FAQs

Find the most frequently asked questions below.

We offer the following payment methods for payment of goods:

  • Visa
  • Mastercard
  • Paypal
  • Afterpay

Contact our team via the contact us form and provide the order number, 
an explanation of the problem, and photo proof of any damage. 
Our team will then assess the situation and get in contact with you
.

Do not return products without first talking to us via our contact us page.

When you place an order on xoBeauty you will receive an email called 'Order Confirmation'. Open this email and scroll down to the bottom of the email. There will be a clickable link called 'click here to download your order invoice'. Click this to open download your invoice.

All change of mind refunds are up to the discretion of the xoBeauty team. If we do offer a refund on a change of mind it will be issued as a gift voucher. If you are given a refund for a change of mind you will not be refunded the shipping cost you paid if the item is already shipped.

Makeup Change Of Mind Returns - Please choose carefully, for hygiene reasons and customer safety, we are unable to offer refunds or returns on any cosmetics for change of mind. However, if the product is faulty upon arrival we will offer a replacement or credit. To return a faulty product for assessment, please contact us via our contact us page.

Please be aware that Sale items cannot be returned due to a change of mind unless they arrive faulty.

If we receive a parcel back due to it being unclaimed or due to non payment of customs fee's and all the items in the parcel are in good sellable condition there are two outcomes we can provide:

  1. We can refund you the order amount less the shipping cost you initially paid.
  2. We can resend the item to you but you will be required to pay for shipping again.

If we do not hear from you within 7 days we will proceed as per option 1 stated above

If you want to stock xoBeauty products in your store, boutique or online shop then please contact us via our contact us page. When you contact us please provide:

  1. Information about your business with links to relevant digital avenues relating to your business.
  2. What products you want to stock and what quantities you are wanting to obtain

Once we have the information we can proceed to asses your request.

It is your responsibility to provide the correct address to xoBeauty and we will not cover parcels if they go missing due to an incorrect address given.

Custom and Duty charges are country specific and are a legal obligation. You may not always get caught for customs as it is up to the discretion of your local customs office and how they operate. You may order two packages from xoBeauty for the same value and one may get charged customs while the other one may not.

This is generally how the customs process works:

  1. Parcel enters the destination country and the declared value is over the country’s set dollar value threshold for the particular type of items.
  2. Customs will hold the parcel for clearance and contact you via post, phone or email to pay a fee (this fee is usually a percentage of the order)
  3. Sometimes Customs will ask you for more information about the parcel items. If this happens then please download your ‘order invoice’ which is found at the bottom of your ‘order confirmation email’.
  4. Once you have downloaded the invoice, send it to the customs contact person. Once the fee has been paid customs will release the package which will be delivered to you.

Please be aware that customs charges are outside of our control and may be charged on international orders. If you do happen to get charged custom and duty charges and you decide to not pay the charges the items will be sent back to us. When we receive the items back you will be charged a restocking fee of $12 NZDS and you will not be refunded the cost of shipping. Custom charges and duty charges are the responsibility of the customer and they will not be refunded or covered by xoBeauty. By ordering items from xoBeauty you agree that payment of custom charges, duty charges and the restocking fee are your responsibility. Thank you for your understanding.