FAQ
Welcome to the My Herb Clinic FAQ. We have grouped the most common questions by topic below so you can find answers quickly. If you cannot find what you are looking for, please do not hesitate to contact us - we are always happy to help.
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Ordering and Your Account
Do I need to create an account to order?
No, you can check out as a guest. However, creating a free account gives you access to your order history, tracking information, and our Rewards Program, so we do recommend it. You can register at any point before or after placing your first order.
Can I change or cancel my order after placing it?
We process and dispatch orders very quickly, usually within one business day. If you need to make a change, please contact us or call us on 07 5519 4076 as soon as possible after placing your order. We will do our best to help, but cannot guarantee changes once an order has been dispatched.
I placed an order but have not received a confirmation email. What should I do?
Please check your spam or junk folder first, as confirmation emails occasionally land there. If you still cannot find it, contact us with your name and the email address used at checkout and we will look into it for you.
Can I pick up my order?
We are strictly an online store with no pickup option. However, we do ship all orders within one business day where possible, offer free shipping on orders over $75, and have Express Post available for a flat rate of $9 Australia-wide.
Do you offer wholesale or bulk ordering?
Yes, many of our products are available in larger quantities at better per-unit pricing. If you are a business or practitioner looking to order in bulk, please contact us directly to discuss your requirements and we will do our best to accommodate you.
Shipping and Delivery
How much does shipping cost?
Standard shipping is free on all orders over $75 Australia-wide. For orders under $75, a discounted shipping fee applies at checkout, which is currently $7. Express Post is available for a flat rate of $9 Australia-wide, regardless of order size.
How long will my order take to arrive?
We dispatch all orders within one business day (Monday to Thursday). Once dispatched, delivery times depend on your location and the shipping method selected. As a guide, most orders within Queensland arrive within 1-3 business days. Other states typically take 3-7 business days for standard shipping, or 1-3 days with Express Post. Remote areas may take a little longer. You can track your order in real time once your tracking number is emailed to you.
Will I receive a tracking number?
Yes, absolutely. We ship all orders with tracking via Australia Post. You will receive your tracking number in your shipping notification email as soon as your order is on its way. You can use this number to track your parcel at auspost.com.au.
What courier do you use?
We have an eParcel contract with Australia Post and a daily collection. We do not currently use other couriers, as Australia Post provides the best combination of service, tracking, and pricing for the range of parcel sizes we ship. Express Post orders are sent via Australia Post's Express network.
Do you ship internationally?
At this stage we ship within Australia only. If you are based overseas and would like to enquire about international shipping for a specific product, please contact us and we will advise whether it may be possible.
My order says delivered but I have not received it. What should I do?
Occasionally Australia Post marks parcels as delivered before they have been physically delivered, or they may leave your parcel in a safe location or at your nearest Post Office if no one is home. Please check around your property, with neighbours, and at your local Post Office first. If you still cannot locate your parcel, contact us and we will raise an enquiry with Australia Post on your behalf.
Returns and Refunds
What is your returns policy?
We want you to be completely happy with your purchase. If you receive a product that is damaged, faulty, or not what you ordered, please contact us within 7 days of receiving your order and we will arrange a replacement or refund. Please visit our Shipping and Returns page for full details.
Can I return a product if I change my mind?
Due to the nature of our products (food-grade herbs, teas, and personal care items), we are unable to accept change-of-mind returns on opened products for hygiene reasons. If you are unsure about a product, we recommend starting with a smaller size before committing to a larger quantity. If you have any questions about a specific product before purchasing, please reach out and we are happy to help.
What should I do if my order arrives damaged?
Please take a photo of the damaged packaging and product and contact us as soon as possible. We will arrange a replacement or refund promptly. We take care to pack all orders securely, but occasionally damage can occur in transit.
Payment Options and Discounts
What payment methods do you accept?
We accept all major credit and debit cards, PayPal, Apple Pay, and Google Pay. We also offer the following buy-now-pay-later options with no minimum order required: Afterpay, PayPal Pay in 4, and ZIP. For full details, visit our Payment Options page.
Do you offer discounts?
Yes! We offer automatic cart discounts with no coupon code needed. Add $100 or more to your cart and receive 5% off. Add $200 or more and receive 10% off. The discount is applied automatically at checkout. Combined with free shipping on orders over $75, ordering in a little more at once is great value.
