Question 1

How soon can I expect my delivery?

Accepted Answer

We aim to process all orders within 1–2 business days.From there, shipping times depend on your chosen delivery method and location:Standard shipping: 2–6 business daysStandard - Same state: 2–4 business daysStandard - Interstate: 3–6 business days​Express shipping: 1–3 business daysExpress - same state: 1–2 business daysExpress - Interstate: 1–3 business daysDelivery times will vary based on the origin and destination locations. Metro areas typically experience faster delivery times, while regional and remote areas may take longer.As soon as your order is on the way, we’ll send you tracking details so you can follow its journey right to your door. Let me know if you'd like help checking your tracking!

Question 2

How to track my order?

Accepted Answer

Once your order has been dispatched, we’ll send you an email with your tracking number. It can take up to 12 hours for tracking information to update, so don’t worry if it doesn’t show up straight away.

Question 3

Do you ship internationally?

Accepted Answer

At this stage, we only offer international shipping to New Zealand. We can occasionally ship to other countries too — just reach out to us at hello@nokori.co and we’ll see what we can do.

Question 4

I never got my order, what to do?

Accepted Answer

While most orders arrive on time, delays can occasionally happen. If your tracking hasn’t updated or your order hasn’t arrived within the expected timeframe, please reach out to us at hello@nokori.co — we’ll look into it for you and help resolve it.

Question 5

What if I entered the wrong shipping address?

Accepted Answer

If you notice an error in your shipping details, let us know as soon as possible. We’ll do our best to update it before your order ships. Unfortunately, once an order is on its way, we’re unable to make changes.

Question 6

What if something is missing or damaged in my order?

Accepted Answer

We’re so sorry if something’s gone wrong. Please contact us within 7 days of receiving your order with your order number and a few photos of the item and packaging. We’ll make it right — whether that means a replacement or another solution that works for you.

Question 7

What is your return policy?

Accepted Answer

We've kept the process simple and supportive because we know things don't always go to plan. If something's not quite right, just email us at hello@nokori.co and we'll take care of the rest — no stress, no fuss.

Question 8

What products can I return?

Accepted Answer

We’re happy to accept returns on products that are unused, unopened, and still in their original sealed packaging. Sale items can only be returned if something isn’t quite right with them.

Question 9

How do I start a return?

Accepted Answer

Just send us a message at hello@nokori.co with your order details. We’ll guide you through every step. If your return is approved, we’ll send you a prepaid return label and simple instructions. No need to send anything back until you hear from us.

Question 10

What if my item arrives damaged or faulty?

Accepted Answer

We're so sorry if something's gone wrong. Please get in touch within 7 days, and include your order number and a few photos of the item and packaging. We'll do our best to make it right — whether that's with a replacement, a refund, or another solution.

Question 11

Can I return something I’ve opened?

Accepted Answer

For hygiene and safety reasons, we’re unable to accept returns on opened or used items —unless something’s gone wrong with the product. If you’re unsure, just reach out. We’re happy to talk it through.

Question 12

Can I exchange my item?

Accepted Answer

Yes, of course. The easiest way is to return the item first. Once it’s processed, you can place a new order for the one you’d prefer.

Question 13

When will I receive my refund?

Accepted Answer

Once your return has been received and checked, we'll let you know. If everything's in order, we'll process your refund within 10 business days to your original payment method. If it's been more than 15 business days, please reach out — we'll happily look into it.

Question 14

Why use Nokori before and after surgery?

Accepted Answer

Nokori products are designed to support your skin care routine before surgery and during recovery afterwards — helping look after the skin around the scar area as part of your everyday routine. Each formula was developed with input from surgeons, nurses, and patients.

Question 15

Are Nokori formulas tested & regulated?

Accepted Answer

Yes, all Nokori formulas are manufactured in a GMP-certified facility, ensuring strict quality control and compliance with Australian cosmetic regulations. Every ingredient used in our products meets the requirements of AICIS (Australian Industrial Chemicals Introduction Scheme), which has replaced NICNAS. This ensures that all ingredients have been assessed for safety before being used in our formulations. Our commitment to quality and safety means that every product is developed with expert oversight and adheres to Australian cosmetic standards.

Question 16

The consistency of the Scar Balm changes. Has it gone off?

