Online Orders
Refund Policy
How do I place a return or exchange for my online order?
We’re sorry you didn’t love your online order. Please email jemma@skinhealthstudio.co.nz and tell us the nature of your return. We may require pictures in the instance of a reaction to use of a product, to process the validity of the return and/or to offer aftercare advice. We cannot accept returns for simple change of mind when the product has been opened or gift vouchers.
Products purchased online from the website must be returned in their original packaging within 10 days to:
74 Albert Street, St Clair, Dunedin 9012
We recommend that you return your product using signature-required Courier Post. If you use general post your package will not be insured and we cannot accept liability if it is damaged or goes missing.
We can only refund postage costs where the return is a result of our error or if you have a legitimate claim under the Consumer Guarantees Act 1993.
What’s your return policy?
You have 10 days from the date of purchase to request a return or exchange if you change your mind. This does not apply to gift vouchers. To do so, please reach out to us via jemma@skinhealthstudio.co.nz.
We will credit or refund of the purchase price paid by you for the item(s), less any discounts, credits or refunds already given to you in connection with such products. The original shipping will not be refunded unless it was our error or if you have a legitimate claim under the Consumer Guarantees Act 1993.
This Return Policy applies in addition to, and does not affect, your statutory or contractual rights, including the consumer guarantees which are provided under the Consumer Guarantees Act. We abide by the Consumer Guarantees Act for faulty items. For more information please refer to the Consumer Guarantees Act 1993.
How long does it take to process a return?
We will do our best to process the return within 15 working days of receipt.
What should I do if I receive the wrong product?
You received a product different from the one that you ordered? Sorry about that. Please contact us at jemma@skinhealthstudio.co.nz. and we will send out the right product you ordered along with a pre-paid return bag so you can return the incorrect product to us.
Shipping Policy
I’ve placed my order! When can I expect to receive it?
We work closely with our couriers to ensure your order reaches you as soon as possible. You can expect your order within 3 – 5 business days.
Where do you ship?
We only ship within New Zealand. We are unable to ship to PO boxes, please ensure a physical address is supplied.
When will my order ship?
You place your order, we process your order, then we ship your order. Please allow 1 to 3 days business days for orders to be processed plus allow 2 business days for courier delivery (5 business days in total). However for North Island allow 3 days for courier delivery (6 business days in total).
Once it is dispatched, your courier will take it from there. You’ll get a shipment notification with a tracking number as soon as your package ships. Keep an eye on the mail!
I’m having problems with my tracking number:
Sometimes it takes the courier 1-2 business days to register your shipment status. If your tracking number isn’t updating or working at all, please reach out to via jemma@skinhealthstudio.co.nz and we will do our best to help you.
How can I edit my shipping address?
If your order is shipping to an incorrect address or you want to change where it is being shipped to, please use your tracking link to adjust your address via Courier Post or email jemma@skinhealthstudio.co.nz