FAQs
How soon will I receive my order?
Orders are dispatched within 1-2 business days by courier. When you order is dispatched you will receive a tracking notification from our warehouse. Depending on the delivery address you should receive your order in 1-3 days from dispatch depending on your location. If you haven’t received your order after a week please email us on hello@natureslab.co and we will track it for you.
Where is my order sent from?
Orders are dispatched from our Palmerston North warehouse.
Can I select my order as a ‘gift’?
Currently we do not have an option at checkout for gift wrapping. However, please email us at hello@natureslab.co as soon as you have placed your order and we will do our best to accommodate your request.
I haven’t received my order?
If you haven’t received your order after 5 working days please email us on hello@natureslab.co and we will track it for you.
Do you offer free delivery?
Yes orders over $65 are sent free of charge. If your order is under $65 you will be charged $5 for standard delivery or $10 for rural delivery.
What can I do if the product I want to order is showing as out of stock?
We try to have all products in stock all of the time however sometimes there is a delay in production or we have forgotten to update the site. Please email us and we will be able to tell you when it will be back in stock or suggest a local stockist that may have it in stock.
What happens if my order is damaged or it is missing items?
Please email us at hello@natureslab.co to resolve any issues with your order. For damaged items we may require photos or for the products to be returned.
What payment methods do you accept?
Payment is processed via Stripe which includes all major debit and credit cards, Apple Pay and Afterpay. You do not need to have a Stripe account.
Can I change my order after I have processed it?
Once you confirm your order online, it is sent directly to our team for processing. We’d love to help if your order hasn't already been packed. Please contact us on hello@natureslab.co.
What if I need my parcel urgently?
If you need your order before a certain date, please contact us prior to placing an order to ensure this is achievable.
Do you deliver internationally?
We currently don’t offer international shipping, but if you love our products and you’re not in New Zealand contact us and we will see what we can do.
Which of your products are vegan?
We can proudly say that all of our products are vegan. There are no animal product in and there is no animal testing done on any of our products or our raw ingredients.
Are your products natural?
We use the highest quality ingredients, many of which are plant based, to create skincare products that are gentle on your skin. A range of our products are 100% natural and are great for people that have sensitive skin or have issues with fragrance.
Where are your products made?
All of our products are lovingly handmade in New Zealand.
How can I contact you regarding other enquiries or feedback?
For any other enquiries or to provide us with your feedback please visit the Contact Us page.
How do I choose a fragrance
Fragrance is really a personal thing so it’s difficult to recommend which fragrance you will like best. All of our fragrances are unique and when you find the one you love you will be hooked!
How do I find out about new products and special offers?
Please sign up to our newsletter and follow us on Instagram.