Accepted Answer

No, temperature variations can change the texture of the Scar Balm, but it remains effective if stored correctly below 30°C.

Question 17

Are all Nokori products natural?

Accepted Answer

Our Scar Balm, Bio-Active Cream and Probiotic Wash are made from naturally derived ingredients — formulated without parabens, mineral oils or synthetic fragrances. The exception is our Scar Tape, which is made from medical-grade silicone. It’s designed to sit on the surface of the skin without being absorbed, and was developed with input from surgeons, nurses and patients for post-surgical scar care.

Question 18

What natural preservatives does Nokori use?

Accepted Answer

Nokori uses plant-based preservatives such as Vitamin E, Glyceryl Caprylate, Glyceryl Undecylenate, p-Anisic Acid, and Citric Acid to help keep the formulas fresh.

Question 19

Why do Nokori products contain antioxidants?

Accepted Answer

Antioxidants are ingredients commonly included in skincare to help the skin feel comfortable and look its best. They’re part of our formulas to help support the appearance and feel of the skin as part of your daily routine.

Question 20

What common ingredients should be avoided?

Accepted Answer

Parabens, mineral oils, and synthetic fragrances are ingredients we choose to leave out — many people find them harsh or irritating, and we prefer gentler alternatives suited to skin around the scar area.

Question 21

Do Nokori products contain any DEA, SLES, parabens, petrochemical substances, and formaldehyde?

Accepted Answer

No, Nokori products are free from DEA, SLES, parabens, petrochemicals, and formaldehyde.

Question 22

Are Nokori products vegan-friendly?

Accepted Answer

Nokori products are made with naturally derived ingredients, and while most of our formulations are completely plant-based, some contain beeswax. The beeswax we use is ethically sourced, ensuring no harm to bees in the process. If you prefer completely vegan options, we recommend checking the ingredient lists for each product.

Question 23

The Probiotic Wash doesn’t foam very much. Should I use more?

Accepted Answer

The wash lathers rather than foams, as Nokori avoids harsh surfactants that can leave the skin feeling stripped.

Question 24

Why is the Bio Active Cream in a pump instead of a jar?

Accepted Answer

The pump prevents contamination and maintains product integrity, as water-based creams are more prone to bacterial growth.

Question 25

What is the shelf life of Nokori products?

Accepted Answer

Our products last up to 24 months unopened. Once opened, we recommend using the Scar Balm within 6 months, and the Probiotic Wash and Bio-Active Cream within 3 months for best results.

Question 26

What is the Pre & Post Kit?

Accepted Answer

The Nokori Pre & Post Procedure Kit is a complete skin and scar care set designed to support patients through their recovery journey. It includes everything you need for the first 12 weeks post-procedure and slips easily into your daily routine.The Pre & Post Kit contains 4 products:100ml Probiotic Wash100ml Bio-Active Cream30ml Scar Balm150cm Scar Tape

Question 27

What is the Duo Kit?

Accepted Answer

The Duo Kit pairs two products designed to support your scar recovery journey — Scar Balm helps nourish and moisturise the skin around the scar area, while Scar Tape is designed to help flatten and soften surgical scars and support their appearance over time. Individual results may vary.

Question 28

How do I use the Duo Kit?

Accepted Answer

Alternate between the two products in a consistent routine. Each plays a unique role in your scar recovery journey — visit our support platform to see "how to use".

Question 29

When should I start using the Duo Kit?

Accepted Answer

Only start once your incision is fully sealed, this typically means 2+ weeks post surgery for small incisions and 6-8+ weeks for larger ones. Always check with your surgeon.

Question 30

Can I use the Scar Balm under the Silicone Tape?

Accepted Answer

No, use Scar Balm separately from the tape, as it needs dry skin for adhesion.

Question 31

How long should I continue using the Duo Kit?

Accepted Answer

For best results, use for a minimum of 12 weeks and continue for 12 months if needed. Individual results may vary.

Question 32

What is the Scar Balm?

Accepted Answer

Nokori Scar Balm is formulated with bio-active plant extracts chosen for their skin-comforting and antioxidant properties.

Question 33

What does the Nokori Scar Balm do?

Accepted Answer

Nokori Scar Balm is designed to nourish, soften, and moisturise the skin around the scar area. It helps the skin around new and older surgical or injury-related scars feel hydrated and comfortable as part of your daily routine.

