Shipping & Returns
Delivery Timeframes
Orders are dispatched Monday to Friday (excluding Public Holidays) within 1-2 business days.
We use an overnight signature-required service with NZ Post for all deliveries, excluding oversized items (eg. salon furniture) which are sent via NZ Post economy (target delivery – 3 working days).
Please be aware:
- While most parcels arrive overnight, delivery times are subject to NZ Post and may extend up to 3 business days during peak periods.
- Aerosols (e.g. hairspray) are classed as dangerous goods and may have a slower delivery date.
- Oversized items (e.g. salon chairs) are sent via NZ Post economy and may have a slower delivery date (target delivery – 3 working days). If your item is oversized, this will be noted in the product description and subject to a $30.00 delivery charge.
- Dispatch times may be delayed during high-volume sales periods.
Delivery Fees
- FREE for orders over $100
- $7.95 for orders under $100
- $30.00 for oversized items (charged separately at checkout for each oversized item)
International Delivery
We currently ship within New Zealand only.
Tracking, Redirection & Authority to Leave
We use a signature-required courier service for all deliveries.
You will receive a tracking number when your order has been dispatched.
If you have set up Ongoing Leave Authority with NZ Post, your parcel will be left in your chosen safe place without a signature.
If you haven’t, but want contactless delivery, click the tracking link and select Leave My Parcel.
You can also write “Authority to Leave” in your order notes, and we’ll pass it on to the courier.
Hair & Beauty Online and our courier representative will not be liable for any loss or damage to a parcel left in accordance with the instructions provided. Our courier representative may at their sole discretion refuse to leave the parcel at the specified location for any reason.
Click & Collect
We do not offer Click & Collect services.
Can I Cancel My Order?
If you wish to cancel your order, we will be happy to accommodate only if the order has not been dispatched by the time the cancellation request has been processed. If payment has already been made, we will gladly refund the amount charged by the method in which it was originally paid.
Can I Exchange a Product?
We can facilitate an exchange if we receive your unwanted item back to us unopened, unused, and in the original packaging within 14 days of purchase.
We do not accept exchanges for any electrical items, hair accessories, hair colouring products, personal-use beauty tools (such as eyelash curlers, makeup brushes, and eyebrow/lash tints), salon furniture and skincare products.
Our customer service team will need to approve the exchange before you return an item to us. You will be responsible for the cost to return the goods.
We are unable to accept returns or issue refunds if you have changed your mind or the item purchased isn’t what you expected.
Change of Mind
Please note that we are unable to accept returns or provide refunds for purchases made due to a change of mind. Additionally, once a product has been opened or used, we are unable to offer a refund if its performance does not match your expectations. We truly appreciate your understanding and thank you for your continued support.
Help! I Received the Wrong Product
If you have received an item that isn’t what you ordered, please email [email protected] with the following information:
• Order number.
• A photo of the incorrect item.
We will contact you as soon as possible to arrange a replacement for you (or otherwise).
Please do not use the product, tamper with the product/packaging or dispose of the product unless instructed our Customer Service team.
Help! I Received a Damaged or Faulty Product
If the item you have received is damaged or faulty, please email [email protected] immediately with the following information:
• Order Number
• A description of the damage/fault.
• A photo or video illustrating the damage/fault.
We may be required to liaise with our supplier or our courier company before the claim can be resolved. This may be subject to a time frame.
Stolen Product
We use a signature-required service for all orders we dispatch.
Hair & Beauty Online takes no responsibility for orders that are lost or stolen once the parcel has been delivered to the correct delivery address.
Home Hairdressing, Bleaching and Colouring Products
Home Hairdressing, Bleaching or Colouring products are purchased at your own discretion and risk. We recommend that you follow the manufacturer’s instructions for the products. We take no responsibility for the results of any home hairdressing, bleaching or colouring products that you use on your hair or anyone else’s. We are unable to facilitate a return or exchange for this item unless it is deemed faulty.