Frequently Asked Questions
Are your skincare products suitable for all ages?
Yes, our products can be enjoyed by all ages and skin types including sensitive and acne-prone skin. Our skin care products are very gentle, with non-irritating formulas that have been thoroughly tested. Our super mild Natural Creamy Cleanser and fragrance-free Nourishing Natural Day Cream are popular options for teenage skin. We suggest you always patch test first to check for allergies to any natural ingredients.
How do you choose your ingredients?
A huge amount of research has gone into the ingredient selection for the formulation of our products. The two main things we consider are:
1) How effective is the ingredient?
Every ingredient has been chosen for its superior ability to hydrate, nourish, repair, and protect skin. Our carefully selected botanical oils and concentrated extracts are rich in powerful antioxidants and nutrients which help to nourish and protect the skin, stimulate cellular regeneration, and slow the breakdown of collagen and ageing. All our ingredients are used in high enough quantities to make them effective.
2) How safe is the ingredient?
We thoroughly research all ingredients before including them in our formulas. Our information is derived from up-to-date scientific studies, not random websites.
All ingredients used in Scenturie products are natural, safe, and FREE from nasty chemicals, known irritants, and animal products.
We NEVER use parabens, sulfates (e.g. SLS, SLES), phthalates, silicones, synthetic fillers, mineral oils, petrochemicals (e.g. propylene glycol), phenoxyethanol, BHAs, ethanolamines (e.g. triethanolamine (TEA), diethanolamine (DEA) and ethanolamine), ethoxylated ingredients (e.g. polyethylene glycol (PEG), ethylene glycol, ceteareth-20, steareth-20), synthetic fragrances, or synthetic colourants as research has shown these chemicals to be harmful to our bodies and the environment.
We follow international guidelines for the safe use of essential oils in our products.
We test all products thoroughly on ourselves, family, and friends before they become available to buy on our website.
We are passionate about caring for our environment and our planet. We consider what effect the ingredients we use have when washed down the sink or shower. We are confident that all our chosen ingredients are safe when returned to our environment because that is where they came from in the first place.
We are proud to show all our ingredients on our website and take pride in our recipes.
Where are your products made?
All Scenturie products are hand-crafted in small batches in Aotearoa / New Zealand using the freshest, highest quality, natural ingredients available. All raw ingredients are sustainable, environmentally friendly, free from harmful chemicals, and sourced from approved local suppliers and distributors within New Zealand.
Where should I store my Scenturie skin care products, and do they have an expiry date?
Scenturie products are formulated with the purest plant oils and botanical extracts. Due to this we recommend storing products upright, in a cool dark place, out of direct sunlight. Lids should always be replaced after use and once opened the product should be used within six months.
The best before date for our products is noted on the back of the product label. We can only guarantee the effectiveness of our products up to this date, however, generally the products maintain integrity well beyond the best before date!
*Please note that dipping your finger into a jar of face cream is a potential source of bacterial contamination and can reduce the lifespan of your product. Ideally avoid ‘finger dipping’ and use a small clean spatula, or similar, to remove your product from its jar and keep the product functioning at its best.
Do you use preservatives in your products?
Our non-water containing products, such as our face oil and cold-pressed soaps, are preservative- free. All water-based skincare products require a preservative to protect against moulds bacteria, and yeasts. Scenturie only uses Ecocert and BIO-GRO approved natural preservatives for the gentle preservation of our skin care products and to ensure the safety of our products for human health.
My product has a slightly different consistency/ scent/ colour to the last one, what has changed?
There can be slight variations from batch to batch when working with natural ingredients and this may cause a slight change in texture, smell, and/or colour. The colour may change after having used the product for a couple of weeks due to the top layer of cream being exposed to air and mixing through the cream. The product itself it still effective and safe to use.
Are your products certified organic?
All Scenturie products are made from natural ingredients, but they are not certified organic. Organic certification can be useful when it comes to unprocessed food to ensure it is pesticide-free or non-GM, however, when it comes to skin care, ingredients are usually refined in order to draw out the pure oils and other cosmetic grade ingredients. Impurities and unwanted components are filtered out which means they become free of pesticides. Cosmetic grade ingredients, whether natural, organic, or synthetic, need to be delivered with purity standards.
