frequently asked questions

frequently asked questions

Do you use chemicals in your products?


This is a question that is asked a lot in natural skincare. Technically speaking all oils are chemicals because they have a chemical composition [composition : the nature of something's ingredients or constituents; the way in which a whole or mixture is made up]. The question that people are really asking is "Do you use synthetic ingredients in your products?". [synthetic : (of a substance) made by chemical synthesis, especially to imitate a natural product]. Having cleared that up..we are happy to report Restored To Eden does not use synthetic ingredients in our products. If you do see an ingredient in your ingredients list that looks like it could be a synthetic ingredient (because you can't pronounce it), you can check our Glossary for the name to find out exactly what the ingredient is. It is necessary to preserve water based formulations and 1% of a naturally derived preservative is used in this instance.




Can you make a blend to my specifications?


Yes, if you would prefer to study our ingredients list and you like the benefits of particular ingredients, we can formulate a blend for you with these specific ingredients. Just send us an email requesting this and we will take it from there.




What preservatives does Restored To Eden use?


The preservative we use is a broad based protection which means it protects against bacteria, yeasts and mould fungi. A natural preservative is used to ensure our products remain consistent with our values to provide you with a natural product. Preservatives are used to ensure you are protected from bacteria, yeasts and mould fungi that don't belong on your skin.




Is your range tested on animals?


Our products are not tested on animals.




Is your range vegan, vegetarian?


Yes, all ingredients are plant based.




Can I use your products on my sensitive skin?


We are able to formulate a skincare product specific to your needs so let us know if you would like to know more about this and we can send you your Bespoke Skincare Analysis so can formulate a blend specific to your delicate skin's needs.




What is greenwashing?


Greenwashing is a term used in the natural skincare industry to describe the use of clever marketing strategies to mislead people into believing they are buying all natural and/or organic products. Not all products that claim to be "Organic" or "Natural" are fully organic or natural. Currently regulations allow for companies to label their ingredients as "Natural" or "Organic" if 1% of the ingredient is natural or organic, therefore a very small percentage of the product you purchase could be natural or organic, not the whole product. We use 100% natural and/or certified organic ingredients.




Changes to formulation


If you are not completely happy with the product that has been formulated for you, we are able to alter the formulation for your next purchase. Please contact us if this is the case and we would be happy to discuss any alterations to the formulation. If you would prefer the alterations are made immediately, we are happy to produce the modified version for you at 50% of the original RRP product cost.




Allergic reaction


Everyone is unique so there may be times when there is an allergic reaction due to so many variables. If this should occur be assured we have your best interests at heart and want you to be completely happy with our products and confident in putting your trust in us. For this reason, we offer the benefits of a full refund of the product purchased or you can choose a replacement product. We are happy to work with you to process through the variables that could potentially be causing an allergic reaction for you and are happy to make the modifications to your formulation. Please select your products carefully and provide all information regarding medical advice that could impact your health so that ingredients can be cross referenced and selected accordingly. As a further note to prevent allergic reaction, please follow the directions of use you received with your product when you purchased it. In the event of an allergic reaction, stop using the product immediately and if necessary, seek medical advice. Contact us to inform us of the reaction and include a photograph of the reaction in your communication.




Change of mind


We take a personalised approach to skincare so each product is uniquely formulated and blended and made to order upon order placement, Restored To Eden is therefore unable to offer a refund based on a Change of Mind. Please select your products carefully.




Damaged Item/s


If your product/s arrive damaged due to the lack of care on behalf of the postal service/courier, the costs to resend the product/s will be paid by Restored To Eden. Restored To Eden will also immediately send a new product to replace the damaged goods provided a photo of the damaged goods is sent to Restored To Eden for assessment. Restored To Eden will contact the postal service/courier on behalf of the Customer. Please send a photo of the damaged goods to rowena@restoredtoeden.com.




Incorrect Item/s Received


Due to the nature of our personalised approach to skincare, it is unlikely that you will receive an incorrect item. However, if this does occur, Restored To Eden will pay for the return postage of the item. Contact us to organise the return of the incorrect product and we will ensure the correct product will be formulated and despatched within 24 hours. Please contact us immediately via rowena@restoredtoeden.com if this should occur.




Order Cancellation


Due to the nature of our personalized approach to skincare, we commence formulation on your product immediately. An Order Cancellation will only be accepted within 6 hours of the placement of your order on our Website.




