What payment methods do you accept?
Visa, Mastercard, Paypal and American Express.
Do I have to pay any taxes, VAT or GST?
All pricing in our store includes New Zealand GST, and all other applicable fees and charges. The price you see on the site, is the price you pay.
How do I use my promo code?
When you get to the checkout screen, you'll see under your items a box called 'Discounts'. Enter your code in here exactly as you received it, and click 'apply'. You should now see the discount showing in your purchase total.
How long will my order take?
Our delivery times to New Zealand and Australia are typically between 2 - 4 weeks. Our international delivery times are typically between 3 - 6 weeks. In very rare circumstances, delivery can take up to 45 days. This is caused by circumstances outside of our control (holiday season demand, port disputes, weather events, etc.).
Is your shipping really free?
Every order delivered to a New Zealand or Australian address is 100% FREE, no matter the order cost. Every order delivered to an international address is charged at a flat rate of just $5, no matter the order cost.
Which countries do you ship to?
New Zealand, Australia, United Kingdom, Ireland, United States, Canada, South Africa, and all countries in the European Union.
Why does delivery take up to 4 weeks?
We ship most products surface mail, direct from our suppliers. This provides significant savings in warehousing and other third-party costs. We pass these savings on to you, which is why our prices are so competitive!
Here's the usual delivery process, and timing:
- 3 - 5 days - Order processing, payment confirmation, picking and packing
- + 5 days - Delivery to supplier's port
- + 3 - 10 days - Arrival at your destination country port
- + 3 - 10 days - Customs processing, delivery to your address
Will all my products arrive at the same time?
Each product you purchase is shipped separately. Our products ship from different suppliers, and each product has it's own shipping schedule. So they'll arrive at your address one at a time, usually between 2 and 4 weeks after you order.
This keeps the product weight, and shipping costs and fees down. And just one of the reasons we can provide free shipping.
How does your delivery guarantee work?
We know on occasion a product gets lost in transit. And in rare circumstances a product gets stuck in your country's customs system. That's why, if for any reason, your order still remains undelivered after 60 days, we provide a FULL PRODUCT REFUND.
Can I return an item?
In most circumstances, you sure can. Check out our Returns and refunds policy for all the ins and out.
Will I have to pay customs duties?
In most circumstances you shouldn't have to pay any customs duties at all. All orders are shipped as 'low value' items and don't usually incur charges. In New Zealand, for example, as you've already paid GST, the value of your purchase would need to exceed $600 before duties are applicable.
Each country has slightly different rules when it comes to customs charges, you should check out your country's rules before you make a purchase. If the value of your order exceeds your country's customs duty threshold, then you will be liable to pay the customs fee.
What if the goods are damaged, or defective?
All purchases made in New Zealand are covered by the Consumer Guarantees Act. We also have a 'change of mind', and 'shipping guarantee' policy. These provide additional guarantees on top of your protection under consumer law.
As well as these guarantees, we take product quality very seriously. We regularly screen all of our suppliers, and hold them to very high standards.
I have a different question / can I talk to a real person?
We love chatting with our customers. You can use the 'Need help' button at the bottom of every page to contact us via Facebook Messenger. This is the quickest way to get in touch in real time. We are human though (and we definitely need a beauty sleep!), so if don't reply to your message straight away, don't worry, we will be in touch soon.
You can also contact us by email any time, check out the About us page for our contact details.