Help + Frequently Asked Questions

Trouble with your order? Get help here!

I can't place an order
My payment is not working
A discount code is not working
reCAPTCHA is not working at checkout
I have been charged too much
I would like to cancel or change my order
I want to check the delivery status of my order
I need to change my email
I want to change my password
Your website is slow 
 

If you continue to experience difficulties after trying these suggestions, contact us - we're here to help! 

 

I can’t place an order

This error sometime occurs when your browser or operating system is not up to date. 

  1. Make sure the browser is fully updated with the latest version (see minimum browser requirements below).
  2. Check that JavaScript is enabled in the browser.
  3. Try a different computer or phone.

desktop (Windows, Linux, Mac)

  • Chrome
  • Firefox
  • Safari
  • Chromium Edge

mobile

  • Chrome
  • Safari
  • Android native browser
  • Weleda uses only high quality, high concentration organic, or biodynamic ingredients derived from natural sources. 

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My payment is not working 

Here are a few common issues that may have occurred:

  • Automatic details being filled in: if you have saved your payment details and they have changed (eg. the expiry date) it is possible the wrong information is being prefilled. Clearing your browser's cache and cookies might help.
  • Incorrect card information: verify that the credit/debit card number, expiration date, and cvv code are entered accurately.
  • Billing address mismatch: ensure that the billing address entered matches the one associated with the card.
  • Insufficient funds: confirm that there are sufficient funds or credit available on your card to complete the purchase.
  • Card issuer problems: your bank may have placed a full or partial block on your card, or have had technical issues during the time of order.

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A discount code is not working 

Our discount codes can only be used once for items that are not already discounted. This means that they will not work for gift packs, sets, bundles and items already reduced or on promotion.

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reCAPTCHA is not working at checkout 

There are a few factors that may affect its ability to work successfully:

  1. The verification challenge expired due to timeout or inactivity. The reCAPTCHA verification expires after a certain amount of time so it is best to complete the reCAPTCHA verification last.
  2. Make sure the browser is fully updated with the latest version (see minimum browser requirements below).
  3. Check that JavaScript is enabled in the browser.
  4. Try disabling plugins that might conflict with reCAPTCHA.

desktop (Windows, Linux, Mac)

  • Chrome
  • Firefox
  • Safari
  • Chromium Edge

mobile

  • Chrome
  • Safari
  • Android native browser

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I have been charged too much 

Have you included the shipping costs that are included when you went ahead to the checkout? If you have overpaid, please email is with your order number and details.

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I would like to cancel or change my order 

Once you’ve placed your order and your payment has been processed, you can’t cancel it. We’ve probably already started preparing and packing it, to get it out to you as quickly as possible.

All New Zealand orders are refundable if they are defective or damaged only. There are no returns accepted for Natural Remedies. Please see our Shipping, Handling & Returns policy.

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I want to check the delivery status of my order

For any orders being sent to New Zealand or Australia, once your order has been shipped you will receive an email with your tracking number. Click on the tracking number to view the delivery status of your order. For any orders being sent to any countries other than New Zealand and Australia the order will not be tracked.

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I need to change my email

Since your email is specific to your account, our system does not permit changing it. To resolve this, you will need to create a new account associated with your new email address.

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I want to change my password

To change your password, please click on the person icon at the top right of any page in our website. This will take you to a log in page where you can click “Forgot your password?”. Please enter your e-mail address, then click "Continue". We will email you a link to a page where you can easily create a new password.

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Your website is slow 

It's important to note that website speed can be affected by various factors, including your internet connection.

Internet connection speeds can vary due to a variety of factors, including network congestion, signal strength, and the type of plan you're subscribed to. These factors can impact the time it takes for a website to load fully. To further assist you, we recommend a few steps you might consider taking:

  1. Check Your Internet Connection: Ensure that your internet connection is stable and performing at its best. You might want to run a speed test to verify the current speed.
  2. Clear Browser Cache: Sometimes, accumulated browser data can affect loading times. Clearing your browser's cache and cookies might help improve your browsing experience.
  3. Try a Different Browser: Occasionally, certain browsers might perform better than others for specific websites. You could try accessing our website using a different browser to see if there's any improvement.
  4. Restart Your Modem and Router: Power-cycling your modem and router can help refresh your connection and potentially resolve any temporary issues.

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