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Frequently Asked Questions – Natural Skincare & Soap NZ At Ma's Goodie's.
Customer Queries
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Product Information
Are your products suitable for sensitive skin?
Yes — many of our most loyal customers have sensitive, reactive, or eczema-prone skin. We avoid sulfates, parabens, synthetic detergents, and artificial additives that commonly trigger irritation. If you have a known allergy to a specific ingredient, we recommend checking the full ingredient list on each product page before purchasing.
Are your products vegan?
Most of our products are vegan-friendly, however some contain animal-derived ingredients such as goat's milk, manuka honey, or beeswax. Each product page lists all ingredients so you can check before buying. If you're unsure about a specific product, feel free to contact us at info@masgoodies.co.nz.
Are your products tested on animals?
Never. Ma's Goodie's is 100% cruelty-free. We do not test on animals at any stage of our process.
What ingredients do you use?
We use natural, skin-loving ingredients including plant oils (olive, coconut, castor), natural butters (shea, cocoa), botanical extracts, New Zealand manuka honey, goat's milk, and carefully selected fragrance and essential oil blends. We never use sulfates, parabens, or harsh synthetic detergents.
Are your products safe to use on children?
Many of our gentler products are suitable for children, particularly our unscented or mildly scented soaps. However, we always recommend checking the ingredient list and doing a patch test first. If in doubt, please contact us and we can advise which products are best suited.
Our Soaps
How long will a bar of handmade soap last?
With proper care, a bar typically lasts four to six weeks with daily use. The key is keeping it dry between uses — a draining soap dish makes a big difference. Avoid leaving it sitting in water as this will cause it to soften and dissolve more quickly.
Why does handmade soap look different from supermarket soap?
Handmade cold-process soap is a completely different product from commercial soap. Each bar is made by hand in small batches, so there may be slight variations in colour, pattern, and texture between batches — this is completely normal and a sign of genuine handcrafting. It's part of what makes each bar unique.
Do your soaps contain lye (sodium hydroxide)?
All true soap is made using lye as part of the saponification process — this is what turns oils into soap. However, once the process is complete, no lye remains in the finished bar. Our soaps are safe, gentle, and skin-friendly.
Can I use your soap on my face?
Yes — several of our soaps are gentle enough for facial use, particularly our Olive Oil Soap and Goat's Milk & Manuka Honey Soap. We also have dedicated face care products if you're looking for something specifically formulated for facial skin.
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Assistance Needed
Ordering & Shipping
How long will my order take to arrive?
Orders are dispatched within 1–2 business days. Delivery within New Zealand typically takes 2–5 business days depending on your location. Rural addresses may take a little longer. You'll receive a tracking number by email once your order has been dispatched.
How much does shipping cost?
Shipping is a flat rate of $7.95 anywhere in New Zealand. Orders over $55 qualify for free shipping — a great reason to stock up!
Do you ship internationally?
We currently ship within New Zealand only. If you're based overseas and interested in our products, feel free to get in touch and we'll do our best to help.
Can I change or cancel my order after placing it?
We process orders quickly, but if you need to make a change please contact us at info@masgoodies.co.nz as soon as possible and we'll do our best to help before your order is dispatched.
Returns & Problems
What is your returns policy?
Due to the nature of our handmade skincare products and hygiene regulations, we are unable to accept returns on opened or used products. If your order arrives damaged or there is an issue with your product, please contact us within 7 days of receiving your order and we will work with you to make it right.
What if my order arrives damaged?
Please take a photo of the damage and email us at info@masgoodies.co.nz within 7 days of receiving your order. We'll arrange a replacement or store credit promptly.
I had a reaction to one of your products — what should I do?
Stop using the product immediately and if necessary seek medical advice. Please also contact us so we can note the feedback and help identify which ingredient may have caused the reaction. We take all feedback seriously and want every customer's experience to be a positive one.
Loyalty Programme
How does the loyalty programme work?
It's simple — sign up as a member and you'll instantly earn 100 points. Then earn 1 point for every $1 you spend. Once you've accumulated points, redeem them at checkout where 15 points equals $1 off your order.
How do I sign up?
Just create an account on our website and you'll be enrolled automatically. Visit our Loyalty Programme page for full details.
Do my points expire?
No, your points never expire.
Custom & Wholesale Orders
Do you make custom soaps for events?
Yes! We love creating custom soap favours for weddings, baby showers, birthdays, and corporate events. Minimum quantities apply. Contact us at info@masgoodies.co.nz for a quote and we'll work with you to create something special.
Do you offer wholesale?
We are open to wholesale enquiries from NZ retailers, gift shops, and boutiques. Please get in touch via info@masgoodies.co.nz with details about your business and the products you're interested in.
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Your Opinions
We value your feedback! Share your thoughts, suggestions, or experiences with Ma's Goodie's products. You can leave a review on our website or contact us at info@masgoodies.co.nz