Frequently Asked Questions

Shipping

As we make and pot the products ourselves it takes a little more time and we thank you for your patience. We aim to dispatch your Order within 3 working days but we may need up to 10 working days due to the super high volumes we've received as stated on our shipping page.- https://www.hideaway.online/pages/shipping  

We would be more than happy to update your address as long as your order has not been shipped. If your order has been shipped we can attempt to redirect your parcel with Australia Post but we can not guarantee it will be possible. Please reach out to us at orders@hideaway.online with your correct address so we can further assist! 

Please email our Customer Service team at orders@hideaway.online so they can create an enquiry with Australia Post to find out why your parcel has been returned to sender. Be sure to include your full shipping address in the email so we can confirm if it was sent to the correct address and we can ensure it’s reshipped correctly once it has returned back to hideAWAY HQ. 

We are so sorry to hear you have not received your goodies. Could you please email us at orders@hideaway.online so we can create and enquiry with Australia Post to find out more details on where your parcel may be.  

Unfortunately due to Occupational Health & Safety reasons we are unable to have customers onsite sorry! 

Because we are a company based in Australia sending goods overseas, unfortunately custom taxes will sometimes be charged on your parcel upon its entry to your country. Unfortunately customs charges are beyond our control as they are set by the local government in your country. Therefore all customers outside of Australia may be liable for any customs and import duty, quotas, permits, product restrictions and other local requirements as well as additional fees from the courier. These charges must be paid by the recipient of the parcel. We can not be liable for any customs, import duties or any other additional fees you may be charged. With customs policies varying widely from country to country, we’re unable to give an answer as to what your customs charges in your country are and what the threshold for importing Bath and Body products into your country from overseas/internationally. 

Unfortunately this isn’t something we are able to offer at this stage due to the high volume of orders processing in our warehouse each day. We can attempt to Cancel and Refund both orders so you can place a new order with all the items. Please email us at orders@hideaway.online if you would like us to do this, as we only have a small window to do so before they pass through our Dispatch System. 

Our Shipping Fee for both domestic and international orders all depend upon the origin of the parcel, final destination, weight of the shipment, value of the products, size of your parcel, speed of delivery and the amount you have ordered. Our Shipping Fee will also include a Handling Fee from our shipping carrier. Each order containing different items will result in a lower or higher shipping fee depending on how much these items weigh, their cost and size, even though the destination has not changed. We may at times have a Flat Rate Shipping Fee which are specific shipping amounts that we charge a customer based on their order. We reserve the right to change/remove our Free Shipping policy and rates at any time. 

Issue with Order

We're so sorry to hear there is an issue with your Order, this is definitely not something we want our customers to experience. Could you please send through a picture or video of your Leaking Items or Faulty Products to our Customer Service team at orders@hideaway.online so we can help further assist. 

We're so sorry to hear there is an issue with your Order, this is definitely not something we want our customers to experience. Sometimes orders might be sent in split shipments depending on stock restrictions. The best way to find out is to get in contact with our Customer Service Team at orders@hideaway.online so we can look further into this for you.
 

As we make and pot the products ourselves not only will the products all differ slightly but so will each batch. If you believe this one is not correct please email our Customer Service team at orders@hideaway.online. Please note, every fragrance will react differently on your skin and this is due to everyone having their own level of natural body oils that when combined with an essential oil or fragrance oil will always smell a little different. 

Unfortunately we are unable to make changes to an Order once they have been placed. We can only attempt to cancel and refund them so you can place a new order with the correct items. Please let us know at orders@hideaway.online if you would like to cancel your order ASAP as we only have a small window to do so before it passes through our Dispatch System. 

Make sure you check your junk/spam folder in case it has ended up there. If you still can not find it, you may have entered in your email address incorrectly or used another one. Please reach out to our team at orders@hideaway.online so they can resend it to your correct email address. Make sure to include your full name, email address and order number if you have it!  

You can manage/cancel your subscriptions via your hideAWAY account. Please note, cancelling a subscription does not cancel an order that has already been made in our system. If you have received an order confirmation for a subscription order or you are unsure of how to cancel your subscription, please send through an email to our Customer Service team orders@hideaway.online so we can help further. 

We do apologise for any inconvenience caused but unfortunately due to the nature of our products we are unable to accept them back due to change of mind. We hope you understand and can put these items to use. Make sure you select the correct product when ordering, as per our Returns policy the customer is liable for the scent/items they purchase. - https://www.hideaway.online/pages/returns 

How To

Our Whipped Soap can be used in many different ways!! Scoop a little Whipped Soap into your hand in the shower and gently massage it onto your damp skin. We highly suggest using a loofah or sponge to further lather and foam your whipped soap. Once your skin is thoroughly lathered, rinse and pat dry. To use Whipped Soap to shave your legs, dampen the skin and apply a thin layer to the area to be shaved. Rinse and pat dry.

