Frequently Asked Questions
Who We Are
Who is Icon Haircare & Beauty Online Store?
Who is Icon Haircare & Beauty Online Store?
We're a New Zealand owned and operated online store, specialising in professional, salon-quality haircare and beauty. We bring together trusted international names and homegrown Kiwi brands in one place, and being exclusively online means we can keep our prices sharp while delivering nationwide. Whether you're after a specific salon product, a new K-Beauty skincare routine, or expert advice on what's right for your hair, we're here to help, wherever you are in New Zealand.
Do you have a physical store I can visit?
Do you have a physical store I can visit?
No, we're an online-only store, which means there's no walk-in shop or showroom. Being exclusively online lets us keep our overheads low and pass those savings on to you, while delivering professional haircare and beauty anywhere in New Zealand. Please note we're a separate business from any similarly-named salon, we're purely an online store.
Do you stock NZ brands?
Do you stock NZ brands?
We do, and we're proud to! We carry a number of New Zealand brands, including Antipodes and byebyebad, which are made right here in New Zealand. We also stock Kiwi brands like Ashley & Co., Hello Flossi and Lust Haircare, which are New Zealand owned and operated. Alongside these, we curate premium international brands, so you get the best of both.
Do you sell Korean Beauty and skincare?
Do you sell Korean Beauty and skincare?
Yes! Alongside professional haircare, we stock a growing edit of Korean beauty (K-Beauty) and natural skincare. You'll find K-Beauty brands like Tovegan, P'ffeel and FROM9, plus natural skincare from New Zealand's own Antipodes. It means you can shop your whole hair-to-skin routine in one place. Browse our Skincare and Korean Beauty collections to see the full range.
Order & Payment
How do I place an order?
How do I place an order?
Simply browse our website, add your favourite hair and beauty products to your cart, and head to checkout. We accept all major credit and debit cards, as well as other payment options available at checkout.
Can I change or cancel my order after placing it?
Can I change or cancel my order after placing it?
Because we process orders quickly (usually within 1 business day), we can't always make changes after an order is placed. If you need to cancel or update something, please email info@iconhaircarebeauty.nz as soon as possible and we'll do our best to help.
Do I need an account to place an order?
Do I need an account to place an order?
Nope! You can check out as a guest. That said, creating an account makes it easier to track your orders and reorder your favourites.
Is it safe to use my credit card on your website?
Is it safe to use my credit card on your website?
Absolutely. Our website uses secure, encrypted payment processing. Your card details are never stored on our end.
Will I receive a confirmation after ordering?
Will I receive a confirmation after ordering?
Yes! You'll receive an order confirmation email as soon as your order is placed. Once it's dispatched, you'll get another email with your tracking information.
Shipping & Delivery
Where do you ship to?
Where do you ship to?
We ship within New Zealand only. We don't currently offer international shipping.
Do you deliver to PO Boxes?
Do you deliver to PO Boxes?
Unfortunately, we're not able to deliver to PO Box addresses. Please make sure you enter a physical street address at checkout.
How much does shipping cost?
How much does shipping cost?
Shipping is a flat rate of $5.00 NZD. Orders over $75.00 NZD qualify for free shipping and is automatically applied at checkout, no code needed!
How long will my order take to arrive?
How long will my order take to arrive?
We try to process and dispatch orders within 1 business day. Once your order is on its way, delivery typically takes 2–5 business days within New Zealand. Rural areas may take a little longer. Please note that during busy periods like Christmas, processing times may be slightly extended.
How do I track my order?
How do I track my order?
Once your order has been dispatched, you'll receive an email with your tracking number. Use this to follow your parcel's journey through the courier's website.
What if I entered the wrong address?
What if I entered the wrong address?
Please double-check your address before placing your order! If you spot a mistake straight after ordering, email us immediately at info@iconhaircarebeauty.nz and we'll try to update it before dispatch. We're not able to take responsibility for orders delivered to an incorrect address provided at checkout.
What if my parcel is lost or arrives damaged?
What if my parcel is lost or arrives damaged?
We're so sorry if that's happened! Please contact us within 5 business days of the expected delivery date at info@iconhaircarebeauty.nz with your order number and a photo of any damage. We'll work with you and the courier to find a resolution as quickly as possible.
Which courier do you use?
Which courier do you use?
We ship via Post Haste. Once your order is dispatched you'll receive a tracking number so you can follow your parcel every step of the way.
Returns & Refunds
What is your return policy?
What is your return policy?
We offer a 30-day return policy. You have 30 days from the date you receive your order to request a return. Items must be unused, unopened, and in their original packaging to be eligible. Please note that sale items, bundles, and gift packs are final sale and not eligible for change-of-mind returns.
Can I return a sale item, bundle, or gift pack?
Can I return a sale item, bundle, or gift pack?
Sale items, bundles, and gift packs are final sale - we don't accept change-of-mind returns on these. However, if any of these items arrive faulty or incorrect, you're still covered. Just get in touch and we'll assess it on a case-by-case basis.
How do I start a return?
How do I start a return?
