Beauty Tools FAQ
To ensure that your package is properly delivered and you receive shipment within the time frame we advertise, please make sure your residential address is fully entered and correct. Use correct abbreviations and have spaces inserted properly, we do not take responsibility for the incorrect information.
**PLEASE NOTE THAT NZ POST DOESN'T DELIVER THESE PARCELS TO BUSINESS ADDRESSES.
Special Shipping Announcement:
with COVID-19 situation our shipping might be delayed due to lockdown situation.
Items arriving in the Auckland airport are currently experiencing processing delays due to the increase in ecommerce volumes from USA, UK and Australia. Despite our best endeavours, it is therefore likely that some items will take longer than the stated delivery times and we ask for your understanding.
Please kindly be patient waiting for your purchase and feel free to reach us anytime to track your order. We will do our best to deliver your purchase as soon as possible.
HOW DOES SHIPPING WORK?
Though based in New Zealand all of our Beauty Tools are shipped from our manufacturers in Asia/USA/Spain. Shipping directly from their fulfillment warehouses allows us to ensure the best quality control and the savings are passed on to you as our customer.
Note: If by an unlikely occurrence your order is not released by customs after 60 days or lost in transit, we will send you a replacement or provide you a refund.
Because we ship these products directly from our partners your item may take 4-8 weeks* to arrive but vary based on the shipping address. This time it may take up to 8 weeks to arrive due to high demand and regulatory custom processes.
Most of the times these products will arrive a lot quicker than what is expected to arrive. We ship worldwide, so you can shop with us wherever you are.Please do not panic if it does not show up immediately, it's on its way!
*SoSimple is closed on weekends and major holidays. Most orders from this category take up to 5 business days to process. All orders received on Friday, Saturday, and Sunday will begin processing the following Monday. Shipping time excludes clearance/customs delays.
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you’ve specified combined shipping.
Please note that all skincare products are always shipped from our New Zealand warehouse.
If you have any other questions, please contact us and we will do our best to help you out.
WHAT IS MY TRACKING NUMBER?
Tracking will be available 5-15 business days after your order was shipped. If you haven't received your tracking number after 15 business days, please reach out to our support team.
WILL I BE CHARGED FOR CUSTOMS AND TAXES?
You may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office.
MY ITEM ARRIVED DAMAGED
Your beauty devices have a 30 Day Replacement or Store Credit Guarantee for anything that may go wrong with it.
If your product is defective and you require a replacement, simply follow these instructions:
- Take a clear video of the defect of the item.
- Email email@example.com and please explain the nature of the defect and include photos or video.
- Once approved, a replacement for your product will be processed.
- You have a 30 Day Replacement or Store Credit Guarantee, to process a warranty application.
Applications that do not meet these criteria will not be approved for a replacement or store credit.
Please do not send your product back to the manufacturer.
Some situations when only partial refunds are granted (if applicable)
- The item is not in the original condition, damaged or missing parts that were not caused by the manufacturer.
Some situations when the seller can't refund (if applicable):
- Returns without the original packaging and documentation will be rejected.
- The packing box is opened/damaged will not be accepted for return.
- The parcel lost in the returned shipping, and the seller never receives the returned parcel.
- Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
ADDITIONAL SHIPPING FEES?
We are not responsible for any other shipping charges and will not refund for them. Customers are responsible for paying the International Customs Charge.
You will be responsible for paying for your own shipping costs for returning your item.
If your package was sent back to us because it was not picked up at customs, we will not resend your package. Instead, we will refund you for your order minus shipping.
CONDITION OF RETURNING ITEM
Customer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to our warehouse in the condition received by the customer on delivery. We will recommend taking a photo or a video of the Item upon receipt.
COST OF RETURNING ITEM
The customer will bear the shipping costs of returning the item.
The customer will only be given store credit after SoSImple has received the returned package. Once your returned product is received, an email will be sent to notify you of your store credit.
IF YOUR TRACKING INFORMATION STATES THAT YOUR PARCEL WAS DELIVERED AND YOU HAVEN'T RECEIVED IT
You must address this with your postal service. Please call the Post Office and file a claim.
SoSimple does not hold responsibility for packages that state to be delivered. We do not issue a refund for packages that state being delivered.
Unfortunately, we can't also reimburse orders that were misdelivered by the post office or stolen from a property, thank you for understanding!
DUE TO THE COVID-19 situaltion, YOUR SHIPMENT MAY TAKE 4-8 WEEKS TO ARRIVE.
REST ASSURED, WE ARE WORKING HARD TO GET EVERYTHING OUT ASAP. WE KNOW IT MAY BE FRUSTRATING TO WAIT FOR LONGER THAN EXPECTED FOR YOUR ORDER, BUT THE ONE THING WE DON'T WANT TO DO IS SACRIFICE THE QUALITY OF OUR PRODUCTS.
THANKS FOR UNDERSTANDING.
*We are not liable for deliveries that are affected by customs, natural occurrences, transfers from international to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges incurred.
**If you refuse any shipments from SoSimple, you will be held responsible for the original shipping charges, plus the cost of returning the package to us. This amount will be deducted from your refund.