FAQs

Products

All our products are very gentle, and we use mild ingredients. For particularly sensitive skin we always recommend a patch test. We have lots of customers with sensitive skin in our facebook group The MW Club - you should join!

Our hair custard is curly girl approved, our fairy locks and hair conditioner contain a small amount of amodimethicone, a water soluble silicone. Dazzling Shampoo and Argan Oil are NOT Curly Girl Method approved. 

BEST SELLERS

Alice in wonderland

Unicorn Jelly

Warm vanilla sugar

MOST POPULAR SCENTS FOR KIDS

Bubblegum

• Unicorn jelly

• Fluffy pink candy

MOST POPULAR SCENTS FOR ADULTS

Alice in wonderland

• Pink coconut frangipani

• Warm vanilla sugar

MOST POPULAR SCENTS FOR BOYS

Tygar’s roar

• Bubblegum

• Musk Sticks

MOST POPULAR SCENTS FOR GIRLS

Fluffy pink candy

• Pixie dust

• Alice in wonderland

TROPICAL SCENTS

Bora bora

• Wild passionfruit

• Pineapple whip

Yes , all our products are kid friendly, and suitable for children 6+ months. A patch test is recommended. 

Most of our products are vegan, however some are not:

• Shower Slushies contain beeswax

• Cuddly koala contains beeswax

We have only one unfragranced products, our face milk

Our products are safe to use around most pets, but we recommend to keep birds away from scented product due to their sensitive respiratory system. 

We aim to restock out of stock products as soon as possible. An out of stock product usually is restocked within a few days, unless circumstances beyond our control cause delays. 

Limited edition and special releases products are usually not restocked. 

We replenish stock weekly :)

Orders

We are sorry to hear you are not in love with the scent of the product your ordered. As scents are personal, we cannot provide any refunds or exchange if you don’t like a scent. We have a very active Facebook group you can join to ask for opinion directly to our wonderful customers The MW Clubbased on the scent notes you know you adore :)

Of course! Please leave us a note in the cart section of our website, under “order instructions”, and our friendly Unicorn Team won’t add the invoice to your order :)

Oh no! We are so sorry to hear :( In some cases a parcel sadly can get damaged in transit. This is rare, but, if this happens to you, please get in touch with us at support@mapleandwattle.com and our friendly Fairytale Specialist will take care of you.

You sure can! Please leave us a note in the cart section of our website, under “order instructions” and our friendly Unicorn team will leave a handwritten note in your parcel

We aim to have all orders dispatched within 2-3 business days, but sometimes it might take up to 7 days. If you haven’t received a tracking number within 7 days please check your spam folder. If you still can’t find your tracking number please email our friendly Fairytale Specialists at support@mapleandwattle.com and we will gladly help you.

To track your order once you receive your shipping confirmation email, please follow these steps https://mapleandwattle.com/pages/order-tracking

Once an order has been placed we are sadly unable to cancel it. Our warehouse is largely automated and orders are processed immediately after being placed.

We can change the delivery address if your order has not yet been processed. Please contact us ASAP if you need to change the address and we will do our best to accommodate you. If your order has already been processed you should contact Auspost, supply them with the tracking number and inform them of the change in address.

You can via the pickup card (left at the frontdoor or letter box), email tracking alert, sms tracking alert or via using the tracking number given to see which post office your order has been sent to for collection and collect aslong as you have photo ID no card is needed.

The post office will keep your parcel for a minimum 10 business days free of charge before they return to sender.

Visit here for options on how to get someone else to collect your parcel if you cant make it or have the option to pay the post office a flate rate of $7.05 to have it redirected to a closer post office near your work or kids school etc.. for your conveinence.

https://auspost.com.au/receiving/collecting-missed-deliveries

SHIPPING

Our processing times are between 2- 3 business days,but  during very busy periods it could be up to 7 business days. We are closed on weekends. 

Please Note: shipping times are separate from processing times. Express shipping only relates to Auspost delivery times, not how quickly your order will be dispatched. We do not provide a *jump the queue* service

To track your order once you receive your shipping confirmation email, please follow these steps https://mapleandwattle.com/pages/order-tracking

We aim to keep our shipping costs as low as possible for you. We offer flat rate standard shipping at $10.95 and express shipping at $15 Australia wide, no matter how large your order is, or how remote you live! And if your order is over $150, we will ship it for FREE !

Yes we do! 

Please note: international orders may be subject to local charges. Any customs or import duties and associated fees are charged once the parcel reaches its destination country and these charges must be paid by the recipient of the parcel. We have no control over these charges and cannot predict what they may be. Maple & Wattle cannot be held responsible for any additional charges on your order, nor can we accept a return of the order in this case. Customs policies vary widely from country to country, so please contact your local customs office for further information. If you refuse to pay these charges your parcel may be abandoned, and Maple & Wattle will not be held responsible for any loss of funds as a result of this occurrence or refund your purchase. We cannot mark international orders as a gift in order to bypass or reduce any customs fees. This is an illegal practice and as an established business we will not do this.

Our processing time is generally 2-3 business days (we are closed on weekends), with up to 7 days during busy periods.  Express shipping only affects the actual shipping time once the order has been fulfilled, it doesn’t affect the processing time for the order (all orders are filled in chronological order based on when they were received, regardless of the shipping method chosen).  As soon as an order is fulfilled, we’ll send out an update with the tracking number 😊

Detailed current information regarding delivery times is available on the Australia Post website by clicking here . Please keep in mind that ongoing challenges presented by Covid-19 are causing delays .