Email us at info@iconhaircarebeauty.nz with your order number, the item(s) you'd like to return, and the reason. Once approved, we'll send you our return address and instructions. Please don't send anything back without hearing from us first - unapproved returns won't be accepted.
Who pays for return shipping?
Who pays for return shipping?
Return shipping is at the customer's expense. We recommend using a tracked service as we can't be responsible for items lost in transit back to us. We do not provide prepaid return labels.
Do I need to pack my return carefully?
Do I need to pack my return carefully?
Yes please! Items must be securely packed to avoid damage on their way back to us - a box or padded satchel with adequate protection works best. If an item arrives back damaged due to insufficient packaging, we may not be able to process a refund. We'll always assess these situations on a case-by-case basis and do our best to find a fair outcome.
Should I inspect my order when it arrives?
Should I inspect my order when it arrives?
Yes - we recommend checking your order as soon as it arrives. If anything looks damaged, defective, or isn't what you ordered, please contact us within 5 business days at info@iconhaircarebeauty.nz so we can sort it out promptly.
Can I return an opened or used product?
Can I return an opened or used product?
Unfortunately not - for hygiene and safety reasons, we're unable to accept returns on products that have been opened or used.
How long does a refund take?
How long does a refund take?
Once we receive and inspect your return, we'll process your refund within 5–10 business days to your original payment method. Your bank may take a little extra time to show the funds. Note that original shipping fees are non-refundable.
What if I received a faulty or wrong item?
What if I received a faulty or wrong item?
We're really sorry about that! Please email us at info@iconhaircarebeauty.nz within 5 business days of receiving your order with your order number, a description of the issue, and photos where possible. We'll assess the situation and work with you to find the best resolution.
Do you offer exchanges?
Do you offer exchanges?
We don't offer direct exchanges. If you'd like a different product, simply return the original item and place a new order once your return is approved.
Products
Are your products suitable for all hair types?
Are your products suitable for all hair types?
Yes! We've carefully curated our range to cover a wide variety of hair types, textures, and concerns, including fine, oily, dry, curly, colour-treated, and damaged hair. Brands like Angel en Provence, De Lorenzo, Paul Mitchell and Lust Haircare all offer targeted solutions for specific hair needs. Each product listing includes hair type guidance to help you choose.
If you're unsure which product is right for you, feel free to reach out to our experts by email or chat, we love helping with recommendations!
Do you stock professional or salon-grade hair products?
Do you stock professional or salon-grade hair products?
Yes! We carry a curated selection of professional haircare and beauty products. Check each product listing for details on brand and formulation.
Why are professional hair products more expensive than supermarket brands?
Why are professional hair products more expensive than supermarket brands?
Professional hair products are formulated with higher concentrations of active ingredients, which means better, longer-lasting results, and you typically use less per application. They're built for performance rather than mass-market appeal, which is why brands like Paul Mitchell and De Lorenzo are the choice of salons and stylists. Think of it as an investment in your hair rather than just a purchase.
Are your products cruelty-free or vegan?
Are your products cruelty-free or vegan?
Some of the brands we carry are cruelty-free and/or vegan. Lust Haircare and De Lorenzo, for example, are PETA-certified and 100% vegan. However, this varies across our full range.
We recommend checking the individual product listing or the brand's own website for certification details. If you have a specific question about a product, feel free to contact us.
Are your products free from sulphates and parabens?
Are your products free from sulphates and parabens?
Many products in our range are sulphate-free and paraben-free - particularly across our professional lines like Angel en Provence, Lust Haircare, and De Lorenzo. However, formulations vary by brand and product. You'll find ingredient information in each product listing, and we always recommend reading labels if you have specific sensitivities. Not sure where to start? Drop us a message and we'll help you find something that works for you.
Are your products safe for colour-treated hair?
Are your products safe for colour-treated hair?
Absolutely. Colour protection is one of the most important things we look for when curating our range. Brands like De Lorenzo, Paul Mitchell, and Lust Haircare offer dedicated colour-safe ranges specifically formulated to protect and extend the life of colour-treated hair. Browse our website and filter by coloured hair or look for the 'colour safe' mention in individual product listings.
Do you offer travel sizes or samples?
Do you offer travel sizes or samples?
Yes! We stock travel sizes and minis across a number of our brands, including Lust Haircare, and Angel hair products - great for trying something new before investing in a full size, or for keeping your routine going while you're away. Check out our Travel Size collection on the website to see what's available.
Do you sell bundles or value packs?
Do you sell bundles or value packs?
Yes. We offer bundles and gift packs across selected brands, which are a brilliant way to save or discover new favourites. These make great gifts too! Just keep in mind that bundles and gift packs are final sale, so they're not eligible for change-of-mind returns.
Do your hair tools come with a warranty?
Do your hair tools come with a warranty?
Warranty terms vary depending on the brand and product. Both Yokubo Hair Tools and H2D Hair Tools include warranty information in their individual product listings. If you experience an issue with a tool you've purchased from us, please get in touch with your order details and we'll assess it and do our best to help.
Cannot Find Your Answer?
Reach out to our team by email or chat, and will get back to you as soon as possible.
