Frequently Asked Questions

Orders

How can I place orders?

Click “Add to cart” button to add your desired product into the shopping cart. Click “View cart” or Shopping cart icon in the top right corner of the website. This will take you to your shopping cart, where you can see all your chosen product, quantity and total price of the product. You can change the quantity of the product or remove the product from the shopping cart. Also, you can apply coupon code or gift card on this page. Once you are happy with your choice, click the “Proceed to checkout” button at the very bottom of the page. This will take you to a checkout page where you need to enter your billing/shipping address and choose a delivery option. Once it’s done, you need to choose your preferred payment method and click “ Proceed to Paystation/Paypal” (if paying with credit/debit card) or “Place Order” button (if paying via bank transfer). After, simply follow the prompts to complete your order.

Can I cancel my order?

Yes, you can cancel your order as long as it has not been dispatched. Please contact us as soon as possible to prevent the shipping of your order. The refunds will be made in the original method of payment within a certain amount of days. If you have paid via Direct Bank Transfer you need to provide us with your bank account details so the refund can be made back to your account.

How to track my order?

Once we despatch your order, you’ll receive an email with tracking information (such as tracking number and tracking link). Also, you can track your order on www.nzcourierd.co.nz website. You’ll need the tracking number of your order to do so.

Can I remove/add an item from/in my order?

Yes, you can remove or add an item from/to your order as long as it has not been dispatched. Please contact us as soon as possible to make changes.

Can I order products over the phone?

Yes, you can place an order over the phone. Please call us at 07 838 9004 to place your order.

How do I know if my order was sent?

Once we despatch your order, you’ll receive an email with tracking information (such as tracking number and tracking link). Please check your “Spam” folder first if you can’t find the email.

I received a defective order. What to do?

Please contact us as soon as possible within fourteen (14) days of purchase (day order received) via phone: 07 838 9004 or email info@naturvital.co.nz

I never received my order. What to do?

Please contact us as soon as possible within fourteen (14) days of purchase (the day you placed your order) via phone: 07 838 9004 or email info@naturvital.co.nz

Payment

What payment methods are available?

You can make payment through Direct Bank Transfer (New Zealand only), PayPal (Visa or MasterCard Credit/Debit Card), or Paystation (Visa or MasterCard Credit/Debit Card).

Can I pay with credit or debit card?

Yes, you can pay with credit or debit card through PayPal or Paystation payment gateway.

What is PayPal?

PayPal is a service that enables you to pay, send money, and accept payments. You can pay by credit or debit cards or your PayPal account without sharing financial information. PayPal is a reputable company with good security and consumer protection.

PayPal is telling me that the invoice is paid, but your website is saying the order is cancelled.

Times to time PayPal might be experiencing some technical issues. In this situation we would suggest:
– Check your PayPal account (if paying account to account) if there were any deductions or check your bank account balance if there were any PayPal charges.
– Place order again. You can choose Paystation (very similar to PayPal) as the payment method.
Alternatively, you can choose pay via bank transfer (but only if you have New Zealand bank account). In case we receive your payment two times we will make you a refund. If you have any questions please contact us.

What is Paystation?

Paystation is a secure and encrypted payment gateway. When you select “Proceed to Paystation”, this directs you to Paystation secure hosted page where they enter their card details. Once payment is complete Paystation then return you to NaturVital website. Paystation support many different cards and payment types, including Visa, MasterCard, etc.

How to pay via Direct Bank Transfer (internet banking) New Zealand customers only?

Once you select Direct Bank Transfer as your payment option and click “Place order”, you will receive an email with our bank account number and the total amount of your order. You will need to Log in to your online account and select the option for making a payment.

Do you offer Laybuy, Oxipay or Afterpay?

Sorry, we do not offer Laybuy, Oxipay or Afterpay or any similar “buy now, pay later” payment options.

I made a payment but I haven’t received any confirmation.

First of all, check your bank account if there were any PayPal or Pyastation charges (if paying via PayPal or Paystaion) or any transactions to NaturVital (if paying via Bank transfer). If so, please contact us.

Delivery and return

What is your returns policy?

If your product is not correct or has any defects please contact us within 14 days of receiving your order via phone: +647 838 9004 or email: info@naturvital.co.nz. The order must be in its original condition (unused and unopened). All packaging including cellophane wrapping, manufactures security seals and tamper-resistant seals must be intact. The product must be presented with proof of purchase such as invoice or payment receipt. Read our full Return and Refund policy here

What are the delivery options?

