FREQUENTLY ASKED QUESTIONS
See below our most frequently asked questions. If you have a product specific question, we're sure it will have been answered on the product page. Read through our FAQ’s below or if you have a specific question, email our customer service team at hello@maaemo.com.au.
Your Order
I received my order and it is incorrect, what do I do?
If your Maaemo parcel arrives and an item is missing or incorrect please email our customer service team support@maaemo.com.au within 5 business days of receiving the order. Please include your name / order number / products received.
How can I track my order?
Once your order has been dispatched from our system you will receive tracking information via email. Alternatively, you can log in here to track your Maaemo parcel.
How long will my order take to be dispatched?
We aim to dispatch all orders as fast as we can. Generally all orders are dispatched within 2 business days. Delays may occur during peak times.
How long will my order take to arrive?
We ship all Australian orders via Australia Post. Delivery timeframes are typically:
Standard shipping — 3–7 business days
Express shipping — 1–3 business days
Please note these are estimated timeframes provided by Australia Post and may vary depending on your location and during busy periods such as sale events and public holidays. Once your order has been dispatched you will receive a tracking number so you can follow your order every step of the way. For New Zealand and international orders, please allow additional time for delivery.
Can I change my order once it has been placed?
If you have accidentally ordered the wrong product please email our customer service team support@maaemo.com.au as soon as possible and they will try resolve the issue for you. Unfortunately if our warehouse team has already dispatched the order then we can no longer cancel it.
Purchasing Maaemo
Do you ship internationally?
We ship our Australian made skin care world wide! If you are international and would like to purchase our products shipping rates will be calculated at the checkout for you. Please note that some countries may incur additional fees and taxes at the border. Please check with your local customs to see if these fees may apply to you.
My favourite product is out of stock, what can I do?
We are so sorry and will try to get this stocked ASAP for you! If you would like to be notified when your products are restocked simply go to the product page, select 'Notify me when available' and enter your email.
What payment methods does Maaemo accept?
We like to make things easy for you! We accept Visa, Mastercard, American Express, Afterpay, Apple Pay and Paypal.
Returns & Refunds
My order has gone through but I changed my mind. Can I have a refund?
If your order has already processed, we are unable to cancel or refund your order.
My order arrived damaged, what do I do?
If your order arrived damaged, we are so sorry. Please email our customer service team support@maaemo.com.au within 5 business days and they will resolve this for you.
Product Information & Skin Concerns
Which products are best for my skin type?
Skin care can be confusing, we get it. To help guide you through skin issues & products we have created subheadings under our product section with all your skin concerns. If you need a little extra advice please do not hesitate to email our customer service team support@maaemo.com.au for product suggestions.
Can I use Maaemo if I have sensitive skin?
As everyone's skin can respond uniquely to different ingredients, we always recommend patch testing any new skincare product before full use — apply a small amount to the inside of your wrist or behind your ear and wait 24 hours before applying to the face. If you experience any discomfort, discontinue use. A full ingredient list for each product is available on the individual product pages so you can check for any ingredients you know your skin doesn't agree with. If you have any concerns we always recommend consulting with your dermatologist or GP before introducing new products to your routine.
Can I use MAAEMO when pregnant or breastfeeding?
We don't make any claims around safety in pregnancy or breastfeeding. We always recommend consulting with your doctor or GP before introducing anything new to your routine during pregnancy or breastfeeding, as they are best placed to advise what is right for you.
How many products should I start with?
We always recommend starting with fewer products and introducing them one at a time. This way your skin has time to adjust to each new formula and if your skin does respond to something, you'll know exactly which product it is. A great place to start is with a cleanser, serum and moisturiser — the three essentials of any good skincare routine. Once you're comfortable with those, you can introduce additional steps like a facial oil, exfoliant or mask. If you're ever unsure where to begin, get in touch with us directly and we'll help you find the right starting point for you.
Where are Maaemo products made?
Our skincare is proudly Australian Made. We believe it is important to support all Australians and small businesses.
Are Maaemo products tested on Animals?
Maaemo does not test any of its products on animals. We are proudly vegan & cruelty free.
Which products should I use if I have oily skin?
If your skin tends to look oily or feel in need of balance throughout the day, we'd recommend starting with the Purifying Gel Cleanser — a lightweight gel formula that gently removes surface oils and leaves the complexion looking visibly cleaner and more refreshed. Follow with the Hydrating Face Cream, our lightest moisturiser, which absorbs effortlessly without heaviness or residue. For days when your skin needs a weekly reset, the Elimination Mask is a great addition — a dry mix clay mask that helps skin look visibly cleaner, more refined and balanced. The Vitalize Face Elixir is also worth considering — a silky, fast-absorbing botanical oil that leaves the complexion looking comfortably balanced and radiant without any greasy feel.
I have dry skin, which products will best suit my skin?
If your skin tends to feel dry or tight, we'd recommend the Hydra Glow Serum as your first step — its lightweight formula delivers a surge of moisture, leaving skin looking visibly plumper and more comfortable. Follow with the Hydra Glow Cream, our richest moisturiser, which absorbs effortlessly and leaves skin feeling comfortably hydrated throughout the day. For an extra boost, layer the Youth Radiance Elixir underneath your moisturiser — its botanical oils absorb quickly and leave the complexion looking soft, supple and luminous. Together these three make a beautifully nourishing daily ritual for skin that tends to feel in need of extra comfort.
My skin is mature, what would be best for me?
As skin matures, it can begin to look less radiant and feel less comfortable. We'd recommend starting with the Hydra Glow Serum and Hydra Glow Cream — both are formulated with botanical actives that help skin look visibly plumper, smoother and more luminous with continued use. The Youth Radiance Elixir is also a popular choice for those looking for a facial oil that supports the appearance of a visibly more supple, radiant-looking complexion. All three work beautifully together as a complete ritual.
Which products work best for teen skin?
If you are a teenager and want to begin your skincare journey there is no better place to start than with clean, gentle skin care! Youth is on your side so keep things simple. The Purifying Gel Cleanser, Hydrating Face Cream and SPF.
How much product should I use?
Each Maaemo product includes directions for use on the product label and on the individual product pages. If you have any further questions about how to use a specific product, please don't hesitate to get in touch with us directly — we're always happy to help.
Stockists
How do I become a Maaemo stockist?
If you are interested in becoming a MAAEMO stockist please email sales@maaemo.com.au and provide your website, business name and type of store / salon.
