We currently ship within New Zealand. Orders are usually processed within 1–3 business days, and shipping times may vary depending on your location. Once your order has been dispatched, you will receive tracking details so you can follow its progress.

Please make sure your delivery details are correct at checkout. We are not responsible for delays caused by incorrect delivery information or by courier delays once your parcel has been dispatched.

If you change your mind, we are happy to accept a return on eligible items within 14 days of delivery, provided the product is unopened, unused, undamaged, and returned in its original packaging. Proof of purchase is required.

For hygiene and product integrity reasons, we cannot accept returns for products that have been opened, used, damaged, or returned without their original packaging.

For approved change-of-mind returns:

• return shipping is the responsibility of the customer

• the item must be sent back using a tracked courier or other trackable postage service

• we are not responsible for items lost or damaged in return transit

• once the return has been received and approved, your refund will be processed to your original payment method

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible so we can help. We may ask for your order number, a brief description of the issue, and photos where helpful. Where a product is confirmed to be damaged, faulty, or incorrect, we will arrange an appropriate remedy, including a refund or replacement, and we will cover the reasonable cost of return shipping back to The Faces Co.

Nothing in this policy limits your rights under New Zealand consumer law.

To request a return, please contact:

Email:orders@thefaces.co.nz

Please include:

• your order number

• the item details

• the reason for the return

If you have any questions before purchasing, feel free to get in touch, we are always happy to help.