SHIPPING POLICY
Upon placement of your order, you will be sent an order confirmation to your email address. This also confirms that we have received your order. If you have not received an order confirmation, please verify that you have completed the payment process.
We ship ship 3x/week, Monday to Friday - excluding public holidays.
Once we have shipped your order, you will receive an automated email to notify you.
Packaging
To limit our carbon footprint, we have minimised our packaging as much as possible whilst still following regulation guidelines and requirements. You'll receive our full-size skincare in a glass jar/bottle with matching closure while our sample-sized items come in an aluminium tin. All cardboard, aluminium, and glass you receive is recyclable. To accommodate the recycling processes, it is best to clean jars/bottles/pumps/caps etc. prior to placing in recycling bins.
Your order will be shipped in a cardboard envelope with paper filling or home compostable bags.
Delivery options
Once orders are placed, they are not able to be edited, added to or cancelled.
If you place your order over a weekend or on a public holiday it will be processed and dispatched over the following business days (Monday-Friday). We ship ship 3x/week, Monday to Friday - excluding public holidays.
Please note: Shipping times are a guideline and subject to change. You may experience slightly longer delivery times during peak periods (Sales or annual high-traffic times like Christmas, Easter etc), due to severe weather, natural disasters or due to other postal service delivery issues that are unforeseen or unavoidable events beyond SENZ Botanical’s control.
Online orders are processed and shipped from Auckland, NZ.
New Zealand shipping
Standard (metro) shipping $8.00
Standard NZ rural delivery $10.50
FREE NZ-wide shipping on orders over $65
Please note that if discounts, coupons or other offers reduce the value of the order to below the threshold, free shipping does not apply.
SENZ Botanicals reserves the right to amend the FREE-shipping threshold at any time it deems necessary without prior notice.
International shipping
SENZ Botanical does not currently offer international shipping.
Possible delays
All shipments may encounter delays due to high volumes or severe weather that extends beyond the expected delivery time frame provided by the carrier. International shipments are subject to customs procedures leaving New Zealand and arriving in the destination country which may cause further delays. While these delays are uncommon, they are a reality of shipping logistics especially with international shipping. Please be advised that tracking scans may no longer update once a shipment has left New Zealand, and will be transferred to the local delivery partner tracking.
Shipping to multiple addresses
We are unable to process split shipments within one order at this time. If you wish to ship to multiple addresses, you can do this by creating separate orders, each with their own delivery address.
Lost or damaged goods
SENZ Botanicals is not liable for damaged or lost goods. But if your order is lost or damaged in transit, please contact our Customer Care team via email email; info@senzbotanicals.co.nz
Please provide us with your date of product delivery, order number, and in case of damage include photo(s) of the product.
Exchanges
Exchanges cannot be made for products that have been opened or used. If you are exchanging a product due to our error, such as an incorrect product, we will cover the return shipping cost. To arrange this, please contact Customer Care with your date of product delivery, order number, and photo of the product.
If you would like to exchange an unused product for a different item, please contact our Customer Care for authorisation and return the original product for a full refund (minus shipping cost) once approval is granted. We do not cover shipping costs for voluntary exchanges. You do not need to wait for approval before placing any new orders. Please note: returns and exchanges may require up to 10 working days to process. For change of mind returns, the customer is responsible for return shipping costs.
Promotions
While we enjoy customer participation, we can only accept one promotion code per order. Promotions are conditional upon quantity and specified time frame. If you have difficulty in processing any promotions, please contact us. Follow us on Facebook and Instagram for the latest promotions.
Contact
If you have any further questions regarding these Shipping Terms and Conditions, please contact us at info@senzbotanicals.co.nz
This information was last updated on 1st March 2023.
Product
If you have purchased an item from a stockist, please refer to their store policies and contact them directly.
In the unlikely event that you receive an item that is damaged, incorrect or faulty, please contact our Customer Care team to discuss options; info@senzbotanicals.co.nz
If you are not completely happy with your order upon receipt, we may discuss options for return for a store credit or replacement within 14 days from date of invoice. For items returned within 14 day from your purchase, a store credit or a replacement will be issued.
Once we receive the returned items, we will process your request within 7 business days and you will be notified by email.
Please note:
Shipping costs on returns are not included in store credit or replacement.
Limited edition items, special promotions and samples are excluded from our 14 day guarantee.
Environmental factors and subsequent changes in products
Our products are artisan made in small batches that we create with the utmost care. Whilst we strive to offer the highest quality every time, our ingredients are natural and may have slight differences depending on the location where it was grown, the season it harvested in etc., For this reason slight differences between batches can occur and batches may vary in appearance or texture because of it.
Due to the nature of anhydrous products, their texture is subject to environmental factors, most noteably temperature swings; they soften/melt in warm temperatures and harden up in cool temperatures, slightly changing the texture of the product. We therefor advise that products are kept in cool places, away from (sun)light. While we took great care in designing our formulas, this change in texture due to environmental factors is beyond our influence. No replacements will be offered because of this reason.
This information was last updated on 1st March 2023.
RETURNS & EXCHANGE POLICY
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