FAQS

Frequently Asked Questions
Welcome to the Katatonic FAQ — your go‑to spot for all things bath, body, fragrance, and magical chaos. If you don’t see your question here, feel free to reach out via our Contact page.

SHIPPING
How long does it take to process my order?
Orders are usually processed within 2–4 business days. During busy periods (like markets or new drops), processing may take a little longer. For current processing times please check the banner at the top of the page.

How much is shipping?
Flat rate $15 for standard shipping, or $20 if you want it there faster with express. And here's the good part — spend over $150 and shipping is on us. Free. Zilch. Nada. Just pop those extra goodies in your cart and enjoy the ride..

We also offer free delivery in the Bendigo area for all orders over $75
Do you offer local pickup?
Yes, you can pick up Sundays at The Bendigo Showgrounds Market!

Do you ship Australia-wide?
Absolutely! Wherever you are in Australia, we've got you covered. We send everything via Australia Post so your order is in good hands.

Orders & Customisation
Can I get gift wrapping?
Yes! We love a good gift moment. Gift wrapping is available, so if you're treating someone (or yourself — no judgement), we can make it feel extra special.
Do you do custom or gift hamper orders?
For home fragrance products, absolutely. Custom orders and gift hampers are something we genuinely love putting together. Just get in touch via Facebook Messenger and we'll sort something out for you.

Can I place a custom scent order?
We welcome feedback and suggestions on scents! We use premium, pre-blended fragrance oils from trusted Australian suppliers, so our scent range is curated rather than custom-blended in-house. But we love hearing what you'd like to see, so drop us a message anytime.
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Products & Ingredients
Where are Katatonic products made?
Right here in Bendigo, Victoria, Australia — small batch, by hand, with a whole lot of love (and the occasional fragrance oil cloud). We're a two-person operation and every single product is made by us.
What ingredients do you use?
We're big on skin-loving ingredients. Our bath bombs are made with coconut oil, and our artisan soaps are made with coconut milk. We use premium, pre-blended fragrance oils sourced from trusted Australian suppliers - No surprises, just brilliant scents.
Are your products safe for sensitive skin?
We use high-quality, skin-loving ingredients and only premium fragrance oils from reputable Australian suppliers. All fragrance oils come with safety data sheets. That said, everyone's skin is different — if you have specific sensitivities or allergies, we recommend checking the ingredients list for any product before use. If you have questions, just ask!
Do your products comply with Australian regulations?

How long do your products last?
It depends on the product:
Bath bombs — best used within approximately 4 months. Keep them somewhere cool and dry and they'll stay fizzy and fabulous.
Soaps — these last indefinitely. Our artisan soaps are cured and stable, so no rush.
Home fragrance products (wax melts, candles, reed diffusers, etc.) — these also last indefinitely. Just store them away from direct sunlight and heat and they'll stay in top shape.
You have over 900 products — how do I even choose?
We know, it's a lot (in the best possible way). Start with a scent family you love — fruity, floral, sweet, fresh, or something bold and unexpected — and go from there. If you're ever stuck, send us a message on Facebook. We love helping people find their next obsession.
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Returns & Refunds
What's your returns policy?
Here's the honest truth: we make every product by hand in small batches, and we inspect everything before it goes out the door. Our quality standards are high — which is why, to date, we've had zero returns or exchanges.
That said, here's where we stand:
Change of mind — we're not able to accept returns or offer refunds for change of mind. We know that's not what you want to hear, but it's the reality of handmade, small-batch products.
Faulty products — if something arrives and it genuinely isn't right, we want to know about it immediately. We'll sort it out for you.
Bath and body products — due to hygiene reasons, these cannot be returned.
Custom orders — custom and personalised orders are final sale.
If something isn't right with your order, please reach out via Facebook Messenger as soon as possible and we'll do everything we can to make it right.
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Our Market Stall
Do you have a physical store?
We don't have a traditional shopfront, but we do have a permanent market stall at the Bendigo Sunday Market at the Bendigo Showground — and it's a proper setup. We're talking a five-stall spread, packed full of products. We've been there for six years, so we know all the good spots.
When is the market on?
The Bendigo Sunday Market runs on Sundays at the Bendigo Showground. Keep an eye on our Facebook page for updates on what we'll have in stock each week.
Do you have a loyalty program at the market?
We do! Pick up a loyalty card at the stall. After six purchases, you'll get a scratch card with a discount or a free product. It pays to keep coming back.
Will you have an online loyalty program?
Yes — that's coming! We're working on bringing a similar loyalty experience to our online store. Watch this space.
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Getting in Touch
How do I contact you?
The best way to reach us is via Facebook Messenger. We aim to get back to you as soon as possible — usually within 24 hours. We're a small team of two, so we appreciate your patience, but we genuinely love hearing from our customers.
Where can I follow you?
Find us on Facebook and Instagram for product updates, behind-the-scenes moments, new launches, and the occasional ridiculous scent description. Come say hi.
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Still got questions? We don't bite — reach out on Facebook Messenger and we'll get you sorted.