FAQ

We’re here to make your shopping experience as seamless as possible! Below are answers to some frequently asked questions. If you can’t find what you’re looking for, feel free to get in touch via our contact from.

 Ordering

  • Simply browse our website, add your favourite products to your cart, and follow the prompts at checkout to complete your purchase.

  • If your order hasn’t been processed yet, email us as soon as possible at abrskin@hotmail.com, and we’ll do our best to accommodate any changes.

  • If your order hasn’t been processed, you can request a cancellation by contacting us. Once processed and shipped, orders cannot be cancelled.

Shipping

    • Within New Zealand Economy: Flat rate of $7.50, or enjoy free shipping on orders over $100.

    • Within New Zealand Rural: Flat rate of $13.50.

    • Within New Zealand Courier: Flat rate of $11.00.

    • Australia Economy: Flat rate of $12.00

    • Australia Express: Flat rate of $15.00

    • International: Shipping costs vary and are arranged on a case-by-case basis. Contact us for assistance.

    • New Zealand: Economy orders are processed within 1-2 business days and delivered within 2-5 business days.

    • Australia: Economy orders are processed within 1-2 business days and are delivered within 2-7 business days.

    • International: Delivery times depend on your location. Please contact us for further information.

  • Once your order has been shipped, you will receive a confirmation email along with a tracking number to monitor its progress. The tracking number may be sent in a separate email.

  • Yes, we ship to Australia with economy and express options. We can ship to other countries at the customer’s expense. Contact us to arrange shipping to your location.

Returns & Refunds

  • We don’t offer refunds for change of mind. However, if you are dissatisfied or the item is faulty, please email abrskin@hotmail.com within 14 days so we can arrange an alternative product.

  • Please email us at abrskin@hotmail.com with photos of the damaged or faulty item, and we’ll arrange a replacement or refund.

  • Contact us first to confirm your reason for return, and we’ll provide the details for sending it back. Ensure the product is securely packaged to avoid further damage during transit.

Products

  • Check out the product descriptions and benefits on each product page, as well as the ‘shop by skin concern’ tab on the left-hand side of the shop page. If you’re unsure, feel free to contact us for personalised recommendations.

  • Yes, at ABR Skin We never test on animals. We stand for beauty that is kind, from the lab to the shelf. All products are cruelty-free and made with love for your skin and the planet.

  • Yes, all ABR Skin products are proudly vegan, made without any animal-derived ingredients. As a New Zealand-owned skincare brand, we are committed to creating luxurious, high-performance skincare that nourishes your skin while respecting the planet.

  • Our products are formulated to be gentle and soothing, working well with sensitive skin conditions. While we can’t guarantee against sensitivities, many customers have shared positive feedback about their experiences with ABR Skin. We always recommend patch testing before use, especially if you have specific skin concerns.

  • We don’t use any preservatives in our products. Provided they are stored in a cool, dry place, the shelf life of our products is 24 months. Each product has a recommended use-by date on its packaging (6-12months). Proper storage (away from direct sunlight and heat) will help extend the shelf life.

Payment

  • We accept major credit cards, AfterPay and other secure payment methods listed at checkout.

  • Absolutely. All transactions are encrypted and processed securely. We do not store your full payment details.

Other Q’s

  • Yes! Add a note during checkout, and we’ll include your personalised message with the order.

  • We don’t currently offer samples, but keep an eye out for special promotions on our Instagram page.

  • For general enquiries, product information, and press/media inquiries, please use our contact form. For product concerns or urgent requests, feel free to email us directly at abrskin@hotmail.com.