We have chosen to focus on using the highest quality, natural ingredients based on what nutritional benefits they offer to our skin, rather than whether they get the tick of approval by organic certifying bodies. We believe that ‘Natural’ is best.
Are your products Vegan?
Yes, all Scenturie products are 100% vegan. We use no honey, no milk, and no silk in any of our products. Plants are the richest natural sources of vitamins, minerals, antioxidants, and other essential nutrients available to us and we believe that animal products are not needed in our skincare. We love animals and we NEVER test our products on animals.
Are your products palm-oil free?
We have chosen to avoid using palm oil and palm oil derivatives in our formulations, wherever possible. We use ‘Brassica alcohols’ as one of our chosen emulsifiers, which are naturally derived from waxes found in plants from the Cabbage (Brassica) family. They are a palm oil-free natural alternative for fatty alcohols used in skincare products. The other natural emulsifiers we use are cetearyl olivate and sorbitan olivate. These ingredients are developed from natural olive derivatives, however, the manufacturing process involves combining them with the ingredient cetearyl alcohol which is a RSPO-certified palm oil derivative. We are always on the lookout for an effective 100% palm oil-free emulsifier but to date we have not found one. This is the closest we can currently get to achieving palm oil-free status.
What perfumes and fragrances do you use in your products?
We only use natural essential oils and extracts in our products. No synthetic fragrances are ever used in Scenturie products.
What is the pH level of your products?
Scenturie skin care products are formulated to be within the recommended pH range compatible & complimentary to the skins’ pH value of 4.5-5.5. Read more about the importance of pH here.
Soap has a higher pH than skin, is this bad for my skin?
Soap is a wash-off product and for it to effectively cleanse the skin a slightly alkaline pH is required. Soap is the alkali salt of a fatty acid and is therefore alkaline in nature. Cold-pressed soap is made with natural oils and is a gentle cleansing product which is much kinder to the skin than detergent. Well-formulated cold process soap has a pH value between 7-10 and is a very mild cleanser.
Most commercial soap bars are not real soap at all, they are called synthetic detergent bars. They are made from synthetic chemicals and petroleum distillates and are harsh on the skin with pH values higher than 10.
In addition to a lower pH, cold-processed soap contains the natural by-product glycerine which acts as a humectant helping to protect and seal moisture into the skin. Glycerine is highly valued in the cosmetics industry and many commercial soap companies remove it from their soap to sell to other companies. This can cause commercial soaps to be very drying to the skin. Natural cold-pressed soaps that contain glycerine cleanse effectively and leave the skin feeling beautifully moisturised. Studies have shown that long-term continuous use of natural cold-pressed soap does not affect the pH-maintaining mechanism of human skin.
**NB: Unfortunately, many soap companies (even some natural soap companies) that use natural oils for their soap choose to use palm oil which we are against. Did you know there are over 200 names for palm oil derivatives?
Scenturie does not use palm oil in its soaps.
Do you have samples you can send to me?
This can be arranged. Please contact Tania at: email@example.com.
We have a 100% customer satisfaction policy, so if you do happen to react or are unhappy with the product you can return your product for a refund or exchange.
How are your candles different to others?
Our beautiful candles are hand-crafted with pure organic coconut wax and soy wax, both of which are eco-friendly, vegan, and sourced from sustainable, easily renewable crops. Unlike many cheaper commercial candles which are made from petroleum-based paraffin wax, our pure coconut and soy wax candles burn cleanly and slowly so you can enjoy the warm glow and pure natural fragrance without worrying about damaging your health, home, or the environment.
Almost all candle companies use synthetic fragrances to scent their candles. We only use pure 100% natural essential oils to fragrance our candles, we NEVER use synthetic fragrances.
Our wicks are all made with 100% natural unbleached cotton and a paper braid which helps to deliver a more complete combustion and a cleaner burn.
