FAQ / Shipping & Delivery

What is Lanolin?

Lanolin is oil derived from raw wool grease. Raw wool grease is recovered during the process of scouring (washing) the wool. Wool grease is then highly refined into many grades of lanolin.
The lanolin used in Lanocrème is of the highest standard and contains less than 3 parts per million of all impurities.

Currency, Secure Payment & Shipping times
Payments are in US dollars and processed via a secure payment portal at Payment Express New Zealand. All stock items are shipped within 3 days of receiving your completed order. All orders are sent "International Air", usually delivered within 10-14 business days.

How will my personal details be used?
We are committed to protecting your rights of privacy. The information you provide to us will only be used to the extent necessary in processing your order and providing good customer service. Lanocreme New Zealand Ltd. will not release, sell, rent or provide your personal and confidential information to any outside source.

Returns & Refunds Policy
Lanocreme.com offers a 30 day money back guarantee. If you are not entirely satisfied with the products you receive please contact us within 30 days of receipt. Items must be returned in the original condition in which they were received.
If there is any defect in the product it may be returned to us for a refund at that time.

Please contact customer services so we can assist you through the refund process customercare@lanocreme.com. Returned items will be refunded via the method used to make payment for the initial order. Return postage will be reimbursed in cases of damaged, faulty or incorrect products and will be credited using the same method used to pay for the initial order.
The Return Policy applies to purchases made through the Lanocreme website only.

How much do you charge for shipping?
Orders over $75USD ship for free. For orders under this amount a flat rate of $15USD is payable.

In order to avoid any potential issues with ​customs clearance of products you have purchased, please contact your local customs office to find out their regulations around importing of goods into your country.

We make every effort we can to avoid any additional charges being incurred by our customers, however we ship to 179 countries who all have different import standards and entry requirements. We have no control over other countries international customs services and their domestic postal networks. 

Lanocorp New Zealand Ltd. will not be held responsible for any additional charges, Import Duties, or Goods and Services Tax that you are charged by your national customs office. 

Please be aware of your entry requirements before placing an order.

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