Returns & Exchanges

We can only accept returns for damaged goods that are not opened. Please note that all return requests must contact [email protected] within 7 days of receiving your order.

Unfortunately, we also cannot accept returns or refunds for ‘change of mind’ once a purchase has been made.

• We don't offer any refunds, only exchange or store credit. 
• Items must be returned to The Facialist within 7 days of receiving the goods.
• Items not received in this time frame will not be accepted.
• Items must be received in the condition it was sent out in.
• It must not be damaged, opened or used.
• Items must be returned by tracked postage.
• All return shipping costs will be at the expense of the customer.

To return an item, contact [email protected] within 7 days of receiving your purchase. Once contact has been made, you will be authorised to return the item.

Our Guarantee

If we prescribe a product via our skin prescriptions or in-store experience and you have a reaction to a product, or find that product does not work on your skin. Please contact [email protected] within 30 days of purchase, and we will find you an alternative that you love. 

The Facialist online provides shipping within New Zealand and Australia.

Packaging
At our online skincare store, we are committed to providing you with natural skincare products that align with our values. When you place an order with us, we take extra care to ensure that your products are packaged in an environmentally conscious way. Your order will be wrapped in acid-free tissue paper and delivered to you in either a compostable plant-based courier bag made from corn starch or a recyclable biodegradable box. We believe that every step of the ordering process should be aligned with our values, from sourcing to delivery.

New Zealand
Delivery Time: 1-3 Working Days
Includes Tracking Number
Free for orders over $99

Australia
Delivery Time: 7-10 Working Days
NZD $25.00
*Please note that unexpected delays may occur i.e courier delays or customs, which is out of our control and responsibility.