frequently asked questions
What method of payment is accepted?
We accept Visa and Mastercard payment.
Is my personal information secure when I order online?
We use industry-standard encryption to keep your personal information secure throughout the payment process. We do not permanently store your credit card or bank information.
The item I want is out of stock, when will it be back?
Please email firstname.lastname@example.org with the name of the product you are interested in and we will contact you when the item is back in stock.
Shipping & Returns
How much will shipping cost?
We offer free shipping Australia-wide on orders of $100 or more. For orders less than $100, shipping is charged at $10 per order. We use Australia Post Parcel Post.
Is express shipping available?
Express shipping is not available at this time. For faster fulfilment, you may wish to contact one of our retail partners in your area.
Is international shipping available?
Unfortunately Mater’s online shop is not able to offer international shipping at this time
How long will shipping take?
Products purchased through our online store are shipped via Australia Post Parcel Post. You should receive your parcel in 2 to 5 days, or a little longer for country areas. If you are not present when Australia Post delivers your goods they will leave an official note for collection and you will need to collect from the assigned local Australia Post outlet.
Shipping update 27.04.2020: Australia Post are experiencing significant delays due to limited flights, social distancing requirements and a substantial increase in parcel volumes as more people shop online.
I want to return a product, how do I do this?
If you are not completely satisfied with your Mater Product, please contact our Product Customer Care Team via email at email@example.com or by calling 1300 162 837.
Why has Mater Mothers’ Hospitals developed products?
As Australia’s largest provider of maternity care our midwives know and understand what makes a safe and effective product for you and your baby. We developed a range of maternity and baby care products so we could share this knowledge and expertise with you and continue the care our Midwives provide from the hospital into your home.
Where are Mater Products made?
Mater skin care (Mater Body Balm for pregnancy, Mater Baby Wash, Mater Baby Moisturiser and Mater Nappy Balm) is made in Australia.
Mater Nappies sizes 1-4 (Newborn, Crawler, Infant and Toddler) are now all made in Australia. Whereas Mater Nappy size 0 (Newborn-First-Weeks) is still in the process of becoming Australian Made.
Are Mater Products suitable for sensitive skin?
Yes. Our Mater Products have been dermatologically tested using the Repeat Insult Patch Test method and proven to be non-irritating, including on sensitive skin. Our products contain only safe, extra mild ingredients and have been created specifically for the delicate skin of newborns, babies and children.
In particular, our Mater Baby Wash and Mater Baby Moisturiser have been specifically formulated for the sensitive skin of newborns. Newborn and infant skin is thinner and more delicate than developed adult skin—the use of products designed specifically for your baby’s skin is beneficial1, 2.
However, as with any new product, to be sure it is right for your skin we recommend you patch test on a small area of skin first.
Mater skin care is not recommended for use on broken skin or open wounds.
1.Dizon MV, Galzote C, Estanislao R, Mathew N, Sarkar R. Tolerance of baby cleansers in infants: a randomized controlled trial. Indian Pediatrics. 2010 Nov 47:959-963.
2.Stalder JF. Skin Care of the Newborn. In: Irvine A, Hoeger P, Yan A, editors. Harper’s Textbook of Pediatric Dermatology, 3rd ed. Blackwell Publishing Ltd; 2011.
What about eczema, psoriasis and dermatitis?
Our Mater Products are extra mild and only contain ingredients proven to be non-irritating. We often receive feedback from parents of older children and even adults themselves that our Mater Products have been suitable for their skin because of their extra gentle nature.
However, every person’s skin is different. If you or your child have a specific skin concern, we recommend that you speak with your doctor or child health practitioner before using any products on the skin.
Are Mater Products suitable for use during pregnancy and breastfeeding?
Yes. Our Mater skin care, including Mater Body Balm for pregnancy, are formulated to be suitable for pregnant and breastfeeding women. Our skin care products contain food-grade ingredients and are formulated to ensure that incidental ingestion, such as during bath time, does not pose a health risk. Careful attention has also been given to the fragrances of our Mater skin care products to ensure they are more likely to be suitable for women experiencing morning sickness.
Are Mater Products “organic” and “all natural”?
Our unique co-creation process highlighted the confusion around a lack of regulation of baby care product ingredients and our co-creators provided the insight that they wanted products that were of the highest quality, containing only ingredients safe for use on infants based on peer-reviewed scientific data. We feel privileged to have been able to bring to market the Mater maternity and baby care range and we welcome questions from mothers looking to better understand what is in the products they are using, so they can make an informed decision.
Mater chooses to use preservatives in its products to stop the growth of micro-organisms including bacteria within the products and to protect the products against spoilage.
Each ingredient in Mater Products has been subjected to professional toxicological examination, where we rely on peer-reviewed scientific information. We only use ingredients that have been scientifically documented as having a long standing safe history of use in infants. Having reviewed the literature available, we believe our chosen preservatives are the most appropriate preservative for each product in terms of safety and efficacy. We regularly review our ingredients to ensure that our Mater Products continue to be as safe as possible for infant use.
Is the Mater Baby Wash suitable as a shampoo or do I need baby shampoo too?
