Ecoriginals FAQs

Check the frequently asked questions about Ecoriginals below.

Shipping policy

We ship our products Australia-wide.

Our orders typically take 2-4 business days for Metro areas and 3-7 business days for Regional areas. During COVID-19 our deliveries, handled by Australia Post, have been experiencing delays and we will keep you informed of the progress of your order.  

Returns and exchanges

Ecoriginals cannot accept returns where the product has been opened unless the product is faulty. If the product is faulty it must be returned within 7 days of customer receiving the delivery.

If an order error is made by Ecoriginals we will replace this with the correct items so long as the product has not been opened, mistreated or used and we have been notified within 7 days of receipt of order.

If a customer has made an error with their order, it will be at Ecoriginals discretion whether the stock will be replaced or not. Any bags or boxes opened will not be replaced. The customer must pay for freight costs for the stock to be returned and the freight costs for new stock to be sent to the customer.

If a refund is applicable such as for faulty product, it will be processed promptly and payment made by the same method that the customer made original payment.  Refunds are made at the discretion of Ecoriginals.

Tell me more about Ecoriginals...

We're sure you have more burning questions. Here's a start, but feel free to drop us a line any time. We'd love to hear from you!

Ecoriginals nappies are still designed in Australia and have been re-developed with even greater focus on protecting delicate new skin, which is why we use premium plant-based materials for everything we can without compromising on quality and performance. A no-nasties approach leaves baby skin free from rash or reaction to chemicals, such as phthalates, bleach or fragrances. We have developed our incredible Plantcell Technology™ which has drastically improved our absorbency – an improvement of 40% on standard disposable nappies – and allows for even drier, happier bottoms. Plus, our plant-based ethos means that our nappies are now more than 90% biodegradable, that’s a huge win for the future of our planet.  Plus, we launch a world-first with our paper packaging that is 100% home compostable. And our Eco Initiatives where we plant a tree, recoup the equivalent of 25 plastic bottles and offset 10kg of carbon for every order placed. Learn More.

Our unique Plantcell Technology™ was developed to enhance absorbency and performance of our eco nappies. Utilising the inherent properties of nature, we have combined plant-based materials in a way that wicks away more than 900ml of liquid, and traps it in our highly absorbent core with a dual seal system to keep our nappies dry to the touch. Non-GMO corn starch, 100% pure cotton and FSC-certified wood pulp are the cornerstone of our incredible new nappies. There's more information about Plantcell Technology here.

Our baby wipes are all-natural, and start with a 100% biodegradable, sustainably sourced bamboo fibre textile. Upon that we incorporate purified NZ water for gentle hydration, Japanese soybean amino acid (amino acids are naturally produced by the skin) to maintain skins hydration, improve texture and resilience, organic aloe vera extract to heal and protect, German chamomile essential oil is soothing for skin and your state of mind, and Vitamin E is a nourishing powerhouse. In our Goat Milk wipes, we also have the extra nourishing boost from the high-fat content of organic NZ Goat Milk. And in our Organic NZ Manuka Honey variety, the highest grade MG650+ organic manuka honey brings the best of its healing and antimicrobial properties. And that is simply all. Which makes them perfect for adult faces too!

Learn more here.

Our nappies are made up of over 90% plant-based materials. Cotton, FSC-certified wood pulp, and Non-GMO corn starch and starch-based elements. To ensure the performance and reliability of our nappies in the frontal tape and tabs (not against baby's skin!), we still have a very small percentage of polyethylene (PE) for strength and durability, which is blended with cotton for extra softness. And a small amount of Lycra around the legs to make sure we stay leak free. We are continuing to work on bringing this percentage to zero in the near future as advances in plant-based plastics improve to a level that we are 100% confident in. Stay tuned.  

Ecoriginals wipes are manufactured in New Zealand in a facility that operates from 100% renewable energy – that’s energy from a combination of wind farms, hydro stations and solar arrays. We’re also proud to say that our nappy manufacture uses the recirculation of water so that not a single drop is wasted.

Our wipes can be composted at home with your veggie scraps and green waste – along with our nappy packaging. Simply place your wipe in with the worms – or dig it into your garden. Check out our video. But we recommend leaving the #2s for your biodegradable bin bags and your regular waste collection.  A wonderful resource if you don’t have your own compost is Share Waste where you can sign up to share your compost bin, or find a home for your scraps.  We’re also working towards linking our customers with a service option for your biodegradable waste.

We are the world's first plastic neutral nappy company. For every order placed we: reclaim the equivalent of 25 plastic bottles from the environment to be recycled, plant a tree and offset 10kg of carbon. Our nappies are now more than 90% biodegradable, our baby wipes are 100% home compostable, as is the paper packaging our nappies come in. Our biodegradable bin liners are another addition to our offering in helping to iron out the current constraints with disposing of biodegradable waste. 

According to research from Sustainability Victoria 3.75 million disposable nappies are used each day in Australia and New Zealand. And it takes a cup of crude oil to make a standard disposable nappy, with those same nappies taking an estimated 150 years to break down (into micro plastics). Together, we can make a huge impact upon those figures, by simply swapping to Ecoriginals, and letting us continue to work towards a 100% biodegradable option.

