Frequently Asked Questions

Welcome to our FAQ page, where you can find answers to the most commonly asked

questions about us, products/services, policies, and more

1. Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest every time.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

2. How do I create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

3. How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

4. How do I pay for my orders?

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express.

5. How do I track my order?

Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.

6. Can I amend or cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

7. I have a discount code, how can I use it?

You can place it in the discount field in the checkout page when you check out.

8. How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

9. I have problems adding items to my shopping cart?

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1. Are your products vegan?

All the ingredients in our products are vegan except for beeswax. We chose to use beeswax instead of vegetable waxes as Australia doesn’t produce vegetable waxes. Our priority is to utilise Australian ingredients and since Australian produces a great amount of beeswax (by product of honey production) we have chosen to use that wax instead.

2. Are your products safe during pregnancy?

Our products do not contain any harsh chemicals (parabens, aluminium, phenoxyethanol etc) or preservatives. Pure essential oils are generally not recommended during pregnancy, however natural products contain highly diluted essential oils, so they’re generally safe to use. You should always check with your obstetrician before using a new product. We just don’t recommend using our ‘Sha’-ving balm during pregnancy.

3. Are your products tested on animals?

No we don't. We are passionate about being cruelty free. There is no need for animal testing as there are absolutely no nasties in any of our products. Our products are only tested on people.

4. Are your products safe since there are no preservatives?

Yes absolutely! Preservatives are only needed when there is water present as water enables bacteria and mould to grow. Since there is no water in the formulations then there will be no issues associated with it. However be sure to store away from moisture so it doesn’t get introduced into the product.

5. Why are there cracks and imperfections on the surface of the balms?

Our balms do not contain any filler or binder ingredients, therefore cracks may appear on the surface which is evidence that none has been used. We do not believe in using unnecessary ingredients which serves no purpose other than just for appearances sake. In addition, while these binders make the surface look consistently nice they are not natural and may not even be undesirable.

The surface imperfections are evidence that the balms are hand poured, and there may be slight variations in the volume in each container, however be assured they will all be at least the amount stated on the container.

Therefore the surface cracks and imperfections are not considered a defect, and all part of a handmade entirely natural product.

6. The scent and colour of my product seems to vary from the last product I purchased

This is normal and is a reflection of the natural ingredients we use. We make all of our natural skincare in small batches, and ingredients (especially oils) differ in colour and texture based on season and region they are harvested from. Also the herb we use to infuse in our Soothing Balm will vary between seasons. As a result, this product may vary in colour, texture and fragrance from batch to batch. This does not impact the efficacy of the product and each contains the same amount of active ingredients.

7. Why does the scent and colour of my product seems to vary from the last time I purchased?

8. Why does the Soothing Balm have a smell?

The Soothing Balm is made with Artemisia Argyi infused into our oils, and therefore will have the natural smell of it. No fragrances have been added to alter or “hide” the smell. This is deliberate as to avoid irritation as this is a soothing balm intended to soothe inflamed skin.

9. Do your products contain Parabens or Sodium Lauryl Sulfate?

All of our products are entirely free of all parabens, phenoxyethanol, preservatives and sodium lauryl sulfate. Because these ingredients are unnatural we will never use them as we are committed to only using natural ingredients in our products.

Account registration, sign in, password & linked accounts

Resetting Your Password

If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.

Changing Your Login Email Address or Password

You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.

Order status & history

Tracking an Order

You can track the status of your order online at Happyquokkaskincare.com. Click on Track Order at the top of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. Please estimate 1 - 3 business days from the time your order has shipped.

Order Statuses:

Order Submitted - "Placed" Once you have placed your order on Happy Quokka and your credit card has been authorized, your order status will appear as "Placed."

Order Processing - "In Progress"

Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 3 business days for the order to be processed and prepared for shipment.

Order Delivery - "Shipped"

Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."

Order Delivery - "Partially Shipped"

If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."

Order Returned - "Returned"

It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.

Canceling or Modifying an Order

Before you place your order, you can view the contents and the total amount in your shopping basket. Once your order is placed, it cannot be modified or cancelled so please take care and double check your order when placing it.

Partially Canceled Orders

If an item in your order is out of stock after your order has been placed, the out of stock item will be canceled from your order, and you will receive notification via email. All in-stock items in your order will be shipped. If the initial order you placed met the $60 minimum free shipping threshold for Australia, but part of your order was canceled by Happy Quokka, the order will still ship for free.

Email us

You can contact us by sending us an email to:

hello@happyquokkaskincare.com