All shipping info is found HERE

CREDIT CARD PAYMENTS:
We offer the following payment methods for payment of goods:

  • Visa
  • Mastercard
  • Paypal
  • American Express
  • Oxipay (only for New Zealand Customers) Buy now pay later
  • Poli Pay

If you do not have a PayPal account, you can still use PayPal with your credit card without making a log in. PayPal is very safe, more information can be found HERE

 

For more Oxipay information please go HERE

 

POLI PAYMENTS:
Please be aware that bank deposits clear overnight and that we do not ship out until the bank deposit has cleared into our account. Poli Payments are avaliable from New Zealand bank accounts only.

More information can be found HERE

 

Our website will automatically show the prices in your local currency however you can also choose from the drop down menu to view prices in any other currency you wish.

Contact our team via the contact us form and provide the order number, an explanation of the problem, and photo proof of any damage
Our team will then assess the situation and get in contact with you
DO NOT return products without first talking to us via our contact us page. All communication needs to be made in English.

The Return Address is:
PO Box 9107, Terrace End, 4441, Palmerston North, New Zealand
When returning a product please include your full name and the order number on the package for the reference. This will help to speed up the resolution process.

If your package items are damaged during the delivery process, please contact us so we can get the shipping company to collect all of the products and packaging, as the shipping company will want to see this.

Makeup Returns
Please choose carefully because, for hygiene reasons and customer safety, we are unable to offer refunds or returns on any cosmetics for change of mind. However, if the product is faulty upon arrival we will offer a solution. To return a faulty product, please contact us ASAP via our website.

Other Item Returns
Please contact us prior to returning any goods. To return faulty product, please contact us via our website. We will help with anything that arrives to you in a faulty state. In order to asses a Change of mind request we need the products to be returned (at your own expense) in new and unused condition, in original packaging. Once we receive these items we will assess the possibility of a refund to store credit. All change of mind refunds are dealt with on a case by case basis and approval of refund is up to the xoBeauty team. Due to hygiene reasons we cannot accept any returns on products that have been used, so please choose carefully.

When you place an order on xoBeauty you will receive an email called 'Order Confirmation'. Open this email and scroll down to the bottom of the email. In pink will be a clickable link called 'click here to download your order invoice'. Click this to open download your invoice.

 

All change of mind refunds are up to the discretion of the xoBeauty team. If we do offer a refund it will be issued as a gift voucher. Our gift vouchers are valid for 12 months. If you are given a refund for a change of mind you will not be refunded the shipping cost you paid.

Makeup Returns
Please choose carefully because, for hygiene reasons and customer safety, we are unable to offer refunds or returns on any cosmetics for change of mind. However, if the product is faulty upon arrival we will offer a solution. To return a faulty product, please contact us ASAP via our website.

Other Item Returns
Please contact us prior to returning any goods. To return faulty product, please contact us via our website. We will help with anything that arrives to you in a faulty state. In order to asses a Change of mind request we need the products to be returned (at your own expense) in new and unused condition, in original packaging. Once we receive these items we will assess the possibility of a refund to store credit. All change of mind refunds are dealt with on a case by case basis and approval of refund is up to the xoBeauty team. Due to hygiene reasons we cannot accept any returns on products that have been used, so please choose carefully.

If your product is faulty or damaged, then we can offer replacements depending on the specific situation and how it has occurred. Please contact us via our contact us page so we can help resolve the issue.

Please be aware that Sale items cannot be refunded due to a change of mind.

Please be aware that it is your responsibility to make sure you put the correct address when you make an order on xoBeauty. If you put the wrong address and the parcel cannot be delivered it is generally returned to xoBeauty.

If we receive it back, we will contact you stating what has happened. If this occurs and all the items in the parcel are in good sellable condition there are two outcomes we can provide:
  1. We can refund you the order amount less the shipping cost you initially paid less the $12 NZD Restocking fee.
  2. We can resend the item to you but you will be required to pay for shipping again. If we do not hear from you within 7 days we will proceed as per option 1 stated above.
Please double check your address on PayPal before confirming your order if you select PayPal as your checkout method.