Our exquisite glass candle vessels add a touch of sophistication and compliment any décor. Our glass vessels are sourced locally and are produced using a hand mould process rather than machine automation, ensuring stronger, safer glass with greater heat resistance than others on the market. Better still they are reusable so when you have finished burning your candle you can clean out the excess wax and use the jar to store special items.
Do your candles have a strong scent?
As our candles are fragranced with essential oils only the scent is more natural, delicate, and subtle than candles scented with synthetic fragrance oils.
How do I care for my candle?
You can find our ‘Candle Care & Safety tips’ here
When my candle is finished how do I get the excess wax out so I can reuse the vessel?
Remember - do not let your candle burn to the bottom of the vessel as carbon deposits can form which may ignite. Always leave at least 1cm of wax in the bottom of vessel to avoid cracking. Excess wax can be removed by placing the cold candle vessel in the freezer for a couple of hours. Once you take it out you should be able to slide the excess wax out.
If I buy a candle from you and I do not like the scent can I return it?
Our candles are beautiful, we have spent many months testing them and we want you to be completely happy with your purchase. We understand that it is difficult buying a ‘scent’ online without testing it first so if you receive your product and decide that it is not for you we are happy to offer a full refund or exchange (excluding freight) on items returned within 30 days of purchase. Products will need to be in original, un-used condition and return freight will be at your own expense. Once your product has been returned and approved, your refund will be processed within 3-5 working days.
ALLERGIES, SENSITIVITY, PREGNANCY
I have extremely sensitive skin will I react to your products?
Everyone is different and what works for some will not for others. Some people have allergies to natural ingredients. It is suggested that people with extremely sensitive skin avoid any products with natural or synthetic fragrances just to be safe. Scenturie Day cream is fragrance-free and is a good option for people with very sensitive skin, but it is recommended you perform a patch test first to ensure no reaction occurs.
How do I perform a Patch Test?
Apply a pea-sized amount of product as close as possible to the most affected area and leave for 24 hours. If any sort of irritation occurs, discontinue use immediately. If you do not experience any irritation you may go ahead and use as directed.
I have a nut/ soy/ wheat allergy/gluten intolerance, can I use Scenturie products?
Some Scenturie products contain nut oils, palm-free glycerine (manufactured from rapeseed and/or soybean oil), and/or sodium hyaluronate (produced from bi-products of the bacterial fermentation of corn, wheat, and yeast extract). The extraction methods for these ingredients usually remove the allergy-causing proteins however we cannot guarantee that all traces have been eliminated.
If you have a nut/ soy/wheat allergy or gluten intolerance we recommend that you patch test first or consult your medical practitioner before using any new skincare product.
You can find the full ingredients lists on the product pages on this website and on all product packaging. Or contact us for advice.
Are Scenturie products safe to use during pregnancy and while breastfeeding?
Yes, all our products are considered safe for use during pregnancy and breastfeeding. We recommend patch testing for all products as hormonal changes during pregnancy can make the skin become more sensitized, even to natural ingredients.
All our products, except for our Day Cream and fragrance-free soaps, contain essential oils which some internet sites suggest avoiding during pregnancy. This usually refers to aromatherapy or applying the oil directly to the skin. All Scenturie products meet the conditions of the NZ EPA and Cosmetic Products Group Standard, as well as the International Fragrance Association (IFRA), and essential oils are used in extremely low quantities within the recommended guidelines for skin care products. It is a personal choice over whether to use fragranced products or not when pregnant.
SHIPPING AND RETURNS
How much is shipping and when can I expect my parcel if I placed an order today and live within New Zealand?
Scenturie offers FREE SHIPPING on all orders over $49 (within New Zealand only). For all orders under $49 a flat-rate shipping charge of $6.50 will apply. If a discount brings your order total below $49, a shipping charge of $6.50 will still apply. All prices are in New Zealand Dollars and include GST.
How are your orders shipped?
All orders are sent via national courier companies and require a signature as proof of delivery. Please detail any additional delivery instructions in the message box of the shopping cart. If you would like the order left if you are not home, please state this on your order. **Please note – we cannot replace any missing orders that have been left on request.
