Shipping & Returns
Your orders are packed with care and dispatched within 24 hours (excludes weekends and public holidays) to our courier partners.
For the security and tracking of your parcel, we mark all domestic shipments as requiring a 'Signature on Delivery'. If you would like to change this to 'Authority to Leave', you will need to visit the NZ Post website and update your preferences here.
Free shipping on all orders over $100.
$6.00 standard shipping on orders under $100.
Once dispatched, estimated delivery time is 1-3 business days. Rural deliveries may take an extra 1-2 business days. Orders are sent via tracked courier.
Carrier: NZ Post
Free shipping on all orders over $150.
$20 standard shipping on orders under $150.
Once dispatched, estimated delivery time is 3-10 business days to all metro areas. Rural deliveries may take an extra 2-3 business days. Orders are sent via tracked courier.
Carrier: NZ Post / AusPost
We currently ship to New Zealand and Australia. However, we are working on shipping options for other countries, so keep an eye out for updates.
New Zealand and Australian orders will not attract import or customs duties.
Please ensure that the delivery address and receiver’s name for your order is accurate and complete, including the full business name if shipping to a work address, as we are unable to change these details once you have placed your order.
We will endeavour to deliver goods on the stated delivery dates but Matakana Skincare will not be held liable for late delivery.
Delivery will be deemed to have been made when the goods arrive at the delivery address provided by you. We will not take responsibility for damage, loss or theft of goods after they have been delivered. You acknowledge that by giving authority for the courier to sign for and leave your parcel, Matakana Skincare will not be liable in any way for any loss or damage to the parcel left at the address in accordance with your instructions.
Contact NZ Post Support directly to get information about your parcel once it has been dispatched, only contact Matakana Skincare if your order has been deemed lost by NZ Post or if you have received faulty or damaged products.
You may cancel an order at any time up until the point of which the goods are dispatched, after which time you will need to return the items to us in order to receive a refund. To cancel an order, please contact us as soon as possible and we’ll do our best to accommodate your request.
We want you to be totally satisfied with your Matakana Skincare products. If you are not happy with your purchase, you may return it to us within 30 days for a full refund, less shipping costs.
- All returns must be received within 30 days of purchase.
- The product must be unused and returned in the same condition as it was delivered in.
- In lieu of a refund we are happy to provide a store credit or an exchange, in which case we will cover the shipping cost for your replacements.
- We do not refund shipping and handling costs.
- Please ensure that returns are well packaged to avoid damage.
- You will be responsible for paying shipping costs to return the product.
- We recommend using a tracked method of return delivery, as we are unable to accept responsibility for lost return parcels.
Once we receive your product back in accordance with our Returns Policy, we will process your refund to the original credit card used for payment, and send you a confirmation email. Please note that shipping and handling costs are non-refundable.
Refunds and exchanges may take up to 10 days to process.
Damaged or Incorrect Items
In the event that your product was delivered damaged, or you believe the product is incorrect, please contact us as soon as possible at firstname.lastname@example.org with your name, phone number, order number, batch number and expiry date, a detailed description of the issue, and photos of the product or damage.
As soon as your claim has been reviewed and approved, we will send out a replacement product.
If you have known allergies, please carefully review our ingredients before making a purchase. A full ingredient list for each product can be found on our website.
We always recommend patch testing before first use. If you experience an allergic reaction, please stop using the product immediately.
In the rare case of an allergic reaction occurring, we are happy for you to return the product to us, and exchange it for a more suitable alternative.
Please contact us at email@example.com with a photo of the reaction, along with your name, phone number, order number, batch number and expiry date. We will review your claim and provide further assistance.
Return Mailing Address
Returns will need to be sent to:
5 The Centre