Mater Baby Wash is designed to cleanse your baby’s hair and scalp as well as their skin so there is no need to use a separate baby shampoo. To wash your baby’s hair and scalp apply Mater Baby Wash directly onto your baby’s head, gently massage their scalp and hair with your hand or a wash cloth. When finished, rinse off with water from their bath.
Can I use Mater Nappy Balm with cloth nappies?
Yes. Mater Nappy Balm is suitable for babies in cloth nappies (including modern cloth nappies) and disposable nappies.
What nappies do Mater Mothers’ Hospitals use?
Mater Mothers’ Private Brisbane and Mater Mothers’ Private Redland use Mater Nappies when caring for newborn babies. Our high quality, super absorbent nappies are also used throughout Mater Children’s Private Hospital and Mater Childcare.
What is the difference between Newborn First Weeks Nappies and Newborn Nappies?
Our research into newborn nappies with Mater Midwives and Mums showed that most newborn babies weigh under 3.5 kg (equivalent to 8 lb) at birth. In response we developed Mater Nappies – Newborn First Weeks for this large proportion of babies that are too small for a traditional newborn nappy.
The difference between Mater Nappies – Newborn First Weeks and Mater Nappies – Newborn is the size. Mater Nappies – Newborn First Weeks are designed for babies weighing up to 3.5 kg and Mater Nappies – Newborn are designed for newborn babies weighing between 3 kg and 5 kg. Babies who fit into our Newborn First Weeks size at birth will grow into our Newborn size nappies.
Does Mater make nappies for preterm babies?
Mater Nappies – Newborn First Weeks are designed for babies weighing up to 3.5 kg. This size will be suitable for many preterm babies, although some preterm babies may need an even smaller nappy.
What are Mater Nappies made from?
Mater Nappies are made from a number of components which combine to produce a high quality, absorbent nappy for your baby. Mater Nappies are fragrance free and latex free.
The key components of Mater Nappies are:
- Cellulose: Sustainable Forestry Initiative (SFI) certified cellulose forms the fluffy paper-like part of the Mater Nappies super absorbent core.
- Super Absorbent Polymer (SAP): SAP, also known as polyacrylate, is a fine granular material that is mixed with cellulose to form the absorbent core of Mater Nappies. These granules absorb a large volume of liquid in the nappy turning it into a gel.
- Back sheet: Forming the breathable outer layer of Mater Nappies, the back sheet is comprised of two layers; one to prevent leakage and a second to give the nappy its soft cloth-like feel.
- Top sheet: Made from non-woven material the top sheet is the soft inside layer that sits against your baby’s skin. This layer is designed to remain dry as it enables liquid to flow through it into the super absorbent core.
- Tabs: The back tabs, used to fasten the nappy, are elasticised non-woven Velcro, enabling them to be secure, strong and flexible to fit babies of all shapes and sizes.
- Leg cuffs: Made from non-woven material, leg cuffs are designed to prevent leaks from the side of the nappy.
- Front panel: The front panel, used to secure the tabs on Mater Nappies, is made from non-woven locked loop material–the counterpart to the Velcro tabs. In most sizes this panel has a printed graphic which also helps identify the front of the nappy (Mater Nappies – Newborn First Weeks front panel is not printed).
- Glue and elastic stitching are used to hold all the components of Mater Nappies together.
Why is umbilical cord protection important for my baby?
After birth, your baby’s umbilical cord will usually take between 7 to 10 days to heal. During this time Mater Midwives recommend that you avoid placing any undue pressure on your baby’s umbilical cord and allow it to be exposed to air. Mater Nappies – Newborn First Weeks Size 0 and Mater Nappies – Newborn Size 1 have umbilical cord protection built in to the design to help you care for your baby’s cord in their first weeks.
I have accidentally placed a nappy in the washing machine what should I do?
If you have run a full wash cycle with a nappy included in your load of washing it would have broken up and the super absorbent polymer (SAP) would have absorbed a large volume of liquid and turned into gel. You will need to clean your washing machine and re-wash the clothes that were in the load with the nappy.
Remove all clothing from the machine and wipe the machine down with a damp cloth to remove the visible and large pieces of the nappy from the drum. Clean the washing machine lint filter and then run a complete wash cycle to clean the machine. Once this cycle is complete and there are no visible nappy pieces in the washing machine drum, empty the lint filter again. You may need to run a second cycle to completely remove all the nappy pieces.
Before re-washing the clothes remove as much of the nappy residue as possible. This is often easier when the clothes are dry.
Are Mater products tested on animals?
No. Mater Products are not tested on animals.
What is the shelf life of Mater Baby Products?
The expiry dates are usually printed on the outside cartons of the nappies (except Crawler size 3 and Toddler size 4). Our nappies are stamped with an expiry date as part of manufacturing processes, however accelerated heat and age testing shows that our Mater Nappiers continue to perform to the highest standards years after the stamped expiry date.
The skin care products do not need an expiry date (according to Australian regulations), but after they have been opened, they will last for 12 months if stored in a dry place away from direct sunlight.
Please remember, it is still important to adhere to expiry dates to have full confidence in the product.