This page provides information on our order processing and shipping time frames as well as our EK customer service policies.
It might look like a lot, but it's worth a read.
Feedback and complaints
We aim to be as transparent as EK sunscreen and pride ourselves on great customer service.
We love it when you get in touch with us and tell us what we are doing well or what we could be doing better. While we always aim to please, mistakes can happen. If we have got something wrong, we will own it, learn from it and do our best to make it right by you.
If you would like to pass along any feedback or concerns, please complete our online form or email us at eksunscreen@gmail.com
Order processing
We are a hard-working bunch here at EK and aim to process your order within 2-3 business days.
Orders are processed on business days only, so if we receive your order on a weekend or holiday, it will not be processed until the next business day.
All orders are shipped from NZ and we will send you a Shipment Confirmation email once your order is ready to go. If you purchased tracked shipping at checkout, your Shipment Confirmation email will also contain your tracking number. The tracking number will be active within 24 hours of us sending it to you.
If for some reason we are not able to fulfill your order, we will get in touch to see if we can work something out for you (this may be a full or partial refund, alternative product or delayed delivery once the item is back in stock).
All prices and shipping charges are in New Zealand Dollars (NZD).
Delivery address (New Zealand)
EK uses a courier service to get your EK products to you and this means we cannot accept PO box or Private Bags for delivery.
If you do not provide a physical delivery address at the time of ordering, this may delay or prevent successful delivery of your EK products.
Delivery address (International)
EK will ship to APO/FPO addresses.
Please note that EK is not responsible for any customs fees, tariffs or taxes etc. imposed during or after shipping. These costs are not included at point of sale and are the responsibility of the customer to pay.
Delivery time frames
We totally understand that you cannot wait to get your hands on your new EK sunscreen but please note that delivery time frames are estimated from the time your item is safely on board one of our couriers rather than the time you place your order with us.
Orders are delivered Monday – Friday (except on holidays) and will require a signature.
If there is no one around to sign for the parcel, the courier will follow their normal process and leave a card to call so you can arrange another delivery or pick up at a time that suits you better.
**Rural NZ customers
Our courier will hand your parcel over to your local rural delivery team, so please allow for this and add extra time to your delivery time frame. These guys sometimes have a lot of ground to cover so please allow up to 3 additional days.
|
Destination |
Service |
Time frame |
Cost (NZD) |
|
Within NZ |
Standard tracked parcel post |
2-5 business days *rural NZ customers should allow longer |
$6.50 **rural NZ customers may incur additional shipping costs. This is calculated at checkout |
|
Within NZ |
Overnight courier |
Overnight for North Island customers ^ rural NZ customers should allow up to 3 days ^^south island customers should allow up to 3 days |
$8.50 |
|
International |
Standard shipping |
3-10 business days |
$10.00 |
|
International |
International courier |
2-6 business days |
$35.90 |
Damaged goods
While we take care to ensure your EK sunscreen is packaged well, there is always a possibility items can get damaged while in transit.
If this does happen to your order, please take photos and save all packaging and the damaged goods and then get in touch with us at eksunscreen@gmail.com
You will be able to choose a replacement or refund of the item. Refunds are processed within 7 days.
Change of mind returns
If you change your mind about buying EK sunscreen, we will happily refund your item(s) so long as the sunscreen is unopened in its original state and returned to us within 30 days. Please note that you will need to cover the cost of returning change of mind items to us and any return shipping costs incurred will not be added to the refund.
The refund will be processed once we have received the returned item(s) and confirmed it is in a resaleable condition. Refunds can take up to 7 days to process.
If you would like to return something to us, please email us at eksunscreen@gmail.com to let us know (please include your order reference) then wrap it back up and send it to us here:
21 Moir Point Road
Mangawhai Heads
Northland 0505
Cancelling your order
If you change your mind and wish to cancel your online order, you will need to contact us as soon as possible after your order is submitted. We aim to get your order out of the door within 2-3 business days after you have submitted your order online. Please email us at eksunscreen@gmail.com and include your order reference.
If we have already shipped your order, we may no longer be able to cancel your order and you will need to cover any return shipping costs if you still wish to return the item(s).
Faulty goods
We stand by our EK sunscreen and our proud that it is as good for our environment as it is for our skin. If for any reason you find that you are not happy with your EK sunscreen, please contact us at eksunscreen@gmail.com and we will investigate your complaint. If EK agrees with you that the sunscreen is faulty or isn’t doing the job it is supposed to, you will be issued with a full refund.