FAQ's

I am new to your website, how can I contact you?

We can be contacted through email or directly via the “Contact Us” page, 24/7.  We make the effort to respond to all enquiries within the next business working day.  If you are having problem placing an order, you can also visit our Ordering Delivery Policy.  Many common questions may have already been addressed in there.  We look forward to answering any enquiries you may have with regards to an order, a product or any services that we provide.

Where are you located?

We are located in New Zealand and we are a global laboratory.  We have laboratories and cosmetic chemists located around the world – United States, United Kingdom, Australia, New Zealand, Singapore and Europe, primarily France.  We also work with a panel of experienced cosmetics chemists and other professionals to formulate and develop the products exclusively for our catalogue as well as for our contract manufacturing clients.

Which countries are you currently dealing with?

We have the capacity and are fully equipped to deal with most countries.  We have built our business in New Zealand and Australia.  We are currently growing wider into the Asia Pacific regions and slowly into the States, United Kingdom and some tropical countries. We have a team dedicated to assist clients with both local and international regulatory, preparation of export documentations, custom clearance and declaration.

What type of customers and clients do you work with?

Primarily our business is tailored for wholesale, private label and manufacturing clients in the skin care industry of all sizes.  Our experience is based on private labelling for destination spas, hotels and resort, day spas & salons, aestheticians, massage therapists and healthcare professionals, as well as manufacturing for established skin care brands.  We have the occasional customers that buy online for personal use. 

Who are you and what are your experiences?

We are an established company with a small team of professionals that has deeply immersed themselves in various part of the skin care industry.  Together we have filtrated almost every angles of the skin care industry, including research and development, brand management and planning in some of the most renowned brands.  We hold strong value and integrity in the products and services we provide.  With our experience and our expanded network of professional, we are continuously discovering and collecting the best the world as to offer into our catalogue range.

What is your philosophy?

Aside from the passion we have with this industry, we translate this love affair into something more scientific.  We understand that beautiful skin can be found in any part of the world and so can great product ingredients and formulations.  We travel the world to bring you the latest discovery and knowledge of active ingredients and proven formulations.  We work with cosmetic chemists and laboratories in different parts of the world to give us a better understanding of how skin care products affect all skin types, across ethnicity.  We know that quality skin care products are a result of effective active ingredients, careful formulation, defined manufacturing process, together, precisely matched to your skin type and condition.  We believe that everyone desires to have a beautiful, better and healthy skin.

Where are you products manufactured from?

We look widely to bring you the best.  We work with a panel of experienced cosmetics chemists and other professionals around the world, and together we extract the best of each laboratory and manufacture them accordingly.  We have laboratories in 6 main countries – New Zealand, Australia, the States, UK, Singapore and France.  We do not limit our manufacturing capacity to geographic locations, as we travel and explore, we expand.  You may find one day we will have laboratories in India and China to take advantage of their ancient medicinal science that has not yet been widely researched and applied to skin care products.

Can I contact your chemists and laboratories directly?

Unfortunately our chemists do not take enquiries directly.  However if you have any questions with regards to our product, please contact Customer Service and the question will be forwarded to the respective chemist.  Our chemists and other professional associates do write reviews and share their findings through VIP e-newsletters.  If you wish to receive these communications, please join VIP through our website.

Why join VIP?

We use our VIP e-newsletter as a form of communication to share our latest research in active ingredients, research that is in development, sharing of 3rd party findings that are relevant to this industry, upcoming events and promotions.  We normally e-mail our e-newsletter out once a month, unless there is something vitally important to be communicated.  Or else, all the information and changes will be available online to be viewed at your leisure.

How are your products packaged and labelled?

All our 100ml products are supplied in white plastic (PET) bottle, jar or stand-up zip pouch.  This is the lightest and most convenient way for our clients to sample.  For 1KG and 5KG products, they are supplied in commercial bulk plastic containers.  All packaging will be shipped under our generic label.  We also offer a narrow selection of high quality cosmetic packaging for clients to purchase to fill, or alternatively fill to your own packaging.  Please contact Customer Service for more information on our labelling and packaging services.

Tell me about your packaging?

We made the conscience effort to choose packaging that suits our clients.  Majority of our clients buy from us with the intention to either sample to manufacture or buy to private label.  Rarely are our products bought for personal use or to be directly sold onto the retail market.  For these reasons, our packaging is ideal.

Why have you picked 100ml as your smallest packaging, I only need 15ml?

