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Customer Service

  • Shipping & Delivery

    Pacifica Skincare uses Toll Couriers to handle all of our shipping needs within New Zealand and NZ post for international shipping, including to Australia. All of our products are shipped directly from New Zealand (which is where we make them too!).

    Estimated delivery time within New Zealand is 2 to 4 working days and it is a tracked service.

    International shipping prices are based on weight, height, width, depth and location.

    International delivery timelines are based on the method you choose and where you will be receiving the products.

    • International Express Courier: Australia 1-3 days: South Pacific 2-5 days; Other 2-4 days
    • International Economy Courier: Australia 2-3 days: South Pacific 4-6 days; Other 4-6 days
    • International Air: Australia 3-6 days: South Pacific 6-10 days; Other 6-10 days
    • International Economy:  Australia 10-15 days: South Pacific 12-22 days; Other 13-35 days

    You may have to pay custom duties if you live outside of New Zealand. Customs policies vary by country. Please check with your customs office.

  • Returns & Replacements

  • We are happy to exchange or refund any unopened and unused products within 14 days Returned goods must be in un-used condition with packaging and order confirmation included. Please allow 3 to 7 days for processing and understand that we cannot refund postage and packaging unless goods are deemed to be faulty. If you wish to return your purchase, please contact us and we will provide details on where to send your return. The customer is responsible for return shipping. If a problem occurs with our product please contact us and we will arrange for it to be returned or replaced at our expense.

    • Returned goods must be in un-used condition with packaging and order confirmation included.
    • Please allow 3 to 7 days for processing and understand that we cannot refund postage and packaging unless goods are deemed to be faulty.
    • If you wish to return your purchase, please contact us and we will provide details on where to send your return. The customer is responsible for return shipping. If a problem occurs with our product please contact us and we will arrange for it to be returned or replaced at our expense.
  • Updating Account Information

    Registering with Banksandco.com will make your online shopping faster and easier. We can store your shipping addresses and billing information so that you don’t have to enter them each time you shop. You will also be able to save your shopping basket, check your order status, and review your order history. Your registered information will be securely stored with us, and you can add, delete, or change your registered information at any time using your password.

    E-mails

    We may send promotional e-mails to you only if you have asked to receive them. Each time you receive an e-mail from us, you will be given the opportunity to "opt-out" or stop receiving them. You may also use our Unsubscribe feature on the website. Opt Out Procedures

    If you prefer that we not disclose non-public personal information about you to any third parties and you do not wish to receive marketing information from us, you may opt out. If you wish to opt out of disclosures you may do so by writing to Banks & Co Ltd., PO Box 109675 Newmarket, Auckland 1149, New Zealand or by emailing us at info@banksandco.com or by using the Unsubscribe option on our website. Please note that this may affect the services we will be able to provide to you.

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