Customer Service

 

(a) CUSTOMER REGISTRATION

  1. Why should I register?
  2. What should I do if I forget my password?
  3. How do I update my personal information?

 

(b) SHIPPING AND DELIVERY

  1. How are the shipping charges calculated?
  2. How soon will my order be processed?
  3. How long is the delivery time to my address?
  4. What should I do if my order fails to arrive?

 

(c) PAYMENT

  1. What payment methods does Evolu accept?
  2. Can I pay in currency other than NZ Dollars?
  3. What is Payment Express?
  4. I prefer not to order online. Can I order in other ways?

 

(d) SECURITY AND PRIVACY

  1. What will you do with the information I provide on your site?
  2. Is it safe to use my credit card over the Internet with Evolu?
  3. Is your site secured?

 

(e) RETURNS POLICY

  1. What do I do if I found the items are ruined or broken?
  2. Can I return the items back to you if I'm not satisfied?
  3. Is there any charges associated in the returns?
  4. Can I cancel my order if I don't want to wait any longer?

 

(a) CUSTOMER REGISTRATION

 

1. Why should I register with Evolu?

(a) You won't have to re-enter your details every time you shop on our site;

(b) Your previous order is remembered on our system for future reference;

(c) You will receive special offers or promotions from time to time.

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2. What should I do if I forgot my password?

Click on 'Forgot your password?' on the My Account page and enter your email address you used to log on to our web site. Our system will automatically generate a new password and send it to you via email.

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3. How do I update my personal information?

Log in to the My Account page, where you may update any of your information and address details. Click SAVE to confirm the changes.

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 (b) SHIPPING AND DELIVERY

 

1. How are the shipping charges calculated?

Our shipping charges are applied in categories calculated based on the weight of your order. These charges are additional to the product prices quoted. Any additional import duty or tariffs incurred will be the responsibility of the customer. We utilise international airpost, as the most cost-effective shipping method, for all orders outside New Zealand. We do not offer a track-and-trace option as this is typically cost-prohibitive.

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2. How soon will my order be processed?

For all shipments please allow 24 hrs for processing before the order is shipped. Same day shipping is not available. Orders are processed on business days only. Any orders placed after processing or on the weekend will be processed the following business day and shipped the day after

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3. How long is the delivery time to my address?

Within New Zealand:

  • Orders will be sent via PostHaste courier for delivery within 1-2 business days.
  • Normal delivery will be within 24 hours but allow up to 2 days in outlying areas.

International:

  • Orders will be sent via International AirPost for delivery within 3-12 business days.

(If you wish to receive your order sooner, please enquire via email or fax us at: +64 9 376 4615).

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4. What should I do if my order fails to arrive?

Please advise us within 7 days if your order fails to arrive within the specified time.

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(c) WAYS TO PAY

  1. What payment methods does Evolu accept?
  2. What currency options do I have?
  3. What is Payment Express?
  4. I prefer not to order online. Can I order in other ways?

 

 

1. What payment methods does Evolu accept?

Evolu accepts payment via credit card, and, for transactions within New Zealand, direct deposit. We accept Visa, Mastercard or American Express for all orders, whether online, via fax, phone or mail. All orders are accepted subject to availability of products. Prices will be those applicable at the order date. Transactions will appear on your credit card statement as coming from 'Evolu Skincare'.

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2. What currency options do I have?

While all prices are listed in NZ Dollars by default, the pulldown menu at top left of the product pages allows you to have the prices displayed in one of the following international currencies (All conversion takes place in real time at the rate applicable at the time of purchase):

  • NZ Dollars
  • UK Sterling
  • US Dollars
  • Euros
  • Japanese Yen
  • Australian Dollars

The prices displayed will be billed to your credit card in NZ dollars.

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3. What is Payment Express?

Payment Express is a global-standard third-party online credit card processing service that provides instant, absolutely secure credit card verification and approval in real time, using advanced SSL encryption technology.

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4. I prefer not to pay by credit card. Can I pay in other ways?

We also accept payment by direct deposit via internet banking (NZ only). This option is provided at store checkout. Orders paid for by this method can only be despatched when payment has been cleared, which can delay despatch by approx 24 hours, depending on bank processing times. 

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(d) SECURITY AND PRIVACY

 

1. What will you do with the information I provide on your site?

evolu respects the privacy of all our customers. We will keep your information strictly confidential and not share it with any third party. We collect and store information about you in order to help us both to add more products and services relevant to you and to ensure that your shopping experience with us is rich and personalized.  We will use email to communicate with you about your orders.  If you are a registered evolu customer or subscribed to our mailing list, we may also send you email to let you know about special evolu promotions, news and events.  If you do not wish to receive our email updates, you can unsubscribe at any time.

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2. Is it safe to use my credit card over the Internet with Evolu?

Absolutely. We use Payment Express, a world-leading secure payment gateway to process your credit card transaction over the internet. We do not capture or keep your credit card information anywhere at Evolu. Transactions will appear on your credit card statement as coming from 'Evolu Skincare'.

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3. Is your site secured?

Yes, our site is fully certified with industry best-practice SSL encryption: This means any credit card information you send will be encrypted - when it is entered and when in transit - and will remain totally confidential.This information is for ordering only and will NOT be made available to any third party. The information (EXCLUDING credit card details) will be held on a secure server - so if you re-order at any time, you will not need to re-enter it.

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(e) RETURNS POLICY

 

1. What do I do if I found the items are ruined or broken?

We do our utmost to ensure the products are packed and protected adequately. However we are unable to accept liability for any damage or breakages during transport.

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2. Can I return the items back to you if I'm not satisfied?

We have a full no-questions-asked 30-day refund or exchange policy on all online Evolu purchases. Return the product/s in their original packing back to us within 30 days of receipt and we will refund your total purchase, or if preferred, we will be happy to exchange the product with new and re-ship at our cost. Click here for our contact and shipping address information. Returns within NZ can use our Freepost address which requires no postage.

If unsatisfied with your Evolu product purchased from a retail stockist, please return it to the store concerned to request a refund or exchange.

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3. Is there any charge associated with a return?

Shipping on returned goods from outside NZ is at the purchaser's cost. If an exchange is requested, evolu will cover shipping of the replacement product.

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4. Can I cancel my order if I don't want to wait any longer?

Yes, you can for as long as your order has NOT been despatched.  We will refund you with full amount including shipping charges back to your specified account.

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