FAQs
All shipping info is found HERE
xoBeauty Lash Enhancing serum (LSERUM-3ML) Testing Statement
Before starting the production of the lash serum with our formula partners we have made sure to go over product safety specifications & ingredient types with their experts and our team. We have been assured that this formula created utilises ingredients that are peptide and vitamin based which support your natural lash strength, volume and growth. Our formula parter has tested this formula on 300 people aged 20-55. The subjects tested used the product as directed and were checked each week to see if there were any adverse reactions with using the product. This test was performed over a 16 week period. The test results indicated that out of the 300 subjects tested no one experienced adverse reactions to the eye area when using the serum as directed.
Over the last 9-12 months we have been testing our Lash Enhancing Serum safety within our team. In this time we have not noticed any adverse reactions or discolouration to the eye/eye area with using the product.
Please note we recommend the following cautions:
-Always do a product test on the skin on the back of your hand first to see if you have a negative reaction to the product. If a negative reaction occurs discontinue use & contact your doctor for advice.
-Avoid contact of product directly with eyes.
-Only use the product as directed.
-Always check the ingredients on the product page or box before using. If for any reason you have allergen concerns around these ingredients or irritation concerns around these ingredients, do not use the product.
-If irritation occurs discontinue use immediately.
-If you have pre-existing skin conditions, are pregnant or breastfeeding, consult your medical professional before use.
Our product is not a medical based product. We therefore have not done any medical testing of the product. This product would be defined as a cosmetic product in New Zealand. A product marketed in New Zealand as a cosmetic must comply with Cosmetic Products Group Standard 2020 (HSR002552) and Cosmetic Products Group Standard Schedules 4-8 (HSR002552). For these reasons we have used the outlined cosmetic standards when considering the classification of the product group and the testing required.
Furthermore we have made sure to avoid ingredients that are Prostaglandin and Hormone based. Some other products on the market use Prostaglandins. Prostaglandins (which we have not used in our formula) may cause the eyelid skin to darken and even sometimes increase pigmentation of the coloured part of the eye. Prostaglandins and harsh chemicals are usually the ingredients that consumers are the most concerned about.
The goal of our serum is to make your natural lashes appearance look more fuller and longer without compromising eye safety.
CREDIT CARD PAYMENTS:
We offer the following payment methods for payment of goods:
- Visa
- Mastercard
- Paypal
- Afterpay
- Laybuy
PayPal information can be found HERE
For more Afterpay information please go HERE
For more Oxipay information please go HERE
Our website will automatically show the prices in your local currency however you can also choose from the drop down menu to view prices in any other currency you wish.
Contact our team via the contact us form and provide the order number, an explanation of the problem, and photo proof of any damage
Our team will then assess the situation and get in contact with you
DO NOT return products without first talking to us via our contact us page. All communication needs to be made in English.
The Return Address is:
We will confirm the return address via email communication.
When returning a product please include your full name and the order number on the package for the reference. This will help to speed up the resolution process.
If your package items are damaged during the delivery process, please contact us so we can get the shipping company to collect all of the products and packaging, as the shipping company will want to see this.
Makeup Returns
Please choose carefully because, for hygiene reasons and customer safety, we are unable to offer refunds or returns on any cosmetics for change of mind. However, if the product is faulty upon arrival we will offer a solution. To return a faulty product, please contact us ASAP via our website.
Other Item Returns
Please contact us prior to returning any goods. To return faulty product, please contact us via our website. We will help with anything that arrives to you in a faulty state. In order to asses a Change of mind request we need the products to be returned (at your own expense) in new and unused condition, in original packaging. Once we receive these items we will assess the possibility of a refund to store credit. All change of mind refunds are dealt with on a case by case basis and approval of refund is up to the xoBeauty team. Due to hygiene reasons we cannot accept any returns on products that have been used, so please choose carefully.
Our team will then assess the situation and get in contact with you
DO NOT return products without first talking to us via our contact us page. All communication needs to be made in English.
The Return Address is:
We will confirm the return address via email communication.