Yes, for your peace of mind, all parcels require signature on delivery. If you choose to have Auspost leave your parcel without a signature, please leave us a message in the NOTES section of your order. Maple & Wattle does not assume responsibility if a parcel goes missing when signature on delivery has been refused. Auspost offers a FREE parcel collect service if you prefer for your parcel to be held at the post office (please contact Auspost directly to check if this service is available in your area)

Maple & Wattle uses Auspost for all national deliveries.

Please always ensure you collect your parcel in time to avoid this issue. The customer is responsible for return to sender shipping costs when the parcel is returned to us due to missed collection. According to Auspost website, you have 10 days to collect your parcel before it's returned to us. 

Once we receive the parcel we will email you an invoice with the cost of the return to sender charges plus re-shipping charges for the value of $22.39.  The parcel will be re-shipped after payment is made.

You sure can! Just select Express Shipping at checkout :)

Orders over $150 are elegible for FREE STANDARD SHIPPING, but you can always upgrade to EXPRESS by selecting the paid option at checkout. 

You'll receive an email notification with your tracking information once your order has been shipped. If you haven't received an email within 7 business days from placing your order please check your spam folder first, and if you still can't find it please contact our friendly Fairytale Specialists at support@mapleandwattle.com with your order number. 

To track your order once you receive your shipping confirmation email, please follow these steps https://mapleandwattle.com/pages/order-tracking

The customer is responsible for return to sender shipping costs when the address has been entered incorrectly, the parcel has been redirected to a different address, or if the parcel has not been picked up in time from the post office. Once we receive the parcel we will email you an invoice with the cost of the return to sender charges plus re-shipping charges for the value of $22.39. After payment is made we will reship the parcel.

General

Maple & Wattle products are only available online, through our website mapleandwattle.com

We are not investing in influencers at this time. 

Sadly, no. We are an online retailer only.

Our cardboard boxes, tissue paper and packing peanuts are all home compostable - the packing peanuts are made from corn, and they dissolve in water. Our jars, lids and wax clamshell packaging are recyclable. 

Yes, our products are made in Australia :)

Our head office and manufacturing facilities are based on the Gold Coast, Australia - which is also where all orders are shipped from :)

Unfortunately discount codes cannot be added retroactively. Please always ensure you enter your voucher at the time of checkout as we won't be able to add a discount code after you have completed your order. 

No, we don’t offer wholesale or bulk quantities orders.

Please contact us as soon as possible if you wish to add items to your order. Due to the fast turnaround time in our warehouse we are sadly unable to edit orders after the processing has started.

No, sorry. We are not able to combine orders. 

POLICIES

If you receive a product/s that you believe has manufacturing issues we will require photographic evidence within 7 days of delivery. If photographic evidence is inconclusive, we will require the product/s to be returned to us for assessment. We will only be able to issue refunds of approved returns. Please contact us prior to returning items. Items received without a return form/unauthorised returns will not be refunded.The customer is responsible for the product/s to be returned to us. We request that you package your return appropriately, and send it via Insured Registered Post or Courier, to ensure we receive it.  We are not responsible for any Product Return damaged in transit or lost in transit.All items returned will be carefully checked by our Quality Control Team.  If it is agreed that the product has manufacturing issues, our liability is limited to a refund of the purchase price or replacement of the item in your next order, along with the refund of reasonable postage costs for the Returned Product. All refunds will be paid in the same form as the original purchase or to the same credit card used to make the original purchase.

If the product is deemed not to have manufacturing issues, and it turns out not to be eligible for a replacement or refund under the terms of this Policy, then you will be required to pay the costs of shipping the Returned Product back to you. 

Before making a purchase, please read our Policy. Please contact us at support@mapleandwattle.com within 7 days of delivery if you have an issue with your order. We will gladly address any problem relating to manufacturing issues, missing items or items damaged in transit providing you are able to provide photographic evidence within 7 days of delivery. If you do not let us know within this period, we will assume that you are happy with your order and that your items are satisfactory. We will not accept any claims for fault or damage after seven (7) days of receipt. No refunds will be given for shipping delays as they are outside of our control.Due to the handcrafted nature of the items, variations between products are to be expected.

All sales are final. No exchanges or refunds for change of mind. We are unable to offer a refund or a replacement if you don’t like the scent you ordered.

Cancellations incur a 20% restocking fee. 

The customer is responsible for return to sender shipping costs due to entering an incorrect address or failure to collect the parcel from the Post Office.  

All orders are sent with signature on delivery. Maple & Wattle is not responsible if a parcel is collected by an unauthorised person. 

To be eligible for our FREE product/shipping promotion the order total needs to be over the minimum required threshold before any shipping costs are added. If a discount is applied which brings the total under the minimum required, the order is no longer eligible.

Please contact us at support@mapleandwattle.com within 7 days of delivery if you have an issue with your order. We will gladly address any problem relating to manufacturing issues, missing items or items damaged in transit providing you are able to provide photographic evidence within 7 days of delivery. If you do not let us know within this period, we will assume that you are happy with your order and that your items are satisfactory. We will not accept any claims for fault or damage after seven (7) days of receipt.

REWARDS

Whimsical Points are Maple & Wattle Reward System, you can learn more about them by clicking the handbag icon VIP REWARDS to the bottom left of the website.

Whimiscal points can be earned by making a purchase, following us on social media, or sharing our Facebook posts! 

Points can be redeemed for a voucher code you can use on mapleandwattle.com. 

Simply click onthis link, and enter your details

No, sorry. Our system only allows one discount code per order