ADORE BEAUTY SHIPPING INFORMATION

Free Standard Delivery over $25

Dispatch times: Same day dispatch on all orders placed before 4pm NZST (New Zealand Standard Time) Monday - Friday.

* Doesn't apply during sale periods.

Orders placed on weekends and Victorian public holidays will dispatch on the following business day.

How long will my order take to arrive?

Delivery

DHL Standard:

Authority to Leave (ATL):

Standard deliveries come with the convenience of Authority to Leave. The driver is authorised to leave your parcel in a safe place at your location, eliminating the need for a signature.

Safe Place Considerations:

If, upon assessment, the driver deems the area lacking a safe place or encounters accessibility issues, a calling card will be left with instructions to follow.

Options for Redelivery or Collection:

Once you follow the instructions on your calling card, you ou have the flexibility to:

1. Collect it in person.

2. Arrange a redelivery.

Please be informed that your package will be retained at the depot for a duration of 7 days. If collection or redelivery is not arranged within this period, your parcel will be sent back to us. Should this situation arise, please reach out to us for further assistance.

DHL Express

Customisable Delivery Options:

DHL Express provides you with added flexibility through SMS/Email notifications. Tailor Your Delivery: Receive notifications that allow you to customise your delivery preferences.

Options Include:

• Deliver my package on Another Day: Scheduled delivery

• Deliver my package to Another Address: Alternate Delivery to work or family.

• Deliver my Package at a Safe Place: Authorise Shipment Release.

• Deliver my package with Neighbour: Leave with neighbour, reception or guard.

• Deliver my package at a DHL Service Point: Hold for Collection.

• Request my Hold My Package: Vacation hold safekeeping up to 30 days.

Please note - we are based in Melbourne!

Adore Beauty is based in Melbourne, VIC Australia, and we ship all items from our Australian warehouse.

Any additional taxes or duties applied by NZ customs are the responsibility of the recipient, and your parcel may be subject to these charges depending on the value. To estimate the duty that will need to be paid, please visit here.

It is illegal for us to incorrectly declare the value of the parcel, and we are not able to do so.

If your parcel's tracking status is "Import Duty and Tax Payable" or "Income Duty and Tax Assessment", your parcel may experience a delay of approximately 3 - 5 business days.

If there is any duty and tax to be paid on orders above 1000 NZD, a text will be sent to you from DHL to make payment and a follow up call if no payment is made.

What if my order hasn't arrived in the estimated time?

Important Notes:

Our shipping guidelines are based on the estimated time of arrival from the dispatch date, not the date of your order placement.

Delivery time guidelines are applicable on business days, which include Monday to Friday and exclude both Australian and New Zealand public holidays.

Troubleshooting Steps:

Business Address Delivery If your order is being delivered to a business address and it's beyond the specified delivery time, check with the mailroom or reception for your parcel.

Home Address Delivery with Instructions

For home address deliveries with specific instructions, inspect areas around your property (e.g., metre box, carport, behind pot plant) where the delivery driver may have left your parcel.

Confirm Delivery Address

Review your confirmation email to ensure your delivery address is correct.

If, after these steps, your order remains undelivered beyond the estimated time range, please reach out to our customer support for further assistance here.

DHL Express Deliveries:

While DHL Express deliveries may occur over some weekends, we cannot guarantee weekend delivery.

What if you qualified for the “Delivered by Christmas, or Your Money Back” promotion and your order has not arrived in time?

Adore Beauty guaranteed delivery before Monday 25th December 2023 and offered money back to the value of the order (inclusive of GST + shipping cost) placed via Express or Standard Shipping from Sunday 10th December to Sunday 17th December 2023, for orders that do not arrive before Christmas Day (Monday 25th December 2023).

If your order qualifies based on the above, and the order did not arrive in time for Monday 25th December 2023, please write to Adore Beauty as soon as possible by responding to your order dispatch email, requesting a refund for the “Money Back Guarantee” promotion.

Refunds will be processed, and emails responded to as soon as reasonably possible but by Wednesday 31st January 2024 at the latest. Adore Beauty’s Refund Policy applies and can be found at adorebeauty.co.nz/returns

Whether or not an order is deemed to have been “delivered” or not is based on the attempted first delivery. If the customer is not available to collect the order at the time of delivery nor provides instructions/authorisation on leaving the order at the address unattended, this will still be deemed a successful order and not eligible for the “Money Back Guarantee” refund.

Full terms and conditions from the promotion can be resupplied by Contacting Us

Who will deliver my parcel?

Standard Deliveries

Once your parcel arrives in New Zealand, it will be seamlessly transitioned to Aramex for the final mile delivery.

Parcels travelling to regional post codes may be handed over to NZ Post for delivery.

Express Deliveries

Your parcel will be delivered by DHL Express drivers, who will be using distinctive DHL vans for a swift and secure delivery.

How to track your parcel

1. You'll find the link to your tracking number provided in your dispatch confirmation email. Simply click on the link to track your parcel.

2. Alternatively, you may enter your tracking number to the relevant DHL service tracker.

DHL Express: https://www.dhl.com/au-en/home/tracking.html

DHL Standard: https://webtrack.dhlglobalmail.com/home

Ways to ensure you don't miss your delivery

Delivery to a Business Address:

If you're not home during the day and lack a safe place for your parcel, consider having it delivered to a business address. This ensures you won't miss your delivery.

Work Address Delivery Instructions:

If your parcel is headed to your workplace, include your business name and any specific delivery instructions (e.g., "Leave at Reception") to facilitate a smooth delivery process.

Express Delivery Benefits:

For express deliveries, expect the convenience of receiving a text and email. These notifications empower you to interact with your shipment, providing options to change the delivery address, release the signature requirement, or choose a preferred delivery date.

What happens if an item I ordered was out of stock?

If one of the items you've ordered is out of stock, your order will be placed on hold until the available item comes back into stock.

This will be reflected on your confirmation email, as your dispatch date will be delayed.

If you would like an update on when a product will come back into stock, please email us at service@adorebeauty.co.nz

Thanks for understanding

Returns

If you'd like to return an item to us, please view our return information page here.