10 Keith Morris Lane

Orewa 

Tuesday 9:30am - 5:30pm

Wed & Thurs 9:30am - 7pm

Friday 9:30am - 5pm

Saturday 10am - 2pm

FAQ

FREQUENTLY ASKED QUESTIONS

 

ARE YOUR PRODUCTS GENUINE?

We're glad you've asked as it's an important questions.  We can reassure you that we only stock genuine products that are sourced directly from the manufacturer or from the manufacturer's authorised New Zealand distributor. 

As an authorised stockist of all of our brands we can gaurantee that our products are 100% genuine.  We do not sell expired, counterfeit, or 'grey market' products. These so-called 'grey market goods' are products that are sold without the manufacturer's authorisation. Grey and black market products may be counterfeit, re-packaged, expired, stolen or unregulated items.  You really don't know what you are buying - or, most importantly, putting on your face.

The manufacturer's guarantee only applies to their products that are purchased through their authorised retailers so if you do buy grey market products you are not protected by the manufacturer's warranties if the product is faulty, expired or if you react to the products. 

If you want to make sure that you are purchasing legitimate products, check the manufacturer's website as it will list the authorised stockists.  If is stockist is not listed on the manufacturer's website, then it is possible that they are selling grey market products.

Furthermore, Complete Beauty does not 'drop ship'.  Drop Shipping occurs when the retailer does not in fact have any goods in stock, but instead transfers the customer's order to a third party manufacturer, retailer or wholesaler who then ships the goods to the customer.  The customer may be the importer of the products, and may incur extra costs such as duty and tax.

COMPLETE Beauty holds all of its own inventory and all orders are dispatched directly from our Auckland storage facility.  You know that you have purchased the items directly from us, and if you experience any difficulties with your order, you will be able to contact us so that we can resolve it as quickly as possible.

ARE YOUR PRODUCTS TESTED ON ANIMALS?

There is only one answer to this, and it is most definitely NOT.  We love our furry friends and do not stock any products that are tested on animals.  

DOES COMPLETE BEAUTY SHIP INTERNATIONALLY?

No, currently we only sell our products within New Zealand.

CAN YOU HELP ME FIND THE BEST PRODUCTS FOR MY SKIN TYPE AND CONDITION?

We are here to help you.  Please send an email to us via hello@completebeautyspa.co.nz and we will answer your questions.

DO YOU PROVIDE SAMPLES OF YOUR PRODUCTS?

We are very happy to provide samples, as we know how important it is to try before you buy.  To request samples, please contact us (see our contact details above) and we will be happy to help. Please note that we can only provide samples of liquid products.

HOW DO I PLACE AN ORDER WITH COMPLETE BEAUTY?

Please select the products that you wish to purchase by clicking on the green Add to Cart tab that appears on each product page.  This will place the item you have selected in your Shopping Cart.  You will be able to continue shopping from the store if desired.  All the products that you wish to purchase will be displayed in your Shopping Cart.

Once you have finished shopping, please review your order and check that you have everything you want. If you wish to send us a message with your order, please do so in the Add a note for seller box that is on this page.

Once you are ready to proceed with your order, please select the Place your order tab, which is located directly underneath the total amount of your order.  This will take you to the Customer Information page, where you will be asked to complete your shipping information.

In order to process your order, you will be required to provide information about yourself including your email address, physical delivery address and contact telephone number.  We will use this information to acknowledge and fulfill your order correctly and efficiently.  We will reply to the email address provided to us and acknowledge your order.

Once shipping information is completed, please click on the blue Continue to shipping method tab.  On this page, you will be able to review the Shipping Address is correct.  If so, please continue with your order by clicking on the blue Continue to payment method tab.

Payment for your order may be made by Credit Card or by Bank Deposit. If you prefer to pay by credit card, please select the blue Credit Card tab.  Then please select the blue Complete Order tab at the bottom left-and side of the page.  This will re-direct you to Payment Express which is a certified PSI DSS compliant payment solutions provider.  

Once you have made payment via Payment Express, please wait to be re-directed back to the Thank You page of our website to ensure your order is logged with us.

If you prefer to pay by Bank Deposit, please select the blue Bank Deposit tab and then select the blue Complete Order tab at the bottom left-and side of the page.