Question 34

How does the Nokori Scar Balm work?

Accepted Answer

Designed to be massaged into the skin around the scar area, Nokori Scar Balm helps hydrate and soften the skin and keeps it feeling supple and comfortable as part of your daily routine.

Question 35

What is the texture of Nokori Scar Balm?

Accepted Answer

Nokori Scar Balm has a solid oil-based texture that melts on contact with the skin, delivering deep nourishment without a greasy residue. It creates a breathable layer to help lock in moisture, and is well suited to gentle massage — helping the skin around the scar area feel supple and comfortable.

Question 36

When and how should the Nokori Scar Balm be used?

Accepted Answer

Nokori Scar Balm can be used once your incision is fully sealed to help nourish and moisturise the skin around the scar area. It helps the skin feel comfortable and hydrated, while softening the skin around the scar. Its rich, plant-based formula leaves a breathable layer that helps lock in moisture.

Question 37

What are the key active ingredients in the Nokori Scar Balm?

Accepted Answer

The key ingredients in Nokori Scar Balm include Biofusion, chosen for its skin-comforting properties; Defensil+, which helps the skin feel comfortable; and Vitamin E, which helps the skin feel hydrated and conditioned.

Question 38

What are the full ingredients in Nokori Scar Balm?

Accepted Answer

Macadamia Oil • Shea Butter • Plantain Broadleaf • Comfrey Leaf • Calendula Flower • Yarrow Flower • Rosemary Leaf • Arnica Flower • Cocoa Butter • Castor Oil • Beeswax • Mango Butter • Borage Seed Oil • Octyldodecanol • Black Currant Seed Oil • Sunflower Seed Oil • Unsaponifiables • Cardiospermum Halicacabum Flower • Leaf Vine Extract • Tocopherol • Sunflower Seed Oil • Rosemary Leaf Extract • Tea Tree Oil, Lavender Oil • Vitamin E

Question 39

What does the Scar Balm do?

Accepted Answer

Our Scar Balm is formulated with bio-active plant compounds chosen for their skin-comforting properties. It helps nourish, hydrate, and soften the skin around the scar area as part of your daily routine.

Question 40

When should I start using the Scar Balm?

Accepted Answer

Only start once your incision is fully sealed, this typically means 2+ weeks post surgery for small incisions and 6-8+ weeks for larger ones. Always check with your surgeon.

Question 41

How often should I use the Scar Balm?

Accepted Answer

Apply once or twice daily for best results.

Question 42

Why does the consistency of the Scar Balm change?

Accepted Answer

The balm may soften in warmer months and harden in cooler ones due to its natural ingredients.

Question 43

Can I use the Scar Balm under Silicone Tape?

Accepted Answer

No, Silicone Tape should be applied to clean, dry skin for optimal adhesion.

Question 44

Can the scar balm be used on depressed scars?

Accepted Answer

Yes, you can use the Scar Balm on depressed scars — it can help nourish and hydrate the skin around the area as part of your routine. It won’t fill in a depressed scar (like an ice-pick scar or deep surgical indentation), so for structural concerns, more advanced options are often needed and your healthcare provider can guide you on what's best. Our Scar Balm can be used alongside other care to help keep the surrounding skin feeling nourished and comfortable.

Question 45

What is the Scar Tape?

Accepted Answer

Nokori Scar Tape is a medical-grade silicone dressing designed to help flatten and soften new and older surgical or injury-related scars, and support their appearance over time. Individual results may vary.

Question 46

What does the Nokori Scar Tape do?

Accepted Answer

Nokori Scar Tape provides gentle compression and helps maintain optimal moisture levels around the scar area. By forming a breathable, protective barrier, it’s designed to help flatten and soften the scar and support its appearance over time. Individual results may vary.

Question 47

How does the Scar Tape work?

Accepted Answer

Nokori Scar Tape helps maintain an ideal moisture balance by mimicking the occlusion properties of the top layer of skin, allowing the skin to breathe while a breathable protective barrier sits over the scar. The tape’s gentle compression is designed to help flatten and soften the scar and support its appearance over time. Individual results may vary.

Question 48

What is the texture of Nokori Scar Tape?

