By The Lily Pond > CoViD-19 Response Policy

By The Lily Pond – CoViD-19 Response Policy

Last updated: 6 June 2020


By The Lily Pond produces hand-crafted products for use on your skin. This means that we are very conscious of our responsibility to keep our products safe and free of harmful germs. Our usual policy is to apply the same hygiene standards to our manufacturing and handling of products and their raw materials as is required of businesses that prepare food. We do so with extra vigilance in these times of CoViD-19.

Here is some information you may wish to know about, to give you confidence that By The Lily Pond products are safe to bring into your house and to be used by yourself and your loved ones.


Our Bubble

By The Lily Pond is a home-operating business. Both in our personal lives and By The Lily Pond, we strictly follow the guidelines provided by our government:

Our bubble is extremely small (two adults and two cats) and very tight. Currently, even now during Alert Level 2, we only leave the bubble for essential activities (i.e., almost exclusively for grocery shopping and to attend markets). We both (the humans, that is) have a background in science and are very socially conscious. We observe all physical (a.k.a. social) distancing requirements conscientiously. Once we re-enter the bubble, we unpack all the things carefully with frequent hand-washing, or if possible let them rest in the car or garage for an appropriate time. We finish by having showers and laundering our “outside clothes” straight away.

Receiving deliveries from our suppliers or sending out your orders it is completely contactless, and we follow the best practices on how to safely unpack and dispose of any materials on which the virus could still be surviving and frequently hand-wash while doing so.


Manufacturing Our Products

Because we hand-craft products that are for use on people’s skin, we find it safest to apply the same standards of hygiene standards to our manufacturing processes as food-preparation businesses. This means:

  • At all times, we maintain excellent personal hygiene, including frequent handwashing and removing ourselves from the manufacturing area before sneezing or coughing.
  • We keep all surfaces in the manufacturing area sanitised.
  • We keep all equipment sanitised.
  • We keep our bubble well-stocked with soap and easy access to a supply of clean towels.
  • We wear gloves and/or frequently wash our hands during the production process.
  • As an extra precaution, for the time being, we wear cloth face masks when handling ingredients or product that has not yet been packaged, to minimise any chance of exposing them to airborne germs.
  • Should either of us ever show any signs of being unwell, however mild, we will instantly stop production and filling orders, and contact all customers who have recently ordered from us.


Handling and Shipping of Your Orders

We wear gloves while filling orders. Courier pick-ups are completely contactless. We have a covered table set up outside where we leave parcels in a large plastic storage box. (We are lucky to be living on a very secluded section.) We use only reputable courier services, such as NZCourierPost, and trust that they also adhere to best practices.

For the time being, we only offer a contactless shipping option (i.e., “no signature required”), in order to minimise any possible risks of CoViD-19 transmission.

Nevertheless, because our parcels will come into contact with many surfaces and probably several people on their journeys from our bubble to yours, and since the virus can remain stable on surfaces for up to a few days, you should maintain caution on your end as well (see below).


Receiving Your Orders

When you receive your order from By The Lily Pond, please observe all necessary precautions.

Items inside the parcel should be clear as a result of our practices as described above. However, if you want to be extra-cautious and/or have vulnerable people in your bubble with you, we recommend storing the unopened parcel out of the way (in a cool place out of direct sunlight) and not touch it for a couple of days.

Since the virus has been around for such a short time, research is still limited. However, a study published in the New England Journal of Medicine tested how long this coronavirus remained detectable on different surfaces. They found that the virus remained detectable on cardboard for up to 24 hours and plastic for up to 72 hours, although the amount and “quality” of the viral material deteriorated quickly over those timeframes.

When receiving and unpacking your parcel:

  • Ensure that delivery by the courier is contactless. (We currently do not require signatures for delivery for this reason.)
  • After opening your parcel, safely dispose of outer packaging immediately or store it away from people until there is no chance of the virus surviving on it before reusing it. (While we encourage reusing of materials as part of our environmental ethos, please be extremely careful when reusing things that have entered your bubble recently.)
  • Wash your hands thoroughly with soap for at least 20 seconds before handling inside packaging materials and our products.
  • Disinfect any surfaces that the outer packaging has come into contact with.
  • Wash your hands again after everything is done.


Delays In Receiving Your Orders

After the downgrading to Alert Level 3 allowed couriers to once again accept orders for non-essential business, there have been significant delays due to very demand on courier services. This situation seems to have eased and delivery times seem to be back to normal expectation. However, should you experience any delays, we thank you for your patience.



As of 7 June, we are back on local markets, starting with a weekly appearance every Sunday, 10 am to 4 pm at the Arts Centre Mākete.

The markets apply very strict rules for maintaining physical distancing, providing for example 2m distancing guides and queue management, as well as special hygiene procedures. So, despite Suse being a vulnerable person, we feel safe to attend markets again.

On our side, we do of course observe all rules of the markets and to further minimise any risks, we do not allow any direct contact with our products except during a purchase. We sanitise displays frequently, and keep all sellable stock items out of reach of market visitors until they are sold.


For more answers to all the questions, we found this site on the TIME magazine website helpful: All Your Coronavirus Questions, Answered.

Be safe, be social… at a distance. Follow the guidelines:
Kia kaha! We can do this together.


This policy supersedes our usual Terms & Conditions, in parts, as appropriate.