MYM Cosmetics Ltd

I’m not sure what to do. How can I get help?

The quickest way to get hold of us is live chat. You can see the live chat button at the bottom left of every page. Click on it and ask us a question. We’re here to help! Alternatively, you can email us on support@mym.co.nz or call us on 09 320 5769 during usual business hours.

What and where is my order number?

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

  • in your order confirmation email; or
  • when you log into 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.

Why does my Order Status show “pending”? Should I re-create my order?

Most orders are processed and approved immediately. Once the order has been confirmed you will receive a confirmation email with delivery details. If you do not receive a confirmation email within 1 hour, please contact us. Please do not re-create your order.
In some cases, orders are unable to be approved at the time of order. If that does happen, we will contact you to discuss the reasons. If you have not heard from us, and you think you should have, please do not hesitate to get in touch.

Can I amend my order after it has been confirmed and the payment arrangement setup?

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 are available on live chat and we always try to respond to emails quickly so don’t hesitate to get in touch.

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 delivery. Simply get in touch with our support team and we will cancel your order and refund any money paid. Unfortunately, cancelling after delivery is more involved. Please check out our Terms and Conditions of Sale at the bottom of this page for more information as well as the cancellation rights in your Disclosure Statement. Most importantly though, if you’re having issues with your account, we’re here to help!

Can I order via the phone?

While we love talking to our customers, we encourage placing your orders online. However, if that is difficult or you simply prefer to talk to us, please call our support team on (09) 320 5769.

What do I do when items in my Shopping Bag are Out of Stock?

We know how annoying it is when your favourite items are out of stock. If the item you’re after is unavailable, please click the “X” button located to the right of the specific item. This will not affect the rest of the items in your Shopping Bag.

I want to change my bank details?

Simply call us on (09) 320 5769 and we will alter your chosen bank accounts.

I am having trouble ordering through my mobile device

www.mym.co.nz is compatible with most mobile devices and browsers. We suggest restarting the browser and clearing the cache before logging onto www.mym.co.nz. If you continue to face problems, please send a screenshot of the error to support@mym.co.nz and we will try to assist you.

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

Please contact us immediately via Live Chat at www.mym.co.nz or email support@mym.co.nz with your order number, details and an image of the faulty items received. Please do not discard the items as we will need it returned to MYM. You can read about the process for returning faulty products in the “Return Policy” at the bottom of this page.

Will my personal information be shared with third parties?

MYM 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:

  • Please clear your cache and browser history. Close and open a new browser.
  • 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 via Live Chat and we will try to resolve the issue for you.

Do you offer gift vouchers?

We do not currently offer gift vouchers. However, we appreciate the fun of gifting special items to friends, so simply sign up if you are not already a member and start sending wonderful MYM packages to your friends.

Is it safe and secure to shop at www.mym.co.nz?

MYM prides itself on providing a safe and secure shopping experience. We work with the ASB Bank and Payment Express solutions to ensure secure transmission of information during the checkout process and we do not share or sell your personal details to any third party.

What kind of payment method may I use at mym.co.nz?

We debit your weekly payments directly from the account that you have nominated. You can nominate either a bank account or a Visa or MasterCard account.

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 and you can track it via:
We have a flat rate shipping fee of $5. MYM only ships throughout New Zealand.
Your order will be delivered in 1-5 business days, depending on where you are located.

  • We are closed on Saturdays, Sundays and on Public Holidays
  • Shipping may take longer during sale periods, holidays and extreme weather

Do you ship to PO Boxes?

As we require a signature for all packages, we cannot ship to PO Boxes. Please enter a valid work, residential or home address to which we can ship the order. We will not be liable for any lost orders should you request for your order to be delivered without any signature required.

What should I do if my order has not arrived?

To track and check the status of your order, please check your delivery email and head straight to http://www.fastway.co.nz/courier-services/track-your-parcel and enter the tracking number to see the location of your parcel.
If this proves unsuccessful, please feel free to contact us.

Will I get charged for a re-delivery?

There is no re-delivery fee. If you are not available to receive the order, our courier partner will contact you to arrange a re-delivery at a suitable time. If our partners are unable to reach you after multiple attempts, your package will be returned to our warehouse. Should you face any problems, please contact us at (09) 320 5769.

What is the return and exchange policy?

For defective and incorrect items, we have a 7 day returns policy from the date of dispatch. This is subject to the following terms and conditions:

  • Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.
  • Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • This return policy does not apply to items which have been stated as Non-exchangeable or Non-returnable.

For returns, please email us at support@mym.co.nz with your order number and information on the affected item. Returned items must meet the requirements above.

What happens if I am unhappy with the product I purchased or I have changed my mind?

Should you wish to return an item that you’ve purchased, please email us at support@mym.co.nz. You will need to ship the item back to us and a credit voucher will be issued to you once we have received and inspected the items. Please be advised that the items must meet the following conditions before any refund will be issued.

  • Item must be in its original purchase condition, packaging must be unopened, unused, unmarked and not defaced in any manner.
  • Items purchased as part of a set or a multi-item pack must be returned as a whole set.
  • Gifts with Purchase and samples must also be returned if it is included in the purchase.
  • Items purchased on sale and discounts are non-exchangeable and non-returnable.

Shipping address:
485D Rosebank Road.
Auckland 1026
Please include a note with your Name and Order number for reference

I am receiving an email that is not for me

Our apologies if you are receiving emails that are not intended for you. To avoid this from happening again, please click on the “Unsubscribe” link at the bottom of the email and we will take you off our mailing list.

Are your products authentic?

Yes. All our products are sourced from a variety suppliers across New Zealand or directly from New York with 100% guaranteed authenticity.

Can I request or 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 support@mym.co.nz (address it to our Brand Department) and we will take a look!