FAQ
Questions about buying from us. If you are after help with making something, the DIY questions page covers pH, preservatives, substitutions and shelf life.
Orders and shipping
Where do you ship from?
Everything is packed and dispatched by hand from Cannon Hill in Brisbane.
How long will my order take?
Orders are usually dispatched within one to three business days. Delivery time after that depends on where you are and which postage option you chose at checkout.
Are there restrictions on some products?
Yes. Isopropyl alcohol, ethanol, hydrogen peroxide and cleaning vinegar are classed as dangerous goods for transport. That can affect which postage options are available and, in some cases, where we are able to send them. If you are unsure, get in touch before ordering and we will confirm.
Do you offer local pickup?
If it is available it will show at checkout. If you do not see it, it is not currently offered.
Products and ingredients
Are your products really low-tox?
Rather than ask you to take that on trust, every product lists its full ingredients in plain English, with a note on what each one does and why it is there. Read the label and decide for yourself. That is the whole point.
Are your ingredients suitable for DIY recipes?
That is exactly what they are for. Homemade Haven exists to sell the ingredients DIY recipes actually call for, in household quantities, without the postage cost of a chemical supplier or a 25kg minimum.
Are your products vegan or cruelty-free?
Nothing is tested on animals. Most products are plant-based, though not all — beeswax is the obvious exception. Every product page lists the full ingredients so you can check.
Are your ingredients food grade?
Some are, some are not, because DIY and cosmetic use does not always need food grade. Every product page states the grade and what it is intended for.
How should I store things?
Cool, dry, out of direct sunlight. Essential oils, powders and cleaning concentrates need to stay tightly sealed.
Do your products have batch numbers and expiry dates?
Yes. Every TerraPure and SafeHaven product is made in small batches with full batch tracking and expiry labelling.
Packaging
Are your bottles recyclable?
Yes, and where we can we go further than that. Oils, blends and anything that lives on a shelf are in amber glass. Spray bottles and bathroom products are in amber rPET, which is recycled before it reaches you and will not shatter on a tiled floor. Everything is built to be refilled. There is a fuller explanation of why on Our Brands.
The recipes
Are the recipes really free?
Yes, all of them, with no account required. More than eighty recipes, free to read and free to download. We sell the ingredients, not the instructions.
I am new to DIY. Where do I start?
The Start Here page walks you through it: one recipe to make first, what equipment you actually need, and the three rules that prevent almost every problem.
The brands
What is the difference between Homemade Haven, TerraPure and SafeHaven?
- Homemade Haven is the DIY side: single ingredients and the free recipe bank.
- TerraPure is personal care. Skin, hair, deodorant and grooming.
- SafeHaven is low-tox household cleaning.
All three share the same approach: short ingredient lists, plain labelling and small-batch production. More on how they fit together.
Returns and support
Can I return a product?
For safety and hygiene we cannot accept returns on skincare, cleaning products or raw ingredients unless the item is damaged or wrong. If something is not right, get in touch and we will sort it out.
What if my order arrives damaged?
Email us within 48 hours with photos and we will arrange a replacement or a refund.
Anything else
If your question is not here, get in touch and we will answer it. If it comes up more than once, it ends up on this page.