Payment


Once payment has been processed, we aim to ship all orders within two (2) business days of receipt of order. From despatch please allow around 5-7 business days for standard delivery. We accept all major credit cards as specified on our checkout page. We also accept PayPal and direct deposit into our bank account if preferred. For bank account direct debits, please contact us.




Pricing


Our prices displayed on our website are subject to change without notice at any time. Prices displayed for products do not include shipping costs. Once you access your Shopping Bag page, you will be able to select suitable shipping rates. All prices are inclusive of GST.




Product Despatch


We cannot guarantee dispatch times in situations affected by circumstances beyond our control. Despatch and delivery dates are provided as a guide only. We take no responsibility for any failure to deliver products with the expected delivery time. Please ensure your delivery address you wish to use clearly detailed when you register your details. I.e. if you enter a business address, make sure you include the business name and suite number of your business address for the delivery, not just the street number.




Shipping with Australia


A tracking number will be issued via the email address provided by the Customer at the time of purchase. Please allow 2 business days for your product to be despatched and 5-7 business days for delivery once your products have been despatched.




International Shipping


At this time we do not ship outside of Australia.




Contacting Us


We would be happy to discuss your order or any of our Terms and Conditions. Please do not hesitate to contact us by phone 03 9111 5762 or email rowena@restoredtoeden.com.




Complaints Handling


We have put in place an effective mechanism and procedure to resolve privacy complaints. We will ensure that all complaints are dealt with in a reasonably appropriate timeframe so that any decision (if any decision is required to be made) is made expeditiously and in a manner that does not compromise the integrity or quality of any such decision.




Contacting Restored To Eden regarding complaints


If you have any concerns or complaints please contact us by post at: Suite 93, 139 Cardigan Street, Carlton, Vic, 3053 Please mark your correspondence to the attention of the Privacy Officer. Steps we take to resolve a complaint In order to resolve a complaint, we: (a) will liaise with you to identify and define the nature and cause of the complaint; (b) require that you provide the details of the complaint in writing; (c) will keep you informed of the likely time within which we will respond to your complaint; and (d) will inform you of the legislative basis (if any) of our decision in resolving such complaint. We will keep a record of the complaint and any action taken in a Register of Complaints.




Terms of Use


Third Party Links The Website may contain hyperlinks and other pointers to websites operated by third parties (“Linked Websites”). Restored To Eden do not control Linked Websites and are therefore not responsible for the content of any Linked Website or any hyperlink contained in a Linked Website. Warranties provided by you You warrant and acknowledge that: (a) You are over the age of 18 and that you have the legal capacity to enter into a legally binding contract; (b) The information you provide on the website is: Correct, complete and current; and Free from any programming bugs or computer viruses, faults or errors; (c) You will comply with all applicable laws in relation to any transactions entered into on the website and you will not use the website for any illegal or fraudulent purpose; and (d) You will not impersonate any other person or allow any other person to impersonate you in use of the website. Disclaimer of Liability You agree to defend, indemnify and hold harmless Restored To Eden (and its officers, directors, agents, subsidiaries, joint ventures, employees and third-party service providers), from all claims, demands, losses, liabilities, costs, expenses, obligations and damages of every kind and nature, known and unknown, including reasonable legal fees, arising out of (a) your use of and access to the Website; (b) your violation of any term of these Terms & Conditions; (c) a breach of your Warranties set forth above regarding; (d) your violation of any law or the rights of a third party (including, without limitation, any copyright, property or privacy right); or (e) any claim that any content you submitted caused damage to a third party. This indemnification obligation will survive the termination of these Terms & Conditions and your use of the Website. To the maximum extent permitted by law, Restored To Eden will not be liable for any claim arising out of your incorrect or improper use of our Products, including use that does not comply with any Product instructions or that would be otherwise unexpected or unreasonable. These Terms & Conditions set out the entire agreement and understanding between you and Restored To Eden and supersede all prior agreements, understandings, representations and warranties, whether express or implied. These Terms & Conditions are governed by and construed in accordance with the laws of the State of Victoria, Australia, and you irrevocably submit to the exclusive jurisdiction of the courts in that State. The Terms & Conditions are effective until terminated by us, which we may do at any time and without notice to you. In the event of termination, all restrictions imposed on you by the Terms & Conditions and limitations of liability set out in the Terms & Conditions will survive. Copyright All content on this site, including graphics, icons and text are the property of Restored To Eden and are protected by Australian and International Copyright law. No part or portion of this site may be copied, sold or used in any manner for any commercial purpose without written consent.




