FAQ

What currency are your prices in?

We have an option for all prices are listed in either New Zealand Dollars (NZD) and include GST or Australian Dollar (AUD).

When will my order be processed?

Orders placed before 2:00 PM NZST on business days are shipped the same day. Orders placed after that time, or during weekends/public holidays, are sent the next business day.

What payment methods do you accept?

We accept all major debit and credit cards, as well as other secure payment options offered at checkout such as Paypal and Afterpay.

Can I return or exchange products?

We do not accept returns or exchanges for change of mind due to hygiene standards.

What if my item is faulty, damaged, or incorrect?

Contact us within 7 days of receiving your order. Please include a description and a photo of the issue, and we’ll arrange a refund or replacement.

Please contact us at support@nuwa.co.nz

We currently ship to New Zealand & Australia

How much is shipping NZ?

• Orders over $65 NZD qualify for free standard shipping.
• Orders under $65 NZD will be charged NZ Post’s standard rates, calculated at checkout.

How much is shipping AUS?

• Orders over $125 AUD qualify for free standard shipping.
• Orders under $125 AUD will be charged NZ Post’s standard rates, calculated at checkout.

How long will delivery take?

• NZ Urban areas: 1–3 working days
• NZ Rural areas: 2–5 working days
• AUS areas: 3-13 working days
  
  Note: These are estimates provided by NZ Post.

Do you offer tracked delivery?

Yes! All packages have an option to require a signature upon delivery for your peace of mind.

What happens if I miss the delivery?

NZ Post may leave a card to collect your parcel or attempt redelivery.

What if I entered the wrong shipping address?

Please contact us ASAP at support@nuwa.co.nz if you notice a mistake. If your order hasn’t been shipped yet, we’ll do our best to update it. Once it’s with NZ Post, we may not be able to make changes.

What if my package is missing or marked as delivered but I didn’t receive it?

If your parcel is marked as delivered but you haven’t received it, first check with other members of your household or neighbors. Then contact NZ Post directly with your tracking number. Unfortunately, we’re not responsible for parcels marked as delivered and signed for — but we’ll do our best to assist where we can.

Can I send a gift to someone?

Yes! Just enter the recipient’s name and address at checkout. While we don’t currently offer gift wrapping, all our packaging is cute, clean, and eco-friendly — perfect for gifting straight from the box.

Do you include invoices in the parcel?

Nope — we keep it paperless and clean. Your invoice will be emailed to you.

Is my information safe with you?

Absolutely. We comply with the Privacy Act 2020 and only use your data to fulfill your order and improve your experience. We never sell your data.

Are your products genuine?

Yes 100%! We only stock authentic and original products. Every item we sell is sourced from trusted suppliers to ensure the highest quality and integrity.

All of our products are sourced directly from China, home to some of the most innovative and sought-after beauty brands. We work closely with verified distributors and manufacturers to bring you the latest in Chinese beauty.

Are your products cruelty-free or vegan?

We highlight important ethical beauty features right on each product page. Look out for labels like:

• Vegan – contains no animal-derived ingredients
• Cruelty-Free – not tested on animals
• Paraben-Free – free of certain preservatives

If you’re ever unsure, feel free to reach out — we’re happy to help clarify!

Is your packaging eco-friendly?

Yes! All our packaging is recyclable and designed with the planet in mind.

Are your products safe and compliant?

All our products meet New Zealand’s Cosmetic Products Group Standard. We also recommend patch testing new products, especially if you have sensitive skin.

What if I have allergies or sensitivities?

Please check the ingredients list provided on each product page. If unsure, reach out to us before ordering. We are not liable for allergic reactions.

Do you have tips for using your products?

Yes! We share tutorials, tips, and inspo on our socials — especially TikTok and Instagram. For skincare or specialty products, check each product page for directions.

How should I store my makeup?

Store your products in a cool, dry place away from direct sunlight to keep them fresh and effective.