? A: Give your skin a few days to adjust. Most brands are up to 80% water, which absorbs quickly. Ours are formulated with a much higher concentration of active ingredients — quality oils and nut butters — so they work a little differently on the skin.
Q: How long before my skin adjusts to richer creams? A: It varies. Most people notice a difference within 2 days, though it can take up to 2 weeks — and it’s worth the wait. Conventional creams are often up to 85% water, which is why they absorb fast. The question is whether that’s really nourishing your skin.
Q: Should I be concerned that there are no preservatives? A: Not with our range. We’ve refined our process so artificial preservatives aren’t needed — with one exception: our lotions include a preservative approved for organic and natural formulations. All jars and equipment are sterilised using natural products.
Q: Why do a couple of your creams include Palm Oil? A: We understand the concerns around palm oil production. Our supply comes from a sustainable, Fair Trade and Organic Certified source, certified under RSPO Principles & Criteria (2007) for sustainable palm oil production (SGS Ref# MY10/00640) and Rainforest Alliance certified in Colombia. We also offer many palm-oil-free products if you’d prefer to avoid it altogether.
Q: What is mineral oil, and why avoid it on skin? A: Mineral oil is a petroleum by-product. Rather than moisturising skin, research shows it can sit on the surface and prevent it from breathing properly — which over time can leave skin drier.
Q: What’s the shelf life of your products? A: As a general guide: up to 1 year for creams and lotions, up to 2 years for oils, toners, conditioner, roll-on deodorants and gels, and 2+ years for soaps, waxes and the bicarb range. Fresh is always best, so buy only what you need. Batch numbers read backwards — for example, 120618 means Batch #12, made in June 2018.
Q: Do you use any nano ingredients? A: No. We’ve never used nano or GMO ingredients in our formulations.
Q: What’s the difference between “Organic,” “Natural,” and “Organic Certified”? A: “Natural” and “Organic” on their own aren’t regulated terms — they can still include synthetic or lower-quality ingredients. “Organic Certified” means the ingredient has been independently verified as free from synthetic chemicals at every stage, from the ground to the jar.
Q: A product says “made with organic ingredients” — can I trust that? A: Terms like “organic,” “natural,” “eco-friendly” and “green” are used loosely across the industry, which can make it hard to know what you’re really buying. Don’t rely on front-of-pack claims — always check the ingredients list on the back.
Q: I’ve noticed tiny white lumps on my cheeks — what’s causing this? A: This can happen if a little too much moisturiser is being applied. Our creams are concentrated, so a small amount goes a long way. Using a toner regularly can also help clear pores and prevent build-up.
Q: Will your deodorants stop me perspiring? A: Our bicarb and roll-on range are deodorants, not antiperspirants. Blocking pores to stop perspiration isn’t something we consider healthy, and it can only really be achieved with synthetic chemicals.
Q: What are parabens, and why avoid them? A: Parabens are synthetic preservatives and antibacterial agents used widely in skincare. Research links them to hormone disruption, skin irritation, and their presence has been detected in cancer tumour tissue.
Q: Is it true mass-produced skincare can be up to 80% water? A: Yes. We’re registered with SpecialChem and have researched formulations from other manufacturers — most sit around 80% water as a base. By comparison, smaller boutique and organic brands typically use under 20%.
Q: I’m struggling to open my 200ml Jojoba Body Lotion pump — help? A: The pump has three parts: the spout, the insert mechanism, and the base that screws onto the bottle neck. Hold the insert mechanism firmly with your fingers and turn the spout anti-clockwise.
