Customer Service | Curls Naturally NZ
Curls Naturally is committed to thoughtful product curation and efficient, friendly service. Orders are processed promptly because no one should be without their favourite cleanser, conditioner or gel longer than necessary.
If you encounter an issue at any stage of the ordering or delivery process, please contact us and we will assist you.
Ordering & Payment
Orders can be placed securely through checkout using a credit or debit card or Afterpay / Klarna services.
If you prefer to pay via internet banking, please share your Cart with us and we will provide our bank details.
Shipping
Flat-rate shipping within New Zealand is $6.99.
Parcels are sent using NZ Post courier service. Delivery is tracked. No signature is required.
The target delivery timeframe for non-rural addresses is overnight (excluding weekends and public holidays). Please note this is a target timeframe rather than a guarantee.
Rural addresses may require an additional 2–3 working days.
Occasional nationwide courier delays may occur that are outside our control.
If you have specific delivery instructions, please include these clearly in your address at checkout.
Packaging
Whenever possible, packaging materials are reused from incoming supplier shipments. Bubble wrap and cardboard are often repurposed. Starch “packing peanuts” are 100% water-soluble and compostable.
The focus is on practicality and sustainability rather than presentation.
Local Pick Up (New Plymouth)
Local customers may arrange collection from Westown, New Plymouth.
Use the code CLICKANDCOLLECT at checkout, then text 027 666 6752 with your name to arrange a collection time (available Monday–Thursday and Saturday, excluding Fridays and Sundays).
If you have already paid for shipping, we are unable to refund this retrospectively due to third-party processing fees. Please use the CLICKANDCOLLECT code at checkout to avoid shipping charges.
Dispatch
Orders placed and paid before 2pm (Monday–Thursday) are typically dispatched the same day.
Orders placed after 2pm will be dispatched on the next working day.
During occasional busy periods or scheduled absences, dispatch may take up to 3 working days.
Issues with Delivery
While the vast majority of parcels arrive safely and on time, occasional delays can occur.
Please contact us within 5 working days if your parcel has not arrived.
Further details are available in our Terms & Conditions.
Returns, Exchanges & Replacements
We accept returns of full-priced, unopened and unused items within 10 working days of purchase. This excludes hair accessories and towels.
A 15% restocking fee may apply to cover administration and labour costs.
Return instructions must be obtained before sending any item back. All returns must be sent using a tracked postal service. We cannot accept responsibility for untracked returns.
Once received in resaleable condition, we will issue either:
• A credit voucher
• Or a refund to the original method of payment
Credit card refunds may take several working days to appear, depending on your bank.
Exchanges follow the same process, excluding any restocking fee.
Faulty Goods
If an item is faulty, we will meet our obligations under the Consumer Guarantees Act.
Please email a photograph of the fault so we can assess the issue. If the product is confirmed faulty and a replacement is available, it will be sent at no additional cost.
If a replacement is not available, you may choose an alternative product of equal value or receive a refund.
Contact Hours
Office hours are 9am–3pm, Monday to Thursday (excluding public holidays).
Emails may be sent via the Contact form at any time. We aim to respond as promptly as possible.
If you do not see our reply, please check your junk or clutter folders. Replies are sent from The Curl Next Door.