Frequently Asked Questions.
Everything you need to know about our products, orders, and shipping — answered.
Products & Formulas.
PureNeem blends the time-tested benefits of Ayurvedic botanicals with clinically proven actives — like Ethyl Ascorbic Acid, Niacinamide, Alpha Arbutin, and peptide complexes — to create skincare that's both heritage-rooted and scientifically modern.
Every ingredient is named on the label. Every formula is produced in a certified partner facility to GMP, ISO, and HACCP standards. Every bottle is glass, every lid is wood. Nothing is added without purpose.
Yes — most of our formulas are developed with gentle botanicals and clinically tolerated actives suitable for sensitive skin. We deliberately avoid harsh surfactants, high-percentage acids, and aggressive fragrances.
That said, every skin is different. We recommend a patch test on the inner forearm for 24 hours before applying a new product to the face, especially if your skin is particularly reactive.
No. We're committed to ingredient transparency and screen out known irritants and controversial additives — including parabens, sulfates, mineral oil, synthetic fragrances, and silicones where alternatives exist.
Where we use preservatives, we choose the gentlest effective options to ensure your product remains safe and stable. Full INCI lists are available on every product page.
Most of our products are vegan. The exception is our Mucina Silk Hydration Cream, which contains snail secretion filtrate (snail mucin) — ethically harvested and clinically recognised for its regenerative properties.
Vegan-suitability is clearly stated on every product page, and all our products are 100% cruelty-free, always.
Results depend on the product, your skin, and consistency. As a general guide:
- Hydration and barrier support — often within the first few uses.
- Clarity and texture (Neemra, Coco & Char) — 2–4 weeks of regular use.
- Brightening and tone (Luminara C) — visible shifts around 4–8 weeks, with continued improvement over 12.
- Firmness and fine lines (Rejuvence, peptides) — 8–12 weeks, longer for deeper concerns.
Consistency beats intensity. A simple routine used daily outperforms an elaborate one used occasionally.
Yes. We use glass bottles and jars, bamboo and walnut wooden lids, and recyclable corrugated paper boxes for shipping. Labels are made from recycled PE vinyl, and we minimise plastic wherever a reasonable alternative exists.
Read the full detail on our Responsibility page.
PureNeem is an Australian-owned brand, formulated and designed in Australia. Our products are manufactured in a certified partner facility that operates to GMP, ISO 22716, and HACCP standards — the same benchmarks used by leading global skincare brands.
Every batch is independently quality-tested before being shipped to our Australian warehouse.
Orders & Returns.
We accept returns for items that arrive damaged, faulty, or incorrect. For change-of-mind returns we don't offer refunds, but we're happy to discuss replacements, exchanges, or store credit on a case-by-case basis for purchases made directly through our website.
To initiate a return, please provide your order number and photos of the issue when you contact us.
To qualify for a return:
- Items must be unused, unopened, and in their original condition.
- Returns must be initiated within 14 days of delivery.
- Proof of purchase is required (order confirmation or receipt).
- For hygiene and safety reasons, we cannot accept returns of opened or used products unless they are faulty.
Contact our team via the Contact Us page with your order number and a brief description of the issue (photos help, if the product is damaged or incorrect). We'll guide you through the process and send return instructions within 1–2 business days.
Return shipping is the responsibility of the customer unless the item is confirmed damaged, faulty, or incorrect — in which case we will cover the cost and assist with the process.
We recommend using a tracked shipping service, as we cannot be responsible for parcels lost in return transit.
Contact us immediately with your order number and clear photos of the issue. Once confirmed, we'll offer a suitable resolution — a replacement, exchange, store credit, or refund — and cover the return process end to end.
Approved refunds are processed to your original payment method within 5 business days. From there, your bank or payment provider may take additional time to finalise the transaction — typically another 3–5 business days.
We process orders quickly to ensure fast delivery, so changes and cancellations are only possible before your order has been dispatched. If you need to make an adjustment, contact us as soon as possible via the Contact Us page and we'll do our best to assist.
Once an order has shipped, we're unable to intercept it.
On a case-by-case basis, yes. Depending on availability and the nature of the request, we may offer a replacement (where available) or an alternative resolution like store credit or partial refund.
Shipping & Delivery.
Yes. Australia Standard shipping is free on all orders — no minimum spend.
Yes — we ship to Australia, New Zealand, and selected international destinations. Available countries and shipping options are shown at checkout based on your address.
Estimated delivery times from the date of dispatch:
Delivery timeframes are estimates and may vary due to carrier delays, peak periods, or customs clearance.
Yes. Express shipping is available at checkout for an additional fee:
- Australia: AUD $14.95
- New Zealand: AUD $24.95
- International: AUD $59.95
Absolutely. Once your order has been dispatched, you'll receive a confirmation email with a tracking number so you can follow your parcel every step of the way.
If your order is delayed, lost, or arrives damaged, contact us immediately. We'll work with our shipping partners to resolve the issue and ensure you're looked after — whether that means a replacement, a refund, or a tracking investigation.
International orders may be subject to local duties, taxes, or customs fees upon arrival in your country. These charges are the responsibility of the customer and are not included in our product prices or shipping costs.
We recommend checking with your local customs office for guidance before placing an international order.
Orders placed before 2:00 PM AEST on a business day are typically dispatched same day. Orders placed after that, or on weekends and public holidays, are dispatched the next business day.
You'll receive a dispatch confirmation email with tracking once your parcel is on its way.
