Pump not working
The Aspect and Aspect Dr range use an airless pump system. Small air bubbles can form during the filling process which can prevent the pump from working correctly. We recommend turning the vessel upside down and pumping until the product dispenses. Give this trick a go and if you don't have any luck then please don't hesitate to get in touch with us hello@skinstore.nz
Loyalty points missing
To prevent customers from double spending their points a hold is placed on them at checkout. If you go back to change your order, you will notice the points have been deducted from your loyalty points balance. These will automatically be reinstated within a couple of minutes when the hold expires - you may need to refresh the page, please be patient. We have a full history of your points so if you believe there is any discrepancy then get in touch with us and we can take a look for you.
Shipping
Free shipping on orders over $150. $5 flat rate shipping for orders of lesser value.
We use NZPost for shipping of all packages. Orders are sent out Monday to Saturday, usually with next day delivery if we receive your order before 12pm.
You can check NZPost's domestic delivery updates here - https://www.nzpost.co.nz/contact-support/domestic-delivery-updates
My order hasn't arrived yet
Before contacting us please track your parcel using the link in the shipping confirmation email, if you haven't received a shipping confirmation email then please check your spam folder. We can't send orders out on Sunday and Saturday pick up is very early. If you order on a Friday before lunchtime we will dispatch same day but unless your area has a Saturday delivery (many do not) then your order won't arrive till Monday or Tuesday. We are always happy to help but please remember we are at the mercy of the couriers too.
Card payment issues
We use an extra layer of credit card security called 3D Secure to prevent credit card fraud. The system analyses each transaction and gives it a risk rating. Some banks may send customers a text message with a verification code to complete the transaction and others may decline; this could be because your card is new or isn't used for online shopping regularly. Unfortunately there isn't anything we can do for this, you'll need to call your bank. We cannot take payment over the phone, you can use Afterpay as an alternative. Very rarely 3D Secure will place a pre-authorization hold on the credit card for the same amount as the purchase, this will show as "pending" and will drop off within 2-3 business days.