FAQs & Returns Policy

How much does shipping cost?

All New Zealand orders over $200 qualify for free shipping - 

For all New Zealand orders under $200, shipping is as follows:

1 item: $5.50
2 items: $6.80
3+ items: $8.50

We cannot ship to PO box address so please provide a street address. Please let us know in the special instructions if you require for your deliver. ALL items will be shipped with SIGNATURE REQUIRED. - WE DO NOT SHIP OUTSIDE OF NZ , you will be charged a transaction fee if you put a transaction through for international postage not within NZ.

What methods of payment are accepted?

Valid methods of payment include internet banking/ direct deposit. Cheques are not accepted. You are welcome to pay via Credit Card/Debit Card IN STORE ONLY if you select pick up.

Items ordered via our website for in-store pickup MUST BE picked up and paid for within 4 business days, otherwise item will no longer be held.

For internet banking/direct deposit please allow 1-4 working days for payment clearance. Expect delays on orders placed on Fridays, weekends, public holidays and during peak times ie; Christmas, New Years. Internet banking/direct deposits made after 10pm on Fridays will not show in the account until Tuesday.

How long will my order to take to arrive?

Urban New Zealand orders with a target delivery time between 1-4 working days. We aim to dispatch goods within 24-48 hours of receiving your payment. Orders are dispatched Monday to Friday.

All orders will receive a tracking code via email .

The target delivery time is between 1-4 working days for urban deliveries. For rural deliveries please allow an extra 24-48 hours.

If you haven't received a confirmation email with tracking code please check your junk mail.

Orders placed on Fridays, weekends, public holidays and during peak times (ie, Christmas, New Years) may take longer to arrive.

Orders placed on Saturdays and Sundays can not be shipped until Monday.

Please note that if you select the incorrect shipping option, this will result in delays for your order being dispatched. Once your order has been paid in full and received, your order will then be sent.

What if my order hasn't arrived?

Please go to the couriers website and check the tracking details which will allow you to follow up where your item is  .

For internet banking/direct deposit payments, please allow 1-3 working days for payment clearance before your order is shipped.

Expect delays on orders placed on Fridays, weekends, public holidays and during peak times ie; Christmas, New Years.

If you are still unable to locate your parcel, contact us on (06) 368 8801, or email us, and we will get in contact with the couriers and locate it for you.

Product is out of stock?

Please note our website is NOT stock controlled, we try our upmost to make sure everything on our website is available and in stock ready to ship ASAP however unfortunately that doesn’t always happen and sometimes is out of our control . If this happens one of our team will be in contact with you to discuss options of either sending your items as soon as they land in our shop / swap for another instock item valued at the same price or cancel your order.

** Currently we only ship to New Zealand - ALL items are shipped needing a signature - unless specified by the purchaser at their own risk or covid level restrictions require " Contactless Shipping " . **



Returns Policy

Can I return something I've purchased?

We are happy to offer a store credit, exchange, or refund on any item you've purchased from us, if it meets the criteria listed below. Simply contact us on 06 - 368 8801 (9am - 5pm, Monday to Friday, excluding national public holidays) or email orders@ldhair.co.nz

Change of Mind

If you've had a change of heart about an item you have ordered, we'll need to receive it back to us unopened and unused, in the original packaging within 7 days of purchase. PLEASE NOTE: WE ARE UNABLE TO ACCEPT RETURNS ON CHANGE OF MIND GOODS DURING COVID LEVELS 2-4 - PLEASE MAKE SURE YOU MAKE YOUR SELECTION CAREFULLY .

Faulty Item

If the item you have received is faulty, or becomes faulty within 12 months of purchase, please contact us with a detailed description of the product fault, and a photo if possible.

Incorrect Item/Damaged on Arrival

If you have received an item that isn't what you ordered, or it arrived damaged, please take a photo and contact us within 14 days of delivery. Please don't dispose of the item until we've had a chance to chat with you.



HERE'S HOW IT WORKS

1. Get in touch
To request a return, send us an email with your order number , contact details and explain what you are wanting to done -  orders@ldhair.co.nz

2. We'll get back to you
One of our Customer Service team members will contact you via email with instructions on how to get your item back to us.

3. Pack Return Your Item/s
Pack up your item carefully, so it reaches us safely .

4. What Happens Next?
Returns from metro areas usually arrive within 7 business days, and can be longer from regional or remote areas. We will process your exchange, refund or store credit within 5 business days of your return arriving back to us.

We'll be in touch as soon as your return is complete.

Am I eligible for free return shipping?

If you'd like to confirm whether your return will be eligible for free return shipping, please contact our customer service team directly. Unfortunately we are not able to cover return postage fees on all return types.

If my Change of Mind return isn't received in resalable condition, what happens?

If we receive your return and it isn't in the condition outlined in our returns policy, the item will be sent back to your original shipping address - we’ll contact you straight away to let you know.

Any other questions?

Please contact our customer service team at orders@ldhair.co.nz, or by phoning us on 06 368 8801 (9am - 5pm, Monday to Friday, excluding national public holidays).