Products & Catalogue
What does it mean by 'temporarily out of stock online, please try your local store' when looking at products on your website?
The above message means our Distribution Center is currently out of stock of the item and it cannot be ordered online at this time.If you have a local store, please contact them directly to query if they have the stock available.Alternatively you can contact our Customer Service team here and we will endeavor to locate the stock for you in our stores.
Why have I been initially charged for products that Chemist Warehouse could not supply?
All orders must be paid in full before Chemist Warehouse will process them. Chemist Warehouse stocks in store around 90% of products ordered and orders any other products.
The Distribution Centre that is responsible for your order may not always have every item listed on your order in stock. In this instance we will send you an out of stock notification providing you with options on how to proceed with your order.
In some cases suppliers may discontinue stock of a product, Chemist Warehouse are not always informed until after an order has been placed. We are currently developing new systems to limit this problem. In these cases, the item is cancelled from the order and a refund is given via the payment method used when placing your order.
Can Fragrances be returned for exchange or refund?
No, fragrances cannot be returned or exchanged in line with our Returns Policy so please choose carefully.
Can Vitamins be returned for Refund or Exchange?
No, Due to health Regulations and in line with our Returns Policy we do not refund or exchange on any orally taken products as we cannot guarantee storage outside the premises.
We always want to make sure that our customers have absolute confidence in every product they purchase.
This is especially the case in medicines, vitamins and many other healthcare products.
It is important that our customers know that every medicine is safe and effective with no possibility of the medicine being compromised in any way due to storage or handling.
We state in store and on our receipts "Medicines, baby formula and vitamin supplements refunds or exchanges will also not be accepted outside normal statutory obligations."
This policy exists to protect customers.
Are all items listed in the Chemist Warehouse catalogue available on the website?
We take care to stock all items inside each Chemist Warehouse catalogue on the Chemist Warehouse website.
Unfortunately some items are too bulky, have limited availability or unsafe to send through the post.
Therefore we avoid listing them as not to disappoint customers who won't be able to receive them.
Please note, not all promotions and gift with purchases are available online and can only be obtained in store.
Do the Chemist Warehouse stores keep the same products as listed on the Chemist Warehouse website?
A majority of products on the Chemist Warehouse website are kept at Chemist Warehouse stores and this can vary from store to store.
Products that are only available on the website will state this in their product description.
Not all products available in Chemist Warehouse stores can be supplied through the website. Products that are stored in the fridge and heavy or bulky items cannot always be supplied via the website.
Are the prices on the Chemist Warehouse website the same in stores?
In most cases the prices are the same but they can vary on some items e.g. promotions and 2 for offers.
Please check with your local Chemist Warehouse store on the price and availability of products.
How does the Lowest Price Guaranteed offer work?
At Chemist Warehouse if you find a cheaper price on the exact same item at another New Zealand Registered Pharmacy or New Zealand Retailer with a physical store in NZ we will match it and give you 10% off the difference.
The price matching policy is limited to retail quantities only, being three of each product per transaction. Please note that some products may have a lower purchase limit (for example scheduled medicines); product purchase limits will override the price match quantity limits.
Exact same item means exact same product with the same packaging.
In Store:
If you would like to price match in store, please bring a catalogue from the other retailer containing valid proof of their price. The discount will take place during the time you purchase the product in store and our staff may choose to contact the competitor to verify their price before granting the price match.
Online:
If you would like to price match online, please send us a direct link of the product on the competitors' website it is being advertised on and your order number. Please note we require notification of your price match request within 24 hours of placing an order with us.
You will need to pay for your order in full, and after your price match has been approved you will receive a refund for the matched price. Please note that to qualify for free shipping, your order total must be at least $99 after the price match has been applied.
Exclusions:
Our price matching policy excludes international orders and offers that are exclusively online. This policy cannot be applied to products at the other company if they are:
- out of stock
- short dated
- on clearance or discontinued
- a part of a promotional offer e.g. buy one get one free or 2 for $10
Please note that we are unable to process a price match using our Click & Collect service. If you would like for items in your Click & Collect order to be price matched, our staff in store can refund the Click & Collect order and process the items through the register.
Unfortunately, we are unable to process a price match for purchases made through Fast Delivery.
**Chemist Warehouse reserves the right to deny any price matching claims if they do not meet the above criteria.**
What policy does Chemist Warehouse have in regards to expiry dates of products they supply?
Our policy is to supply products with at least 1 month expiry beyond the normal expected time it would take to consume based on normal dosages.
