About Maternella & Shopping FAQ
About Maternella
Maternella is a premium skincare brand dedicated to plant-based, fragrance-free formulations. We believe that effective skincare should be gentle, clean, and safe for everyone — including those with sensitive skin. Our product line includes wipes, disposable facial towels, cleansers, masks, moisturizers, and toothpaste, all crafted with natural botanical ingredients at their core.
Where Can You Find Us?
Maternella is currently available in the following markets:
- 🇺🇸 United States
- 🇪🇺 European Union
- 🇬🇧 United Kingdom
- 🇯🇵 Japan
Exciting news — we're expanding soon! Within the next two months, Maternella will also be available in:
- 🇰🇷 South Korea
- 🌎 Latin America (coming soon — stay tuned!)
Beyond our official website, we sell across multiple platforms. Please visit our website for the most up-to-date list of authorized retailers and channels. We're continuously growing — follow us for the latest updates.
Shopping FAQ
📦 Orders & Shipping
Do you ship internationally?
Yes! We currently ship to the United States, European Union, United Kingdom, and Japan. All orders for these regions are fulfilled from local warehouses — meaning your order ships domestically within your region for faster delivery, lower shipping costs, and no customs delays.
- 🇺🇸 US customers: Shipped from our US fulfillment center
- 🇬🇧 UK customers: Shipped from our UK fulfillment center
- 🇯🇵 Japan customers: Shipped from our Japan warehouse
South Korea and Latin America will be available within the next two months — local fulfillment details for these regions will be announced at launch.
How long does it take to process and ship my order?
Orders are typically processed and dispatched within 1–2 business days. Because we ship from local warehouses in each region, most customers receive their orders within 3–7 business days depending on their location. Estimated delivery times will be displayed at checkout.
Will I be charged customs duties or import fees?
For customers in the US, EU, UK, and Japan — no customs duties or import fees apply, as your order ships from a local warehouse within your region. You pay only the product price and any applicable local taxes.
Can I modify or cancel my order after placing it?
We process orders quickly, so please contact our customer service team as soon as possible after placing your order. We'll do our best to accommodate your request before it ships.
How can I track my order?
Once your order has shipped, you'll receive a confirmation email with a tracking number. You can use this to monitor your delivery status in real time.
💳 Payment
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express), Shop Pay, and PayPal. The full list of available payment options will be shown at checkout.
Are prices inclusive of tax?
Prices displayed on product pages do not include tax. Applicable taxes will be calculated automatically at checkout based on your shipping address and local regulations.
🔄 Returns & Exchanges
What is your return policy?
We offer a 30-day return window from the date of delivery. Items must be unopened and unused to be eligible for a return. Please refer to our Returns Policy page for full details.
What if I receive a damaged or defective item?
We sincerely apologize for any inconvenience. Please take photos of the damaged item and contact our customer service team — we'll prioritize arranging a replacement or refund for you.
🌿 Product Questions
Are Maternella products suitable for sensitive skin?
Absolutely. All of our products are fragrance-free and formulated with gentle, plant-based ingredients specifically designed for sensitive skin types.
Are your products dermatologically tested?
Our products undergo rigorous safety testing. Please refer to individual product pages for specific certification and testing details.
How do I choose the right product for my skin?
You can browse our product categories by skin type and concern, or reach out to our customer service team for personalized recommendations.
📬 Contact Us
Have more questions? We're here to help:
- Live chat on our website
- Email us via the Contact page
Our team typically responds within 1–2 business days. Thank you for choosing Maternella — we look forward to being part of your skincare routine.