TIPS: You can also use it as a bubble bath; just add a small amount to running water when you are filling your bath. Our Whipped Soaps can also be used to clean makeup brushes. Apply a small amount of soap to the lid and swirl the makeup brush in circular motions.
 

Magnesium is an essential mineral for your overall health and well-being. Magnesium is an important part of a balanced diet however many of us have lower levels than necessary. Absorbing the mineral transdermally (through the skin) is a great way to directly benefit from the many soothing and repairing properties. Magnesium aids with the body's natural repair process of muscle fibres, assists with restful sleep and circulation.


TIP: When applying this Body Custard, we recommend using a 10 gram amount to apply to the affected area. Our 200 gram Magnesium Body Custards contain 4 grams of Magnesium. In this case, each application will be using a 200 mg amount of magnesium. 

We recommend using a 10 gram amount and messaging this into your skin gently. Marine Collagen can aid in stimulating the synthesis of collagen which is critical for healthy and young looking skin. With skin firming properties and natural anti-inflammatory properties, our hideAWAY body custard can assist in leaving your skin feeling smoother, radiant and hydrated all while smelling amazing thanks to the selection of our signature hideAWAY scents available. It is exclusively gained from Non-GMO ingredients and it is free of any GMO fragments. Our Marine Collagen is grown, harvested and processed with the strict principles to ensure this is sourced ethically. 

The best way to use our Body Balm is by rubbing your fingers in circular motions on the product to warm it. This will produce heat on the surface of the product to thin the consistency and make it easier to apply.

TIP: This product is great for super dry areas such as elbows, knees and heels. 

These ones can be applied straight to the skin from the pouch and gently massaged into the skin for the best results. Our Body Butter Oils can be used in the ends of your hair, acting as a serum to moisturise and nourish, leaving it looking radiant. A small amount of our Body Butter Oils can be added to the bath to help moisturise and nourish the skin. Also making the water smell delicious.

TIP: Our Body Butter Oils can be placed in the fridge to thicken the consistency. This is great for the warmer months as it goes on cooler and soothes the skin. 

This is up to the individual and how strong you would like your fragrance to be. We suggest using 1-3 drops of fragrance oil in our Mini Diffusers (60ml) and 3-5 drops in the Large Diffuser (300ml). We recommend using our Diffusers in a well-ventilated space, out of reach of small children and animals. 

Product Queries

We are constantly working hard to produce and restock our goodies. However if the product is currently sold out on the website we can’t be certain when it will be back! We suggest to head back to the Product Page and sign up for a Restock Notification Email ("EMAIL WHEN AVAILABLE"), so that once this item becomes available you'll be the first to know. We hope you find something else you love soon. Stay tuned to our socials to be kept in the loop for all the updates. 

Please see below the updated name changes.

 

Bora Bora = Lychee & Guava Sorbet

Bali = Lemongrass Lime

Phuket = Coco Mango

Sex on the Beach = Tropical Punch

Monkey Farts = Funky Monkey

Flowerbombe = Flower Power

Lady Millionaire = Boss Babe

Pink Sugar = Pink Candy

If your product is not on this list and you believe it may be incorrect please email orders@hideaway.online so they can get the right product to you.  

Yes!! All of our products are cruelty free and we do not test on animals. 

Our soaps are handmade which means they are generally softer than commercial soaps due to the process and ingredients. When made traditionally, soap contains glycerin which is a skin moisturiser, emollient (skin softener) and a humectant (draws moisture to it), and will hydrate the skin while bathing. This is a natural by-product of the soap making process. Some soap companies go through the process of removing glycerin from their soaps. Therefore, commercial soap does not have the same benefits as a well balanced handmade soap bar. Soap without glycerin can be harsh and drying; using it can lead to excessively dry, itchy and ashy skin.


TIPS: To make your soap last longer, use a soap dish that has good drainage. Handmade soap is rich in natural glycerine, so good for your skin but does not like to sit in a puddle of water! Try to keep your soap dry between uses.  

Our Production Team has assured us that this is completely normal as the oil is made with Sweet Almond Oil, Jojoba Oil, Rosehip Oil and Shea Butter. These ingredients can solidify depending on the weather change. You just need to massage it into your skin for a little longer and it will then melt with the heat of your skin and hand and should absorb into your skin normally. 

A few months ago we swapped to high quality, ethically sourced premium Mica colouring (FDA approved) and this colour is slightly pale in comparison to our previous colouring. However we are now in the process of phasing out colouring from some of our products. Moving forward, all Body Custards will be produced without Mica Colouring, however during this transition period your Body Custard may be coloured. If you have any concerns please email our CS team at orders@hideaway.online  

For maximum shelf life please ensure your hideAWAY goodies are stored in a cool, dark, dry place and the lid is secured tightly.

