FAQs
Frequently Asked Questions
What is your return policy?
We don't accept change-of-mind returns on opened or used products due to the personal-care nature of our items.
If your order arrives damaged, defective, leaking, or significantly different from what you ordered, please contact us as soon as possible via fernvalley.com.au with your order number, a description of the issue, and photos of the product and packaging where possible.
Once we've reviewed your claim, we'll work with you on an appropriate remedy — which may include a replacement, refund, or reimbursement of return postage if the product is confirmed faulty.
Our products are made in small batches using natural ingredients, so minor variations in colour, texture, or scent between batches are normal and not considered defects.
All products come with guarantees under Australian Consumer Law, and nothing in this policy limits those rights.
What are Fern Valley Farm products?
Fern Valley Farm creates small-batch products made with carefully selected ingredients.
Our balms are designed to be simple, nourishing and easy to incorporate into everyday life.
Because our products are made in small batches using natural ingredients, there may occasionally be slight differences in colour, texture, scent or appearance between batches. That's part of the character of a naturally made product.
Why can my balm look slightly different from my previous jar?
Natural ingredients can vary from season to season and batch to batch.
Changes in temperature can also affect the consistency of balms. A balm may become firmer in cooler weather and softer during warmer weather.
Minor variations in:
• colour;
• scent;
• texture; or • firmness
are generally normal and do not necessarily mean there is anything wrong with the product.
If something looks or smells unusual or you are concerned about the condition of your product, please stop using it and contact us.
How should I use my Fern Valley Farm balm?
Apply a small amount to the desired area and gently massage it into the skin.
A little goes a long way, so we recommend starting with a small amount and applying more if needed. Our balms are for external use only unless the individual product label specifically states otherwise. Always follow the directions and information provided on the individual product label.
How should I store my balm?
For best results:
• keep the lid securely closed;
• store in a cool, dry location;
• keep away from prolonged direct sunlight;
• avoid leaving the jar in very hot environments where possible; and • avoid introducing water or contaminants into the jar.
Natural balms may soften when exposed to heat and become firmer in cooler temperatures.
If your balm softens during hot weather, placing it somewhere cooler will usually allow it to firm again.
Can I use your products if I have sensitive skin?
Everyone's skin is different.
We recommend checking the full ingredient list before use, particularly if you have known allergies or sensitivities.
If you have sensitive skin, consider conducting a small patch test before using a new product more broadly.
Discontinue use if irritation occurs.
If you have a medical condition, serious allergy, are pregnant, are treating a skin condition or are unsure whether a product is suitable for you, seek advice from an appropriately qualified health professional.
Are Fern Valley Farm products medicines?
Unless specifically stated and appropriately registered or listed as such, Fern Valley Farm cosmetic and personal-care products are not intended to diagnose, treat, cure or prevent disease or medical conditions.
Information on our website about ingredients and their traditional or common uses is provided for general information and should not replace professional medical advice.
How do I place an order?
Orders can be placed through our website at:
fernvalley.com.au
Simply select the products you would like, add them to your cart and follow the checkout process.
How will I know my order has been received?
Once your order has been successfully placed, you should receive an order confirmation using the contact details provided during checkout.
Please check that your email address and delivery information are correct when placing your order.
I entered the wrong shipping address. What should I do?
Please contact Fern Valley Farm as soon as possible.
If your order has not yet been dispatched, we will do our best to update the delivery address. If the parcel has already been dispatched, we may not be able to redirect it.
Customers are responsible for providing accurate delivery information when placing an order.
Can I change or cancel an order after placing it?
Please contact us as soon as possible.
If your order has not yet been packed or dispatched, we will do our best to assist with changes or cancellation.
Once an order has been dispatched, we may not be able to cancel or alter it.
Your rights regarding faulty or defective products under Australian Consumer Law are not affected by this provision.
Where do you ship?
Shipping availability and available delivery options will be shown during checkout.
If your delivery address cannot be serviced, please contact us and we will let you know whether another option is available.