Through our experience and listening to our customers and clients, we believe that anything under 50ml is insufficient to sample, especially when the products are to be submitted to independent quality testing units.  We know that standard retail size is usually 15ml, 30ml and 50ml, but our products are not intended for retail purposes.  We always keep in mind how it would best work for our wholesale, private label and manufacturing clients.  Also, for beautiful products like ours, isn’t more the merrier?!

Can you waive the minimum order $150 requirement?

We are happy to exempt the minimum spending requirement for first time customers, or for sampling clients.  We have set the minimum spend policy to ensure that we are dedicated to servicing wholesale, private label and manufacturing clients.  If you believe you qualify for the minimum spend exemption, please contact Customer Service for a promotional code to complete your order online.

How do I make an order?

We accept all orders in writing submitted through “Contact Us” or by email, 24 hours a day.  We suggest the best way to make an order is through our website.  Ordering online expedites the ordering process and it also ensures the accuracy of each order.  Online ordering automatically calculates your discount level, freight and GST.  It allows you make changes, finalise and pay for your order within minutes.  We don’t accept phone orders.

What is Paymate Express Payment? Is it safe?

We choose Paymate to provide secure, reliable and innovative Internet-based payment services to you in 57 countries around the world.  Instead of disclosing your personal or financial details to us, you can use Paymate to make secure Visa and MasterCard payments to us, privately, without needing to register an account.  If you are uncomfortable with paying online, we also accept direct deposit into our designated bank account.  Detailed payment instruction can be located at the end of your ordering process as well as on your order confirmation email to your provided email address.  International telegraphic transfer must be made without cost to the beneficiary.

Can I get samples?

We understand that due to the nature of our business, sampling is a must for many wholesale, private label and manufacturing clients.  We are happy to offer up to 5 free samples per new customer or client.   Additional samples can be purchased at a discounted rate.  Please contact Customer Service in regards to samples.  Subject to pre-approval.  Please note customers and clients are responsible for shipping and handling cost for the samples.

What is Introductory Sampling Package?

We offer an “Introductory Sampling Package” for all first time customers and clients.  This is the easiest and quickest way to allow you to familiarise yourself with our quality, variety, and packaging.  Select any 50 products within our catalogue for $300.  Offer excludes Nutraceutical products.  Customers and clients are responsible for shipping and handling cost for the samples.

Can I get discount?

Yes.  We offer a blanket discount approach based on value (instead of units), within our ordering system for all orders.  We believe this system works best for our customers and clients of every size.  The discount is automatically calculated and deducted for you when you order online.  For more details, please visit our Ordering Delivery Policy.

Do I get more discounts if I am a wholesale, private label land manufacturing client?

For wholesale, private label and manufacturing clients, please contact Customer Service if you are ordering high quantities and/or high volume of a particular product(s).  Depending on the product, units and volume, we are open to negotiation.

How often do you revise your catalogue?

We update our catalogue as required to stay ahead of the market.  As a research based company, we do our best to stay innovative with all the products and services that we offer to our customers and clients.  We make an effort to meet our chemists and laboratories once every 6 to 12 months to revise the projects in progress and to review the market and identify gaps fill.  We attend local and international trade exhibitions to meet our customers and clients face-to-face, to understand what they need for each and every market.  From the result of our projects, and the feedback we receive from our customers and clients, we update our catalogue to reflect these changes and demands.  Be tuned to our VIP e-newsletter for the latest news and upcoming events.

What if I can’t find something in your catalogue?

Don’t despair if you can’t find something in our catalogue, just ask us!  Due to the huge range and depth of specialist products available, our catalogue does not reflect our manufacturing capacity.  Let us know what kind of product, function or even ingredient you are looking for, and we will search in our formulary for you.

What are you planning for 2010 catalogue?

This year is definitely an exciting year us.  Aside for the new branding and website launched in January, we have new products and services to offer.  We have broadened our skin care catalogue and upgraded our private label facility.  Throughout 2010 you will discover new selections of ready-to-go guest toiletries, and spa, salon, hotel, airline amenities that are beautifully pre-packaged to suit the needs of your customers.  We are also introducing contract manufacturing for colour cosmetics (including mineral cosmetics) and private labelling of nutraceuticals (GMP and TGA approved oral supplements).

Where will my order be dispatched from?

We currently process and despatch all orders from New Zealand.  This model has worked well for us over the years.  We do have plans to setup warehousing facilities in major countries where our clients are located.  This will be communicated through our VIP e-newsletter once it is finalised.

My question is not listed?

If the question you have in mind is not list on this page, please submit your question via “Contact Us”.  Our Customer Service will answer all the questions personally within the next business working day. 

Last updated February, 2010.