Accepted Answer

Nokori Scar Tape is ultra-thin and flexible, conforming seamlessly to body contours for a barely-there feel. It is soft and breathable, designed to feel comfortable while worn. Its atraumatic design means it adheres gently to the skin and can be removed without causing irritation or discomfort.

Question 49

When and how should the Nokori Scar Tape be used?

Accepted Answer

Nokori Scar Tape can be used once your incision is fully sealed to support post-surgical scar management. It sits over the scar area as a breathable, protective barrier, applying gentle compression that’s designed to help flatten and soften the scar over time. The tape also helps balance moisture levels, replicating the occlusion properties of healthy skin while still allowing oxygen flow. If any mild skin reactions occur due to the adhesive, you can shorten wear intervals or pause the tape and continue with the Scar Balm in the meantime.

Question 50

What are the key active ingredients in the Nokori Scar Tape?

Accepted Answer

The key materials in Nokori Scar Tape are medical-grade silicone, which provides gentle compression and a breathable barrier designed to help flatten and soften the scar, and polyurethane film, which provides a breathable, protective outer layer.

Question 51

Is the Nokori Scar Tape breathable?

Accepted Answer

Yes, Nokori Scar Tape is designed to allow oxygen flow while helping maintain optimal moisture levels around the scar area.

Question 52

Is the Nokori Scar Tape gentle on the skin?

Accepted Answer

Yes, it is atraumatic, meaning it minimises discomfort during application and removal. This makes it well suited to sensitive skin.

Question 53

Does the Nokori Scar Tape adapt to different scar locations?

Accepted Answer

Yes, it is highly conformable and adapts effortlessly to body contours, providing comfortable coverage regardless of where the scar is located.

Question 54

Can the Nokori Scar Tape be worn during water exposure?

Accepted Answer

Yes, it is splash-proof and can be worn during light showering or swimming without losing its protective benefits.

Question 55

Does the Nokori Scar Tape provide sun protection?

Accepted Answer

It offers some UV protection, but for optimal sun defence, it is recommended to use SPF 50 sunscreen and protective clothing when exposed to the sun.

Question 56

What is the full ingredient list of Nokori Scar Tape?

Accepted Answer

Nokori Scar Tape is made from medical-grade silicone, polyurethane film, and non-woven PET.

Question 57

What does the Silicone Scar Tape do?

Accepted Answer

Our Silicone Scar Tape creates a breathable, protective barrier that helps lock in moisture — designed to help flatten and soften the scar and support its appearance over time. Individual results may vary.

Question 58

When should I start using the Silicone Scar Tape?

Accepted Answer

Start once your incision is fully sealed and there are no open wounds. Always check with your surgeon.

Question 59

How long should I wear the tape each day?

Accepted Answer

Wear the tape for a minimum of 12 hours a day for optimal results. If you have sensitive skin, start with shorter wear times and gradually build up to 12 hours as your skin adjusts.

Question 60

How often should I replace the tape?

Accepted Answer

Each strip can be used for up to 7 days, but this varies based on individual skin type and lifestyle. Some people replace it daily, others every few days, and some wear it for the full week — replace it whenever it loses adhesion or becomes worn.

Question 61

Can I shower or exercise while wearing the tape?

Accepted Answer

Yes, but excessive sweating or prolonged water exposure may weaken adhesion. If water gets trapped underneath, it may irritate the skin, so ensure the area is dry and comfortable after exposure.

Question 62

Is the Silicone Tape reusable?

Accepted Answer

Yes, you can remove and reapply the tape after showering, swimming, or applying Scar Balm at night, as long as your skin is dry and clean before reapplication. If you choose to reuse it, we suggest doing so for a maximum of 3 days, as the tape can quickly become worn and may collect particles from the air, which is not ideal. When removing the tape, place it back onto the protective backing you peeled it from and store it in a clean, dry place until you're ready to reapply. For best results, replace with a fresh piece every 3–7 days.

Question 63

Can I wash the Silicone Tape?

Accepted Answer

Yes, you can rinse the Silicone Tape under lukewarm water, but we recommend placing it back on its original backing for storage instead, as washing can be fiddly and causes the tape to wear out faster; if reusing, store it properly and replace it with a fresh piece after 3 days.

Question 64

Can I cut the tape down the middle to get more uses?

Accepted Answer

Yes, you can, but the original width of the tape is part of its design — keeping it at its original size is recommended for optimal results.

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