Frequently asked questions
PRODUCT
Which skin and hair types are true soul beauty products suitable for?
True Soul Beauty products are designed to work beautifully across a wide range of skin and hair types.
Aura Glaze is suitable for all skin types, including dry, dehydrated, combination and oily skin, helping to support the skin barrier while delivering lasting hydration.
Aqua Silk is suitable for most skin types, particularly those looking to improve the appearance of texture, congestion and dullness. As it contains glycolic acid, we recommend introducing it gradually if your skin is sensitive or new to exfoliating acids.
Glowpunzel is suitable for all hair types and textures. Designed for freshly washed, wet hair, it helps protect against heat while smoothing, strengthening and reducing frizz for softer, glossier-looking hair.
As everyone’s skin and hair are unique, we always recommend patch testing before introducing a new product into your routine.
are true soul beauty products vegan or cruelty-free?
Yes. All True Soul Beauty products are vegan and cruelty-free.
are all true soul beauty products fragrance-free?
Aura Glaze and Aqua Silk are both fragrance-free.
Glowpunzel features a bespoke fragrance designed in France and manufactured here in New Zealand, created especially for True Soul Beauty to leave the hair beautifully scented.
can I trust true soul beauty products from third-party websites?
Our only sales channel as of September 2026 is truesoulbeauty.com. If you purchase True Soul Beauty products from any other source, we cannot guarantee that you’re buying genuine products or vouch for their authenticity, quality, or condition. These products may not meet our standards, and in some cases, may be counterfeit.
where are the ingredients sourced?
Our formulas bring together carefully selected ingredients from New Zealand and around the world.
We’re proud to incorporate New Zealand botanicals alongside high quality, science led ingredients sourced globally, choosing each ingredient for its quality, performance and purpose within the formula.
Our products are formulated and manufactured here in New Zealand, with our manufacturing partner working with trusted local and global suppliers to ensure the quality and traceability of the raw materials used.
Where are your products manufactured?
All True Soul Beauty products are proudly formulated and manufactured in Auckland, New Zealand, in partnership with our experienced local cosmetic laboratory.
From formulation through to filling and production, our products are made here in Aotearoa with a focus on quality, performance and care.
SHIPPING
How much is shipping?
Your available shipping options and final shipping cost will be displayed at checkout before payment.
Do you offer free shipping?
Yes! We offer free shipping on all orders over $140 NZD and $175 AUD.
Where do you ship?
True Soul Beauty currently ships throughout New Zealand and Australia.
We’re working on bringing True Soul Beauty to more of the world, with shipping to the United States, Canada, United Kingdom and Europe coming soon.
Stay tuned for updates as we expand internationally.
How long will my order take to arrive?
We’ll always do our best to get your True Soul Beauty order to you as quickly as possible.
New Zealand: Please allow approximately 1–3 business days for delivery once your order has been dispatched.
Australia: Please allow approximately 3–7 business days for delivery once your order has been dispatched.
You’ll receive tracking information as soon as your order is on its way. Please note that delivery times are estimates and may vary during busy periods or due to circumstances outside of our control.
I think my package is lost, what do i do?
We always strive to provide the best possible service. In case your package was lost or you received it damaged, please reach out to info@truesoulbeauty.com so we can help you as soon as possible.
ORDERS AND PAYMENT
How can I check my order?
You can view your order status on your Account page which is updated as soon as your payment is processed and when your order ships.
If you experience any delivery issues (such as a lost, damaged, or missing package), please report them to our team within 7 days of the expected delivery date so we can help resolve the issue as quickly as possible.
How can I track my order?
Proactive updates across each step of the shipping journey will be emailed to the email address that you used at checkout.
Can I change or cancel my order after placing it?
At this stage, once an order has been placed, we’re unable to make changes or cancellations.
Please double-check your order details, products and shipping address before completing your purchase.
If you’ve made a mistake with your order, please get in touch with us as soon as possible and our team will do their best to help where possible.
which payments do you accept?
We currently accept all major credit cards (MasterCard, Visa, American Express, Discover) in addition to After Pay, Google Pay, Shop Pay, Apple Pay and PayPal.
do you offer any discounts or promotions?
All discounts/promotions are announced via our social channels and newsletter. Please subscribe to our newsletter if you haven't already so that you can be kept up to date and receive subscriber exclusive deals.
We always offer free shipping on orders over $140 NZD and $175 AUD.
RETURNS AND REFUNDS
Do you offer returns?
We don’t accept returns at the moment. If there’s an issue with your order, reach out to us at info@truesoulbeauty.com and we’ll help you sort it out.
Can I cancel or change an order?
Once an order has been placed, we’re unable to cancel it or make changes.
Please double-check your products, quantities and shipping details before completing your purchase.
If you’ve made a mistake, please get in touch with us as soon as possible and our team will do their best to help where possible.