FAQ's

Got a Question For us...We've Got You Covered!

Answers to the most commonly asked questions. If you have a question that we haven't covered off below, please email us directly at customerservice@samplebar.co.nz. We are here to help. 

Subscription

What is Glam Pack and how do I receive one?

Glam Pack by Sample Bar is a monthly subscription service that delivers a beautifully packaged pack of all things beauty. For a small monthly fee every month you'll receive a mix of 5 luxury beauty miniatures ranging from makeup, skin care, hair care, body care and everything in between, even a lifestyle product! Best of all, these items are delivered right to your door so that you can try them in the comfort of your home and discover what works best for you.

You can receive your Glam Pack by joining Sample Bar and selecting your preferred subscription via samplebar.co.nz/subscriptions.co.nz.

How much does a Glam Pack subscription cost?

For $25 a month you get your Glam Pack delivered right to your door step. Plus, the postage cost of your Glam Pack is FREE!!  

What brands can I expect in my Glam Pack?

Finding the right product means knowing that it's the best product out there. From department store brands to the best-kept secrets from around the globe, we'll give you the opportunity to try products at any scale from luxury, boutique right through to emerging brands so that you can find the products that best suit your lifestyle.

What is a 'luxury miniature'?

Each month your Glam Pack will contain 5 luxury beauty miniatures of our amazing beauty finds for that month. In general, a ‘luxury miniature'  is one that delivers multiple uses of the same high-quality product. In rare instances, if we want to share a certain innovative and totally sample worthy product with our Glam Pack members, but we cannot get a luxury miniature from our brand partners, we will choose to include a packette or single use sample just so you don't miss out on discovering something amazing.

Will you tell me the contents of my Glam Pack?

One of the exciting parts of getting a Glam Pack is the surprise element every month. That's why we keep the contents a secret until you receive them. If you are still curious, keep an eye out on our Facebook for clues as to what's in our Glam Pack and head to our  brand partner's page at the end of each month to see which amazing brands we have partnered up with.

Is the Glam Pack customised for me?  

We do our best to try to customise the packs and that is why it is important for you to fill out the beauty profile. Some samples are sent to everyone- these products are carefully chosen to ensure that they'll work for a wide range of styles, skin types and colourings. Other samples are chosen specifically for your skin, beauty needs and style. We are also truly committed to never sending the same product  twice! Please contact us if this happens.

We know that you are always looking for ways to update your beauty regime so that is why we also allow you to change your beauty profile as and when you need to but be sure to do so before the 1^st of each month. If you update your beauty profile after the 1^st of the month, your Glam Pack will contain offerings based on the beauty requirements you selected prior to the 1^st of that month.

How do I get more information on how to use my luxury miniatures?

www.samplebar.co.nz has all the detailed information on how to get the most out of your luxury miniatures. In the Glam Store section of our website, visit the product page of the items and learn more about the product. You can also read our blog for updates on the products you will receive in your Glam Pack.

I love my luxury miniatures! Where can I buy it? 

That's great to hear! We knew that you'd love your luxury miniatures! If you would like to purchase full size versions of your favourite products you can do so through our online store, the Glam Store and earn reward points with every purchase.  In limited circumstances where a product is not available on our site we will direct you to the appropriate participating salon, spa or the brands local purchasing site for you to make your purchase. Only active members receive reward points for shopping on our Glam Store.

What if I have sensitive skin or am allergic to certain ingredients?

Although we strive to feature products that work well with everyone's skin, we are currently unable to customize according to allergies. We always recommend that you carefully read the ingredients for a product to make sure your luxury miniatures in your Glam Pack or any full size products you purchase from our online store are appropriate for your use. Additionally, we suggest you do a patch test and dab a little product on a small part of your skin before using on a larger area.

I just wanted one Glam Pack - why have I been charged again?

Your Sample Bar Glam Pack is an ongoing subscription service, much like a magazine subscription. As such, you do not have the option of purchasing just one pack - when you sign up as a Sample Bar member, you agree to the setup of a recurring payment profile, which is set to deduct future membership fees on the first of the month for that month's box without you having to manually do anything. This will continue unless you decide to cancel and if you would ever like to cancel your Monthly Sample Bar membership, the normal procedure is email cancellations@samplebar.co.nz.  Please see below for more details on cancellation.