Privacy Policy


Privacy Policy for Website Privacy Policy for Website : www.restoredtoeden.com Effective Date: 01/01/2020 This privacy policy (hereinafter "Privacy Policy") deals with the protection of Your privacy while You use Our website which is hereinafter referred to as "the Product" and which is located at: www.restoredtoeden.com The Product is owned and operated by: Restored To Eden We are committed to the protection of Your privacy while You use the Product. This Privacy Policy only applies to the Product. The Product may contain links to other websites or applications, but if that is the case, the Privacy Policy does not apply to any of those linked websites or applications. We gather certain information from users of the Product, so this Privacy Policy explains what information we collect, how we use it, and your rights in relation to it. By continuing to use the Product You acknowledge that You have had the chance to review and consider this Privacy Policy, and You acknowledge that You agree to it. This means that You also consent to the use of Your information and the method of disclosure as described in this Privacy Policy. If You do not understand the Privacy Policy or do not agree to it then please do not use the Product. 1. Definitions "Company IP"includes, but is not limited to, the contents, layout, design, colours, appearance, graphics and imagery of the Website, Content and Materials as well as all copyrights, trademarks, trade secrets, patents and other intellectual property contained in the Product, Content and Materials. "Content"means any content, writing, images, audiovisual content or other information published on the Product. "Effective Date"means the date that this Privacy Policy comes into force. "Goods"means any or all goods provided by or on the Product. "Items"means any and all of the Product, Goods, Content and Materials collectively. "Materials"means any materials, information or documentation that We may provide to You in connection with Your use of the Goods or Product including documentation, data, information developed by Us or owned by Us, and other materials which may assist in Your use of the Goods or Product. "Parties"means both You (the user of the Product) and Us (the owner of the Product) collectively. "Personal Information"means information that we obtain from You in connection with Your use of the Product. "Privacy Policy"means this privacy policy. "Product"means the website including all pages, all sub pages, all blogs, all forums, all other connected pages and all other connected internet content whatsoever, the home page or main page of which is located at: www.restoredtoeden.com "Third Party Links"means links or references to websites other than the Website, to content other than the Content or to materials other than the Materials, none of which are controlled by Us. "Us", "We", "Our"or "the Owner"refers to Restored To Eden "Us", "We", "Our"or "the Owner"also includes any employees, affiliates, agents or other representatives of Restored To Eden "You"or "Your"refers to the user of the Website. "Your Content"means any Content posted to or added to the Website, Content or Materials by You or by somebody authorised by You or doing so on Your behalf. 2. Interpretation a. In this Privacy Policy, unless the context otherwise requires, the following rules of interpretation shall apply: I. Words referring to one gender include every other gender. II. Words referring to a singular number include the plural, and words referring to a plural include the singular. III. Words referring to a person or persons include companies, firms, corporations, organisations and vice versa. IV. Headings and titles are included in this Privacy Policy for convenience only and shall not affect the interpretation of this Privacy Policy. V. Each Party must, at its own expense, take all reasonable steps and do all that is reasonably necessary to give full effect to this Privacy Policy and the events. VI. Any obligation on a Party not to do something includes an obligation not to allow that thing to be done. 3. Type of Information & How It Is Collected a. When You use the Product, We may collect information from You through automatic tracking systems (such as information about your browsing preferences). b. In addition, We may collect information that You volunteer to Us (such as information that You provide during a sign up process or at other times while using the Product). c. In order to access all of the features of the Product, You are required to register as a user. During the registration process, We collect some of Your Personal Information, in the following manner: I. We will not collect information that identifies You personally, except when You specifically volunteer that information to Us. II. The information that We will collect from You at registration includes: Name, Address, Email Address, Phone Number III. By undergoing the registration process You consent to Us collecting Your Personal Information, including the Personal Information described in this clause. You also consent to Us collecting any other Personal Information as well as storing, using or disclosing Your Personal Information in accordance with this Privacy Policy. d. In order to access some specific features of the Product, You are required to provide some Personal Information. During this process, We collect some of Your Personal Information, in the following manner: I. We will not collect information that identifies You personally, except when You specifically volunteer that information to Us when using specific Product features. These specific Product features might include, but are not limited to: A. making purchases B. receiving notifications by text message or email about events and promotions C. receiving general emails from Us II. In addition to any Personal Information that You are required to provide in order to access these additional Product features, in some cases You may be required to provide more specific information. For example, in order to make purchases, You may need to provide credit card information, billing information and postal addresses. 