FAQs

Lowest price guarantee

We've worked hard to price our products as fairly and competitively as possible. If you find the same product from an authorised New Zealand stockist for less, we will match their pricing. Just send us the details and a link to the site and we will take care of the rest.


Returns

We cannot offer change of mind refunds or exchanges so please choose carefully and ask us for expert advice when choosing your skincare.

If you think you have had an adverse reaction to a product please get in touch asap and one of our skin experts will advise you what to do.

More often than not a perceived reaction is an action of the active ingredients our skincare uses. It is quite common to have a transition period when starting new skincare or changing to a higher level of active ingredients, our advice will often be to "back off" using the products for a week or so and giving your skin time to adjust. We ask all customers to be patient and trust our expertise when guiding you through this. 

From time to time product packaging may be faulty, just drop us a line and we will sort it for you.


Shipping

We offer free shipping on orders over $50 or a flat fee of $5. Once your parcel has been scanned in by the courier you will be sent tracking details automatically.

We cannot send to PO boxes and prefer to use the signature required service unless specified by the customer. Our courier picks up once a day with a target overnight delivery. Generally if an order is received by 2pm we can get it on the courier same day but we cannot guarantee pick up times or delivery and it is out of our hands once the parcel is picked up by the courier. Orders received later in the week can get held up in transit over the weekend as many local courier services do not offer Saturday delivery. 

Please track your item and contact Courierpost in the first instance, if you cannot resolve your query with them then email us at hello@skinstore.nz and we will assist you.

We do not ship overseas.