Help
Questions, answered honestly
If you can't find your answer here, write to us, or ask Nat directly through Find My Shade.
Shades & matching
How does Personal Shade Matching work?
Send Nat a makeup-free selfie taken in natural light through the Find My Shade page. She personally reviews it and emails the shades that will suit you. No quizzes, no AI, no guessing.
What if my shade isn't right when it arrives?
We'll exchange it, simply and without fuss. Get in touch within 30 days of delivery, pop in a makeup-free selfie if you can, and Nat will confirm the better match. If she recommended the shade herself and it still isn't right, the replacement is on us. Full details in Returns and Shade Guarantee.
Do I need to know my undertone?
No. You don't need to know your undertone, your season, or any beauty jargon at all. That's our job. Tell Nat what you're shopping for and she'll do the rest.
Products & routines
Are the formulas suitable for changing or mature skin?
They're designed for exactly that: creamy textures that move with skin rather than settling into it, and Prepy preparation that helps makeup wear comfortably all day.
Do I need all five Prepy steps?
No. Start where your skin needs the most help. The full ritual is there when you want it. Unsure? Ask Nat.
Can I choose different shades within a set?
Yes. Every shade in a set is selected by you, on the set's own page, before you add it to your cart.
Orders, shipping & rewards
Where do you ship, and how fast?
New Zealand: $8, free over $70. Australia: $18, free over $100. Rest of world: $36, free over $200. Orders are dispatched within 1 to 2 business days and sent tracked. Most North Island orders arrive in 1 to 3 business days and South Island in 2 to 4. Full details in Shipping Information.
What is your returns policy?
Shade exchanges within 30 days of delivery, no fuss. Refunds on eligible items returned unused and in their original packaging, processed within 5 to 7 business days. Anything faulty or damaged is replaced or refunded in full, including return postage. Read the full Returns and Shade Guarantee.
How do Beauty Points work?
Every $1 you spend earns 1 point, creating an account earns 50, and your birthday earns 100. Every 10 points takes $1 off, and you can put your whole balance on one order. See the Beauty Points page.