47 Carrington Road
Marrickville NSW 2204
About Us
Frequently Asked Questions
Frequently Asked Questions
Read some of the most common questions our customers ask.
If you don’t see your question listed, feel free to reach out — we’re happy to help!
Shipping
How long does shipping take in Australia?
Delivery times vary depending on the destination. Please contact us for an estimate based on your location.
How long does shipping take overseas?
Air freight to Asia typically takes 3–5 business days. Sea freight can take up to 4 weeks. If you require more information, please contact us.
Which countries do you ship to?
We ship to a wide range of countries.
How can I track my order?
Once your order has been booked, a tracking number will be sent to you via email, enabling you to monitor its delivery status.
Payment
What is your returns policy?
Please refer to our Terms & Conditions for full details on our returns process.
What payment methods do you accept?
At our showroom, we accept cash, EFTPOS, Visa, and MasterCard. We also accept direct deposits. However, if you choose this payment method, you must email your official direct deposit receipt so we can dispatch your order promptly.
Product Information
Do you offer wholesale prices?
Yes — all prices listed on our website are wholesale prices, suitable for businesses of all sizes.
Are your ingredients food grade?
No — our ingredients are supplied exclusively as cosmetic raw materials and are not intended for food use.
Do I need to make an appointment?
No — you do not need an appointment to visit our showroom, unless you wish to speak directly with our Contract Manufacturing or Private Label Department (+61 3 8577 5999) or our Packaging Department (+61 2 8577 5998). You can also contact us online using our online form
Can you provide certificates for your products?
We issue a declaration rather than a certificate, as we are a third party. We can only provide a declaration when the client has purchased the product, and within 2 years of purchase. If you require any information, please do not hesitate to contact us.
Does New Directions Australia sell hair products?
Yes — we offer a range of hair care raw materials and finished products suitable for professional and retail use. Browse our Hair Care category for more details.
Are your essential oils safe to use in candles?
Yes — many of our essential oils can be used in candle-making. We recommend checking the specific product details and conducting your own testing to ensure suitability.
Do you make sunscreen?
No — we do not manufacture or supply sunscreen products, as we are not TGA-licensed manufacturers.
Why isn’t my product filled to the top?
Don’t worry! Your order hasn’t leaked and hasn’t been underfilled. Not all liquids are the same density. Liquids with a higher density have more grams per litre and therefore, will fill less space in a bottle compared to a liquid with a lower density.
An item leaked in my order — what should I do?
Our smaller glass bottles are fitted with a dripolator and tamper-evident cap and are securely sealed using automatic screw cappers to minimise leakage during transit. This design helps prevent more than a few drops escaping, even if parcels are handled upside down. If you’ve experienced more than minor leakage, please contact our team with your order details so we can assist.
Why does my label appear smudged?
Our labels are printed with carbon-based ink, which can smudge if it comes into contact with essential oils. While all bottles are securely sealed using automatic screw cappers to reduce the risk of leakage, even trace exposure may affect the label's appearance.
The ink itself is not toxic, but we recommend you wash with soap and water if you are concerned.