Do you have gift certificates?
Yes, we offer gift certificates in a range of values, perfect if you are not sure what to buy for someone. The recipient can use their gift certificate to shop across our entire range.
Do you offer Afterpay?
Yes, Afterpay is available at checkout with no minimum order required. Simply select Afterpay as your payment method and follow the prompts. You pay in four fortnightly instalments with no interest.
Herbs and Herbal Teas
Are your herbs organic?
Many of our herbs are certified organic or grown organically, and we source organic varieties wherever possible. Organic status is clearly noted on each product page, however we can not state 'Certified Organic' as we do not have our own certification. We work with trusted growers and suppliers to ensure the quality and integrity of every product in our range.
How do I brew loose-leaf herbal tea?
Most loose-leaf herbal teas brew best in water that is around 90-95 degrees Celsius and steeped for 5-10 minutes, though this varies by herb. As a general rule, use approximately 1-2 teaspoons of herb per cup of water. Delicate flowers and lighter herbs (like chamomile and lemon balm) are best brewed at a slightly lower temperature and for a shorter time, while roots and barks benefit from a longer steep or light simmer. Each product page includes specific brewing guidance where relevant.
Is Blue Lotus legal in Australia?
Yes. Blue Lotus (Nymphaea caerulea) is completely legal to purchase and use in Australia. It is not classified as a controlled substance. We stock organic Blue Lotus whole flowers, cut flower, powder, and leaf crushed. For a full guide to Blue Lotus including how to brew it, see our Blue Lotus blog post.
Can I use your herbs for medicinal purposes?
Our herbs and herbal teas are sold as food and wellness products, not as medicines. We do not make therapeutic or medicinal claims about any of our products, in compliance with Australian consumer law and TGA guidelines. If you have a specific health condition or are taking medication, please consult a qualified healthcare professional before adding herbs to your routine.
How should I store my herbs and teas?
Store all herbs and teas in a cool, dry place away from direct sunlight, heat, and moisture. An airtight container or resealable pouch works well. Avoid storing near strong-smelling spices or herbs, as dried botanicals can absorb nearby aromas. Properly stored, most dried herbs and teas will retain their quality for 12-24 months.
Do your products contain gluten?
Gluten intolerance is something we take very seriously - most of our own team are highly intolerant to gluten. We clearly identify gluten-free products across our range. If you have a specific concern about a product, please check the product page or contact us before ordering and we will advise you directly.
Essential Oils and Aromatherapy
Why do your essential oils say they are not to be ingested?
We adhere to Australian law by including this statement on all of our essential oils. Essential oils are highly concentrated substances that can cause serious damage when ingested. There are rare exceptions in the food manufacturing industry and for carefully prescribed cases from a qualified Naturopath or Aromatic Medicine Practitioner, but these are specialist situations. Regardless of where you purchase an essential oil or what grade it is labelled as, the law in Australia is clear: essential oils should not be ingested outside of these specific, professionally supervised contexts.
Can I apply essential oils directly to my skin?
Most essential oils must be diluted in a carrier oil before applying to the skin, as they are highly concentrated and can cause irritation or sensitisation if applied neat. A typical dilution is 2-3% essential oil in a carrier oil (such as jojoba, sweet almond, or fractionated coconut oil), which equates to roughly 10-15 drops of essential oil per 30mL of carrier oil. Some oils, like lavender and tea tree, are sometimes used neat in small amounts, but as a general rule dilution is recommended. Always patch test before wider application. Browse our carrier oils range for blending.
Can I get samples of your essential oils?
We do not offer free samples of essential oils, but we do stock 5mL sizes across most of our CELESTIAL range, which is a great low-cost way to try an oil before committing to a larger bottle. Browse the CELESTIAL Essential Oils range to find your favourites.
My oil bottles arrived and are not completely full. Is this normal?
Yes, this is completely normal and by design. Essential oil bottles are manufactured with additional "buffer" or "overflow" space above the fill line. This extra space accommodates the build-up of gases that can occur naturally in essential oils. The total volume of the bottle (including the overflow space) is larger than the stated fill volume - so a 5mL bottle has a total capacity of around 8mL, with 5mL of oil inside. The amount of oil you have received is correct.
My essential oil or absolute is very thick or solid. How do I use it?