When returning a product please include your full name and the order number on the package for the reference. This will help to speed up the resolution process.
If your package items are damaged during the delivery process, please contact us so we can get the shipping company to collect all of the products and packaging, as the shipping company will want to see this.
Makeup Returns
Please choose carefully because, for hygiene reasons and customer safety, we are unable to offer refunds or returns on any cosmetics for change of mind. However, if the product is faulty upon arrival we will offer a solution. To return a faulty product, please contact us ASAP via our website.
Other Item Returns
Please contact us prior to returning any goods. To return faulty product, please contact us via our website. We will help with anything that arrives to you in a faulty state. In order to asses a Change of mind request we need the products to be returned (at your own expense) in new and unused condition, in original packaging. Once we receive these items we will assess the possibility of a refund to store credit. All change of mind refunds are dealt with on a case by case basis and approval of refund is up to the xoBeauty team. Due to hygiene reasons we cannot accept any returns on products that have been used, so please choose carefully.
When you place an order on xoBeauty you will receive an email called 'Order Confirmation'. Open this email and scroll down to the bottom of the email. In pink will be a clickable link called 'click here to download your order invoice'. Click this to open download your invoice.
All change of mind refunds are up to the discretion of the xoBeauty team. If we do offer a refund it will be issued as a gift voucher. Our gift vouchers are valid for 12 months. If you are given a refund for a change of mind you will not be refunded the shipping cost you paid.
Makeup Returns
Please choose carefully because, for hygiene reasons and customer safety, we are unable to offer refunds or returns on any cosmetics for change of mind. However, if the product is faulty upon arrival we will offer a solution. To return a faulty product, please contact us ASAP via our website.
Other Item Returns
Please contact us prior to returning any goods. To return faulty product, please contact us via our website. We will help with anything that arrives to you in a faulty state. In order to asses a Change of mind request we need the products to be returned (at your own expense) in new and unused condition, in original packaging. Once we receive these items we will assess the possibility of a refund to store credit. All change of mind refunds are dealt with on a case by case basis and approval of refund is up to the xoBeauty team. Due to hygiene reasons we cannot accept any returns on products that have been used, so please choose carefully.
If your product is faulty or damaged, then we can offer replacements depending on the specific situation and how it has occurred. Please contact us via our contact us page so we can help resolve the issue.
Please be aware that Sale items cannot be refunded due to a change of mind.
Makeup Returns
Please choose carefully because, for hygiene reasons and customer safety, we are unable to offer refunds or returns on any cosmetics for change of mind. However, if the product is faulty upon arrival we will offer a solution. To return a faulty product, please contact us ASAP via our website.
Other Item Returns
Please contact us prior to returning any goods. To return faulty product, please contact us via our website. We will help with anything that arrives to you in a faulty state. In order to asses a Change of mind request we need the products to be returned (at your own expense) in new and unused condition, in original packaging. Once we receive these items we will assess the possibility of a refund to store credit. All change of mind refunds are dealt with on a case by case basis and approval of refund is up to the xoBeauty team. Due to hygiene reasons we cannot accept any returns on products that have been used, so please choose carefully.
If your product is faulty or damaged, then we can offer replacements depending on the specific situation and how it has occurred. Please contact us via our contact us page so we can help resolve the issue.
Please be aware that Sale items cannot be refunded due to a change of mind.
Please be aware that it is your responsibility to make sure you put the correct address when you make an order on xoBeauty. If you put the wrong address and the parcel cannot be delivered it is generally returned to xoBeauty.
If we receive it back, we will contact you stating what has happened. If this occurs and all the items in the parcel are in good sellable condition there are two outcomes we can provide:
If we receive it back, we will contact you stating what has happened. If this occurs and all the items in the parcel are in good sellable condition there are two outcomes we can provide:
- We can refund you the order amount less the shipping cost you initially paid less the $12 NZD Restocking fee.
- We can resend the item to you but you will be required to pay for shipping again. If we do not hear from you within 7 days we will proceed as per option 1 stated above.