4. Cookies a. Cookies are small files stored on Your computer or mobile device which collect information about Your browsing behaviour. b. Cookies do not access information which is stored on Your computer. c. Cookies enable us to tailor our configurations to Your needs and preferences, in order to improve Your user experience. d. Most internet browsers accept cookies automatically, although You are able to change Your browser settings to control cookies, including whether or not You accept them, and how to remove them. You may also be able to set Your browser to advise You if You receive a cookie, or to block or delete cookies. However, if You do this, You may be prevented from taking full advantage of the Product. 5. How Your Information Is Stored a. Please note that no systems involving the transmission of information via the internet, or the electronic storage of data, are completely secure. However, we take the protection and storage of Your Personal Information very seriously. We take all reasonable steps to protect Your Personal Information. b. We use appropriate physical, digital, managerial and security systems to store Your Personal Information and to protect it against unauthorised access, destruction or disclosure. These systems include but are not limited to: https://www.wix.com/about/privacy 6. Combining Information a. We do not combine, link or aggregate any of Your Personal Information with other Personal Information of Yours which We are holding. 7. How Your Information Is Used a. We use Your Personal Information to help us improve your experience with Our Product. We may use Your Personal Information for purposes including but not limited to: I. order fulfilment. II. providing customer service to You. III. marketing and advertising to You including both direct and indirect marketing and advertising and including marketing and advertising about products that may interest You based on Your personal preferences or demographics. IV. advising You about updates to the Product or related Items. 8. Merger, Restructure Or Sale Of Our Business a. Part or all of Our business may be merged, restructured or sold including but not limited to through an ordinary sale of business or of stock, a corporate reorganisation, a change in control, bankruptcy or insolvency proceedings. b. In the event that such a merger, restructure or sale occurs as described in the preceding sub-clause hereof, We may transfer Your Personal Information, including personally identifiable information, as part of that merger, restructure or sale. 9. Email Opt In/Out If You receive an email from Us in relation to the Product and would prefer not to receive such correspondence in the future, You may follow the instructions in the email to opt out of future correspondence. You may also contact Us, using the details at the bottom of this Privacy Policy, in order to opt out of future correspondence. We will make all reasonable efforts to promptly comply with Your requests. However, You may receive subsequent correspondence from Us while Your request is being handled. 10. Accessing, Updating & Correcting Your Personal Information a. You have the right to request access to any of Your Personal Information which We are holding. b. You have the right to request that any of Your Personal Information which We are holding be updated or corrected. c. In order to request access, an update or a correction to Your Personal Information, you may contact us using the details at the end of this Privacy Policy. 11. Disclaimer Regarding Security By continuing to use the Product, You agree to the terms of this Privacy Policy. You acknowledge, agree and accept that no transmission of information or data via the internet is completely secure. You acknowledge, agree and accept that We do not guarantee or warrant the security of any information that You provide to Us, and that You transmit such information at Your own risk. 12. Changes To This Policy a. We may make changes to this Privacy Policy at any time in Our sole discretion. b. If We make changes to this Privacy Policy, unless We obtain Your express consent to those changes, then such changes will only apply to any information that We obtain from You after the date that the changes take effect. c. If We make changes to this Privacy Policy, Your continued use of the Product after the date that the changes take effect confirms that You acknowledge, accept and agree to those changes. 13. Complaints a. We take customer satisfaction very seriously. If You have a complaint in relation to Our handling of Your Personal Information, We will endeavour to handle it promptly and fairly. For Your information, an overview of Our complaints handling procedure is as follows: I. See Complaints Handling under Terms & Conditions II. If You have a complaint in relation to Our handling of Your Personal Information, You should use the following procedure to lodge Your complaint with Us: Restored To Eden Suite 93 139 Cardigan Street Carlton Vic 3053 III. If You are not satisfied with Our response to Your complaint, You may refer your complaint to the relevant external dispute resolution organisation in Your area. 14. Contact Us You can contact Us about this Privacy Policy using the following details: rowena@restoredtoeden.com




What ingredients do you use?


We use the highest quality natural and certified organic* ingredients in each of our products. Due to the personalised nature of our products, we hand select every single ingredient for each unique formulation. Therefore, each product will be different and unique. You will receive an ingredients list for each product when you receive your order. For your convenience we also have an Ingredient's List under the FAQ tab in the dropdown menu. We hope you find this helpful. *Certified organic means that the plants have been grown and harvested under strict guidelines. The manufacturer needs to meet stringent parameters in order for their ingredients to be certified organic. Certified organic ingredients are predominantly used in our products.





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