Shipping, Refunds & Returns
If you need help with your order, please email hello@loveskin.co.nz and we will be happy to help.
We aim to respond within 48 hours, Monday to Friday.
Nothing in this policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand law.
Shipping within New Zealand
Orders over $75 NZD qualify for free New Zealand shipping.
Orders under $75 NZD incur a $7.50 NZD freight charge.
New Zealand orders are sent by tracked NZ Post courier.
Estimated delivery time is usually 2–4 working days after dispatch. Rural deliveries may take longer.
Please note that delivery timeframes are estimates only. During peak periods, sales, public holidays or courier delays, orders may take longer to arrive.
International shipping
International shipping is available to selected destinations.
International orders are sent tracked by DHL or NZ Post where available.
Estimated delivery time is usually 5–10 working days after dispatch, although international freight, customs processing and local delivery delays may take longer.
International shipping is charged as follows:
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Orders over $100 NZD qualify for $24 NZD tracked shipping, where available.
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Orders under $100 NZD may be charged actual postage costs, up to $50 NZD.
International orders may be subject to import duties, taxes, customs fees or local charges once they reach the destination country. These charges are the responsibility of the recipient.
We do not refund orders because a customer does not wish to pay applicable customs duties, taxes or import charges.
Customs policies vary by country. We recommend checking with your local customs office before ordering.
Is my order tracked?
Yes. All orders are sent with tracking where available.
Once your order has shipped, you will receive an email with tracking details.
Please check your inbox, promotions folder and spam folder if you cannot find your tracking email.
Tracking can take up to 24 hours to update after you receive your tracking code.
When will my order ship?
Orders are usually processed and shipped Monday to Friday.
During normal periods, we aim to dispatch orders promptly. During peak demand, including seasonal promotions, launches and sales, order processing may take up to 3-4 business days.
Delivery addresses
Please ensure your delivery address is complete and accurate when placing your order.
For New Zealand orders, we require a physical delivery address. We do not ship to PO Boxes.
If an order is delayed, returned to us, or cannot be delivered because the address supplied was incorrect or incomplete, additional shipping charges may apply to resend the order.
Lost, delayed or damaged parcels
If your parcel appears to be lost, delayed or damaged in transit, please contact us at hello@loveskin.co.nz with your order number and tracking details.
We may need to work with the courier or postal provider to investigate before replacing or refunding an order.
If your parcel arrives damaged, please keep the packaging and product and send us photos as soon as possible so we can assess the issue.
Returns and Refunds
We want you to feel confident choosing Loveskin. If something is not right, please contact us and we will do our best to help.
Because skincare is personal, we always recommend reading the product description and ingredient list before purchase, especially if you have sensitive, reactive or allergy-prone skin.
Faulty, damaged or incorrect products
If your product is faulty, damaged, incorrectly supplied, please contact us at hello@loveskin.co.nz.
Please include:
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your order number;
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a brief description of the issue;
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clear photos of the product and packaging where relevant.
Where a product is confirmed to be faulty, damaged or incorrectly supplied, we will provide an appropriate remedy in accordance with New Zealand consumer law. This may include a replacement, refund or other remedy depending on the situation.
Please contact us as soon as reasonably possible after noticing the issue so we can assess it properly.
Product suitability
We want you to feel confident choosing Loveskin, and we are always happy to help with product advice.
Because skincare is personal, a product not suiting your skin, routine, scent preference or texture preference does not necessarily mean the product is faulty.
We do not offer refunds for change of mind, personal preference, or because a product does not suit your skin, unless required by law.
If you are unsure about a product, or if you are having trouble using it, please contact us at hello@loveskin.co.nz. We may be able to help with how to use it, what to pair it with, or whether another product would be more suitable for your skin.
In some cases, we may offer an exchange, store credit, sample or other goodwill solution at our discretion. This does not affect your rights under New Zealand consumer law.
Skincare reactions and sensitivity
Everyone’s skin is different. Our products may contain botanical oils, essential oils, nut oils, seed oils, plant extracts, naturally occurring fragrance compounds and other cosmetic ingredients that may not suit everyone.
We recommend patch testing new products before first use, particularly if you have sensitive, reactive, allergy-prone or compromised skin.
If irritation occurs, discontinue use.
If you experience a significant reaction, please contact us with your order details, photos where appropriate, and information about how the product was used. We will review the situation and do our best to help.
Change of mind
We do not have to provide a refund or exchange if you simply change your mind, choose the wrong product, find the product cheaper elsewhere, or decide you no longer want the product.
However, we may choose to help with an exchange or store credit on a case-by-case basis where the product is unopened, unused and in resaleable condition.
Any change-of-mind return must be approved by us before the product is sent back.
Return shipping costs for change-of-mind returns are the customer’s responsibility.
Opened or used products
Because skincare products are personal-use items, we generally cannot accept returns of opened or used products unless the product is faulty, damaged, incorrectly supplied, or we are required to provide a remedy under New Zealand law.
Please contact us before sending any product back to us.
How to request a return or refund
To request a return or refund, please contact us at hello@loveskin.co.nz.
If your return is approved, we will provide return instructions. Where applicable, we may provide a digital return address label for you to print and attach to your parcel.
Please do not send products back without contacting us first.
Returning products to us
Returned products must be packaged carefully.
We are unable to accept responsibility for return parcels that are lost or damaged in transit, unless the return shipping was arranged by us and the loss or damage was not caused by you.
We recommend using tracked shipping for any return parcel.
Where a refund is approved, original shipping costs are not usually refunded unless the product is faulty, damaged, incorrectly supplied, or required by law.
Sale, discounted and subscription items
Sale, discounted and subscription items are final sale and cannot be returned or refunded for change of mind, personal preference or product suitability, unless we agree otherwise.
This does not affect your rights under New Zealand consumer law. If a sale, discounted or subscription item is faulty, damaged, incorrectly supplied, or does not meet an applicable consumer guarantee, we will provide an appropriate remedy as required by law.
Gifts with purchase
Free gifts with purchase are not redeemable for cash and cannot be exchanged or refunded separately.
If you return items from an order that qualified for a gift with purchase, we may ask you to return the gift unused, or we may deduct the value of the gift from your refund where permitted by law.
Products purchased from stockists
If you purchased your Loveskin product from a stockist or third-party retailer, please contact the place of purchase first.
We are still happy to help with product advice where we can, but refunds or exchanges for stockist purchases are usually handled by the retailer you purchased from.
Contact us
For all shipping, return and refund questions, please contact: