Frequently Asked Questions

 

My Order

I’ve just noticed my address is wrong. Can I change it? Yes, you can. If you order has not already been shipped and you have not received your tracking email, please contact us with your order number and correct address and we’ll make this change for you. If you’ve already received an email with your tracking info, you’ll need to contact CourierPost or enter your tracking details here and click “view / manage parcel” to have your parcel redirected.

Can I add to my order? You can’t directly add to an order that has already been previously paid for, but send us an email and if you order hasn’t already been dispatched we can send you a Free Shipping code so you can make a second order and save on the shipping cost!

Can I send my order as a gift? Absolutely! Simply add products to your cart then checkout, as usual, ensuring that the Gift Recipient’s details are entered as the delivery address. Note that orders will be dispatched as a whole to the delivery address entered at checkout and unfortunately whole orders cannot be dispatched to multiple addresses.

We can make up ad gift box for your order and include a message with your gift, just add a Self Curated Gift Box to your order and let us know in your order notes at the checkout what you’d like your message to say and we’ll take care of this for you. Please note that orders to international destinations must show the value of the goods in order to comply with postal regulations. You should also check if the products you are sending comply with the regulations of the destination country your order is being sent to e.g. Nail Polish and perfume cannot be sent internationally.

How long before my order is dispatched? We are a small family run business and we aim to dispatch orders within 2 working days of orders being placed. During busy periods this can take a bit longer, we appreciate your patience and understanding if there is a delay with your order being sent.

I placed an order and haven’t received the tracking yet? Tracking links are automatically sent to you via email when your order has been packed and is ready for our couriers to pick up. Sometimes these emails can find their way into your junk mail folder, so make sure you check there too. Otherwise, if it has been more than 2 working days since your order was made (or a few days more during busy periods) please do get in touch

I’ve received my tracking link, but my order hasn’t arrived yet? While we are happy to contact couriers and follow up, we find that it is best for customers to make the initial contact with Courier Post to ensure you get a quick answer. From there, if you need further assistance we are more than happy to follow up, please contact us with your order details and we can take a look from there.

 

Out-of-stock Products
A product I would like to buy is out of stock, can you tell me when it will be back in stock? We work really hard to keep items well stocked and have stock arriving regularly. During busier periods stock can take a little longer to arrive. If a product is out of stock, you can be sent an email when it’s available to purchase again by clicking on the “notify me” function on the product page.

 

Product Recommendations
Do you have any recommendations for certain products? A great tool to help you decide whether a product is right for you is to read the customer reviews of the products on our product pages. These are genuine reviews made by Oh Natural customers to help you make well-informed decisions! We also offer many of our products as samples so you can try them out before committing to the full-sized product.

 

Shipping and Packaging

How long before my order is dispatched? We try to dispatch orders within 2 working days of orders being placed, however during busy periods this can take a bit longer. We are a small family run business so your patience and understanding is appreciated.

I placed an order and haven’t received the tracking yet? Tracking links are automatically sent to you via email when your order has been packed and is ready for our couriers to pick up. Sometimes these emails can find their way into your junk mail folder, so make sure you check there too. Otherwise, if it has been more than 2 working days since your order was made (or a few days more during busy periods) please do get in touch

I’ve received my tracking link, but my order hasn’t arrived yet? While we are happy to contact couriers and follow up, we find that it is best for customers to make the initial contact with Courier Post to ensure you get a quick answer. From there, if you need further assistance we are more than happy to follow up, please contact us with your order details and we can take a look from there.

Where do you ship to? We ship all across New Zealand, including PO Box and rural delivery addresses. We also ship internationally but this is an untracked service. More information about our shipping both within New Zealand and internationally can be found here

Do you use sustainable packaging when you send out orders? Yes! We are an environmentally friends business and we use Jiffy mailers and R3pack compostable bags. Jiffy mailers are our heavy-duty 100% recyclable paper option that have a padded interior made of desiccated paper to provide protection against even the clumsiest of couriers. R3pack bags use non toxic inks and comply with international standards for home and commercial composting. See Jiffy and R3Pack for more information.

Please see our Shipping page for more information.

 

Ingredients

Are all the ingredients in the products you sell sustainably and ethically sourced?  We thoroughly research every product before stocking it to ensure they are sustainably and ethically sourced. All of our products are 100% animal cruelty free and do not contain any toxic ingredients. We believe this is part of our key value proposition that we bring to our customers so that they don’t have to do this research themselves before buying from us.

Where can I find information about the ingredients that are used in your products? All of the ingredients that are in the products we sell are listed on the product page for each product. We also have an Ingredients Policy where you can find out more information on the ingredients we avoid in our products.

 

Rewards Programme
Do you have a loyalty program? We sure do! Just make sure you log in when you shop, and you will earn reward points on every purchase. Find out more here

How do I redeem my loyalty points? The next time you shop with Oh Natural log in to your account and you’ll see your rewards balance and the option to redeem your points at the start of the checkout process (as long as you are logged in!).

See our Loyalty Points page for more information.

 

Returns and Refunds

Do you accept refunds if I realise I have bought the wrong product? If you are not happy with your purchase, provided the goods are unopened and unused you may return them for a refund or exchange within 7 days of receiving your order. Please contact us in the first instance and we will be happy to sort this out for you. Please note postage costs will not be refunded for the initial order or costs incurred returning the item to us. If goods sent to you are faulty or were sent to you in error we send you a courier label so that you can return the products back to us and we will send you out a replacement. Without exception, we will not accept returns on open or used items, unless the item is faulty.

 

Payment Options

What type of payments do you accept? Your Oh Natural order can be paid for using the following payment methods:

  1. Credit Card or Bank Transfer – Simply click on Pay by Credit Card or Bank Transfer to make a secure payment via Mastercard and Visa credit card or “account2account” bank transfer. We use Windcave as our secure payment gateway.
  2. PayPal – Use Paypal to pay securely with your Visa, Mastercard, AMEX or Discover credit card without setting up an account, or you can choose to set up a Paypal account.
  3. AfterPay or Zip – For “pay later” options, simply click Afterpay or Zip to sign up or login, then pay the first 25% securely with your Visa or Mastercard. Your credit card will be billed in four 25% instalments – one on checkout, with the next three payments spread out fortnightly over the next six weeks. Afterpay and Zip will text and email you reminders before each payment is due. Any missed payments will incur a fee. The minimum spend for Zip is $50 and there is no minimum spend for Afterpay. See Afterpay and Zip for more information.

Simply select your preferred option during the checkout process.

 

Wholesale
Do you wholesale any products? Yes we do! See our Wholesale page to find out about the products we wholesale and email us at hello@ohnatural.co.nz about becoming a wholesale customer.

 

Ethically Sourced Products

Are all the products you sell ethically sourced? Yes, all of the products on our website are ethically sourced. This includes ensuring that staff are paid in accordance with the local legislation, that the staff are working in ethical and humane working conditions and that there are no children employed to work. We do all the research on this so you don’t have to!