We use NZ Couriers to deliver your order. All orders to New Zealand and Australia come with a tracking number.
New Zealand – we use fixed-rate starts at $6.99. The total delivery cost depends on the number of items in your order. You will see total delivery cost once you click “Proceed to checkout”.
Australia – the total delivery cost calculates automatically as you input your order and provide your delivery address. You can choose from International ePost(Standard tracked delivery) or International Courier (Express tracked delivery) options.
Other countries – Delivery cost calculates automatically as you input your order and provide your delivery address. You can choose from ePost Tracked (available only for some countries), Untracked Post (not tracked), or International Courier (tracked) options.

What is Untracked Post delivery?

Untracked post – is a standard untracked delivery service. It means that once your order is dispatched from NaturVital warehouse, you will not be issued a tracking number and therefore you nor we can see where your parcel is once it leaves New Zealand. It would normally take up to 15 working days for delivery but may take longer if it is held up at Customs or Postal department. Usually, it is the cheapest delivery option.

How to check the status of my order if I’ve chosen Untracked Post Delivery?

Unfortunately, we don’t have the opportunity to track or locate your order or get any updates from the post if you choose the “Untracked delivery” option. But here are what you can do:
1) Check with your Local Post/National mail provider. Sometimes postman attempted delivery but has to return your order to your local post office branch and its awaiting collection at the post office.
2) Check with your country’s Customs department, your order might be held for customs check/clearance.

What is ePost delivery?

ePost offers a fully tracked service to Australia and the United States, including delivery to PO Boxes and rural addresses. It means that once your order is dispatched from NaturVital, you will receive a tracking number and tracking link via email. Also, we will be able to track your order until the moment you receive it.

Can I track my order?

Yes, you can track your order if you choose a tracked delivery option. Also, all orders to New Zealand and Australia come with a Tracking option. Once we despatch your order, you’ll receive an email with tracking information (such as tracking number and tracking link). If you can’t find such email please check your “Spam” folder. Also, you can track your order on www.nzcourierd.co.nz website. Or you can check the status of your order here https://auspost.com.au/ (Australia only) You’ll need the tracking number of your order to do so.

I can’t track my order

Probably, you’ve chosen the Untracked delivery option. All orders to New Zealand and Australia come with a Tracking option.

When will I receive my order?

Orders made before 1 pm on a business day (Monday-Friday) are very likely to be dispatched on that very day, if you process an order after 1 pm we will have it dispatched by the following day. Any orders placed on public holidays or weekends will be dispatched on the following business day. All New Zealand and Australian customers will receive a tracking number to keep up to date with the delivery status, which will be sent through email.
New Zealand orders estimated delivery time: 1-3 working days
Australian orders estimated delivery time: 5-13 working days
Other countries estimated delivery time: 10-15 working days

How much does shipping cost?

New Zealand – delivery costs are fixed-rate and start at $6.99.
Australia and other countries – the total delivery cost calculates automatically as you input your order and provide your delivery address.
You can find full delivery rates here

Do I need to pay international taxes, duties, charges, etc.?

No, if your delivery address is in New Zealand. You might need to pay international duties, taxes, charges, etc. if your delivery address is in any country other than New Zealand. We recommend you contact your local Customs Bureau for detailed information on import regulations in your country.
Please note, we are not liable for any import charges that occur when delivering to countries other than New Zealand.

I received a delivery message at the shopping cart and checkout “There are no shipping methods available” What to do?

Check that you’ve entered your delivery address correctly. You can check the correctness of your address simply by typing it in Google search. Make sure that under “Street address” you put street number and street name in the first field and unit number, apartment number, company level, company name, etc. in the second field. In case your shipping details popped-up automatically, please try to re-type it again. Otherwise, feel free to contact us.

I don’t see any delivery option available at the checkout.

Check that you’ve entered your delivery address correctly.

General questions

Where are you located?

Our address is 25 Joffre Street, Frankton, Hamilton, NZ

How do I contact your company if my question isn’t answered here?

You can contact us via the “Contact Us” form on our website. Also, you can send us an email to info@naturvital.co.nz

Do you have a local store in New Zealand or Australia?

– Naturally Healthy, Hamilton (106 London Street, Hamilton) are stocking select product line.
– Hardy’s Pakuranga, Auckland (Shop 117, Westfield Pakuranga Plaza, Cnr Pakuranga Highway & Ti Rakau Drive, Pakuranga, Auckland – South) are stocking only hair dye.
Sorry, we don’t have any physical store in Australia. However, you can order any product from NaturVital and CorporeSano range on our website www.naturvital.com.au and your order will be delivered directly to you.