Shipping

What is your shipping policy for your Glam Packs? 

Your Glam Packs are shipped to you for free nationwide.  

When will I receive my Glam Pack?

If you join before 10th of the month you will receive the current month's pack and your Glam Pack will be sent around mid-month, usually around the 15^th of each month. 

How will my Glam Pack be sent and how long does it take?

Your Glam Pack is sent each month through Courier Post and our deliveries will arrive between 5-7 business days from when they are sent.  All deliveries will arrive between 9am and 5pm Monday to Friday so please make sure you use a delivery address where you will be during this time.  If you work full time, we recommend having the pack delivered to you at work. If you are not home during the delivery time, your parcel will be left in a secure location, out of weather. We cannot take responsibility for returned parcels where addresses have been entered incorrectly or if you fail to pick up your Glam Pack from your local post office following attempted delivery.

What is your shipping policy for full size orders on your Glam Store?

Any purchases of full size items that were sampled in the Glam Pack that month are shipped for free (with a minimum spend of $35 and excluding rural deliveries). This free shipping period lasts from the 15^th day of the month from when we send your Glam Packs right through to the 15^th day of the following month (e.g. from 15 October right through to 15 November). In this way, you have a full month to get free shipping on purchases of full-size versions of these samples! Any purchases over $100 are shipped for free. Any purchases under $100 and outside the sampled month are charged a flat fee of $6 (for rural areas the flat fee is $8).

When will my full size order be sent?

We process all deliveries of full size items within 48 hours each business day. Courier Post's delivery time, depending on where you are located and usually takes between 5-7 business days from when they are sent.  

Can I track my Glam Pack or full sized order?

Yes! We'll send you tracking information via email to track the progress of your Glam Packs or any full-size order bought from our Glam Store that we post out to you. You can then go to the Courier Post website and track your packs or full-size order right to your door. Please note that you will be required to sign for any full size order bought from our Glam Store.

Can I change my shipping address?

You can change your shipping and billing information by logging into your Sample Bar account in your Address Book. Please note that the address your Glam Pack will be sent to is the default shipping address in your account. Be sure to make your changes before the 1 ^st of each month, otherwise your Glam Pack will go to the previous address we had on file for you.

Do you ship overseas?

Glam Pack is only available to New Zealand residents.

Payment & Cancellation

What forms of payment do you accept?  

You can purchase your Glam Pack subscription by Visa or Mastercard. For any purchases of full-sized products on our Glam Store we accept Visa, Mastercard or Paypal.

When do you process payment for the Glam Packs?

If you have ordered a monthly subscription plan, your initial payment will be processed on the same day we allocate you a membership spot. After you have received your first Glam Pack  all recurring monthly payments will be processed on the 1^st of every month.

For purchases of a 3, 6, 12 month term subscription or a Gift subscription plan,  a one-off payment for the full amount is taken on the day a membership slot is allocated to you. 

What is your cancellation policy?

As a monthly member you can cancel your Glam Pack subscription at any time by giving us 15 days notice before the 1^st of the month when recurring billing occurs. If however, you have not cancelled your subscription plan within this time, the cancellation takes effect the following month. Simply email us at  cancellations@samplebar.co.nzto cancel your subscription. We don't charge fees for cancellation and you are welcome to re-subscribe to our service again. Upon receipt of your email during business hours your cancellation will be immediate and any remaining Glam Points will automatically be deducted.

As a 3, 6, or 12 month term member you can cancel your plan at the termination of the respective membership period and not during the term of the plan. To ensure that you never miss out on your Glam Pack, at the end of the term of your relevant subscription plan, the plan will automatically renew for successive periods of one month as a monthly plan. You can cancel the automatic renewal of your subscription at any time by logging into your account and clicking the Change Card Details Tab to cancel this feature. If you need a hand, just drop us an email at cancellations@samplebar.co.nz and we can help you with this.

Why was I just charged $1?

Some of our subscribers may see a $1 charge in their bank records when they sign up. The $1 is not a fee from us at Sample Bar, but rather a temporary fee charged by DPS (payment gateway provider) to verify that your card is valid. The $1 is reimbursed within seven (7) days.