If we receive a parcel back due to it being unclaimed or due to non payment of customs fee's and all the items in the parcel are in good sellable condition there are two outcomes we can provide:
- We can refund you the order amount less the shipping cost you initially paid less the $12 NZD Restocking fee.
- We can resend the item to you but you will be required to pay for shipping again.
Once your parcel has been collected by our shipping carrier it is out of our hands for a guaranteed delivery time.
ADDRESS DETAILS: please write your full address. For example if the textbox field says 'street name and number' write the full street number and name and write street at the end. Please remember to indicate if the address is a street, lane or place, etc. It is your responsibility to provide the correct address to xoBeauty and we will not cover parcels if they go missing due to an incorrect address given.
Due to the high volume of orders we receive please allow at least a full 48hours for your dispatch notification to be sent to you. Orders are processed within office hours of Monday to Friday 9am-4pm. Any orders placed over the weekend will not be processed until the following week day.
ADDRESS DETAILS: please write your full address. For example if the textbox field says 'street name and number' write the full street number and name and write street at the end. Please remember to indicate if the address is a street, lane or place, etc. It is your responsibility to provide the correct address to xoBeauty and we will not cover parcels if they go missing due to an incorrect address given.
Due to the high volume of orders we receive please allow at least a full 48hours for your dispatch notification to be sent to you. Orders are processed within office hours of Monday to Friday 9am-4pm. Any orders placed over the weekend will not be processed until the following week day.
Products and/or shipping costs on the website are subject to price increases at any time.
If you want to be considered as an xoBeauty product reviewer/promoter, you need to have at least 10K followers on a specific social media channel with regular interaction. If you meet these requirements, then feel free to send us a message via our contact us page. We cannot guarantee to accept all applications. Acceptance will be decided by the xoBeauty team.
If you want to potentially stock xoBeauty products in your store, boutique or online shop then please contact us via our contact us page. When you contact us please provide:
- Information about your business with links to relevant digital avenues relating to your business.
- What products you want to stock and what quantities you are wanting to obtain
Please send the customs official your order invoice which is found at the bottom of your xoBeauty 'Order Confirmation' email. It is found as a link called 'click here to download your order invoice'. Tell customs to base their calculated price off the order invoice they receive
It is your responsibility to provide the correct address to xoBeauty and we will not cover parcels if they go missing due to an incorrect address given.
ADDRESS DETAILS: please write your full address. For example if the textbox field says 'street name and number' write the full street number and name and write street at the end. Please remember to indicate if the address is a street, lane or place, etc.
ADDRESS DETAILS: please write your full address. For example if the textbox field says 'street name and number' write the full street number and name and write street at the end. Please remember to indicate if the address is a street, lane or place, etc.
Custom and Duty charges are country specific and are a legal obligation. You may not always get caught for customs as it is up to the discretion of your local customs office and how they operate. You may order two packages from xoBeauty for the same value and one may get charged customs while the other one may not.
This is generally how the customs process works:
- Parcel enters the destination country and the declared value is over the country’s set dollar value threshold for the particular type of items.
- Customs will hold the parcel for clearance and contact you via post, phone or email to pay a fee (this fee is usually a percentage of the order)
- Sometimes Customs will ask you for more information about the parcel items. If this happens then please download your ‘order invoice’ which is found at the bottom of your ‘order confirmation email’. Once you have downloaded the invoice, send it to the customs contact person.
- Once the fee has been paid customs will release the package which will be delivered to you.
Please be aware that customs charges are outside of our control and may be charged on international orders. If you do happen to get charged custom and duty charges and you decide to not pay the charges the items will be sent back to us. When we receive the items back you will be charged a restocking fee of $12 NZDS and you will not be refunded the cost of shipping. Custom charges and duty charges are the responsibility of the customer and they will not be refunded or covered by xoBeauty. By ordering items from xoBeauty you agree that payment of custom charges, duty charges and the restocking fee are your responsibility. Thank you for your understanding.
We recommend a mix of water and micellar water, a gentle one like the Essano Rosehip Micellar Water works well. Soak them for a few hours or overnight, tissue off, and gently remove the glue build up. Hope this helps! XO.
