As well as being passionate about quality hair care products that are kind to curls, we pride ourselves on friendly, efficient customer service and quick turnaround for dispatching your orders (after all, no-one should should be without their favourite conditioner unnecessarily!).
If you encounter an issue at any stage during the ordering or delivery process please contact us.
ORDERING & PAYMENT
If you wish to place an order through checkout you will be able to pay using credit or debit card.
If you wish to pay by internet banking, please contact us or go to our social media pages to message us with your order and we will provide you with our bank details.
We have a flat-rate of $6.90 for shipping in NZ and use Courier Post to deliver your parcels.
No signature is required for delivery to take place, but it is a track and trace service.
Courier Post's target delivery time-frame for non-rural addresses is overnight. So if a parcel is sent from here on Monday, you can expect it to be delivered on Tuesday. However, please remember this is a target, not a hard-and-fast rule.
For rural addresses you may need to add up to 2 to 3 days longer.
If you have a specific place you need your parcel to be left on your property, please ensure this detail is included in your address at checkout.
The packaging we use is usually recycled from packaging that's arrived with incoming shipments. If you ever get those little 'potatoes' in the parcel, they are 100% water-soluble starch, so they melt in water or can go into compost. They're also re-used, usually straight from an Ecoslay shipment.
I re-use bubble-wrap and frequently pack with cardboard protection, again, re-used, so often nothing pretty - very much wrangled and wrestled while watching tv, lol, from boxes that have had shipments come in them. It's a workout for me, my husband, and occasionally my 16yo son. (Let's be real - hardly ever my 16yo son).
LOCAL PICK UP
We are located in New Plymouth and locals can contact us to click and collect, using this code at checkout CLICKANDCOLLECT
If you have already paid for shipping we regret we are unable to rebate this or refund this after the event, as there are multiple third parties (Big Cartel, Credit Card precessing company, Bank) that 'clip the ticket' the moment an order is processed. Be sure instead to use the code CLICKANDCOLLECT next time and I'll hopefully get to meet you (or you'll have the pleasure of wrangling with our dodgy letterbox lid if I can't be there to say hi).
Our target is to dispatch orders on the same day that you placed and paid for the order.
To enable this, orders must be placed before 2pm (Mondays to Fridays).
ISSUES WITH DELIVERY
In our experience 99.99% of parcels arrive safe and in good time, but occasionally mishaps occur.
Please refer to our T&C's for full details if this should ever arise.
RETURNS, EXCHANGES AND REPLACEMENTS
If you're unhappy for any reason, we’ll gladly accept a return of any full priced, unopened and unused items within 10 working days of purchase.
We reserve the right to charge a 15% re-stocking fee to cover labour and administration costs.
To return any item we have specific instructions that need to be followed. You will need to contact us to acquire these instructions. Sending any item back to us must be done using a track & trace postal service. We will not be held responsible for any non-delivery of a return. Once received in 100% re-saleable condition we'll provide you with a credit voucher code, or process the refund onto your original method of payment. If that was by credit card, the refund can take several working days to show in your account. The full details of this timing are in the fine-print from your bank who issued your credit card to you.
If you require an exchange, the above applies with the exclusion of any re-stocking fee.
FAULTY GOODS & REPLACEMENTS or REFUNDS
If we consider any returned item to be faulty we will meet our obligations under the Consumer Guarantees Act and send a replacement to you free of charge. Please firstly send a photograph of the fault so that we can establish what has gone wrong. If you aren't able to provide a photograph, please contact us to describe what is wrong.
If the item you have received is faulty but is no longer available for replacement, we hope that you'll be able to choose another item to the same value, and if not, we will issue a refund to your original method of payment.
HOURS OF CONTACT
Our office hours are 9am to 3pm on Mondays to Fridays, excluding national and local public holidays.
Emails can be sent through our Contact form at any time, and we will respond to these usually within 24 hours (Mondays to Fridays). Please check your inbox for our reply to your email, which will come from the curl next door. If it is not there, check your junk and clutter folders.
You will also be able to Direct Message us anytime on Instagram, or Private Message anytime through Facebook. (See our social media icon links below).