‘Opened’ shelf life time frames are to be used as a guideline only. Shelf life may vary depending on the environment in which the products are stored.

Whipped Soap: unopened - 12-18 months (opened - 10 months)

Body Wash: unopened - 6 months (opened - 5 months)

Sugar Scrub: unopened - 6-8 months (opened - 5 months)

Body Custard: unopened - 8-12 months (opened - 6 months)

Bath Bombs: unopened - 12 months (opened - 3 months)

Body Butter Oil: unopened - 6 months (opened - 6 months)

WhipScrub: unopened - 6-8 months (opened - 5 months)

Bath Salts: unopened - 12-18 months (opened - 10 months)

Body Milk: unopened - 8-12 months (opened - 6 months)

Body Balm: unopened - 8-12 months (opened - 6 months)

Body Mist: unopened - 12-18 months (opened - 10 months)

Hand Sanitizer: unopened - 12-18 months (opened - 10 months)

Bubble Bath: unopened - 6 months (opened - 5 months)

Soap Bars: unopened - 12-18 months (opened - 10 months)
 

Our Body Mists are designed for your skin and have many beneficial properties contained and packed full of moisturising and skin loving ingredients like Vitamin B5 and Witch Hazel to get the best of both worlds every time you use it. Our Room Sprays are a more concentrated formulation which fills your home with the luscious scents you know and love. It can be used as an air freshener, deodoriser, toilet spray or even a linen spray.  

We try to keep our products as natural and organic as possible in their production to bring ethical, effective and pleasing lines to our customers. Our fragrance oils consist of many aromatic ingredients, some natural and some synthetic, similar to what can be found in most consumer perfumes and other body products. The natural components are extracted from plants or flowers and the synthetic components are manufactured from man-made materials. The synthetic ingredients are included to optimise quality and provide an array of true to life results. Essential oils alone do not blend well with many other ingredients and therefore will not give you the best scent throw. Please read the ingredients list on the individual product page for more information. 

Unfortunately, our Bundles and Sample Packs are set and we are unable to customise them. We do hope that this is something we may be able to offer in the future. 

Our Body Butter Oils and Body Custards can be placed in the fridge to thicken the consistency. This is great for the warmer months as it goes on cooler and soothes the skin. 

We can confirm that these are generally quite hard and need heat from your fingertips to be used. We normally suggest rubbing your fingers in circular motions on the product in order to use it. Once the product heats up, it should be easier to use. 

We apologise for any confusion caused! However, we can confirm that this is the Batch Number/Date not the expiry date. You can find the shelf life of all our products above in the Product Queries section of our FAQ's. 

Health Queries

We highly recommend our products for people with problem skin. Many of our customers that struggle with itchy, dry, or sensitive skin have found that our products are super gentle, moisturising and don't irritate them. However, we can’t guarantee that the same product will work for you and we always recommend doing a small patch test before using the product all over. We try to keep our products as natural as possible but some of our products do contain a combination of natural and synthetic fragrance oils. We suggest trying our Naked Body Custard, which contains no fragrance oil, to see if these ones will work for you. Please read the ingredients list on the individual product page for more information. 

Yes. The following products are Vegan friendly!! (excluding Honey Bee).

- Body Milk

- Whipped Soap

- Body Butter Oil

- Sugar Scrub

- WhipScrub

- Organic Coconut Soap

- Bath Salts

- Body Wash

- Body Mist  

Yes! We can confirm that many of our products are gluten free. We have provided a list below of all the gluten free products in our range. We always suggest double checking the ingredients listed on our website before use. We also always recommend doing a small patch test before using it all over.

- Body Custard

- Whipped Soap 

Yes, all of our products are paraben free! 

Unfortunately, most of our products contain a combination of nut derivatives. Our Whipped Soaps, Bath Bombs and Body Washes do not contain any nut oils but as these products are produced in the same factory and made using a lot of the same equipment they may contain traces of nuts. We provide a full ingredients list for each product on our website. We always recommend doing a small patch test before using it all over. 

Safety Queries

Yes!! You can use our products during pregnancy. We try to keep our Products as natural as possible where we can! If you have any underlying issues we suggest you consult your doctor with the ingredients listed on each individual product on our website. 

In general most of our essential and fragrance oils are safe to be used as instructed in a water diffuser around pets. However we recommend researching which essential oils might harm pets, and using all essential oils in a well ventilated area. Please ensure they are not within reach of pets or children. If you have any concerns or irritation occurs, please consult your VET. For more information check out the link provided - https://www.health.qld.gov.au/news-events/news/using-essential-oils-safely 

We don't recommend using our products on children under the age of three as a guideline. If you have any concerns, please refer to the full list of ingredients listed on each individual product on our website. If irritation occurs, please discontinue use immediately and consult a doctor.

Ingestion of a mouthful or less may cause a mild laxative effect. Give the child a few sips of water and observe for symptoms.

