Shipping and Returns
Shipping
At Prano Cosmetics, we aim to provide fast and reliable shipping to ensure your orders reach you promptly. Please take note of the following policies:
Order Processing and Shipping Confirmation:
Your order will be processed as soon as possible during standard business hours. Please be aware that the stated delivery time is an estimate based on business hours and does not account for the processing time of your order.
Orders placed on weekends will be processed on the following Monday during standard business hours. You’ll receive a shipping confirmation email with tracking information.
Shipping Methods and Rates:
We use overnight courier via NZ Post for all orders within New Zealand.
- Non-Rural: $6.00 NZD
- Rural: $9.00 NZD
Orders over $50 (after discounts and gift cards) – FREE shipping.
Rural orders over $50 – Additional $3.00 NZD.
Estimated Shipping Time Frame:
- Non-Rural: 1-3 business days
- Rural: 4-6 business days
International Shipping and Customs: Currently, we only offer shipping within New Zealand and do not ship internationally.
Lost, Damaged, or Stolen Packages: Please note that we are not responsible for lost or stolen packages, or for packages returned or delayed by the postal service.
Packaging: All orders are carefully bubble wrapped for protection during transit.
Contact Information: For any delivery-related inquiries, please contact NZ Post directly once your package is dispatched.
We hope you have a pleasant shopping experience at Prano Cosmetics. If you have further questions, feel free to reach out to our customer support team at
Returns
At Prano Cosmetics, we are committed to providing excellent customer service and ensuring your satisfaction with our products. Please read our return policy below:
Returned products must be new, unopened and in original condition.
Damaged Product Returns:
Packaging: All our products are checked for quality before dispatch, and every order is carefully bubble wrapped for protection during transit.
In the unfortunate event that you receive a damaged product, please notify us within 14 days of delivery. To start the return process, email Sales@prano.co.nz with the following details:
- Your order number
- Full name
- Image of the damaged product(s)
Upon approval, you can choose from the following options:
- Refund: Allow 3-7 business days for the credit to be posted to your account, depending on your credit card company.
- Replacement: If you prefer, we’ll provide a return label for the damaged product(s).
Please note return shipping fees are responsibility of the purchaser and the original shipping fees paid are non-refundable. Also, refused shipments will not be refunded.
Refunds for Allergic Reactions:
Unfortunately, we cannot provide replacements or refunds for reactions caused by our products. Before making a purchase, please review the product descriptions and ingredients carefully to ensure they are suitable for you. We highly recommend conducting a patch test to check for potential allergic reactions before using our product. To do this, follow these steps: Apply a small amount of the product to a discreet area of your skin. Observe the area for any adverse reactions for at least 24 If you experience any of reactions, discontinue use immediately and seek medical advice.
For concerns, contact us at Sales@prano.co.nz
Change of Mind Returns:
We only offer refunds for damaged or faulty products. We do not provide refunds for change of mind. If you require assistance with your order, email us at Sales@prano.co.nz
If you have any further inquiries or need support with your return, please don’t hesitate to reach out to us via email.