Shipping & Returns
We deliver worldwide from the United States of America and our headquarters in New Zealand.
All orders are shipped from our USA (Amazon or Shipbob fulfilment centers) or New Zealand warehouses.
If your preference is for shipping directly from New Zealand, please contact us ([email protected]) and we can note this for you.
Any order over USD $60 shipped within the contiguous US will receive free shipping. All other shipping costs are calculated and charged at the checkout process. The shipping rates to US and other countries are listed below.
|Contiguous USA (Excluding Alaska, Hawaii & Overseas Territories*)||Flat rate USD 14.95|
|Alaska, Hawaii & Overseas Territories*||Flat rate USD 14.95|
|Hong Kong, Macao, Japan, Mongolia, Taiwan, Singapore||Flat rate USD 20.00|
|Canada||Flat rate USD 20.00|
|China||Flat rate USD 14.95|
|United Kingdom||Flat rate USD 30.00|
|Rest of the World||Flat rate USD 30.00|
|Holiday Cut off||Date|
|Contiguous USA (Excluding Alaska, Hawaii & Overseas Territories*)||16 December (DHL Express 5-7 Days)|
|Rest of the World||16 December- (DHL Express 5-7 Days)|
Please note: If you live in a country where there are customs surcharges (incl. duties/taxes), this fee is not included in Au Natural Skinfood’s shipping costs. You will remain responsible for all applicable taxes, customs clearance, duties and import requirements from the shipping provider (DHL/NZ Post) to deliver to your foreign shipping address. These customs surcharges/duties/taxes do not apply for the US.
*American Samoa, US Virgin Islands, Northern Mariana Islands, Guam, and Puerto Rico
We are not currently shipping to the following countries:
- South Korea
We will use all reasonable efforts to ship your order to the address specified in the order. Please ensure your delivery address, email and phone number are accurate to facilitate delivery on time.
If you place your order on a New Zealand business day (Monday – Friday) before 12 p.m., our aim is to process and ship that day, otherwise, we will process within 24 hours on the next business day.
Orders made over the weekend or on a public holiday will be processed on the following business day.
Estimated delivery times*:
*These time frames are estimates only. Due to the Covid-19 pandemic, please allow additional delivery time to receive your products.
All times above exclude any customs or border control inspections if applicable.
You can track your order in your online Account using the Tracking Number that was emailed to you with your dispatch notification. You can also find your current Tracking Number in your main Account page.
Your main Account page will also let you know what the Status of your delivery is (e.g. pending, dispatched, in transit, out for delivery, delivered).
If your Status says your product has been delivered but you did not receive it, please contact our Customer Service team.
We want you to be completely satisfied with your purchase. If there is a problem with your order, it is not correct, or there is a defect, please contact us as soon as possible to describe the problem and allow us to resolve the issue.
No goods will be accepted for return without prior authorization. We will respond to your request and determine the best way to quickly resolve the problem.
If your received item is faulty, we will meet our obligations under the New Zealand Consumer Guarantees Act to provide a remedy.
We are committed to ensuring that the items you buy from us are consistently produced in line with our rigid quality specification requirements.
Please contact the Au Natural Skincare Customer Service team to discuss a resolution.
Items Damaged in Transit
If your items arrive damaged, please keep all the contents including the packaging or parcel that the items arrived in. Please contact the Au Natural Skincare Customer Service team with photo evidence for resolution.
Au Natural Skinfood Customer Service team can be reached via [email protected]
PLEASE NOTE: Au Natural Skinfood reserves the right to change its shipping policies at any time.