Frequently Asked Questions

 

Customer Service

What are the delivery rates?

Our delivery rates vary depending on which courier you choose during checkout. Rates start at $6.50 per order.

Which payment methods are accepted?

We accept all major credit/debit cards. You can also pay via online bank transfer or Paypal

How long will delivery take?

We make every effort to ship your order the same business day (for orders placed before 12pm) otherwise we will send your order on the next available courier.

Once you receive a shipping notification to say your order has been completed –

Deliveries to:

North Island: 1-2 business days.
South Island: 2-3 business days
Rural delivery: Add 2-3 extra days to the above

What exactly happens after ordering?

Once we receive confirmation that your payment has been processed, we’ll get right to work on picking your order. You’ll receive an email with a link to the courier tracking once we have completed your order so you can follow the delivery online.

Do I receive an invoice for my order?

An invoice will be sent with your order. You can also download a copy of your invoice by logging into your account.

Do you ship internationally?

Not at this stage. The NZ Post international air service is prohibitively expensive (the cost of sending one kit to the USA is almost double the cost of the actual kit!) Until we receive better international rates from NZ Post our kits are unfortunately only available to residents of New Zealand.

 

Refunds and Returns

Do you accept returns?

Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unopened and in the same condition that you received it. It must also be in the original packaging.

Additional non-returnable items:

Gift cards

Downloadable products, including but not limited to: PDFs, online courses, online tutorials.

To complete your return, we require a receipt or proof of purchase.

Where can I find your returns policy

For more information on our returns policy, please visit our Terms & Conditions page

 

DIY Kits

What do I get in the kit?

Each kit contains all the materials and instructions to make the final product. You won’t need any specialist tools. You might require basic household items such as a bowl, electric mixer or whisk depending on the kit.

How easy are the kits

Our kits are designed for all ages and skill levels. We advise parental supervision for children under the age of 14.

Can I add extra ingredients to the recipe in my kit?

No, this is not recommended. Our recipes have been carefully formulated and test. Adding any additional oils, butters or other ingredients could change the consistency or shelf life of the finished product.

I don't have a microwave, can I still make the lip balm/body butter etc...?

Sure thing! It’s simple to create your own double boiler. Just fill a small pot half way with water and place a heat safe bowl or jug on top. Make sure no water can get into the bowl. Heat the water on your stove top until you get to a rolling boil, then lower the heat to a simmer. If you’ve ever melted chocolate before it’s the exact same process!

How long do the kits take to make?

You can typically finish any of our kits in less than 30 minutes. Usually the longest part is waiting for your finished product to cool/set/dry!

I'm having trouble with a particular step, can you help?

Of course! Send us an email at support@zendesigns.co.nz and we’ll troubleshoot together.