We also manufacture our wipes in New Zealand in a manufacturing plant powered by renewable energy. Step by step we are doing our bit to curb society's reliance on fossil fuels.

Ecoriginals nappies are more than 90% plant based, and biodegrade in four months based on our degradation testing. 93% of our nappy had completed biodegraded in that time, with the remaining 7% being our tabs and part of the frontal tape that for the time being require PE (polyethylene) for strength and flexibility. But we’re working on it!

For our nappies to biodegrade in the fastest possible time, we rely on you to dispose of your Ecoriginals nappies without enclosing them in plastic. We offer biodegradable bin liners with our subscriptions and as a one-time order, and these are a perfect way to dispose of our nappies, so that they can decompose in your local waste management. Or wrapping them in newspaper or our nappy packaging is another great alternative if you’ve run out of our bags.

With a huge absorbency of around 900ml liquid, Ecoriginals nappies and nappy pants are designed to soak up all that is required of them for up to 12-hours. That’s why we’re happy to offer our Satisfaction Guarantee. We know you’re going to love them.

Our focus is on a zero waste economy, so our paper nappy packaging has been designed to biodegrade in home compost. Our cardboard cartons that our product is delivered in can be placed in with your paper recycling. Our nappy bags should be composted at home, or if you prefer re-use, then they can be repurposed as a bin liner and for your nappies and sent with your biodegradable waste. The starch coating on the interior of our nappy packaging makes them unsuitable for paper recycling, but the worms love it! And our wipes packs should be recycled wherever you return your soft plastics (for us it’s the local supermarket, but you may have a different situation).

Ecoriginals products are sold from coast to coast and all over Australia. We are widely stocked through independent grocers, and retailers with a conscience, check out our store locator. We hope you’ll support local if our subscription service isn’t right for you. Although, it’s hard to resist having your nappies turn up on your doorstep so you can strike them off your shopping list for good.

Everyone has different requirements, however our most popular combination is the 5 bags of nappies + 4 packs of wipes (delivered every 4 weeks). For a newborn, that is the equivalent of 5.4 nappies per day. If that sounds about right, it’s as great a place to start as any, and you can easily adjust the frequency of your deliveries once you get rolling.

Our wipes come in three incredible varieties, it is a tough choice. Our Purified NZ Water is a delicate, hydrating option. Organic NZ Goat Milk offers a deeper nourishment for dry skin or winter months, and our Organic NZ Manuka Honey is an all-round powerhouse with Manuka’s well-known healing and antimicrobial properties. The question is, which one do you most want for your own skin care regime too?

We just love seeing pics of you and your babes loving our products too. If you’re on Instagram, use our hashtag #ecoriginalsbabe and tag us in@ecoriginals. Or if you’re not on social media, feel free to email your favourites to customerservice@ecoriginals.com.au *Please note: by sending us your photos you grant us permission to share those images on our social media platforms. If we would like to engage you and your baby as brand representatives, we will make contact to formalise the agreement.

No, of course not. You are entirely welcome to check out as a guest for a standard (non-subscription) order. If you think you’ll be back – and we hope to see you again soon – it makes it much more convenient for you to save your details by creating an account and we’ll keep track of your order history for you too.

Select My Account at the top right of the website. Log in using your existing account details. Select “Manage Settings” on the subscription you would like to update. Select Edit to update your delivery schedule. You can change between 3/4/5/6/7/8 weeks or pause your subscription for 12 weeks if you’re going on holiday or require a little break.

Select My Account at the top right of the website. Log in using your existing account details. Select “Manage Settings” on the subscription you would like to update. Select Edit to update your nappy size and wipes variety. Your current selection will be shown in the variant dropdown box. Select your preference and confirm.

Select My Account at the top right of the website. Log in using your existing account details. Your address can be edited in your Account Details. Choose “View Addresses” and then edit as required.

To update your payment information, select “Manage Settings” on the subscription you would like to update. Edit Billing Information to update your card on file.

We hope that you’ve thoroughly enjoyed your experience with Ecoriginals. Thank you for supporting our vision for a better future. If you’ve had any problems with our products, we have a wonderful customer service team who would love to help resolve any issues. Or if your bub has simply grown up and you no longer require nappies, we’d appreciate your feedback as a parting gift, and don’t forget to refer a friend who might enjoy a discount off their first order. Then go ahead and log in to your account one last time (My Account, at the top right of the website), select your active subscription and select Manage Settings. Select Cancel Subscription, and please be sure to let us know your reasons for cancelling.

If you have an account, log into My Account using the icon at the top right of our website. You will see your active subscriptions, Account Details and Order History. Click on the downward pointing arrow next to Order History, and your orders will be displayed with most recent at the top. Click on the order number to review details of that order.

If you didn’t receive a confirmation email from us, you should check your Promotions folder and junk mail. If there’s no sign of word from us, log back into your account if you have one and check that your subscription and delivery date looks as it should. If you don’t have an Ecoriginals account, get in contact with our lovely customer service team who will be able to assist you. customerservice@ecoriginals.com.au or via our direct messaging service on our website.

If you have any questions that we haven’t answered here, please send a message to our helpful customer service team, either using the pop up messenger on our site, or via email customerservice@ecoriginals.com.au they will be able to help you out promptly.