Reward Points 

How does your rewards program work?   

It's super easy. As a Glam Pack member we reward you for things you love to do: shopping on our Glam Store, referring friends to our program or giving us feedback on your samples. You can redeem your points for discounts on the full size products.  To learn more about our rewards program, check out our Glam Points Rewards Program via samplebar.co.nz/glam-points

How do I give you feedback on my luxury miniatures?  

We love to hear what you have to say. Giving feedback on your Glam Pack is simple. Just log on to your Sample Bar account page and click on the tab marked "My Product Reviews". From there, you should see a list of your Glam Pack contents for that month. Then simply click on the product for which you wish to leave feedback. Be sure to give your feedback in time as reward points are only given to surveys completed within 30 days of receipt of your pack (e.g. from September 20^th - October 20^th ).   

How do I refer my friends and get reward points?

Great question. All you need to do is log into your account, click on the Refer a Friend tab and invite your friends!. If your friend joins and becomes a Glam Pack member, we gift you reward points to spend in our Glam Store. It's that easy!

Gift Subscriptions

I would like to gift a Glam Pack subscription, when will the recipient receive their first pack?

Wonderful! As soon as you've purchased your gift subscription we will email you and the lucky recipient to let you both know when a membership has been allocated to the recipient and when they can expect their first Glam Pack.

Will I be notified when the recipient receives their gift subscription email?

For sure! We'll email you to let you know this happen.

How will the gift recipient know how to redeem their gift subscription?

The recipient will receive an email with instructions on how to redeem their gift subscription. It is important that you fill out the recipient's correct delivery address and email.

I have a gift subscription, what happens when I reach my last month?

If you have a gift subscription, unless you opt to purchase a new subscription, your subscription will be terminated after you receive your last pack. We will email you before your subscription expires to check if you would like to preserve your subscription status by purchasing a new subscription. Otherwise, your gift subscription terminates. If you decide to become a member after your subscription has terminated, you are welcome to do so by purchasing a new subscription..   

Glam Store & Returns Policy

What brands do you work with?

Our brand partners are updated on our brands page every month. We are very excited to partner with companies that you know and love including some exciting gems new to the New Zealand market. Our list is growing!

I am not a Glam Pack member, can I shop on the Glam Store?

Sure. You are welcome to shop on our Glam Store at your leisure but we hope you do become a Glam Pack member so we can reward you with reward points for your purchases.

Can I return full size products?

If you are not satisfied with your full-sized product purchase, you can return it to us in its unopened, unused and original condition within 14 days of the date on the invoice for a full refund upon pre-approval from Sample Bar.  Please note that we are not able to refund any opened, used, discontinued, clearance or sales products or free gifts or samples.  After your return is received and inspected, your refund will be processed and credit will be applied to your credit card or your original method of payment. The original shipping and handling fees are non-refundable unless the return is a result of our error. A full refund of the shipping cost will be given in this instance. If you are returning because the item is no longer required or ordered in error, the shipping and handling fee is non-refundable and you may be asked to pay the re-shipping fee.

Do you offer exchanges on full size products?

We do not offer exchanges on full size products. If you wish to make an exchange, please contact us for a pre approval number to return your product within 14 days of your purchase. We will process your refund after the item is received and inspected. In the meantime, you can purchase new items from our online shop.

How do I contact to arrange a return?

If you intend to return a full size product, please email us at customerservice@samplebar.co.nz (with the title "Return" in the subject field of your email) to obtain prior approval for a refund.  To ensure we process your refund in a timely manner, please make sure you post your unwanted product, carefully packaged, to us as soon as possible to the address below. Please include your order number, prior approval code and state your reason for your return. Return items to:

Sample Bar Limited

Private Bag 93210

Parnell

Auckland, 1151

If you have any questions, please contact us via email: customerservice@samplebar.co.nz or call us on 0800 767 224.

My product was damaged in delivery, can I return it? 

Absolutely, we're sorry about that. All our products are checked for quality before dispatch and while we try our best to ensure that the product is delivered to you in perfect condition, the product may be damaged in the delivery process. Should this happen you can return the damaged items and we will re-send the product and pay for the return and additional postage charges. In the event the product is sold out we will offer a full refund.