Not all essential oils and absolutes are thin and clear at room temperature. Some, particularly absolutes and certain resins, are naturally thick or even solid when cool. Examples include Oakmoss, Benzoin, Orris Butter, and Amber. To use them, place the sealed bottle inside a waterproof bag (such as a ziplock bag) and sit it in a warm water bath for a few minutes until the liquid flows freely. Work quickly to blend it into your carrier oil or base, as it will begin to thicken again as it cools. Do not apply heat directly to the bottle.
What is the difference between an essential oil, an absolute, and an attar?
An essential oil is extracted from plant material through steam distillation or cold pressing and is the most common form used in aromatherapy. An absolute is extracted using a solvent process, which allows delicate materials (like jasmine or rose petals) that cannot withstand steam to be captured. Absolutes are typically richer, more concentrated, and closer to the natural scent of the plant. An attar is a traditional form of natural perfume made by distilling botanicals directly into a sandalwood base oil. Browse our ranges: Essential Oils, Absolutes, Attars.
How do I use a Mia Lava aromatherapy bracelet?
Simply add 1-3 drops of your chosen essential oil directly onto the lava stone beads of your Mia Lava bracelet. Allow a minute or two for the oil to absorb into the porous stone, then wear as normal. The stone releases the scent gently throughout the day. You can reapply oil as needed, and the scent will typically last several hours. Different oils can be used on different beads to create a personal blend.
Products and Quality
Where do you source your products?
We source from trusted growers and suppliers around the world, selecting organic varieties wherever possible. Our in-house brands (MY HERB CLINIC, CELESTIAL, Spice Magic, Mia Lava, and DejaVu) are developed by our team with a strong focus on quality and authenticity. Sourcing information and country of origin is listed on individual product pages.
Are your products tested for quality?
Yes. We work with reputable suppliers who provide quality documentation for their products, and we select products based on quality, purity, and reliability. Our resident Naturopath, Krystle, is involved in product selection to ensure the range meets a high standard for our customers.
Do you sell crystal jewellery and pendants?
Yes, our Mia Lava range includes crystal aromatherapy bracelets made with a variety of gemstones and lava beads, designed to be both beautiful and functional. Browse the full Mia Lava Aromatherapy Bracelets range.
What are the Brainwave Mind Syncing MP3 Downloads?
These are audio downloads from our Change Your Mind Change Your Life brand, designed to support states like meditation, relaxation, sleep, and abundance through brainwave entrainment technology. They are digital products delivered as MP3 downloads. Browse the full range here.
Do you stock products suitable for vegans?
Many of our products are suitable for vegans, including the majority of our herbs, teas, and essential oils. Where products contain animal-derived ingredients (such as certain soaps or cosmetics), this will be noted on the product page. If you are unsure about a specific product, please contact us before purchasing.
Rewards Program
How does the Rewards Program work?
Our Rewards Program lets you earn points on your purchases, which you can then redeem for discounts on future orders. You need to be signed in to your account for points to be credited. Visit the Rewards Program page for full details on how to earn and redeem points.
Do I need to sign up for the Rewards Program separately?
No. If you have a My Herb Clinic account, you are automatically enrolled in the Rewards Program. Just make sure you are signed in when you shop so your points are recorded.
Do my reward points expire?
Please visit our Rewards Program page for current terms, including any expiry conditions. If you have a specific question about your points balance, contact us and we will check for you.
Getting in Touch
How can I contact you?
We would love to hear from you. You can reach us by:
Phone: 07 5519 4076
Online: Contact Us page
Post: MY HERB CLINIC, PO Box 251, Oxenford QLD 4210, Australia
What are your customer service hours?
We are a small family business based on the Gold Coast, Queensland. We process orders Monday to Thursday and do our best to respond to enquiries within one business day. We appreciate your patience and will always get back to you as promptly as we can.
I am looking for a specific product I cannot find on the site. Can you source it?
Quite possibly! We are always looking to expand our range. If there is something specific you need that we do not currently stock, please contact us and let us know. We genuinely welcome product requests from our community.
Do you have a naturopath available for advice?
Our team includes Krystle, a qualified Naturopath, who contributes to our product knowledge and selection. While we are not able to provide individual health consultations or advice through the store, our blog is a great resource for general information about herbs, teas, and aromatherapy. If you have a specific health concern, we recommend consulting a qualified healthcare professional.
Still have a question? We are happy to help.