Returns and Shipping

RETURNS

We’ll do our very best to ensure you receive your Essano products in perfect condition. If you have any problems with your order, please contact us via email at info@essano.co.nz and we will do our best to sort any issues as quickly as possible.

If you’d like to make a claim relating to your product for (1) damage in transport or (2) incorrect goods received. We advise this must be done within 24 hours of receiving your goods.

After receiving the product back here at Mix we can them quickly (a) re-supply the item(s) or (b) credit the related invoice. Please make sure you review the goods received prior to their opening.

Goods received, even in the event of incorrect supply, shall only be returned for re-supply or credit if the goods are unopened & in their original condition.

Thanks
The Essano team 😊

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@essano.co.nz

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately clearance items cannot be refunded.

To return your product, you should mail your product to: Consumer Returns (Marketing), Mix Limited, 127 Montgomerie Road, Airport Oaks, AUCKLAND, 2022, New Zealand.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

SHIPPING

Free Shipping!

We offer free shipping for orders over $49 within New Zealand

New Zealand Shipping: We currently only ship within New Zealand. We charge a flat rate of $5.

Whilst we’ll endeavour to get you your order as quickly as possible, we use various provides which takes approximately 5-7 days to deliver depending on location. Please allow 10 working days from the day your order was placed to follow up.

Please note this does not apply to weekend orders as well as peak sale periods and peak holiday seasons. Orders may be delayed by up to 48 hours during these periods. Orders placed between 10am Friday and 10am Monday are considered weekend orders.

Delivery timeframes can vary over the public holiday periods due to overwhelming demand on postal services. Please expect delays on estimated delivery times and customer service response from delivery providers. Thank you for your consideration.