Customer Care

 

COVID-19 UPDATE

 

Carriers for Veronica Jayne Hokowhitu Village Hair are implementing measures to enable them to continue to offer essential services, while keeping their drivers and the public safe and connected.

 

While the overall risk of transmission of any virus is low in their day to day business operations, they have chosen to take prudent steps to limit close contact with others during this time. We welcome this move.

 

Orders are charged a flat delivery rate of $5 NZD within New Zealand and $8 NZD for rural delivery.

 

For deliveries from Veronica Jayne Hokowhitu Village Hair requiring a signature to be captured (Signature Required), the new policy will see the driver knocking on the receiver’s door as usual and then stepping back two metres (or as far back as safe). They will wait for someone to come to the door to greet them as usual. The driver will then ask for the receiver’s name to record the POD (Proof of Delivery) and leave the parcel on the doorstep. The person receiving the consignment will not sign for the delivery, rather the driver will note the name of the receiver and sign their device themselves. If there isn’t anyone at the premises, then the standard processes will apply.

 

Expect delays in delivery times. We understand that couriers will be prioritising medical supplies and food, which may see heavy delays in the arrival time of your Veronica Jayne Hokowhitu Village Hair package.

 

To ensure secure delivery, choose our Signature Required option when checking out your cart. If you don’t expect to be home during normal business hours, please choose a delivery address where someone will be available to sign for your parcel or select our Standard Shipping option when checking out your cart.

 

Once your order is shipped you will receive a confirmation email which will include your courier post consignment number. To track your order please click the link in your confirmation email. If you are unable to locate your consignment number, or if you have any questions about your shipped order please contact us.

 

If your order is lost or damaged in transit or if you have not received your order within 5 working days please contact us so that we can assist you.

 

We are unable to process split shipments within one order. If you wish to ship to multiple addresses you can do this by creating separate orders, each with their own delivery address.

 

Products purchased on this website can only be delivered within New Zealand. 

 

Delivery times are based on orders placed before 2pm on any weekday.

 

Returns Policy

 

Refund Policy for Online Purchases

Please choose carefully as we do not refund unless your items are faulty.

 

We are happy to exchange your items at our Hokowhitu Village salon at Shop 2, 360 Albert Street, Hokowhitu, Palmerston North within 10 days of the date you received your order, with proof of purchase, providing the items are in their original condition. 

 

If the items are faulty or damaged, we will meet our obligations under the Consumer Guarantees Act to provide a remedy. 

 

If you cannot get to our Hokowhitu Village salon and need to return a faulty or damaged item please contact veronicajayne@xtra.co.nz and we will arrange return postage. See more on faulty or damaged product below. 

 

Can I return a gift I received? 

You can exchange a gift providing you return it within 7 days of the date you received your item and you have the original receipt.

 

Can I exchange an item? 

We are happy to exchange your goods within 7 days of you receiving your item, with proof of purchase, providing the goods are in their original condition.

 

How do I return an item?

Goods bought online can be returned by post or at our Hokowhitu Village salon at Shop 2, 360 Albert Street, Hokowhitu, Palmerston North.

 

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Items returned that are not in original condition or outside the 10 day timeframe

 

Unfortunately, with the exception of faulty or damaged items, we are unable to accept items returned that are not in their original condition or returned after 10 days of you receiving your item. Someone from our team will contact the purchaser to discuss if you would like the items to be returned to you.

 

When returning an item you are responsible for the item until it reaches us. We recommend you select an insured and traceable shipping or postal method if you’re not able to visit us in store.

 

Original condition includes:

 

• Item/s must be in original and saleable condition.

• Packaging must be unopened, unused, unmarked and not defaced in any manner.

• Items purchased as part of a set or multi-item pack must be returned as a whole set.

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Faulty or damaged product

 

If the item you have received is faulty or damaged, please contact us within 7 days of delivery with a detailed description of the product fault and a photo if possible.

 

We will cover all shipping costs for the return and replacement of a faulty item if you’re not able to visit us with the product in store.

 

If you choose to be refunded instead of an exchange, you will be refunded in full to your original form of payment. Please note, your original shipping charges are not refunded.