Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund, store credit or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 Additional non-returnable items:

* Vouchers and Gift Cards

* Some health and personal care items


To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

 * Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

 * Any item that is returned more than 14 days after delivery


Refunds (if applicable):

 Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

 If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds:

If you haven’t received a refund yet, first check your bank account again  later in the day.

Then contact your credit card company, it may take some time before your refund is officially seen.

Next contact your bank. There is often some processing time before a refund is seen in your account.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@loftbeauty.co.nz or phone 09 6308208.

Sale items:

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Faulty items:

If you receive a damaged or faulty product please email info@loftbeauty.co.nz  

All faulty items are eligible to receive a refund, however please note funds can take up to 3 working days to enter your bank account once the refund has been processed. 


We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@loftbeauty.co.nz and send your item to: 414a Mount Eden Road, Mount Eden, Auckland, N, 1024, New Zealand.

Change of mind:
If you’ve had a change of heart about an item you have ordered, we’ll need to receive it back to us unopened and unused, in the original packaging. Items can be exchanged to something else, or store credit offered.

Allergy return:
In the rare instance you’ve had an allergic reaction to a product, please take a photo of the reaction and discontinue use of the product and contact us immediately.

Allergy returns must be less than 20% used upon arrival back with us.


To return your product, you should mail your product to: Loft Skin + Beauty, 414a Mount Eden Road, Mount Eden, Auckland, 1024, New Zealand.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

 Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.



 Feel free to give us a call on 09 630 8208, or send us a message using the form on our contact page.



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