When will I receive my order?
Our aim is to dispatch all orders within 2 working days of receipt. Any orders placed over the weekend or during public holidays will be dispatched as soon as possible when we re-open for business. Estimated delivery to non-rural addresses is 2-3 working days, deliveries to rural addresses is 3-5 working days. Weekends, public holidays, adverse weather events, and infrastructural complications may cause additional delays.
Do you deliver to PO boxes?
Unfortunately, we are unable to deliver to PO boxes, please provide your physical address for shipping.
Can I pick up my order?
All Scenturie orders are shipped, there is no pick-up option.
Do you ship internationally?
We currently offer shipping to Australia and hope to be shipping to other countries soon.
Flat rate from NZ to Australia: Airmail Priority/Non-Tracked $17.50 (up to 2 kg).
If your order weighs more than 2kg we will email you with an updated shipping charge.
(Please allow up to 10 working days for delivery).
All prices are in New Zealand Dollars and include GST.
*Please note that any customs and duty charges are the responsibility of the purchaser.
*Please note that the ‘Luxury Gold & Glass Candle’ and ‘Classic French Medium White candle’ ranges are excluded from the above two shipping options due to the fragile nature and heavy weight of these items. Please make contact with us if you live in Australia and would like to purchase these items and we can calculate special shipping rates for you.
What if I want to cancel my order after I have placed it?
Cancellations can only be accepted before the order has been dispatched. If the cancellation is received after the order has been dispatched, then the order is considered valid and the customer is liable for the full payment. If you wish to cancel your order, please contact us as soon as possible.
What if I am not happy with my purchase and want to return it?
Scenturie has a 100% customer satisfaction policy. If you are not satisfied with a product(s) you have purchased online, we are happy to offer a refund or exchange on items returned within 30 days of purchase. Simply contact us via email firstname.lastname@example.org explaining your reason for returning the product(s) and whether you would like a refund or exchange. This must be done within 14 days of receiving your product(s), and the product(s) must be substantially unused. (Please note: all candles must be returned in original, unused condition complete with packaging). Return freight will be at your own expense. Once your product has been returned and approved, your refund will be processed within 3-5 working days. When returning goods, please keep proof of return in the event the parcel goes missing in transit.
*Please note that within our obligations under the Consumer Guarantees Act we do not offer product refunds or exchanges for ‘change of mind’ after purchase.
Please mail any returns to:
14 Chilton Place, Howick,
Auckland, 2014, New Zealand
What if my products arrive damaged?
We accept responsibility for properly packaging and addressing the goods as instructed. If your order is mislaid or you receive goods that have been damaged in transit, please contact us immediately and we will work to rectify any such issues promptly. Please check all packages carefully, by signing for a consignment you are formally accepting the goods in the condition in which they were received. Notification of damage MUST be received by email within 5 days of receipt and accompanied with a photo confirming the damage.
SCENTURIE REWARDS PROGRAMME
What is the Scenturie Rewards Programme?
The Scenturie Rewards Programme is a loyalty programme. Scenturie members are rewarded for purchases with Eco points that can be redeemed for discounts.
How do I earn Eco points?
Firstly, register for an account on the Scenturie website, it is easy and free. If you already have an account you are all set to start earning Eco points. Every time you complete a purchase on the scenturie.co.nz website you earn Eco points. For every dollar you spend on Scenturie products you earn 1 Eco point: $1 = 1 Ecopoint
Shipping is excluded.
When do I receive my Eco points?
Eco points are added to your account as soon as your payment is processed.
How do I redeem my Eco points for a reward?
Once you have earned 250 Ecopoints you will receive an option at checkout to redeem your points for a $10 discount off your purchase.
Do my Eco points expire?
Points expire 12 months after date of purchase.
If I cancel an order or return a product what happens to my Eco points?
If an order that earned Eco points is cancelled or refunded, any awarded points are automatically deducted from your account balance.
How do I check my Eco points balance?
Log into your Scenturie account 😊
Can points be earned if I check out as a Guest?
No, points can only be awarded to an account (logged-in user).