Frequently Asked Questions
What is DB Cosmetics' Money Back Guarantee?
We have a Money Back Guarantee if you are not satisfied with any item purchased from our website. For further details, please review our Returns & Refund Policy or contact us.
What is DB Cosmetics' Gift with Purchase program?
We reward our DB customers with a free gift with 3 or more full price products, 365 days a year.
Our gifts are valued at between $5 and $20 and we regularly change these throughout the year to provide variety and inspiration.
Limited to one per transaction. Product must be added at the checkout to receive the free gift. Excludes clearance items.
What are the DB shipping rates?
Standard Shipping - within New Zealand
NZD $14.99 (approximately 5-10 business days)
FREE Shipping*, if your order is over $80 - After discounts
*Free shipping threshold is subject to change and may not available during times of promotion.
How do I track my order and my order history?
By EMAIL
Your order confirmation email (we send to you immediately after you order) will contain status details about your order and a 'tracking' link to a status page. Any further changes to your order, you will receive immediate updates via email.
By SMS
If you opted into receiving SMS updates after completing your order, you will receive short text messages if your order has been shipped, out for delivery or delivered.
By SHOP App
If you have downloaded the Shop App, you can register your order and then receive immediate notifications about changes to your order status. You can register your order with the Shop App, after completing your order.
Past Order History
If you have registered an account with us, you will be able to track your order history online. Just use the same email address you checked out with to register your account.
When can I expect my order to delivered?
We make every effort to dispatch online orders within 2 business days. Orders placed on a Friday, Saturday or Sunday are processed on Monday. Orders placed on a public holidays are processed the following business day.
Delivery and processing times may be longer than normal
during peak periods such as Christmas or during sales. Please allow extra time for delivery during these peak times.
Do you ship Internationally?
We don't ship outside New Zealand. Please visit our AU website for delivery to Australia.
What payment options do you accept?
We accept Mastercard, Visa and PayPal.
What is your returns policy?
Please read our returns policy for further details.
I have decided I don't want the product I purchased. Can I get a refund?
If you have changed your mind, we may offer you a refund provided that the request is made within 14 days of purchase.
To be eligible for a return, the items must be in saleable condition
It is unused with all original sealed packaging and where the product seal is not broken or tampered.
You must also be able to provide satisfactory proof of purchase.
Please read our returns policy for further details.
Can I cancel my order?
You may cancel your order as long as it has not yet been dispatched from our warehouse.
You can check this by tracking your order using the link in your order confirmation email.
Please immediately contact customer care.
Can I change my order after it has been submitted?
You may change your order as long as it has not yet been dispatched from our warehouse and within 12 hours of your order being processed, then please immediately contact customer care.
You can check this by tracking your order using the 'status' link in your order confirmation email.
What if I order the wrong colour shade?
When ordering, please choose your product shades carefully as we do not offer refunds for the incorrect colour choice.
If you have a question about any colour, please contact customer care.
How do I register an online account?
You can create an account when you checkout or you can create an account here.
Why should I register an account?
The next time you shop with us, you can see your past order history, update your delivery address and contact information and save time at the checkout!
How do I access my account?
You can access your account by signing in, after you have received your username / password.
I can't remember my password. How do I reset it?
You can reset your password at the login page.
An email will immediately be sent to you with instructions on how to reset your password.
What happens if I don't receive a reset password email?
It may be that you don't have an account registered.
You can create an account when you checkout or you can create an account online by completing this form.
If you receive an error that an account already exists, you may need to contact customer care for further assistance
Where can I access your Privacy Policy?
Please read our privacy policy for further details.
How secure are my personal details?
When you place an order, you will be asked for the following personal information: your name; e-mail address; delivery address; and phone
number.
We may share this information, and only that information which is absolutely necessary, with those third parties that are involved in the processing of your order.
For example, the financial institution that issued your credit card and the shipping carrier that delivers your order.
Is it safe to enter my credit card details?
Yes, your personal information and online credit card transactions are transmitted through a secure connections.
Please note: DB Cosmetics does not store or record your credit card details.
In the event of unauthorised use of your credit card, you must notify your credit card provider.