Once the order has been completed, you will receive an email confirming your purchase.

WHICH METHOD OF PAYMENTS DO YOU OFFER AND ARE MY DETAILS SAFE?

We accept the following credit cards  VISA and MasterCard for on-line or telephone purchases.  All purchases are subject to bank or credit card authorisation and approval prior to processing. For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does meet these criteria.  

All purchases made through our online store are processed directly by Payment Express, which is a certified PSI DSS compliant payment solutions provider. Payment Express provides state of the art bank-grade security and infrastructure so that your credit card details are safe at all times.  

Payment may also be made by direct credit to our bank account.  

IS GST INCLUDED IN THE LISTED PRICE?

Prices displayed on this website are in New Zealand dollars and include 15% GST.  Prices are subject to change at any time

HOW LONG WILL IT TAKE TO PROCESS MY ORDER?

We respond to orders within 24 hours of receipt during business hours, Monday to Friday (excluding holidays).  Orders placed on Saturday or Sunday will be processed the following Monday.

You will receive an email acknowledging receipt of your order as soon as your order has been made, provided that you have supplied us with a valid email address.

WHAT ARE YOUR DELIVERY OPTIONS?

We offer FREE STANDARD delivery with all orders (please note that currently we only send orders within New Zealand).   There is a $5.00 charge for all Rural Delivery orders.

For your security, we suggest that you sign for your order on delivery.  We use NZ Couriers as our shipper. NZ Couriers will not deliver to PO Boxes, so we will need a physical delivery address.
If your package is damaged during delivery by the carrier, please save the packaging and merchandise and notify us immediately by email or telephone.

If you prefer your order to be sent to a PO Box, please provide these details instead, but please note that this will be sent with NZ Post and delivery may take 7 - 10 days.

WHEN CAN I EXPECT TO RECEIVE MY ORDER?

Most orders delivered by NZ Couriers E20 Service are delivered within 2-5 business days from the order's ship date.  Please contact us immediately if you do not receive your order within 4 business days of placing your order.

To check the delivery status of your order, please contact us by email or telephone and we will provide you with the parcel's tracking details.   Please note that we are not responsible for returned articles lost in transit.

 If you prefer your order to be sent to a PO Box, please provide these details instead, but please note that this will be sent with NZ Post and delivery may take 7 - 10 days.

WHAT HAPPENS IF THE PRODUCT I ORDER IS OUT OF STOCK?

If any of the products you order are not immediately available, they will be sent to you as soon as they are available.  If an item selected is temporarily out of stock or unavailable at the time of your order, you will be notified via email. Back-ordered items are shipped as soon as they become available.

If there are other items in your order that are in stock they will be sent to you immediately. If you wish to cancel a back-ordered item, please contact us and we will gladly assist you.

WHAT DO I DO IF I WANT TO RETURN A PRODUCT?

We hope that you will love all your products.  However, if you are not satisfied with your order, we will offer you a refund, exchange or replacement on all products returned to us within 14 days of your receiving the order, provided the products are in their original, unopened and unused condition, and returned in the original packaging.  

If the product is any way defective, please advise us as soon as possible, and no later than 14 days of receiving your order.  We will then arrange to replace the product for you.

Please send your package via an insured and prepaid method to ensure safe and prompt delivery when you are returning or exchanging a purchase. Please include your invoice and explain the reason for the return.   Delivery fees are not refundable on returns. Please note that we are not responsible for returned articles lost in transit.

When items are purchased as a set, we are only able to accept returns of complete sets, not individual items. Your returns will be processed promptly upon their arrival. Processing time for returns is usually 7 business days from the time that the returned item is received by us. Please contact us by email or telephone for further details if required.

Please note that whilst we attempt to ensure the colour reproductions on our website are as accurate as possible, monitors may display colours slightly differently, so we cannot guarantee that the colour will be exactly as it appears on our website.

I WANT TO HEAR ABOUT COMPLETE BEAUTY NEW PRODUCTS, SERVICES AND EXCLUSIVE OFFERS.  HOW DO I KEEP IN TOUCH?

After your order we will continue to communicate with you via email to keep you up to date on our latest products and promotional offers.