FAQs

Frequently Asked Questions (FAQs)

These are the most commons questions our customers have about Kiss and Makeup. If we haven't covered off your question, please do drop us a line at hello@kissandmakeup.co.nz (we try to answer as quickly as we can, generally either within a few hours but definitely within 24 hours), or call us 02747 715 002 and speak to Stephen.

Delivery

How long will it take to receive my order?

New Zealand Cities and Towns

If you place your order before 2pm on a business day, we will aim to deliver your products within 24 hours (in the majority of instances it's overnight to 180 towns and cities). For rural deliveries, please allow another day or so.

Do you track orders and require a signature on delivery?

All orders are tracked and you will be emailed a tracking number once we've packed it up for the courier. If we deem your order to be large we may choose to include signature required at our discretion (will depend on location and if there's multiple dwellings etc). 

What happens if my order goes missing?

If your order does not arrive, please use the tracking details supplied in the order confirmation email we send you once the courier picks up your order. If you can't see the email, please check your spam or junk folder. Sometimes there can be a delay with the courier so please allow a couple of business days for your order to arrive.

If we believe the order is missing, we will start an investigation with the courier company to track down it's whereabouts and keep you informed on progress at all times.

You can reach us at hello@kissandmakeup.co.nz at any time. 

Do you deliver to any international address?

We only deliver within NZ.

Who do you use to deliver the order?

We only use CourierPost (overnight service). 

I have a question about my order, who should I contact?

You can email the team at hello@kissandmakeup.co.nz or call 0274 715 002

I haven't received any emails from you, why is that?

Sometimes email providers (Xtra by Spark is notable) implement security measures in order to reduce spam, which also can block legitimate emails too. One way to overcome this is to add hello@kissandmakeup.co.nz to your safe senders list. For gmail you can follow these steps:

1. Click the gear icon in Gmail and select "See all settings" from the Quick settings menu.
2. Navigate to "Filters and Blocked Addresses" in the top menu.
3. Select "Create a new filter."
4. Add a specific email or a whole domain in the "From" field.
5. Click "Create filter."

How do I update my Account Details such as change of address?

If on PC / Laptop

Simply login to your Account (select the 'human head and torso icon top right of screen), which will take you to 'Your Account'. You can then select 'Addresses' and then Edit Address/Other Details including email and phone.

If on Mobile

Simply login to your Account by going through the Menu (top left of screen, those 3 horizontal lines), go to the bottom of menu and you'll see a SIGN IN link). Once signed in, you'll need to go into the Menu once more, go to bottom of menu, select 'Account', followed by 'Addresses' and you'll be able to Edit your details.

Returns

What is your return policy?

We are confident you will love the makeup you purchase from us, however, we understand that you may just change your mind, accidentally ordered the wrong item and wish to return your purchase for a refund or a swap. All good just contact us first (hello@kissandmakeup.co.nz or 0274 715 002) to let us know the circumstance and whether you are after a full refund, partial refund or swap and just make sure you don't open it (and cause damage to the packaging) and return to us in its original condition within 20 business days of receiving your order.

Our address for returns is:

Kiss and Makeup
391 Fergusson Drive, Heretaunga, Upper Hutt 5018, New Zealand.
e hello@kissandmakeup.co.nz

PS. It's recommended you track your parcel just in case it doesn't turn up at our end.

Got a question? Just email us at hello@kissandmakeup.co.nz or call 0274715002 and speak to Stephen.

What do I do if the product is faulty?

If the product is faulty, we will of course offer a full refund or a replacement.

Simply email hello@kissandmakeup.co.nz to let us know the details of the faulty product and include a photo too and your cellphone number so we can discuss and get more information if needed. We'll then let you know if you are to return the product to us.

Return the faulty product to:

Kiss and Makeup
391 Fergusson Drive, 
Heretaunga, Upper Hutt 5018
New Zealand

We will then process the refund within 24 hours of receiving the faulty product.

What brands do you stock?

We stock the following makeup brands: Maybelline, Revlon, Olaplex, L’Oreal Paris, Bourjois, Rimmel, Max Factor, Elizabeth Arden, Technics,  American Crew, Jeffree Star, Ottie, COSRX, TIGI Bed Head, Kerastase and more.

Are your products genuine?

We import from established distributors in Europe (with track records spanning decades) only genuine products made to the highest standards of production. We never carry imitations.

Why is the colour of the makeup sometimes different to what is visible on www.kissandmakeup.co.nz?

We do our best to provide accurate representations of the colour, however it can be slightly different depending on the device/browser you are using to view.

Why am I seeing other European languages on the product?

On some occasions we'll receive product that was destined for another European market. Please be assured that the product is genuine and manufactured to the highest standard.

What do I do if a product is out of stock?

If we are out of stock on a particular item that you want, do let us know (hello@kissandmakeup.co.nz) and we can give you a timeframe for the next re-order and delivery into our warehouse. We order weekly from our suppliers so at any given time a restock is not far away, generally within a fortnight at the most. Most items (unless they appear in clearance) are on our reorder list but it will pay to check with us if you want an accurate timeframe. 

Orders, Payment Processing and Payment Options

Orders & Payment Processing

We use secure payment gateways using Stripe (credit cards and debit cards). We will notify you by email once your payment has been processed, and also email you once your order has been shipped. We will of course, provide a tracking number.

What payment options do you accept online?

Credit and Debit Cards - MasterCard, Visa, Laybuy and Afterpay. 

I'm having trouble with my Afterpay being approved even though I've used it with other retailers recently

This could be an issue with your browser/device, try incognito mode on your PC/Laptop, or try change device in case there's cache or cookies stopping the transaction.

Safe and Secure Online Shopping

We take online security seriously. We run on secure servers that are managed to maintain the highest level of security.

Environment First Initiative

We love our planet. That's why we are the first NZ makeup business to roll out an Environment First Initiative with 100% compostable bag and recycled packaging. And we plant trees (see below).

Kiss and Plant Trees Initiative

New Zealand is one of the most beautiful countries in the world.  It's natural fauna and flora are essential to our kiwi way of life. And because we love our life.  We also love our native trees. 

Through our Kiss and Plant Trees initiative we commit to planting a minimum of 5 trees per month.

We might be small, but we are also mighty!

Our commitment will grow as our business grows.  That means every time you buy from us, you know that you are also contributing towards our kiwi way of life.  Isn't that awesome!

To track our commitment, you can check out our donators page

You can be small and mighty too and look fabulous at the same time.