Frequently Asked Questions

We've answered the most common questions about our products, ingredients, and practices. If you don't find what you're looking for, please reach out to us directly.

About Our Products

What is kawakawa and why do you use it?
Kawakawa is a native New Zealand plant that has been used in traditional Māori medicine for centuries. It's renowned for its anti-inflammatory, antibacterial, and skin-soothing properties. We use it because it transformed our own daughters' eczema-prone skin, and we've seen firsthand how effective it is for sensitive skin conditions.

Are your products safe for children and babies?
Yes. We created Harpella specifically for our daughters who have eczema and sensitive skin. Every product is gentle enough for children and babies. However, we always recommend doing a patch test first, especially for very young babies or if your child has severe allergies.

Can I use your products if I have eczema or psoriasis?
Absolutely. Our products were originally developed to help manage eczema. Kawakawa's anti-inflammatory properties make it excellent for soothing irritated, inflamed skin. Many of our customers use our balms and body butters to manage eczema, psoriasis, and other skin conditions. While we've seen wonderful results, everyone's skin is different, so we recommend starting with a small area first.

Are your products suitable for sensitive skin?
Yes. We formulate specifically for sensitive skin, using only natural ingredients without harsh chemicals, synthetic fragrances, or unnecessary additives. Our own family has sensitive skin, so we understand how important gentle, effective products are.

What's the difference between your balm and body butter?
Our healing balm is more concentrated and designed for targeted treatment of problem areas like eczema patches, dry skin, cuts, or irritation. The body butter is lighter and designed for all-over moisturizing and daily use. Both contain kawakawa, but the balm has a higher concentration of healing ingredients.

Ingredients & Sourcing

Where do you source your kawakawa?
We sustainably wild-harvest kawakawa from the native bush surrounding our home in Waikanae, New Zealand. We hand-select each leaf at the perfect time and harvest responsibly to ensure the plants continue to thrive for future generations.

Are your products 100% natural?
Yes. We use only natural ingredients, including plant-based oils, butters, essential oils, and botanicals. No synthetic fragrances, parabens, sulfates, or harsh chemicals. What you see on the ingredient list is exactly what goes into the product.

Do you use any artificial fragrances or colours?
No. Any scent in our products comes from natural essential oils or the ingredients themselves. We don't add artificial fragrances or synthetic colours. This is especially important for sensitive skin, as artificial fragrances are a common irritant.

Are your products vegan and cruelty-free?
Most of our products are vegan, though some contain beeswax or honey. We clearly list all ingredients on each product page. All our products are cruelty-free. We never test on animals and only test on our own family.

Usage & Application

How do I use the healing balm?
Apply a small amount to clean, dry skin and massage gently into the affected area. Use as often as needed. It's particularly effective on eczema patches, dry skin, minor cuts, insect bites, and irritated areas. A little goes a long way.

How often should I use your products?
As often as your skin needs. Our products are gentle enough for daily use, multiple times a day if needed. For eczema or very dry skin, many customers apply morning and night, or whenever they feel their skin needs extra care.

Can I use your products on my face?
Yes. Our facial serums are specifically designed for facial use, and our balm can be used on facial eczema or dry patches. If you have very sensitive facial skin, we recommend doing a patch test first.

How long do your products last once opened?
Because we use natural ingredients without synthetic preservatives, we recommend using products within 6-12 months of opening. Store in a cool, dry place away from direct sunlight to maintain freshness. Each product has a best-before date on the label.

Orders & Shipping

Do you ship internationally?
Currently, we focus on serving customers within New Zealand to ensure product freshness and quality. If you're interested in international shipping, please contact us directly and we'll do our best to accommodate your request.

How long does shipping take?
Most orders within New Zealand are dispatched within 1-3 business days and typically arrive within 3-5 business days, depending on your location. You'll receive tracking information once your order ships.

What if I'm not satisfied with my purchase?
Your satisfaction is important to us. If you're not completely happy with your purchase, please contact us within 30 days and we'll work with you to make it right. We stand behind every product we make.

Production & Quality

How are your products made?
Every product is handcrafted by us in small batches in Waikanae, New Zealand. We use gentle, low-heat methods to preserve the natural properties of kawakawa and other botanicals. Many products are made to order to ensure maximum freshness.

Why are your products made in small batches?
Small batch production ensures freshness, potency, and quality control. Your product was made recently, not months ago in a warehouse. This means you're getting ingredients at their most effective, and we can maintain the high standards we set for our own family.

Do you test your products?
Yes, on ourselves and our family first. We use the same products we sell, and our daughters with eczema are our primary testers. We never test on animals, only on willing humans who love natural skincare.

Sustainability & Values

Are your products environmentally friendly?
We're committed to sustainability. We wild-harvest responsibly, use recyclable packaging where possible, and avoid unnecessary waste. Our small-batch approach means we produce only what's needed, reducing waste and environmental impact.

What's your packaging made from?
We use glass jars, aluminium tins, and recyclable materials wherever possible. We're continuously working to improve our packaging sustainability while ensuring products stay fresh and protected.

Still Have Questions?

We're here to help. If you have a question that isn't answered here, please don't hesitate to contact us. As a small family business, we personally respond to every inquiry and love hearing from our customers.