FAQ - Instill Natural Skincare
What makes Instill different from other skincare brands?
Instill is small batch, handmade, simple, natural and effective skin and body care made using botanicals, some of which I grow, harvest and distil myself on Waiheke Island, New Zealand alongside ingredients sourced from ethical, trusted suppliers. Nothing hidden, nothing harmful. Every ingredient earns its place. Each herb is harvested at its peak to harness nature's vitality and potency. The quality of the hydrosols and essential oils that form the basis of the range depend entirely on the quality of the herbs - how fussy I am with what I put into the still, how expertly I manage the distillation process and blend the products thereafter. Like all things, what you end up with, depends entirely on what you put into it.
Where are the products made?
Everything is handcrafted by me on Waiheke Island. Many of the botanicals used in the hydrosols and oils are grown in my own garden and harvested at their peak potency, then distilled and blended by hand in small batches, sometimes made to order.
Are the products natural?
Yes. I use bioactive, plant-based ingredients chosen for their benefit to your skin, mind and spirit. You won't find synthetic fragrances, harmful petrochemicals or hidden fillers in any Instill product, only proven, natural ingredients. The Instill range leans into natural skincare for sensitive skin.
Are the products cruelty-free?
Yes, Instill products are cruelty-free and I source and make ingredients that are not tested on animals. The Instill range uses New Zealand ingredients primarily and wherever possible.
Why do batches sometimes look or smell slightly different?
Because the botanicals are grown and harvested seasonally, small natural variations in colour, scent and texture can occur from batch to batch. This isn't a fault, it's simply a sign you're using a genuinely natural, handmade product rather than something mass-produced and standardised.
Will Instill products suit my skin?
Each product is formulated to be simple, gentle and effective with every ingredient purposefully chosen. That said, everyone's skin is different, so please check the full ingredient list on the product page or packaging, especially if you have known sensitivities. If medicated, pregnant or breast feeding, check with your health professional prior to use. Except for the oxymels and tinctures, these products are for external use only. Store cool & dry.
Do I need to patch test before use?
Yes, I recommend it. Apply a small amount to an inconspicuous area of skin and wait 24–48 hours before full use. If you have known allergies, sensitive skin, or are pregnant or breastfeeding, please check the ingredient list and consult a medical professional first.
What should I do if I react to a product?
Stop using it straight away. If irritation persists, please seek medical advice.
Can I use Instill products if I'm pregnant or breastfeeding?
As with any skincare, please check the full ingredient list and consult your midwife, doctor or healthcare provider before use if you're pregnant or breastfeeding.
Are your products tested on medical conditions or intended to treat them?
No. Instill products are not intended to diagnose, treat, cure or prevent any medical condition and they're not a substitute for professional medical advice.
How long does it take to make my order?
Some products are made in small batches ahead of time; others, especially custom pieces, are made to order. If a product needs extra time, I'll let you know before or shortly after you order.
Can I request a custom or personalised product?
Often, yes, small batch really does mean small batch, sometimes even custom-made. Get in touch at paola@pandpdashwood.com to discuss what your needs are.
How do I know my order has been received?
You'll receive an order confirmation email once your order is placed, and a further email with tracking details once it's dispatched.
Do you ship throughout New Zealand?
Yes, I ship to addresses across New Zealand, including rural delivery areas. See the full NZ Shipping Policy for timeframes and costs.
Do you ship internationally?
Yes, to select destinations, contact me at paola@pandpdashwood.com to explore this. Custom fees and import taxes charged may apply.
How long will my order take to arrive?
Processing takes a little time given the handcrafted, small-batch nature of these products, plus courier delivery time on top. See the relevant Shipping Policy for estimated timeframes.
Can I return a product if I change my mind?
For hygiene reasons, I can't accept returns on products.
What if my product arrives faulty or damaged?
If a product arrives faulty, damaged, incorrect, or doesn't match what was described, please reach out within 2 days of receiving it, I'd really want to know. Send me your order number, a quick description of what's wrong, and a photo if you can. Where something is genuinely at fault, I'll repair it, replace it or refund you, in line with the Consumer Guarantees Act. For anything minor, I'll usually offer to fix or replace it first; for something more serious, the choice of a replacement or refund is yours.
What if I have an allergic reaction to a listed ingredient?
Please check ingredients listed on the packaging and the website for your sensitivity to any of them before using the products. If medicated, pregnant or breast feeding, check with your health professional prior to use. These products are for external use only. Because these formulations are bioactive and botanical by nature, everyone's skin responds a little differently, which is exactly why I recommend a patch test before first use (you'll find this in the Terms of Service too).
If you react to an ingredient that is listed on the packaging, that's not a fault in the product, it did what it said it would, your skin just responded differently. If you ever have a serious reaction, please stop using the product straight away and see a doctor. Please store all products in a cool & dry place.
Do you sell to stockists or wholesale customers?
Yes, please get in touch at paola@pandpdashwood.com to discuss find out more or stockist opportunities.
Is my personal information kept private?
Yes, see the full Privacy Policy for details on how your information is collected, used and protected.
Can't find what you're looking for? Get in touch.
Instill Waiheke
Updated: 17/9/1926