Help + Frequently Asked Questions

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

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.

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.

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? 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 contact our customer care team.

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.

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.