Shipping & Returns

Shipping policy

    We currently only ship within New Zealand, Australia and the USA.

    New Zealand Shipping:

    • We offer free shipping for orders over $49 within New Zealand only.
    • We charge a flat rate of $5 for orders below $49.
    • GST will be charged at 15%

    Whilst we’ll endeavour to get you your order as quickly as possible, we use various delivery providers which takes approximately 3-5 working days to deliver depending on location. Please allow 10 working days from the day your order was placed to follow up.

    Australia Shipping:

    • We offer free shipping for orders over NZ$99 within Australia.
    • We charge a flat rate of NZ$15 for orders below $49.
    • GST will be charged at 10%

    Whilst we’ll endeavour to get you your order as quickly as possible, we use various delivery providers which takes approximately 3-5 working days to deliver depending on location. Please allow 10 working days from the day your order was placed to follow up.

    There are major delays for parcels in Australia at this moment. Please allow for minimum 3 weeks for delivery during this time. We are working with couriers to get accurate timeframes. If you are enquiring about an Australian order, please check your tracking details - most parcels are held up at the processing depot.

    USA Shipping:

    • We charge a flat rate of NZ$20 for orders to USA.

    Whilst we’ll endeavour to get you your order as quickly as possible, we use various delivery providers which takes approximately 21 working days to deliver depending on location. Please allow 10 working days from the day your order was placed to follow up.

    Shipping Generally: Please note this does not apply to weekend orders as well as peak sale periods and peak holiday seasons. Order dispatch may be delayed by up to 48 hours during these periods. Orders placed between 1pm Friday and 10am Monday are considered weekend orders.

    Delivery timeframes can vary over the public holiday periods due to overwhelming demand on postal services. Please expect delays on estimated delivery times and customer service response from delivery providers.

    Thank you for bearing with us. Even when it’s busy we always want to get you your wonderful essano products as quickly as possible 😊

     

    Refunds Policy (if applicable)

      The following refunds policy does not restrict or exclude your rights as a consumer under applicable laws (such as the New Zealand Consumer Guarantees Act 1993) except to the extent permitted. 

      We want to make this as easy as possible. If you experience a problem with your order, please don’t hesitate to contact us at hello@essano.co.nz and we will do our best to resolve any issue.

      Should you wish to make a claim relating to your product for damage or incorrect goods received, we advise this should be done by email within 24 hours of receiving your goods, and the products must be unopened. Please provide your order number in the email subject and hold onto all goods, whether damaged as we may need to collect these goods back.

      Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

      If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.

      Unless you are making a claim as a consumer under applicable consumer protection laws that we are unable to limit or exclude:

      • We are only able to accept returns for orders placed on www.essano.co.nz, www.essano.com.au or essanobeauty.com.
      • For purchases made with one of our retail partners, please contact the place of purchase for advice on returning your product.

      If you think you haven’t received a refund yet, first check your bank account again.  Then contact your credit card company, it may take some time before your refund is officially posted.  If you’ve done all of this and you still have not received your refund yet, please contact us at hello@essano.co.nz

      To return your product, you should mail your product to: Consumer Returns (Marketing), Mix Limited, 127 Montgomerie Road, Airport Oaks, AUCKLAND, 2022, New Zealand.

      Unless you are making a claim as a consumer under applicable consumer protection laws that we are unable to limit or exclude:

      • you will be responsible for paying for your own shipping costs for returning your item.
      • shipping costs are non-refundable.

      If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.

       

      Adverse Reactions

        If you have had an adverse reaction to our products, please provide details (including photos) within 30 days of when you received the items. We take your skin and hair health very seriously and have a thorough quality control system in place.

        We always recommend patch-testing our products 24 hours before you use them for the first time.