Help + Frequently Asked Questions

If you're having trouble placing an order on our website, there are a few things you can try to resolve the issue.

1. Check your browser and device

• Make sure your browser is up to date. We recommend using the latest version of Chrome, Firefox, Safari or Microsoft Edge.

• Ensure JavaScript is enabled in your browser settings.

• Try using a different browser or device to see if this resolves the issue.

2. Clear your browser’s cache and cookies

Clearing your browser’s cache and cookies can help resolve issues with loading the website, entering details or completing checkout. Alternatively, try opening our website in an incognito or private browsing window.

3. Check your email address and checkout details

• Make sure your email address is entered correctly, without extra spaces or typing errors.

• Check that your delivery and payment details are complete and accurate.

• If your payment is declined, check your card details and contact your bank if necessary.

4. Having trouble with checkout or seeing an error message?

If the website is slow, checkout isn't progressing, or an error message appears, try refreshing the page and following the steps above. If you're having trouble with reCAPTCHA verification, make sure you complete it shortly before submitting your order, as the verification can expire.

5. Still unable to place your order?

If you've tried these steps and are still experiencing difficulties, please email us for assistance. To help us investigate, please provide as much of the following information as possible:

• What happened: Describe the issue and the step where you get stuck.

• Error message: Include a screenshot of any error messages, if possible.

• Device and browser: Let us know which device and browser you're using.

• When it happened: Provide the approximate date and time of the issue.

Please check whether you've received an order confirmation before attempting to place your order again, to avoid accidentally placing a duplicate order.

If you prefer, our Customer Service team can also assist you with placing your order over the phone.

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.

A bank or card issuer may decline a transaction, so check your details, contact your bank if necessary, and verify whether an order was placed before trying again.

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, minis & bundles and items already reduced or on promotion.

Discount codes are applied at checkout and are one-time use only.

If they are not working, please email us with the date, discount code and products are are trying to purchase.

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

Have you included the shipping costs that are included when you went ahead to the checkout?

Please check our promotion terms & conditions here.

If you have overpaid, please email us with your order number and details.

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.

For any orders being sent to New Zealand, 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 other orders please email us.

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.

To change your password, please visit www.weleda.co.nz/login, click “Reset your password” enter your email address and press continue. If your email address is associated with a Weleda account, we’ll send you an email with a secure link to create a new password. Check all your email inboxes including your spam/junk folder.

Your new password must contain:

• At least 8 characters
• At least 1 number
• Both uppercase and lowercase letters

For security reasons, your reset password email is the only way to reset your password. The reset link will expire within 24 hours.

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.

If your basket becomes empty unexpectedly, try clearing your browser’s cache and cookies or opening the website in an incognito/private browsing window.

If this dosn't resolve the issue, please email us so we can investigate.
  To help us identify the cause, please provide as much of the following information as possible:

• When it happened: The approximate date and time.

• Device and browser: The device you’re using (e.g. mobile, tablet or computer) and your browser (e.g. Chrome, Safari or Edge).

• Products affected: The products you were trying to purchase, if you can recall.

• What happened: Did the basket icon show your products before you opened the basket? Did it become empty after adding products, logging in, or proceeding to the basket or checkout?

Don’t worry if you can’t recall every detail — any information you can provide will help us investigate.

Free shipping is available to New Zealand residential addresses on orders that meet the applicable minimum spend.

The minimum spend is calculated after all discounts have been applied and before shipping costs are added.

The free shipping discount is automatically applied at checkout once you have entered your delivery address.

Applicable discounts are applied at checkout.

Please check our promotion terms & conditions here.

Unless otherwise stated, promotions exclude gift packs, sets, bundles, minis, accessories and products already reduced.

Upon subscribing to the Weleda NZ newsletter, you will receive a 20% discount code by email from news@weleda.info - please check all your email inboxes including your spam/junk folder. The code expires one month from being email to you.

Enter the code at checkout to redeem the discount on eligible products.

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, minis & bundles and items already reduced or on promotion.

Within 12 hours, you should receve an order confirmation email from news@weleda.info - check your email inbxoes including your junk/spam folder.

Please check your bank transaction, and email us if you're unsure whether your order was successful prior to making another purchase.

Our online webshop only accepts shipping to addresses in New Zealand or Australia.

For other overseas deliveries, please contact our retail shop +64 6 872 8725 | shop@weleda.co.nz.

Please view our shipping details here.

Please view our returns and refunds policy here.

You can view our promotion terms and conditions here.

You can select up to 3 free samples at checkout with every order.

You can also purchase select samples, mini and travel-sized products here.

If you are holding an event you can submit a request for free samples here.

If you are an influencer or social media content creator you can contact us by email or via our social media channels.

We also have free samples for registered NZ midwives. You can submit a request here.

If you are an approved Weleda wholesaler, please contact your Weleda Sales Representative.