F.A.Q’s

Have Questions? We have answers (well, most of the time)!

Below you’ll find F.A.Q’s – answers to the most common questions you may have about ordering with us and our products. For professional education, please check out our training info and stockist resources. If you still can’t find the answer you’re looking for – just contact us!

Can I add to my order after I have placed it?
Yes you can! Providing your original order hasn’t yet shipped out, you can add to it. Simply place a new order online and select “Add to Existing Order” as the shipping method at checkout. You won’t be charged any extra delivery fee unless the extra items are bulky.
Do I have to be a beauty therapist or business to order from you?
Many of our items are available for personal use too! When browsing our website, you will see pricing and info across a huge range of products. Simply add these to your cart and checkout as normal. You do not need to register or be a professional to purchase these.

If you are unable to see pricing on an item or it says “trade only” – this means it is unavailable to the general public and you will not be able to purchase it.

If you are a salon professional, you will need to log in to our website in order to purchase at wholesale rates and access all products.
Do your prices include tax/GST?
We are a wholesale supplier and so all pricing is GST exclusive. GST will be added at checkout if the shipping address is within New Zealand.
What if my order arrives damaged?
Please immediately take photos of the damage and email us within 7 days of receiving your order. We can help! In most cases, a replacement can be despatched to you pronto.

We are able to replace your order in the event of damage caused by the courier companies (“transit damage”) and in the unlikely the defect is caused by our packing team (eg lid not screwed on, subpar packaging, etc.). Unfortunately, we cannot replace orders where the damage has been caused by the customer or where claims are not made within 7 days of receipt.
Can I collect my order?
Yes! Click and Collect is available, free of charge, from our head office/warehouse at 8/16 Alpito Place, Pukekohe, Auckland.

Simply order online and choose “Click & Collect” at checkout. Our website will show a list of available collection times to choose from.
What payment methods are available?
We accept Debit & Credit Cards (Visa, Mastercard), Bank Transfer, and AfterPay*.

Trade customers also have the option of opening an account for payment on the 20th of the month following the invoice date. Please contact us for an account application form.

*AfterPay is available for orders up to $2000, subject to credit terms from Afterpay.
Are there Buy Now, Pay Later options?
Yes. Afterpay is available at checkout as a payment option. Afterpay is a service that allows you to make purchases now and pay for them in four payments made every 2 weeks without any interest.

Simply shop online and add items to your shopping bag and checkout as normal. At the checkout choose Afterpay as your payment method. First-time customers will need to register with Afterpay and provide payment details, as usual, returning customers simply log in to make their purchase. Please note that all items in your shopping cart must be eligible for Afterpay. A minimum purchase amount may apply and you must meet additional eligibility requirements to qualify.

If you would like to know more about Afterpay, visit the Afterpay website www.afterpay.com for a comprehensive list of FAQs, Terms, Installment Agreement as well as Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/privacy-policy

If you have any questions about your Afterpay account, please contact Afterpay directly.
Why am I being asked for verification or a security code when paying by Credit Card?
For extra security, our credit card processor (Pin Payments) will sometimes ask for additional verification. This often happens during your first purchase with us or when your bank wants to make sure you are authorising the charge. This is called 3D Secure (3DS) and helps to protect against fraud.

3DS requires customers to complete an additional verification step with the card issuer. When you enter a payment card you will be directed to a short bank process, where you will be required to complete a two-factor authentication step (2FA). Some common examples of 2FA are receiving a one time code to your phone when you make a payment; or when your bank asks for confirmation via its app that you’re really logging in.

You need to complete this process for your card payment to be processed.
What shipping methods are available?
All orders are sent using national courier companies. This will usually be NZ Post Courier.

All North Island orders are sent via overnight courier. South Island deliveries have two options (2-3 Day Economy) or Overnight.

Shipping costs are calculated at checkout based on your location/order content. Please enter your address at checkout to be shown relevant shipping charges and options.
What are your shipping and return policies?
Check our Shipping Information here.

Used/open products are non-returnable (unless defective) and non-refundable. Starter kits and packages are non-returnable. Of course, any faulty, damaged or “dead on arrival” goods are able to be replaced/remedied, please contact us.

Change Of Mind Returns: All other un-opened products may be returned or exchanged within 14 days of receipt. Return shipping is at the cost of the customer and original shipping costs are non-refundable. No products may be returned without prior authorisation from Cosmetologists. Please email [email protected] requesting a return, before sending goods back.
Do you ship internationally?
We can ship most items internationally. Our website will calculate shipping to all New Zealand destinations as well as Australia. Please contact us for a freight quote for all other regions.

Please note: some brands have restrictions and cannot be shipped outside of New Zealand.
How long will it take my order to be shipped?
If ordering by 12pm, Monday to Friday (business days) for in-stock items, usually the same day! Orders placed after 12pm Fridays, on weekends, or holidays will be shipped on the next business day.

Check our shipping page for further details and shipping updates.
What countries do you ship to?
We ship to New Zealand & Australia. For all other countries, please contact us for options.
How can I track my order?
When your order is shipped, a tracking link will be emailed to you. Look out for an email named “Your Parcel is on Its Way! Track it Now” for this info.

Your original order confirmation email (usually named “Your Cosmetologists NZ order has been received!”) also contains an order status button/link. Clicking on this button will take you to our order status page, which will show Track & Trace information once your order has been shipped.

Should you have misplaced both of these emails and need tracking info, please contact us.