FAQ's
Skincare
Why goat milk?
Goat milk is a gentle, nourishing ingredient rich in vitamins and minerals. It’s naturally hypoallergenic and has a pH similar to human skin, making it ideal for sensitive skin types, including babies and those prone to eczema. The natural fats in goat milk help to moisturise and protect the skin, while its proteins can support healthy skin regeneration.
Do you test on animals?
No, we do not test on animals. Sprigs & Twigs is committed to cruelty-free practices, ensuring that all our products are safe and effective without harming animals.
Can i use your skincare range on my newborn?
We recommend our products for babies aged 6 months and over due to the presence of nut-based ingredients. While our products are gentle and made with natural ingredients, it's always best to consult with your paediatrician before introducing any new skincare products to your newborn.
Are all your products fragrance free?
Our Goat Milk Baby Wash is completely fragrance-free. However, our Billy Balm and Milky Moisturiser contain lavender oil (not essential oil, as this can be harsh on little ones' skin) to gently aid them into sleep and relaxation.
What is the difference between the Billy Balm and Milky Moisturiser?
Billy Balm is a rich, soothing balm designed to provide intense moisturising and protection for dry, irritated, or sensitive skin. It’s perfect for targeted areas like dry patches, eczema, or nappy rash.
Milky Moisturiser is a lighter, everyday moisturiser (almost like a butter) that’s easily absorbed, making it ideal for daily use to maintain soft, hydrated skin. It complements the Billy Balm, offering a nourishing base for overall skin hydration.
How long till i see results?
The Milky Moisturiser and Billy Balm are formulated for quicker results, depending on the skin issue. Some customers have reported significant changes in their babies’ or children’s skin within a couple of days. Our Goat Milk Baby Wash is designed for everyday use and works effectively on its own, but results may take longer to become noticeable as the gentle, natural ingredients support skin health over time.
FAQs
Shipping & Returns
How much does shipping cost?
We charge a flat rate of $10 for orders under 1kg and $15 for orders over 1kg. Plus, enjoy free shipping on all orders over $150!
Is local delivery available?
We offer free local delivery within Sydney on orders over $50 OR a $5 delivery fee for orders under $50.
Here's how it works:
Daily Delivery:
- Glendenning and parts of Blacktown (Goat Code: 2761, 2766)
Delivery within 3 Business Days (Greater Macarthur/Liverpool and Greater Western Sydney regions):
- Goat Codes: 2168, 2170, 2171, 2174, 2177, 2179, 2558, 2560, 2564, 2565, 2566, 2570, 2556, 2557, 2567, 2167, 2172, 2173, 2176, 2178
Weekly Delivery on Weekends (Auburn/Bankstown region):
- Goat Codes: 2142, 2143, 2144, 2161, 2162, 2163, 2190, 2199, 2197, 2198, 2166, 2141, 2195, 2196, 2200, 2500, 2211, 2212, 2213, 2214
Keep an eye out for new Goat Codes or areas popping up! Follow us on socials to see if we'll be delivering to your area that week.
How long will it take for my order to arrive?
Orders are typically processed within 1-2 business days. Delivery times may vary depending on your location:
Australia: 3-7 business days
International: We currently do not offer international shipping, but please contact us, and we can provide you with a quote.
Can i return my items?
Returns Policy
At Sprigs & Twigs, our customers mean the world to us, and we’re committed to ensuring your satisfaction. That’s why we offer a 14-day returns policy. If 14 days have passed since your purchase, we, unfortunately, won’t be able to offer a refund or exchange.
To be eligible for a return, your item must be unused, in its original condition, and in the original packaging. A receipt or proof of purchase is required to complete the return process. Please reach out to us before sending your item back so we can assist you promptly.
Refunds
Your satisfaction is our priority. Once we receive and inspect your returned item, we’ll notify you by email. If approved, your refund will be processed, and a credit will be applied to your original payment method within 5 business days. Please note that postage costs are non-refundable.
Exchanges
We take pride in the quality of our products, but if you receive a defective or damaged item, we’ll gladly replace it. For an exchange of the same item, please contact us so we can make things right.
Please note that you will be responsible for the shipping costs associated with returning your item. These costs are non-refundable, and if a refund is issued, the return shipping cost will be deducted.
For your peace of mind, we recommend using a trackable shipping service or purchasing shipping insurance. Always retain proof of shipment, as we cannot guarantee receipt of your returned item.
There is an issue with my order, help!
We’re here to help! If you have any issues with your order, please get in touch with our customer service team via the contact form below, and we’ll do our best to resolve it as quickly as possible.
Didn't find the answer you were looking for? Feel free to reach out to us!
