Frequently Asked Questions (FAQ)
When will my order be shipped?
Orders are typically packed and dispatched within 2–5 business days. During new launches, sales, or busy periods, processing times may be slightly longer, however, you will be notified as soon as possible if delays occur.
Do you ship throughout New Zealand?
Yes! We currently ship New Zealand-wide, with plans to expand further in the future.
How much is shipping?
Shipping costs are calculated at checkout based on your order and location.
Are your products suitable for sensitive skin?
Our products are made with skin-loving ingredients, however everyone's skin is different. We recommend performing a patch test before first use. If irritation occurs, discontinue use immediately.
Are your products handmade?
Yes! Most ERAIA.co body products are carefully handmade in small batches to ensure quality and consistency.
Are your products cruelty-free?
Yes. Our products and the ingredients we use are not and will not be tested on animals.
Are your products vegan?
Please refer to each individual product listing for ingredient information. If you have any questions, feel free to contact us before purchasing.
How long do your products last?
For the best quality, we recommend using your products within 12 months of opening and storing them in a cool, dry place away from direct sunlight.
What if I have an allergy?
Please read the full ingredient list on each product page before purchasing. If you have known allergies or sensitive skin, we recommend conducting thorough research or consulting your healthcare professional if you're unsure whether a product is suitable for you.
Can I return, exchange, or refund my order?
Due to the nature of our body care products, we do not offer refunds or exchanges for change of mind. Refunds or replacements are only available if your order arrives damaged or faulty. We also cannot accept returns or exchanges on opened or used items for hygiene reasons. If your order arrives damaged or incorrect, please contact us within 7 days of delivery and we'll be happy to help. Note: We will need your order number, and clear photos and video evidence. Once a parcel leaves our warehouse and is picked up by the courier, the responsibility no longer relays with us, and instead is held with NZ Post. It would be in your best interest to reach out to them first, but we will do as much as we can to help resolve any issues.
How can I contact ERAIA?
You can contact us through our website's contact form, by email, or by sending us a message on our social media pages. We will respond as soon as we can.
Can I send my order as a gift?
Absolutely! Simply enter the recipient's shipping address at checkout, and we'll send your order directly to them. Let us know in the notes box at checkout if you'd like a personal note written for them included. :)