Store Information
Do you have a physical store I can visit?
We are currently an online-only store and do not have a physical location just yet. However, we offer fast overnight shipping NZ-wide so you can enjoy our products delivered straight to your doorstep. 📦
Where are you based in New Zealand?
We are proudly based in the South Island of New Zealand, and all orders are carefully packed and dispatched locally from here.
Are your products authentic?
Yes, all of our products are 100% authentic and sourced directly from authorized distributors. We partner with trusted suppliers to ensure the quality, safety, and authenticity of every product we offer. 🧴✨
Where do you source your products from?
We source all of our products from authorized wholesalers and trusted suppliers to ensure authenticity and quality.
Shipping & Delivery
How long does shipping take?
Standard shipping typically takes 3–5 business days. We also offer fast overnight shipping to most locations across New Zealand. Delivery times may vary slightly for rural addresses. 🚚
Do you offer overnight shipping to rural addresses?
Yes, most orders are sent using overnight shipping. However, deliveries to rural addresses may take an additional 1–2 business days.
How much does shipping cost?
We offer flat rate shipping of $7 NZD nationwide. Enjoy free shipping on all orders over $110 NZD. 📦
Is there free shipping available?
Yes, we offer free shipping nationwide on all orders over $110 NZD.
When will my order be dispatched?
We aim to dispatch orders placed before 12:00 PM (midday) on the same business day. Orders placed after this time will be dispatched on the next business day.
Do you ship on weekends or public holidays?
We dispatch orders on business days (Monday–Friday). Saturday overnight delivery is available for an additional cost. Orders are not dispatched on Sundays or public holidays.
Will I receive a tracking number?
Yes, once your order has been dispatched, you will receive a confirmation email with your tracking number so you can track your parcel. 📲
What courier company do you use?
We use NZ Post for all deliveries to ensure reliable and efficient shipping across New Zealand.
What happens if my parcel is lost during delivery?
If you believe your parcel has been lost during delivery, please contact us as soon as possible. We will investigate the issue with the courier and keep you updated throughout the process.
Do you offer international shipping?
Currently, we only offer shipping within New Zealand.
Returns & Refunds
Do you accept returns if I change my mind?
Yes, we accept returns for change-of-mind purchases within 14 days of delivery, provided items are unopened, unused, and in their original packaging. For hygiene and safety reasons, opened skincare products cannot be returned.
Who pays for return shipping?
Customers are responsible for return shipping costs for change-of-mind returns. If an item is faulty or arrives damaged, we will cover return shipping costs where applicable.
What should I do if my order arrives damaged?
If your order arrives damaged, please contact us within 24 hours of receiving your parcel. Email us with your order number and clear photos of the damaged item and packaging so we can arrange a replacement or refund. 📸
How long does it take to process a refund?
Once your returned item has been received and inspected, refunds are processed within 3–5 business days. Refunds will be issued to the original payment method used at checkout. 💳
Products & Usage
Do your products have expiry dates?
Yes, all products have expiry dates printed on the packaging. We carefully manage our stock to ensure products are fresh and within their recommended shelf life. 📅
Are your products suitable for sensitive skin?
We offer a variety of products suitable for different skin types, including sensitive skin. As every skin type is unique, we strongly recommend performing a patch test before using any new product and reviewing ingredients carefully.
Can you recommend products for my skin type?
Yes, we’re happy to provide general product recommendations based on your skin concerns. You’re welcome to message us with details about your skin type, and we’ll do our best to suggest suitable options. Please note that our recommendations are general guidance only and not medical advice. 💬
Do you restock sold-out products?
Yes, we restock products regularly depending on supplier availability. Customers can sign up for restock notifications on the product page to be notified when items become available again.
Orders & Payments
What payment methods do you accept?
We accept major credit and debit cards, along with secure online payment options available at checkout.Â
Can I cancel or change my order after placing it?
Orders may be cancelled or modified if they have not yet been dispatched. Please contact us immediately if changes are required. Once an order has been dispatched, cancellations or changes are no longer possible.
What happens if I entered the wrong delivery address?
If you have entered an incorrect delivery address, please contact us as soon as possible. If your order has not yet been dispatched, we will do our best to update the address. Once dispatched, you may need to contact the courier directly. Additional redelivery fees may apply.
Do you offer gift cards?
We do not offer gift cards at the moment, but this is something we hope to introduce in the future.
Do you offer discounts or promotions?
Yes, we run promotions from time to time. Customers can subscribe to our newsletter and follow us on social media to stay updated on the latest offers and exclusive deals. 🎉
Customer Support
How can I contact customer support?
You can contact us via email at info@glassskinstudio.co.nz or through the contact form available on our website.
How long does it take to receive a response?
We aim to respond to all enquiries on the same day during business hours. Messages received outside business hours will be responded to on the next business day.
