Exceptional healthy, natural, organic & eco beauty products |

FAQ

 

Please see the answers below to some common questions.  If you require further information please feel free to Contact Us.  

 

Delivery & Handling

How much do you charge for shipping?

Within New Zealand: Freight charges are based on the total value of your order.  We offer FREE shipping for orders NZ$59.00 and over.  Orders less than NZ$59.00 will be charged a flat rate of $4.50 per order.  Orders to one address may be delivered in one or more deliveries.

To Australia: Freight charges are based on the total value of your order.  We offer FREE shipping for orders NZ$150.00 and over.  Orders less than NZ$150.00 will be charged a flat rate of $20.00 per order.  Orders to one address may be delivered in one or more deliveries. We use  NZ Post EasyTrack for all international deliveries. Please allow 1-3 working days for your order to be processed and dispatched then 3-10 working days for delivery. Please note items such as nail polish & spray deodorants are not currently able to be sent outside New Zealand.  Please see the product details before you order as this is highlighted on the relevant product pages. 

Please note, we do not currently ship to countries outside NZ or Australia. 

 

How long will my order take to dispatch?

Most orders are usually dispatched within 1-2 working days, however during times of extra demand dispatch may take longer.  We will advise you asap if this is the case.

You will be sent a dispatch notice when your order has been shipped. If you have any questions about the delivery of an order or how long a product might take to dispatch please contact us.

 

How long will my order take to arrive?

Within New Zealand: Freight to main urban centres is usually overnight once your order has been dispatched, however during periods of extra demand such as Christmas your delivery may take longer than normal.  Additional courier disruption due to the recent South Island earthquake may also have an impact on the timing of your delivery.  

We use NZ Post for some rural deliveries, so please allow extra time for rural delivery and road freighted deliveries (which are any orders to the South Island that include nail polish, spray deodorants or spray sunscreens).  While we use only reputable delivery companies we do not accept any liability for delayed delivery caused by any third party.  If you’re concerned about the whereabouts of your parcel, please contact us.

To Australia: We use NZ Post EasyTrack for international deliveries. Please allow 1-2 working days for your order to be processed and dispatched then 3-8 working days for delivery. Please note items such as nail polish & spray deodorants are not currently able to be sent outside New Zealand.  Please see the product details before you order as this is highlighted on the relevant product pages. While we use only reputable delivery companies we do not accept any liability for delayed delivery caused by any third party.  If you’re concerned about the whereabouts of your parcel, please contact us.

  

Do I need to sign for my order?

Within New Zealand: Yes - to ensure your products arrive to you in premium condition and for security reasons all parcels must be signed for on receipt. If you are not going to be home during normal office hours you can provide us with an alternative delivery address where someone will be available to sign for your parcel, otherwise a courier card will be left for you to organise a redelivery free of charge.

To Australia: While your delivery while is trackable, this is a non-signature required service.  Therefore we do not accept responsibility for orders that are damaged, stolen or lost once they have been delivered. 

 

Can my order be sent to a PO Box?

Within New Zealand: Our couriers are unable to deliver orders to PO Boxes sorry.

To Australia: Yes, your order can be delivered to a PO Box.  

 

The product I ordered did not arrive, can you locate it?

When your parcel is dispatched you are sent a shipping notification that includes your tracking details so you can keep an eye on the progress of your delivery. If you have concerns about the whereabouts of your delivery please contact us.  For rural deliveries within NZ: please note your delivery may take an extra 1-3 days on top of normal delivery times due to the delivery cycle of your rural driver.

 

Payment & security

What forms of payment do you accept?

Payment for purchases from Vanilla Bloom is via Visa & MasterCard and is made via our payment gateway partner Payment Expres OR Paypal OR you can pay via direct bank credit.  All credit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your credit card does not authorise payment to Us, We will not be liable for any delay or non-delivery of goods.  For security reasons your billing name and address must match that of the credit card used for payment.

 

Can I cancel my order after payment has been made?

No, once your order has been placed you are unable to change or cancel it as the order process commences immediately.  Full and complete payment for your order will proceed.

 

Returns

We hope that you will be delighted with your purchase from Vanilla Bloom.  If however you change your mind or no longer want a product you have ordered you can return the product you ordered within 14 days of delivery in an unused and saleable condition.  Please refer to our Returns Policy for more detail. Please contact Customer Care prior to returning your goods.

* Please note: Sale, clearance, promotional items and products that have been opened are unable to be returned other than as required by the Consumer Guarantees Act. 

How do I return a product?

Returns Policy

All products returned must be unused and in a saleable condition. In order for a return to be processed the goods you are returning must be received back to us within 14 days of delivery to you and wrapped securely in the same or similar outer packaging in which you received them.
We will process your return as quickly as possible once the returned goods have been received, inspected and processed and will notify you by email once your refund or credit has been processed.  During busy periods, please allow a maximum of 10 working days for your refund or credit to be processed. No refunds or credits will be provided where goods are returned to us after 14 days of delivery to you. Where a product has been opened, used or returned in non-saleable condition to us a store credit will be issued. No credit will be issued where goods have been substantially used. Shipping charges are not refunded or credited. 

Should you have any questions about the status of your return, or need instructions on how to return an item, please contact Customer Care.

The colour is different to what I expected or to what it looks like on my screen:

We have made every effort to display as accurately as possible the colour of the products that appear on this Website.   However, as the actual colours you see will depend on your personal computer equipment, We cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the goods on delivery. If however you are dissatisfied with the colour of the product you have received you are able to return your product under the terms of the Returns Policy detailed above

The product I received is not what I ordered:

We are happy to replace the product with what you ordered, provide you with a credit or offer you a full refund.  To organise the return please contact Customer Care prior to returning your goods and within 14 days of delivery.  

The product I ordered was damaged in transit:

If your product arrives damaged, please contact Customer Care immediately.  We may offer you a replacement product, credit or full refund depending on the situation. Once the damage has been verified your return will be processed.  Please note: while we use only reputable delivery companies our liability is limited to the value of the damaged product, and does not cover any further liability incurred as a result of third party damage.

Please note that we cannot accept returns for orders that are damaged or missing in transit. In the event we receive a damaged item we will contact you.

If you have any questions about Returns, please contact Customer Care.

 

For more information please see our Terms of Use & Privacy Policy or contact Vanilla Bloom Customer Care.

 

Vanilla Bloom Natural Beauty Boutique is the gorgeous online store focused entirely on exceptional healthy, natural and organic beauty products from New Zealand and around the world; including natural skincare, natural sunscreen, natural deodorant, organic makeup & cosmetics, natural fragrance and haircare.  In order to be stocked, the natural beauty products we range need to be free from unnecessary synthetic ingredients & potential toxins such as parabens, petrochemicals, SLS, oxybenzone and sulphates; and instead embrace the spirit of a cleaner, greener, natural approach to beauty. 

Our promise to you includes free delivery within New Zealand for all orders over $59.00, free samples and complimentary gift wrapping.