Products like Reed Diffusers, Aroma Beads, Essential Oils, Fragrance Oils, Bath Salts and Sugar Scrubs can be dangerous if ingested orally - seek medical attention immediately if ingested.

We strongly advise to Call your local Poison Center for further advice as the calls are answered by Pharmacists specially trained in toxicology and the provision of poisons information.

Australian Poison Control Helpline: Call 13 11 26

New Zealand Poison Control Helpline: Call 0800 POISON (0800 764 766)

USA Poison Control Helpline: Call 1-800-222-1222
 

Checking Out

Aw sorry to hear you've been having troubles at checkout! We can't be sure what's going wrong for you. What we usually suggest is to switch from your current device to a computer if possible, and checkout using either Google Chrome or Firefox as these browsers support our website the best. If there is an error message that displays, please send this through to our Customer Service team at orders@hideaway.online so they can look into it for you. Fingers crossed it works for you! 

We have many different payment options listed below.

- Master Card

- Visa

- American Express

- AfterPay

- PayPal

- LayBuy

- ZipPay

- Gift Cards

- Shopify Pay

- Google Pay

- Apple Pay 

Some options may not be available in your country. Please contact us at orders@hideaway.online if you have any questions. 

Aw sorry to hear you’re having troubles at the checkout! What we usually suggest is to switch from your current device to a computer if possible, and checkout using either Google Chrome or Firefox as these browsers best support our website. Please note, you need to ensure if you decide to use a discount code that your total is still over the required amount once applied to qualify for free shipping. Make sure you do not have any subscription items in your cart as these do require a shipping fee to be charged. If your Free Shipping is still not applying at checkout and your order meets these requirements please send through a screenshot of your cart to orders@hideaway.online so they can further assist. 

Packaging

Unfortunately, we do not have wrap around labels on all of our products at all times. The ingredients list and other important information can be viewed on each individual product page. If you have any concerns about incorrect labelling on your products, please reach out to our Customer Service team at orders@hideaway.online so they can further assist! 

We have many different products that may vary slightly in appearance due to availability of raw materials. Please make sure you check the product page as it will inform you if your bottle, lid, box or label may vary. If you still are unsure, please reach out to our Customer Service team at orders@hideaway.online so they can further assist! 

General Enquiries

Unfortunately at this stage we won't be offering any Wholesale orders as we are concentrating on fulfilling our current orders only! 

This is not something we currently offer due to the large amount of orders that are processed through our warehouse. All domestic orders do not contain pricing information, packing slips or invoices with the parcels. 

Some customers have found that our Body Butter Oils and Body Custards are super Gentle and Moisturising on their skin and help prolong their Fake Tan. However we cant guarantee that the Same product will work for you. Please note, we always suggest doing a Small Patch Test on your skin before using the product all over. 

That's a really great question to ask and we love that you care about the environment.​ We use Green-Pak Enviro Fill to help prevent our products from getting damaged in transit. Enviro Fill is an environmentally friendly packaging solution. The loose void fill chips are made from a starch mixture extruded into Enviro Fill. The packing peanuts provide cushioning without compromising the protection of packaged items. It is 100% biodegradable and water-soluble, ensuring ground water is not polluted. 

If you have ordered a PRE-ORDER item, payment on this order will be processed at the time of purchase and an estimated dispatch date will be listed on the product page. If you do have additional products included in the order with your pre-order item, the full order will be shipped together when your pre-ordered item is ready to be shipped. You will then receive a shipping confirmation email to let you know that your entire order has been dispatched. If you are yet to make your pre-order, we kindly ask that you order additional items separately so we can get them out to you straight away. Please see our full terms and conditions for further details. - https://www.hideaway.online/pages/terms-and-conditions 

That's a really great question to ask and we love that you care about the environment.​ Our containers are 100% recyclable! Unfortunately we are unable to receive this one's back to us due to hygiene reasons. You are more than welcome to re-use these ones otherwise you can recycle them responsibly.


TIPS: You can use the empty containers for many different purposes such as, jewellery storage, hair ties/bobby pins, cotton wool pads, kids arts and craft pieces and pot plants. 

Unfortunately we do not offer free samples. Hopefully this is something we can offer to our HideAWAY Customers in the future. Be sure to sign up to HideAWAY Mail to be kept in the loop for any upcoming promotions​. We do however have Samples Packs available for you to try some of our fragrances to see what you like. - https://www.hideaway.online/collections/starter-packs 

Unfortunately, this is not something we offer at this time. 

If you have attempted to unsubscribe from our text messages by replying STOP, our emails by clicking the unsubscribe link at the bottom of the email or facebook promotions by replying STOP or UNSUBSCRIBE and have been unsuccessful could you please email our CS team at orders@hideaway.online so we can assist in blocking your details on any further promotion lists.