FAQs

FAQs

Treatment Bookings

How far in advance do I need to book my treatment?

We suggest booking at least 2-3 weeks in advance to be likely to secure the booking time that suits you.

When should I arrive for my appointment?

We ask you to arrive 10 minutes before your first appointment to allow time for filling in a consultation form. For subsequent appointments please arrive 5 minutes before your appointment time so that you are able to unwind before your treatment.

What if I need to cancel or change my appointment?

Should you need to cancel your treatment this is no problem. Please contact us 24 hours or more before your appointment and we will happily cancel or reschedule for you. We understand that sometimes no matter how much you might be looking forward to your treatment, things change. Sickness, work & family commitments can all get in the way. If a crisis occurs we will completely understand that you need to reschedule and will do everything to accommodate. However, clients who just don't turn up, or cancel at the last minute affect us greatly and for this reason we have implemented a booking fee and cancellation policy. A 30% booking fee will be charged should you not give notice of your cancellation 24 hours or more before your booked appointment. We hope you understand the value of our time and the necessity to ask for as much notice as possible for a cancellation.

What happens if I'm running late for my appointment?

If you arrive late to your appointment, your treatment will still end at it's scheduled time, so as not to keep subsequent clients waiting. If your therapist believes that your treatment will not be able to be completed in the shortened time frame then they will suggest that you reschedule your treatment.

Promotions

How can I keep up to date with your promotions?

All our current promotions can be found here on our website so that you can always see what specials are on offer. Follow us on Facebook and Instagram to make it even easier to stay informed.

Shipping & Returns

Can I return a product I've purchased from you?
Please contact us if you are for any reason not satisfied with your treatment or product purchase. We want to put it right! Click here to get in touch with us or visit us in our store to discuss.

What are my shipping options?

Shipping is free for orders over $150 throughout New Zealand!A $6 flat rate shipping fee applies to orders under $150. We pride ourselves on getting your product order to you as quickly as possible. Orders are processed and shipped within 1-3 working days of placing your order, courier delivery times may vary depending on your location Any orders placed on weekends or holidays will be shipped the next available business day. Tracking information will be sent via e-mail upon shipment of goods.

Products & Ingredients

I've had a skin reaction (from a product or treatment)? What do I do?

If you are not happy with your results from a skincare product or service at Skintopia, please reach out to us as soon as possible at the location you visited. We'll do everything we can to get to a better place.

Skin Care Concerns

How often should I wax?

Hair growth rate varies from person to person but we usually recommend that clients visit us for waxing every 4 weeks in order to get a great result.

How long do my hairs need to be in order to have a waxing treatment?

We suggest to come in for your waxing treatment when your hairs are between 0.5 and 1cm long. This way your wax should be successful without breakage or missed hairs.

How should I take care of my skin after a waxing treatment?

For 24 hours after your waxing treatment avoid using perfumed products on the treated area, avoid excessive exercise and/or heat, sunbathing, swimming/saunas and refrain from touching the area.

I'm pregnant, which treatments should I avoid?

Most treatments can be tailored to suit pregnant clients. Certain skincare products and modalities cannot be used on clients during pregnancy but our therapists will tailor a suitable treatment for you using safe alternatives. Our therapists are trained in pregnancy massage so you are still able to recieve a relaxation massage with us.

Gift Cards & Loyalty Programme

Do you sell gift vouchers?

Yes we do sell gift vouchers, both online which may be printed by you and also instore which we will gift wrap for you. Our vouchers can be made out to a dollar value or as a specific treatment. They are valid for 6 months from purchase.

Can I exchange my gift voucher for cash?

Our vouchers may only be redeemed for treatments and/or products sold in the salon. Any value leftover on your voucher may be stored in our system as a credit for you to use in the future.

Do you have a loyalty programme?

Skintopia is part of the Dermalogica Loyalty programme. Shop online or in store to collate points. Points are redeemable only in store. For every $1 you spend, you will earn 1 loyalty point. Receive a $25 credit to spend on Dermalogica product when you spend $250 on Dermalogica products in a 6 month period.