FREQUENTLY ASKED QUESTIONS
See below our most frequently asked questions. If you have a product specific question, we're sure it will have been answered on the product page. Read through our FAQ’s below or if you have a specific question, email our customer service team at hello@maaemo.com.au.
Your Order
I received my order and it is incorrect, what do I do?
If your Maaemo parcel arrives and an item is missing or incorrect please email our customer service team hello@maaemo.com.au within 5 business days of receiving the order. Please include your name / order number / products received.
How can I track my order?
Once your order has been dispatched from our system you will receive tracking information via email. Alternatively, you can log in here to track your Maaemo parcel.
How long will my order take to be dispatched?
We aim to dispatch all orders as fast as we can. Generally all orders are dispatched within 2 business days. Delays may occur during peak times.
How long will my order take to arrive?
We know how important your skin care is so we do our best to ensure orders get to you in a timely manner! Once we have dispatched your order from our warehouse Aus Post is responsible for its delivery. Shipping estimates below will help give you an idea of when your purchase with us will arrive. Australian Standard parcels allow 2 + business days. Australian Express parcels are next day delivery within certain areas. Unfortunately due to COVID delays next day delivery isn't guaranteed. International parcels please allow up to 10-14 business days.
Can I change my order once it has been placed?
If you have accidentally ordered the wrong product please email our customer service team hello@maaemo.com.au as soon as possible and they will try resolve the issue for you. Unfortunately if our warehouse team has already dispatched the order then we can no longer cancel it.
Purchasing Maaemo
Can I buy Maaemo products in stores?
You can! We have a large amount of wonderful stockists throughout Australia & New Zealand. View our full list of stockist here.
Do you ship internationally?
We ship our Australian made skin care world wide! If you are international and would like to purchase our products shipping rates will be calculated at the checkout for you. Please note that some countries may incur additional fees and taxes at the border. Please check with your local customs to see if these fees may apply to you.
My favourite product is out of stock, what can I do?
We are so sorry and will try to get this stocked ASAP for you! If you would like to be notified when your products are restocked simply go to the product page, select 'Notify me when available' and enter your email.
What payment methods does Maaemo accept?
We like to make things easy for you! We accept Visa, Mastercard, American Express, Afterpay, Apple Pay and Paypal.
Returns & Refunds
How do I know if the products will suit my skin?
While our skin care is made using natural and organic ingredients, everyone's skin is different and may react differently to our range of products. If you suffer from sensitive skin we always recommend purchasing the mini size Discovery Kit before committing to the full size products. We always recommend patch testing before use.
My order arrived damaged, what do I do?
If your order arrived damaged, we are so sorry. Please email our customer service team hello@maaemo.com.au within 5 business days and they will resolve this for you.
Product Information & Skin Concerns
Which products are best for my skin type?
Skin care can be confusing, we get it. To help guide you through skin issues & products we have created subheadings under our product section with all your skin concerns (dry, acne, aged etc). If you need a little extra advice please do not hesitate to email our customer service team hello@maaemo.com.au for personalised product recommendations.
Can I use Maaemo if I have sensitive skin?
At Maaemo we have carefully selected only the purest ingredients to include in our skin care (no hidden nasties). While our products are all organic and natural, if you suffer from sensitive skin we always recommend purchasing the 'Discovery Kit' before committing to the full size products.
Can I use MAAEMO when pregnant or breastfeeding?
When it comes to pregnancy and breastfeeding, we maintain the view that for a product to be deemed as ‘safe during pregnancy’ specific tests and studies need to be conducted to ensure this.
For this reason we don’t make any claims around being safe in pregnancy. We always recommend that you consult with your doctor or GP before introducing anything new to your routine when pregnancy or breastfeeding and using our products at your own discretion.
Where are Maaemo products made?
Our skincare is proudly Australian Made. We believe it is important to support all Australians and small businesses.
Are Maaemo products tested on Animals?
Maaemo does not test any of its products on animals. We are proudly vegan & cruelty free.
Which products should I use if I have oily skin?
For those in our community with more oily skin we recommend the Purifying Gel Cleanser. You can also incorporate the Fruit Enzyme Refiner, Hydrating Face Cream, Elixir, Hydra Lift Eye Gel, Revitalize Face Mist or Elimination Mask without any worries.
I have dry skin, which products will best suit my skin?
If you suffer from dry skin The Rejuvenation Clay Cleanser is the best suited cleanser for you. Our face products are all hydrating and will work in synergy with the Rejuvenation cleanser to keep your skin hydrated and retain moisture. You may want to include the Revitalize Face Mist, Hydrating Face Cream & Vitalize Face Elixir.
My skin is ageing, what would be best for me?
Don't worry, we have a range of products to help with maturing skin! Firstly, the Rejuvenation Clay Cleanser is your new best friend! It is not only hydrating, but will also work to brighten and restore. The Hydra Lift Eye Gel will support the delicate area under your eye.
Teenage skin, which products work best?
If you are a teenager and want to begin your skin health journey there is no better place to start than with natural skin care! Youth is on your side so keep things simple. The Purifying Gel Cleanser, Hydrating Face Cream and SPF will ensure healthy & clear skin.
Are Maaemo products safe to use during pregnancy?
Our products are organic and natural so they are clean as they come! Whilst our products do not contain ingredients which we have found to be unsafe during pregnancy, we still recommend that you look at our ingredients lists (fully available on our product pages) and use at your own discretion. If you are still unsure, we recommend consulting with your GP or health care provider.
Stockists
How do I become a Maaemo stockist?
If you are interested in becoming a MAAEMO stockist please email sales@maaemo.com.au and provide your website, business name and type of store / salon.