If we receive a parcel back due to it being unclaimed or due to non payment of customs fee's and all the items in the parcel are in good sellable condition there are two outcomes we can provide:
  1. We can refund you the order amount less the shipping cost you initially paid less the $12 NZD Restocking fee.
  2. We can resend the item to you but you will be required to pay for shipping again.
If we do not hear from you within 7 days we will proceed as per option 1 stated above
Once your parcel has been collected by our shipping carrier it is out of our hands for a guaranteed delivery time.

ADDRESS DETAILS: please write your full address. For example if the textbox field says 'street name and number' write the full street number and name and write street at the end. Please remember to indicate if the address is a street, lane or place, etc. It is your responsibility to provide the correct address to xoBeauty and we will not cover parcels if they go missing due to an incorrect address given.

Due to the high volume of orders we receive please allow at least a full 48hours for your dispatch notification to be sent to you. Orders are processed within office hours of Monday to Friday 9am-4pm. Any orders placed over the weekend will not be processed until the following week day.

Products and/or shipping costs on the website are subject to price increases at any time.
If you want to be considered as an xoBeauty product reviewer/promoter, you need to have at least 10K followers on a specific social media channel with regular interaction. If you meet these requirements, then feel free to send us a message via our contact us page. We cannot guarantee to accept all applications. Acceptance will be decided by the xoBeauty team.

If you want to potentially stock xoBeauty products in your store, boutique or online shop then please contact us via our contact us page. When you contact us please provide:
  1. Information about your business with links to relevant digital avenues relating to your business.
  2. What products you want to stock and what quantities you are wanting to obtain
Once we have the information we can proceed to consider your request. Thank you for your interest in xoBeauty and our possible future relationship together.

Please send the customs official your order invoice which is found at the bottom of your xoBeauty 'Order Confirmation' email. It is found as a link called 'click here to download your order invoice'. Tell customs to base their calculated price off the order invoice they receive

It is your responsibility to provide the correct address to xoBeauty and we will not cover parcels if they go missing due to an incorrect address given.

ADDRESS DETAILS: please write your full address. For example if the textbox field says 'street name and number' write the full street number and name and write street at the end. Please remember to indicate if the address is a street, lane or place, etc.

Custom and Duty charges are country specific and are a legal obligation. You may not always get caught for customs as it is up to the discretion of your local customs office and how they operate. You may order two packages from xoBeauty for the same value and one may get charged customs while the other one may not.

This is generally how the customs process works:

  • Parcel enters the destination country and the declared value is over the country’s set dollar value threshold for the particular type of items.
  • Customs will hold the parcel for clearance and contact you via post, phone or email to pay a fee (this fee is usually a percentage of the order)
  • Sometimes Customs will ask you for more information about the parcel items. If this happens then please download your ‘order invoice’ which is found at the bottom of your ‘order confirmation email’. Once you have downloaded the invoice, send it to the customs contact person.
  • Once the fee has been paid customs will release the package which will be delivered to you.

Please be aware that customs charges are outside of our control and may be charged on international orders. If you do happen to get charged custom and duty charges and you decide to not pay the charges the items will be sent back to us. When we receive the items back you will be charged a restocking fee of $12 NZDS and you will not be refunded the cost of shipping. Custom charges and duty charges are the responsibility of the customer and they will not be refunded or covered by xoBeauty. By ordering items from xoBeauty you agree that payment of custom charges, duty charges and the restocking fee are your responsibility. Thank you for your understanding.

We recommend a mix of water and micellar water, a gentle one like the Essano Rosehip Micellar Water works well. Soak them for a few hours or overnight, tissue off, and gently remove the glue build up. Hope this helps! XO.