Safety and security

Is your website secure?

NaturVital website is secured using an SSL Certificate. SSL Certificates secure all of your data as it is passed from your browser to the website’s server. Which means that all communications between your browser and the website are encrypted and secure, using a security certificate. HTTPS can help protect against multiple kinds of spying threats, such as man-in-the-middle attacks and eavesdropping.

Do you keep my credit/debit card details when I pay online?

We do not store any credit/debit card numbers, passwords, expiry dates, CVV2 data or any other customer’s bank account information nor do we share customer details with any 3rd parties.

Account management

Do I need an account to place my order?

No, you don’t need an account to place an order. You can proceed your order and make a payment as a “Guest”

How do I sign into my account?

You can easily sign in to your account by clicking ‘Sign in / Join’ on our website. This can be found at the top right-hand corner of the page. This will drop down a box that will tell you to ‘Please enter your details’. This is where you will need to enter your email address and password.
You can sign in on your mobile device by clicking on the person icon at the top right of the screen. This will then ask you to enter your details where you will need to put your email address and password in the correct fields and click the sign-in button.
To login into your account simply click on “ Login / Register” at the top left corner of the page.

How to change my password?

You can easily change your password by signing into your account and going to ‘Account Settings’.
Once you’re here you will need to enter your current password, then your new password. You will need to do this twice to confirm the change.
Your password will need to be 7 characters long and one of these must be numeric. Please remember that your password is case sensitive.

I forgot my password. What to do?

Simply click “Login / Register” on the top right-hand corner of the page. Then, click on “Lost your password?” under the Login section and enter your username or email address. You will receive a link to create a new password via email.

How to update my details on my account?

You need to log into your account on our website. Then, under “My Account” section you need to choose “Addresses” if you want to update your shipping or billing details. Choose “Account details” if you want to update your name, email address or change your password.

I can’t log into my account

One reason why you can’t log into your account could be because you haven’t registered (created account) on our website before. More likely, you placed your previous orders as a guest (without registration).
Another reason is that you are trying to log in on our Australian website instead of New Zealand. To log in on New Zealand Website click here

I can’t reset my password. The website won’t accept my email address or username to change my password.

One reason why you can’t reset your password could be that you haven’t registered (created account) on our website before. More likely, you placed your previous orders as a guest (without registration).
Another reason is that you are trying to reset the password on our Australian website instead of New Zealand. To log in on New Zealand Website click here

Product

How to find ingredients of the product?

You can find a list of ingredients under the product description on the product page. If you can’t find ingredients, simply email us and we will send you a composition label.

Are NaturVital product dermatologically tested?

Yes, NaturVital products have been dermatologically tested under the supervision of a qualified professional, demonstrating suitability and tolerance to the skin, as well as the proven efficacy of Hypoallergenic products. The Sensitive and Happy Hair ranges are an example of this.

What are Hypoallergenic products?

The term Hypoallergenic refers to a product that has been specially formulated to minimise the risk of allergic reactions linked to its use. A term which applies to products made for the following skin types: sensitive, dehydrated, very dry, irritated, atopic and intolerant skin. The Hypoallergenic Product claim involves it having had an efficacy test to prove its suitability.

Are NaturVital products tested on animals?

Naturvita Institute does not carry out or commission any tests on animals, including ingredients and finished products. We follow the PETA standard.
NaturVital cosmetics have been developed and produced without testing on animals. None of their ingredients is tested on animals. Furthermore, the ingredients contained in NaturVital formulas do not come from genetically modified organisms.

Are NaturVital products vegan-friendly?

NaturVital cosmetics have been formulated without any ingredients of animal origin or animal derivatives. We do not test products, either in their development phase or in their production, on animals. These products meet the requirements to be classed as Vegan products.

Which containers does NaturVital use for its product?

Since the end of 2016, the shampoos of the Bio and Sensitive ranges have been bottled in BIOPET containers: 100% recyclable PET plastic containers made with 30% materials of plant origin (derived from corn or sugar cane molasses). This innovation decreases dependency on non-renewable resources, as well as increasing sustainability and protecting the environment. NaturVital is in the process of replacing the PET bottle with the BIOPET container across the rest of its lines.
All NaturVital containers include the Green Dot symbol. This symbol indicates that these containers can be recycled.

Should I do the Patch / Allergy test?

We strongly recommend undertaking a test patch before applying any hair colour to your scalp, as there is a very small minority that has become so allergic that they are reacting to everything – including our product.