Customer Service - FAQ

Do I have to sign up/register to shop online? 

No, you can directly shop online and start shopping the skincare products you like.


Dispatch & delivery timeframes?

Dispatch of New Zealand and International orders is usually done within 3 working days or so. Sometime it can be more based on various unknown or out of control restrictions. 

New Zealand orders are sent by traceable courier/post. Expect delivery with 4-6 working days after dispatch.

If you need it urgently please contact before placing your order.

During COVID19, Christmas, Easter & other holiday season or business disruptions, although we endeavour that you receive your order as early as possible but allow 4-8 working days especially if you are purchasing a gift before holidays start.

International shipping only covers orders from – Australia, UK, USA & Canada. (please note: this service does not include tracking). Estimated delivery time after dispatch:  2 weeks. Due of COVID19 transport restrictions in NZ or at the recieving country it may take more time.

Rest of World – Please contact us before you make an order. The shipping price is based on the weight of products ordered. Orders are sent by International Air (please note: this service does not include tracking). Estimated delivery time: 2 - 3 weeks.

Delivery times may vary depending on location and time of year. Delivery to areas outside major cities, or where your item is dutiable or is held in Customs, may take longer.

For purchases made outside of New Zealand, Caithy is not responsible for taxes, customs charges, duties, and restrictions that vary from country to country and result from the importation of certain products.


What payment methods do you take?

We accept AMEX, VISA and MasterCard through Paypal. You can also pay by Debit Card through PayPal option. We have Latipay for payment directly using Chinese bank cards or bank accounts. For security information, read our terms and conditions.


Any alternative method to make the payments?

Payments can be made by internet banking to Caithy Organics NZ Limited A/C no. 12-3077-0799352-00 at ASB Bank.


Can I cancel my order or get refund?

You may cancel your online order provided the order has not been dispatched. Please email us at to check dispatch status of your order. We will issue refund (less shipping costs) to the same card/ bank account you used for the purchase. 

If your order is already in dispatch/courier, it can't be cancelled. You can return the order (as in original unopened packaging). Please ensure that returns are well-packaged. We recommend using a tracked method of return delivery, as we are unable to accept responsibility for lost return parcels. Once we receive your product back, we will process your refund to the original credit card used for payment, and send you a confirmation e-mail. Please note that shipping and handling costs are non-refundable.

We are only able to accept returns for orders placed on or For purchases made with other retail partners, please contact the place of purchase for advice and their return policy on returning your product.


How long will it take for my order to be processed?

Orders placed between Monday to Friday will be processed for dispatch within 48 hours.  Orders placed over the weekend or on public holidays will be processed on the following business day.


How will I know when my order has been shipped?

We'll send you an email to let you know that your product has been dispatched. There are some delays as software systems are updated in batched rather than after each dispatch.


What happens if I'm not happy with the product I receive?

We make every effort to ensure that your purchase arrives in perfect condition. Should you experience a problem with your order, please contact us and we will do our utmost to resolve any issue.


If within 2 days you are not satisfied with your purchase, please return it to us for a full refund for the unopened product(s). Please note: we cannot refund postage and packaging.


My shipment arrived damaged, what should I do?

We will always make every effort to ensure that our high-quality products arrive to you in perfect condition. Should you experience a problem with your order please contact us.

Damage during shipping can't be refunded. 


What if courier lost my shipment?

You would agree that we are a skincare company using external courier company to get your purchase to you. Any courier related problem need to be dealt with courier company directly. Although we always try to support our customer. Please contact the courier company first usually they are quick to get to. 

Product lost after delivery at the customer's address can't be refunded. 


Why it can’t be 100% organic product?

Organic actually refers to agricultural produce so can only refer to ingredients which are farmed. Water, minerals, salt and clay, though natural, but can’t ever be Organic and also there aren’t always certified organic alternatives for every ingredient, so many of the products also can’t be 100% Organic.


Send us an enquiry - we'd love to hear from you.  Read our terms and conditions as well.

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