When will my order be sent?
We aim to prepare and dispatch orders as promptly as possible.
Fern Valley Farm products are produced and packed with care, and during busy periods, product launches, promotions or public holidays, dispatch may take a little longer.
Once your order has been dispatched, you will receive shipping information where tracking is available.
What happens if my parcel is delayed?
Occasional delivery delays can occur after a parcel has left us.
If your tracking has not updated for an extended period or your parcel appears to be significantly overdue, please contact us.
We will assist you with the available delivery information and, where appropriate, raise an enquiry with the delivery provider.
What if my parcel is marked delivered but I can't find it?
First, please:
• check around the delivery location;
• check with other members of your household; • check any safe-drop location;
• check with neighbours where appropriate; and • review the tracking information.
If you still cannot locate your parcel, contact us and we will help determine the next steps.
What happens if a parcel is returned to Fern Valley Farm because the address was incorrect?
If a parcel is returned because an incorrect or incomplete delivery address was supplied, we will contact you.
Additional shipping charges may apply if you ask us to send the order again, except where the return was caused by an error on our part or where your rights under Australian Consumer Law provide otherwise.
What if my product arrives damaged, leaking or defective?
Please contact us.
We take product quality seriously and want to know if something isn't right.
This includes products that arrive:
• damaged;
• leaking;
• defective;
• unsafe;
• incorrectly supplied;
• with packaging damage that affects the product; or
• otherwise not of acceptable quality.
Please keep the product and packaging while we investigate the issue.
What information should I send you?
To help us resolve the issue as quickly as possible, please provide, where available:
• your name;
• order number;
• a brief description of the problem;
• photographs of the product;
• photographs of the packaging;
• the product or batch information shown on the label; and
• any other information that may help us understand what happened.
Photographs can often allow us to assess an issue without requiring an opened personal-care product to be returned.
Providing photographs does not remove or restrict your rights under Australian Consumer Law.
What happens if my product is confirmed to be faulty?
We will provide the remedy that is appropriate to the circumstances and your rights under Australian Consumer Law.
Depending on the situation, this may include:
• replacement of the affected product;
• a refund;
• another appropriate remedy; or
• reimbursement of reasonable return costs where a return is required for a faulty product.
For a major failure, Australian Consumer Law provides consumers with the right to choose between a refund or replacement.
Nothing in our policy limits the consumer guarantees provided by Australian Consumer Law.
How will my refund be paid?
Where a refund is required, it will ordinarily be returned using the original method of payment unless another arrangement is agreed with you.
The time taken for the funds to appear in your account may depend on your bank or payment provider.
What information does Fern Valley Farm collect when I order online?
When you interact with our website or place an order, information collected may include:
• your name;
• email address;
• telephone number;
• billing and delivery details;
• order and transaction information;
• communications you send to us;
• website and device information; and
• other information you choose to provide.
We only seek to collect information reasonably necessary for operating our business, processing orders, communicating with customers and providing our services.
Why do you need my personal information?
We may use the information you provide to:
• process and fulfil your order;
• arrange shipping and delivery;
• communicate with you about your purchase;
• provide customer service;
• process refunds or resolve order issues;
• maintain necessary business and transaction records;
• operate and improve our website;
• prevent or investigate fraud or misuse;
• comply with applicable legal obligations; and
• send marketing communications where you have consented or where otherwise permitted.
Do you send marketing emails?
If you subscribe to our mailing list or otherwise consent to receive marketing communications, we may occasionally send you information about:
• new products;
• product launches;
• special offers;
• Fern Valley Farm news; and • other relevant updates.
You can unsubscribe from marketing emails using the unsubscribe option provided in the communication.
Transactional messages relating to an order, payment, delivery or customer-service issue are separate from marketing communications.
I still have a question. How can I contact you?
We'd love to help.
Please contact Fern Valley Farm through our website:
fernvalley.com.au
When contacting us about an existing order, including your order number will help us assist you more quickly.