Frequently Asked Questions

Is NIXE legal?

NIXE cosmetics are manufactured using extract from low-THC hemp (cannabis sativa) plants cultivated legally in NSW. Our cosmetics and extract comply with applicable laws.

 

How can I find out more information about a product?

You can learn all about our products on their individual product pages.

If you have any other questions or thoughts, let us know by emailing clientcare@nixecare.com


What skin types are NIXE products great for?

Our products are appropriate for all skin types. They are all vegan and cruelty-free. Please be sure to always know what ingredients you may be allergic to before using our products. Always do a small patch skin test to see if you may have any reactions to our ingredients. Never use products in the eye area, internally, or on open wounds or irritated skin. NIXE products are not for internal use.

Do not use if you are pregnant or breastfeeding. Not suitable for people under the age of 18.

 

Order Enquires & Issues

An item in my order was damaged in transit! What do I do?

If the product itself is found opened or damaged, contact Client Care immediately after receiving your shipment. Please contact Client Care at clientcare@nixecare.com

What happens if one of my items is on backorder?

In the event of delays, every effort will be made to contact you by phone or e-mail. If the delay is due to backorder, you will receive notification via email and be given the choice to remain on backorder, substitute to another item or cancel your order.

 

Shipping & Delivery Within Aus

When will my order ship?

All orders are processed upon receipt. Actual shipping time is contingent upon the availability of merchandise and credit verification. Most orders are shipped within 1 business day of receiving your order. Orders placed after 12:00 PM AEST will be processed the following business day. However, please note that orders are not processed or shipped on Weekends or national Public Holidays.

Where will my NIXE order ship from and how long will it take for my order to arrive?

All orders ship from Melbourne You will be given a choice between: AusPost Standard Shipping, 5-7 business days or AusPost Express, 1-3 business days and Overnight Courier interstate.

Our site automatically computes shipping charges based on your preferred shipping address, and upon checkout will prompt you to choose the method of AusPost delivery you wish. Remember shipping is free for all order over $100 AUD! (This will be effective as of 01/01/2021).

Please note that shipping time is not the same as total delivery time. We need time to process and pack your order before we actually ship it. Choosing AusPost Express does not mean your order will be delivered the day after you place your order online. Also, AusPost Standard delivery time for some locations in rural Australia may take up to 14 business days. Please also note that due to COVID-19 delivery times have been impacted nationally (as at August 2020).

Please note: NIXE does not ship or post to South Australia or Tasmania.

 

Will I get a tracking number?

For all orders shipped via Auspost, the tracking information will be provided to you via email and in your online account when available.

Do I qualify for free shipping?

We offer free shipping on all orders over $100 AUD.

Please note: NIXE does not ship or post to South Australia or Tasmania.


Do you ship to PO boxes?

We do post to PO Boxes.

My order says delivered but I didn’t receive it! What do I do now? 

We are so sorry that happened! If you have not yet received it, but it says delivered, customers sometimes see 1-2 day delays in deliveries from AusPost even after being marked as "delivered", due to premature scans on their part.  If you don't see your package arrive by the next day after being scanned as “delivered”, you can contact us here and we’ll investigate.

 

Shipping & Delivery International

Does NIXE ship internationally?

Currently NIXE does not ship outside of Australia. NIXE will be shipping internationally very soon and we will advise all available destinations.  

 

Returns, Refunds, Cancellations

Can I make changes to or cancel my order?

If you need to adjust the shipping address or cancel your order, contact client care for additional help here at clientcare@nixecare.com

Please note we are unable to modify or cancel orders already sent to the warehouse for fulfilment.

Please see our return policy below If you would like to return your order.

What is your return policy?

If you need to return your product(s) for a refund, please do so within 30 days. Shipping and handling are not included in refunds. Returns will be accepted on products purchased from NIXE only. Products purchased from any of our partners should be returned to the place of purchase.

Please repackage the merchandise and return via AusPost addressed to:

NixeCare
Attention: Website Returns
PO Box 6179, South Yarra, 3141, Melbourne.


Please send an email to clientcare@nixecare.com with the following information so that we may expedite the process for you.


• Name
• Address
• Phone number
• Items being returned with the reason for return
• Web order invoice #
• Tracking number of the return package

Can I exchange a product?

We accept changes within 30 days on unused, unopened products – this includes product packaging sealed left intact.. For any additional questions and exceptions, please contact client care – clientcare@nixecare.com

 


 

Payments, Promos, & Gift Vouchers

What payment methods do you accept?

We accept American Express, Visa, Mastercard, PayPal and Gift Vouchers purchased from www.nixecare.com.


Is AfterPay available?

It sure is!


Can discounts and promotional codes be combined?

Unfortunately, your %-off discount is not combinable with any other offers. 


How do I use a Gift Voucher?

During check out, you can expand the "Apply Gift Card" section. You will enter the gift card code into the box and choose to "see balance" for the card, or immediately "apply" the balance to your order.


How do I apply my Discount Code?

Expand the "Apply Discount Code" section on the checkout page (below your order total), enter the discount code and click "Apply Discount”.

 

Product Information


What if my favourite product is out of stock?

Contact client care for the most up-to-date information about product availability and replenishment schedule. To contact client care email clientcare@nixecare.com


How long does my NIXE skincare last before expiring?

All skincare products are labelled with an expiration date for 12 or 24 months relative to their manufacture date.


Are NIXE skincare products cruelty-free and vegan?

Yes, all NIXE products are cruelty-free. PETA appreciates and recognises NIXE commitment to remaining cruelty-free. As proud members of PETA's Caring Consumer Project, we assure our customers that animal tests are neither conducted nor commissioned for our products, formulations, or ingredients. We proudly are, and always will be, an animal-loving company.


Is NIXE safe to use when pregnant? 

When pregnant or breast-feeding, we suggest you seek advice from your GP before using NIXE.

 

Recycle & Rewards Program


Recycle, be rewarded.

Join the NIXE family when you sign up to Auto-Replenish you’ll get 10% off the duration of your Auto-Replenish. Plus we’ll keep you updated with exclusive info and you’ll gain access to samples of soon to be released NIXE products.

Being truly sustainable means we care about what happens to our products throughout their entire lifecycle, it’s not over once they leave our hands or once the bottle’s empty.

DM us a pic of your empty vessels being recycled, up-cycled or reused and receive a 10% discount code for your next purchase.


Do you have a referral program?

At the moment, we do not have a referral program. However, stay tuned while continuously improving our loyalty programs.


What if I still have questions?

You can contact Client Care team on clientcare@nixecare.com

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