As we have no control over expiry dates supplied from the manufacturer, we are unable to supply requests for extended expiry dates and we do not recommend ordering any more than 6 months' supply of any product.
Any orders in excess of 6 months' supply or in excess of retail quantities are at the risk of the purchaser in regards to expiry dates.
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AU contents from here
Consider this your one-stop-shop on all things Products, Pricing & Promotions at Ultra Beauty.
Products & Pricing
Are online prices the same as in-store?
Prices are the same with the exception of online-only promotions.
Where do you get your Australian Pharmacy Transaction Data?
* Australian Pharmacy Transaction data is provided by IQVIA. IQVIA is one of the world's largest healthcare data technology companies and tracks 100% of sales volumes and prices for products across Australia's major pharmacy banners and some independent pharmacies accounting for approximately 70% of all Australian pharmacies.
What is your policy for expiry dates on products?
Our policy as a retailer is to supply products or medicines with at least 1 month expiry beyond the normal expected time it would take to consume based on normal dosages.
We do not recommend ordering more than 6 months' supply for any product or medicine, as the retailer we have no control of the manufactured expiry dates. Any orders in excess of 6 months' supply, or above the expected retail quantities are at the risk of the purchaser in relation to expiry dates.
Are third parties allowed to re-sell our products?
No. Our website is for personal use only; and all products for sale on our website are offered for personal shoppers only. The re-sale of any products for commercial purposes is not permitted.
Beware of resellers!
We have recently become aware of third parties buying products from Chemist Warehouse & Ultra Beauty for sale on their own websites, often at grossly inflated prices. In addition to paying too much, buying products from these resellers can be risky – often there is no refund policy (or it's not honoured); the identity of the seller is not clear; and inadequate or incorrect product information is provided. If you are aware of any resellers, please let us know by contacting our Customer Service team.
Product Recalls
How do I find out if a product has been recalled?
Our most important role is to provide you with safe, quality products. We put our customers first by keeping you informed of any issues with products resulting in withdrawals or recalls.
To view the details of products that have been recalled from Ultra Beauty in the past 12 months are available on our Product Recalls page.
If you want more information about a recalled product (in Australia) refer to the links below to access the most up-to-date product recall information. This information is maintained by the Australian Competition and Consumer Commission (ACCC).
The ACCC's website is Product Safety Recalls Australia, where Australian consumers can refer to information about all product safety recalls.
How do I report a product safety incident?
If you have purchased a product from Ultra Beauty and wish to report a faulty product or safety related incident, please Contact Us to report the incident.
Once we have your details and the information relating to the incident, your report will be progressed according to our product safety policies and procedures.
Promotions & Vouchers
How do I apply my voucher code at checkout?
Voucher codes can be applied to online orders at the time of checkout. You will be able to input the code, and the discounted amount will be deducted from your order prior to payment.
If you are experiencing issues with your voucher code being accepted at checkout, please check the following:
- You have already used the code. Our voucher codes can only be used once, if you have previously used the code, it won't be able to be applied again.
- The items you've selected are ineligible for this voucher code. Please refer to the Terms & Conditions of the voucher code to ensure the products in your cart aren't excluded from the offer. Ensure that minimum spend requirements have been met.
- Make sure you have entered the code correctly.
- Check the expiry of the voucher code. Some codes are a limited time offer or expire after a set period of time.
If you are still having issues applying the voucher code to your online order, please Contact Us for assistance.
Unsubscribe from Email Marketing
How do I unsubscribe from receiving Ultra Beauty email marketing?
You will receive different types of messages from us. Unless you have agreed to opt in, you will not receive communications from us via email about offers, sales events and promotions. To unsubscribe from Ultra Beauty email marketing communications, click the unsubscribe link contained within the footer of these types of messages.
If you choose to opt out of our promotional messages, you will still receive emails relating to orders, your Ultra Beauty account, forgotten passwords, important information about products you have purchased (health and safety information), or updates to our Terms & Conditions and Privacy Policy.
For more information on marketing and promotional messages, please refer to our Privacy Policy.
Why does Ultra Beauty need my email address?
Your email address is used for order-related correspondence with us, as well as we require an email address to register for My Account. We do not use your provided email address for commercial use without prior consent.
If you no longer wish to receive email marketing communications from us, you can change your preferences by selecting the unsubscribe link contained at the footer of these types of messages.
Alternatively, you can submit an enquiry via Contact Us and a member of our Customer Service team will assist you in being removed from our mailing list. Please refer to our Privacy Policy for more information on the terms of our email marketing communications and to view our Cookies Statement.