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CUSTOMER CARE
Delivery
2023 HOLIDAY SHIPPING CUT OFF DATES
Please place your order by the below dates, to ensure you receive your skincare by Christmas Day.
AUSTRALIA
17 December (Regional Areas)
19 December (WA, NT, TAS)
20 December (NSW, VIC, QLD, SA, ACT)
NEW ZEALAND
20 December (South Island and North Island)
21 December (Auckland)
UNITED KINGDOM
20 December
REST OF WORLD
12 December
- New Zealand, Australian and United Kingdom orders will not attract import or customs duties.
- For all other countries, import or customs duties (including GST and VAT) may be charged once the order reaches the destination country and must be paid by the person placing the order. We will not refund your order if you do not want to pay the import or customs duty. Customs duties and policies vary per country, please see here what the thresholds are for your country. This may also impact delivery times.
Click on your country below to see when you can expect them.
Orders over $99 (NZD) - free carbon neutral express shipping
Orders below $99 (NZD) - express carbon neutral shipping flat rate of $4.95 (NZD)
Delivery time (estimated)
Orders are dispatched from our New Zealand warehouse and we aim to deliver your order within 1-2 business days to all metro areas. Rural deliveries may take an additional 1-2 days.
Shipping cost
Complimentary standard shipping on all AU orders
Delivery time (estimated)Orders are dispatched from our Australian warehouse and we aim to deliver your order within 1-2 business days to all metro areas. Rural deliveries may take an additional 1-2 days.
CourierNZPost or AusPost
Orders over $170 (USD) - free carbon neutral express shipping
Orders below $170 (USD) - carbon neutral shipping, flat rate of $14.95 (USD)
We aim to deliver your order within 5-10 business days to all metro areas with express shipping, and within 6-14 days with standard shipping.
Rural deliveries may take an additional 1-2 days.
Courier
NZPost, USPS or DHL
Orders over $165 (SGD) - free carbon neutral express shipping
Orders below $165 - flat rate of $14.95 (SGD) express carbon neutral shipping
We aim to deliver your order within 4-10 business days to all metro areas with express shipping.
Rural deliveries may take an additional 1-2 days.
Courier
NZPost, Singapore Post
Orders over £99 - free carbon neutral shipping
Orders below £99 - flat rate of £5 for carbon neutral shipping
Orders are dispatched from our UK Warehouse. For orders placed before 1pm, Monday - Friday we aim to deliver your order the next day. If you order after 1pm Monday - Friday your order will be delivered in two days. Highlands and Islands are a two day delivery service
Courier
DPD or Royal Mail
Orders over €149 - free carbon neutral shipping
Orders below €149 - flat rate of €15 for carbon neutral shipping
European Countries We Ship To
Austria, Belgium, Croatia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Sweden
We aim to deliver you order within 4 - 8 business days.
Spain, Italy and Portugal:
Couriers will require customer’s personal ID number for clearance information via email or text message before proceeding to delivery.
Courier
DHL, UPS or FedEx
Orders over $100 (NZD) - flat rate of $9.95 (NZD) for carbon neutral shipping
Orders below $100 (NZD) - flat rate of $14.95 (NZD) for carbon neutral shipping
We aim to deliver your order within 8-15 business days to all metro areas with express shipping, and within 10-18 days with standard shipping.
Rural deliveries may take an additional 1-2 days.
Please be aware there are currently delays due to Covid-19, which has caused reduced flights and flight capacity.
Rest of the World includes:
Brazil, Canada, China, Hong Kong SAR, Indonesia, Japan, Malaysia, Malta, Mexico, Russia, South Korea
Courier
NZPost and local courier
Please make sure you provide complete and accurate delivery information.
Additional delivery information:
COVID-19: As a result of COVID-19, our delivery times are likely to be more than the targets outlined above. The number of international freight and flights are currently below the normal capacity. If you have not received your order within a reasonable amount of time, please let us know and we can check the status of your order.
Carbon Neutral Shipping:
As part of our Toitu Climate Positive Certification we measure all product lifecycle greenhouse gas (GHG) emissions including transportation. We then offset any unavoidable emissions through the purchase of carbon credits to go beyond neutrality for at least 125% compensation. On an annual basis this is independently verified by Toitū Envirocare - a New Zealand Government owned certifications provider.
