Shipping and returns

Last updated 21 October 2026

Free shipping on 2+ jars or any subscription, and a straightforward fix if anything goes wrong. For help with an order, send us a message through our contact form with your order number. This page forms part of our Terms and conditions, and nothing on it limits your rights under the Consumer Guarantees Act or the Fair Trading Act.

At a glance

• Shipping: free on 2 or more jars and on every subscription delivery. $5.95 for a single jar. New Zealand addresses only.
• Delivery: packed and sent from Auckland within 1 business day. Most orders arrive 2 to 5 business days after you order.
• Change of mind: unopened jars within 14 days of delivery. You pay the return postage.
• First-jar promise: if your first jar isn't for you, claim within 30 days of delivery and we'll refund it. No need to send it back. Conditions
• Faulty, damaged or lost: we'll put it right, and your Consumer Guarantees Act rights always apply.
• Refunds: to your original payment method within 5 business days of us approving them.

1. Delivery

Every order is sent from Auckland to any New Zealand address. Shipping is free on orders of 2 or more jars and on every subscription delivery. A single jar is $5.95 to ship. We don't ship overseas. A business day is Monday to Friday, except New Zealand public holidays.

We pack and send orders within 1 business day of payment (for a subscription, of each charge), and email you tracking once it's on its way. You can also find it any time in your account. Most orders arrive 2 to 5 business days after you order.

Standard delivery: town and city addresses

• Auckland: 1 to 2 business days after we send it
• Rest of the North Island: 1 to 3 business days
• South Island: 2 to 4 business days

Extended delivery: rural addresses

• Rural delivery (RD) addresses usually take 1 to 3 business days longer than the times above.
• Rural parcels aren't delivered on Saturdays.

These are our courier's usual times, not guaranteed dates. Public holidays, weather and busy periods can add a day or two. If it's running late, we'll let you know.

2. Your address and delivery

• Check your address at checkout. If you notice a mistake, message us straight away. We can change it until your order is sent, but not after.
• We aren't responsible for a parcel delivered to an incorrect or incomplete address that you gave us. If a parcel comes back to us because of the address, we'll work it out with you and send it again once you've confirmed the address, but we may ask you to cover the cost of sending it again. If you'd rather not, we'll refund what you paid for the jars.
• Leaving your parcel: unless you ask us before your order is sent to arrange a signature on delivery, where the courier offers it, the courier may leave your parcel in a safe place at your address.
• Marked as delivered: we'll treat the courier's record that your parcel was delivered to your address (such as a scan, photo or signature) as delivery, unless there's reason to think otherwise. If you can't find it, check around your property and with neighbours, then tell us as soon as you can, ideally within 5 business days, so we can look into it with the courier.

3. Late, lost or damaged in transit

Your order is our responsibility until it's delivered to the address you gave us.

• Late: if your order hasn't arrived within 10 business days of being sent, contact us and we'll follow it up with the courier.
• Lost: if the courier can't find it, or the evidence shows it wasn't delivered to your address, we'll send a replacement or refund you, whichever you prefer.
• Damaged or leaking: send us a message through our contact form with your order number and photos of the parcel and the damage, ideally within 7 days of delivery so we can claim from the courier. We'll send a replacement or refund you, whichever you prefer.

4. Faulty or not as described

Under the Consumer Guarantees Act, our products must be of acceptable quality, match their description and be fit for their purpose. If something isn't right:

• Contact us within a reasonable time of noticing the problem, with your order number, a short description and a photo if you can.
• If the problem can be fixed, we'll replace the product or refund you.
• If it's a serious problem, you choose between a replacement and a refund, or you can keep it and ask us to make up the drop in its value.
• If we need the product back, we'll pay the return postage.

The Consumer Guarantees Act doesn't cover a problem caused by using a product other than as directed, or a fault we specifically pointed out before you bought it. These rights aren't limited to 14 or 30 days, and don't depend on our change of mind policy or the First-jar promise.

5. If your skin reacts

Stop using the product, rinse it off, and seek medical advice if the reaction continues. Then contact us and we'll work through it with you, including your rights under the Consumer Guarantees Act. Whether a reaction is covered depends on what happened, for example whether the product was as described and used as directed. If it's your first jar, our First-jar promise may also help. Please patch test before your first mask, because everyone's skin is different: smooth a little mixed jelly on your inner arm, peel it off after 15 minutes and wait 24 hours. Full safety directions are in our Terms and conditions and on the jar.

6. Change of mind

• You can return an unopened jar within 14 days of delivery if you change your mind. The 14 days start on the day the courier records it as delivered. The seal must be intact and the jar in its original condition.
• Message us before sending anything back, through our contact form with your order number. We'll reply with where to send it, so we know it's coming.
• You pay the return postage, and the parcel is your responsibility until it reaches us, so we suggest a tracked service. Original shipping isn't refunded.
• Once we've received and checked the jar, we'll refund what you paid for it, after any bundle price and discount.
• For hygiene reasons, we can't accept opened jars back for change of mind, or jars that have been damaged after delivery. This doesn't affect your rights if a product is faulty. If it's your first jar, see our First-jar promise.
• For subscriptions, you can skip, pause or cancel up to 24 hours before your next charge. See our Terms and conditions for details.

7. First-jar promise

If your first jar isn't for you, we'll refund what you paid for it. There's no need to send it back.

• Who it's for: new customers, on their first paid order with us. We treat email addresses that reach the same inbox as one customer.
• What it covers: one jar of a formula in that order. A partly used jar is fine.
• Time limit: claim within 30 days of delivery. The 30 days start on the day the courier records your order as delivered.
• How often: one claim per customer and per delivery address.
• How to claim: use our First-jar promise form: the email you ordered with, the formula, and a few words on what didn't work for you. We check every claim against our order records, and we may ask you for more details, such as your order number or a photo of the jar. You can ask to swap to a different formula instead of a refund, and we'll ship the new jar free.
• What we refund: the price you paid for that jar, after any bundle price and discount (for a bundle, the jars' total after discounts divided by the number of jars), to your original payment method, within 5 business days of approving your claim. Shipping isn't refunded.
• When we may decline: acting reasonably, we may decline a claim that doesn't meet these conditions, for example a second claim from the same household, or that appears to be abuse, such as several claims by one person through different emails, accounts or addresses, or jars bought to resell. It doesn't apply to orders paid with stolen payment details, or while the payment is disputed with your bank. If we decline a claim, we'll tell you why, and you can ask us to look at it again.
• We may change or end the promise for future orders. Orders placed before a change keep the promise as it was when they were placed.

The First-jar promise is extra to your rights under the Consumer Guarantees Act and the Fair Trading Act, not instead of them. If a product is faulty or not as described, see Faulty or not as described: those rights have no 30-day limit and don't depend on this promise.

8. Subscriptions

Subscription jars are covered by the same delivery, faulty product and change of mind rules as any other jar. You can cancel at any time from your account, and skip, pause or change your subscription by messaging us at least 24 hours before your next charge. Our Terms and conditions have the details.

9. Refunds

• Refunds go back to your original payment method within 5 business days of us approving them. Your bank may take a few more days to show them.
• If you paid with a buy now, pay later service, such as Afterpay or Klarna, the refund goes back through that service, and its terms decide how it's applied.
• For a gift, we refund the person who paid for the order.
• If you've disputed the payment with your bank, we'll wait for the dispute to be settled so you aren't refunded twice.
• We may decline a return, refund or claim that appears to be fraudulent or abuse of these policies. This never affects your rights under the Consumer Guarantees Act.