FAQ

How can I contact you for help?

You can give us a call on 09 320 5769, or send an email to [email protected]

– Opening hours: 8am – 4.00pm Monday to Friday

Where is my order number?

The order confirmation number is a five digit number which can be found:

  • in your order confirmation email
  • when you log in to your account and view “My Orders”

How long does it take to confirm my order?

Orders are processed as soon as you click the ORDER CONFIRM button at the bottom of the checkout and are usually approved and confirmed within minutes. You will receive an Order Confirmation email for your records.

Can I amend my order after it has been confirmed

Because we know how exciting it is to receive new purchases, we try and process your order as soon as we can. Therefore, if you want to change your order once it has been confirmed you need to get in touch as soon as possible. We will try our best to help, however can not guarantee we will be able to have the changes made in time for dispatch.

May I buy products directly at your warehouse?

No. All purchases need to be made online at www.mym.co.nz

Can I cancel my order?

Cancelling your order is simple prior to dispatch. Simply get in touch with our Support Team and we will cancel your order and refund any money paid. Unfortunately, cancelling after dispatch is more involved. Please check out our Returns Policy at the bottom of this page for more information. Most importantly though, if you’re having issues with your order, we’re here to help!

Can I order via the phone?

While we love talking to our customers, we require all orders to be placed online through our website.

What do I do if I receive a faulty item or have a problem with an item ordered?

Please contact us immediately via email [email protected] with your order number, details and an image of the faulty item/s received. Please do not discard the items as we will need it returned to us. You can read about the process for returning faulty products in the “Return Policy” at the bottom of this page.

Is my personal information safe?

MYM Beauty prides itself on providing a safe and secure shopping experience. All information is kept private and confidential. We do not share your personal details with, or sell them to, any third parties. For more information, please refer to our full Privacy Policy.

I am having problems logging into my account

If you receive a message stating that your email address/password is not recognised – please follow the steps below:

  • Make sure you are using the same email address and password you registered with.
  • If you are unable to recall your password, click on the “forgot your password?” link on the login page. You will be prompted to enter your email address and a link will be sent to you to create a new password for your account.
If you continue to have issues, don’t hesitate to get in touch with us.

Is it safe and secure to shop at MYM Beauty?

MYM prides itself on providing a safe and secure shopping experience. We work with payment providers to ensure secure transmission of information during the checkout process and we do not share or sell your personal details to any third party. You can see the padlock icon to the left of our URL – this shows we have a secure and protected site that you can trust.

What kind of payment methods can I use with MYM Beauty?

We accept Visa & MasterCard debit/credit cards, as well as Afterpay, Laybuy & Genoapay.

What are your delivery options and how much is shipping?

We ship all items from Auckland, New Zealand. You will receive an email with your tracking information once the order has been picked up by the courier.

We have an flat rate urban fee of $5. An additional rural charge may apply depending on your address.

For more information, please visit the Delivery page located at the bottom of this page.

Do you ship to PO Boxes?

Unfortunately no, the courier system does not allow delivery to PO Boxes. If no one will be at your home address to receive your parcel, we recommend having it delivered to your work address.

What should I do if my order has not arrived?

To track the status of your order, please check the dispatch email and head straight to the courier’s website. We recommend getting in touch with them first, however please also feel free to contact us for help.

What is the return policy?

We have a 7-day returns policy from the date of dispatch. This is subject to conditions.

  • Item must be its original purchase condition, packaging must be unopened, unused, unmarked and nor defaced in any manner.
  • Items purchased as part of a set of multi-item pack must be returned as a whole set
  • This return policy does not apply to items which have been stated as non-exchangable or non-returnable.

For full information, please visit our Return Policy at the bottom of this page.

Are your products authentic?

Yes. We are authorised, official stockists of the brands we stock on MYM Beauty. This means they come direct from the brands themselves and you can trust the authenticity of all products.

Can I request/suggest a product or brand?

We love to hear from our customers, especially about a product they love and that we do not currently carry. Send us an email at [email protected] and we will take a look!