customer services

Check out our most common questions and answers below. If you don't see an answer here, you can always give us a call on 0508 MY BEAUTY, 0508 69 232889

Customer Service & Help

Who can I call or email for a product related question?

If you have any questions regarding our brands or products, or require some skincare advice, please call our Online team on 0508 MY BEAUTY, 0508 69 232889, or email us at info@mybeautystore.com

Can I cancel or change my order once I have completed the order transaction online?

Once an order has been process we are unable to interrupt the order process.

Payment and Security

Which forms of payment do you accept?

We accept payment through DPS; Visa debit and credit cards, Mastercard and Amex.

How secure is my personal information and payment details?

At mybeautystore.com, your security while shopping with us online is a priority. We have taken all reasonable measures to ensure a secure online purchase environment, so that your personal and payment details are kept safe at all times. To verify you are on a secure page look for the DPS icon at the shopping cart. Please check our Terms & Conditions for more payment information 

  • For security reasons your billing name and address must match that of the credit card used for payment.
  • All purchases require bank authorization prior to processing. Only authorised orders will be processed and shipped.

From time to time we will collect your personal details online but you can be assured your personal details are safe with us and will only be used to deliver you the services you have requested.

You can update your details at anytime through your My Account.
To view our full Privacy Policy click here 

What are the MBS privacy policies?

From time to time, we will collect your personal details online so you can continue to enjoy our MBS experience, but you can be assured your personal details are safe with us and will only be used to deliver you the services you have requested.

You can update your details at anytime through your My Account.
To view our full Privacy Policy click here

Can I cancel or change my order once I have completed the order transaction online?

Once an order has been process we are unable to interrupt the order process. 

Promotion Code

Terms & Conditions

1. All mybeautystore.com customer T&C's apply.

2. One voucher code per customer per purchase.

3. Not to be used in conjunction with any other offer or sale items, the exclusive voucher code cannot be exchanged for cash, voucher code can not be applied at a later date or if product is out of stock.

4. We take no liability if you have misplaced your voucher code.

5. Voucher codes hold a validation date per each individual promotion

Sales/Promotions/Special Offers-following conditions may apply;

Offers apply while stocks last, products shown are not to scale, pictured products are examples from the selected or entire range, and product colours may differ slightly from digital advertisement.  Additional terms and conditions may apply to some offers please check our website for each individual offers terms & conditions these can be found on the offer banners which can be found on the mybeautystore.com/special-offers category page, all offers are available while stocks last.  All qualifying purchases must be made in a single transaction and all offers are not available in conjunction with any other offer.

How to use your Voucher Code:



Simply enter the voucher code: in the discount box during check out. Code must be entered & applied to order to receive the offer; we are unable to reverse orders after confirmation.

Orders And Delivery

Can I have my parcel gift wrapped for a gift?

Yes we provide a mybeautystore.com/powered by The Beauty Collective bag, please contact customer services if you have any queries.

Does mybeautystore.com ship internationally?

We currently ship to:
New Zealand
Australia

How Can I Track My Order

Please contact our customer services team and they will be able to advise you of your parcels location.


Email: info@mybeautystore.com 

Freephone: 0800 842 725 (NZ) or 1800 05 6644 (AU)

How many days from order confirmation can I expect my order to arrive?

We endeavour to process orders within 24 working hours of receipt.
New Zealand orders have an expected delivery window of 5-7 business days.
Australia orders have an expected delivery window of 5-10 business days.

Processing and shipping time does not include weekends, and orders placed on Friday after 11am, New Zealand time, along with all Saturday and Sunday orders will be processed the following Monday.

Business Days: Monday - Friday (excluding Public Holidays) from 9am to 5pm New Zealand time.

We shall aim to let you know if we expect that we are unable to meet our estimated delivery date but we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.

mybeautystore.com offers free shipping* under the following conditions

Do I have to be at work or my chosen delivery address to receive my parcel?

Please note we cannot deliver to PO Boxes. 

Our carriers deliver during normal business working hours so we suggest your order is delivered to an address where someone will be available to accept it.

On delivery of the Product, you may be required to sign for delivery, unless you grant us 'authority to leave. You may grant us an 'authority to leave' when placing your Order. If you do, you understand and agree that this authority to leave gives us and/or our selected carriers permission to leave the Order in question unattended by the front door – or, where applicable, at the reception or concierge's desk – of the delivery address without obtaining a signature confirming delivery at the delivery location. In such circumstances, you understand and agree that by granting us authority to leave, we and our carriers are released of all responsibility and liability for the Orders delivered and left unattended, and that this responsibility and liability transfer to you on delivery.

FREE SHIPPING* conditions

New Zealand - *Free shipping on all orders over $40.00 NZD, nationwide, alternatively a $5.00 flat shipping fee will be charged on orders under $40.00 NZD

Australia - *Free shipping on all orders over $100.00 AUD alternatively a $15.00 flat shipping fee will be charged on orders under $100.00 AUD

Returns

How do I return or exchange a product?

Mybeautystore.com would like you to be satisfied with your purchase. However, if you wish to return any products for any reason, you must apply in writing via email to info@mybeautystore.com within 14 days from the date you receive such products.

If you fail to seek consent to return the products within that period of time (time being of the essence) you will be conclusively deemed to have accepted the products and mybeautystore.com shall not incur any subsequent liability in respect thereof.

If mybeautystore.com gives its written consent for the return of the products, the products must be returned together with a credit claim which quotes: the mybeautystore.com invoice number, the date of delivery of the products, and the name of the customer services representative of mybeautystore.com who approved the return, and the reason for the return.

If you comply with the foregoing, mybeautystore.com may, at its own discretion entirely:

Give a credit to you for the products which have been correctly returned in the same condition and packaging in which they were dispatched (subject to a charge for reasonable costs where products were ordered incorrectly); or

Subject to any express warranty given by mybeautystore.com, to provide replacement products. In the event that the above provisions are not strictly complied with, mybeautystore.com will return such products to you at your expense.

We are unable to refund any freight charges, and for reasons of hygiene, cannot replace or refund goods if they have been opened or the seals have been broken, unless they are faulty. We do not exchange or refund goods for the reason of change of mind. Please choose items that have colour or scent carefully as we are unable to refund goods due to incorrect colour or scent choice. Thank you.

My Account

I forgot My log in details how can I retrieve them?

If you’ve forgotten your log in details, simply click on 'Forgot your Password?' on the My Account log in page. You will then be asked to enter the email address used to setup your account, and a link to reset your password will be emailed to you. 

How can I view my online purchase history?

At this time you can only view your previous and current online orders through My Account once you have activated your status. If you have queries about previous orders, please contact our customer service team and they will assist you.

Email: info@mybeautystore.com 

Free-phone: 0800 842 725 (NZ) or 1800 05 6644 (AU)

Why should I sign up to mybeautystore profile account?

Sign up to enjoy:

  • My Account memory bank will store your details so you can save all of your details for faster, easier check out
  • You will receive exclusive online beauty offers
  • To create your My Account through mybeautystore.com today click HERE

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