Support & Information

Welcome to Max & Louie. These terms cover how we work together when you shop with us. We've written them to be clear and human — no dense legalese. By placing an order you're agreeing to what's below.

Orders & payment

When you place an order, you'll receive an order confirmation by email. That confirmation is an acknowledgement that we've received your order — a contract is formed once we've accepted it and dispatched your items. We reserve the right to decline or cancel an order (for example, if an item is out of stock or there's an obvious pricing error), and if we do, we'll refund you in full. Payment is taken securely at checkout through Shopify Payments and the other methods shown at checkout.

Product pricing

All prices are shown in New Zealand Dollars (NZD) and include GST where applicable. If a genuine pricing error slips through, we'll contact you before dispatch to confirm whether you'd like to continue at the correct price or cancel for a full refund.

Product availability

Because we make in intentionally small runs, popular shades and products can sell through. If something you've ordered becomes unavailable after you've paid, we'll let you know quickly and offer an alternative, a backorder, or a full refund — your choice.

Promotions & discount codes

Discount codes and promotions are valid for the stated period only, can't be used together unless we say so, have no cash value, and can't be applied to previous orders. We may withdraw or change a promotion at any time. One code per order unless otherwise stated.

Gift cards

If gift cards are available, they're redeemable online towards any purchase, don't expire, and can't be exchanged for cash. Treat them like cash — we can't replace lost or stolen gift card codes.

Shipping

We ship across New Zealand, to Australia, and to a growing list of countries worldwide. Full details and current rates are in the Shipping Information section. Delivery timeframes are estimates, not guarantees, as couriers are ultimately outside our control.

Returns & exchanges

We want you to love what you buy. Our full policy lives in the Returns & Shade Guarantee section. Nothing here limits your rights under the New Zealand Consumer Guarantees Act 1993.

Shade Match Guarantee

If you use our Personal Shade Match service and the shade Nat recommends isn't right for you, we'll exchange it. See Returns & Shade Guarantee for how it works and our Shade Match Promise for how we handle your photo.

Product information disclaimer

We describe our products as accurately as we can, and our formulas are designed with mature and sensitive skin in mind. Even so, everyone's skin is different. Our content isn't medical advice, and we can't guarantee a product will suit every individual. Always patch test, read the full ingredient list, and stop use if irritation occurs. If you have a specific skin concern or allergy, check with a healthcare professional first.

Limitation of liability

To the extent permitted by law, Max & Louie isn't liable for indirect or consequential loss arising from the use of our products or website. Our total liability for any claim is limited to the value of the product purchased. Nothing in these terms excludes liability that can't be excluded under New Zealand law, including under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Intellectual property

All content on this site — our name, logo, product names, photography, text and design — belongs to Max & Louie and may not be copied, reproduced or used without our written permission.

Governing law

These terms are governed by the laws of New Zealand, and any disputes will be dealt with by the New Zealand courts.

Questions?

We're happy to help — reach us any time through our contact page.

Your trust means everything to us — especially when it comes to something as personal as a makeup-free selfie. This policy explains, in plain language, what we collect, why, and the control you have over it.

What information we collect

• Order & account details — your name, email, delivery address, phone number and order history.
• Payment details — processed securely by our payment providers; we never see or store your full card number.
• Shade Match photos — any selfie you choose to send us for a personal shade recommendation.
• Messages — anything you send us through forms, email or reviews.
• Site usage — basic analytics like pages visited and device type, to help us improve.

How we use your information

To process and deliver your orders, provide your personal shade recommendations, answer your questions, send you emails you've asked for, prevent fraud, and make the store better. That's it — we don't collect anything we don't need.

Shopify checkout

Our store and checkout run on Shopify, which securely stores your order and account information on our behalf. You can read how Shopify handles data in its own privacy policy.

Klaviyo email marketing

If you sign up for our newsletter, we use Klaviyo to manage our list and send you emails. We only email you if you've opted in, and you can unsubscribe from any email in one click, any time.

Cookies

We use cookies to keep your cart working, remember your preferences, and understand what's useful on the site. You can control or clear cookies in your browser settings; some features may not work as smoothly without them.

Payment security

Payments are encrypted and processed by PCI-compliant providers through Shopify. Your full card details never touch our systems.

Third-party services

We share the minimum necessary with trusted partners who help us run the business — for example our shipping couriers, Shopify, Klaviyo and our reviews provider. They can only use your information to provide their service to us, never for their own purposes. We never sell your personal information.

Your Shade Match photos

Photos you send for a shade match are treated with extra care: seen only by our shade-matching team (usually Nat), never shown publicly, never used for marketing without your written permission, never sold, stored securely, and deleted on request. Full detail is in the Shade Match Promise section.

Your rights

You can ask us to show you the information we hold about you, correct it, or delete it — including any shade-match photo. Just get in touch and we'll take care of it. You have these rights under the New Zealand Privacy Act 2020.

Contact

Any privacy question or request, reach us through our contact page and we'll respond personally.

Finding the right shade starts with seeing your skin as it naturally is. We know sending a makeup-free photo can feel personal, and we don't take that trust lightly.

How we treat your photo

When you send a selfie for a personal shade match, here's our promise to you. Your photo is:

• Used only to give you personalised shade recommendations.
• Seen only by the Max & Louie shade-matching team — usually Nat herself.
• Never shared publicly.
• Never used for marketing without your written permission.
• Never sold or provided to third parties.
• Stored securely.
• Deleted whenever you ask.

How to take the best selfie

• Use natural daylight — facing a window is ideal.
• Go makeup-free so we can see your true skin tone.
• No filters — they change your colour more than you'd think.
• Keep your hair away from your face if you can.

You're in good company

Thousands of women have trusted us to help them find their perfect shade. Every photo is treated with care, respect and complete privacy.

Start your shade match

Buying foundation online can feel like a gamble. It shouldn't be — so we've made it easy to get it right, and easy to sort out if it's not.

Shade exchanges

If the shade you chose isn't quite right, we'll exchange it for a better match. Reach out within 30 days of delivery and we'll guide you — often a quick makeup-free selfie is all Nat needs to recommend the right one.

Our shade guarantee

If you used our Personal Shade Match service and the shade Nat recommended still isn't right, we'll make it right — a replacement shade at no extra cost. That's the whole point of the service: you're never guessing alone.

Money-back guarantee

Where a product simply isn't right for you and an exchange won't do, we'll offer a refund on eligible items returned in line with the conditions below. If you're unsure, just ask — we'd always rather help than lose your trust.

Return eligibility

For hygiene reasons, makeup and skincare need to be returned unused and in their original packaging, unless the item is faulty. Please contact us before sending anything back so we can help it go smoothly.

How an exchange works

1. Get in touch through our contact page with your order number.
2. Tell us what's not working — and, for a shade swap, pop in a makeup-free selfie if you can.
3. We'll confirm the best replacement and the return details.
4. Your new shade is on its way.

Timeframes

Please start a return or exchange within 30 days of delivery. Once we receive your returned item, refunds are processed within 5–7 business days back to your original payment method.

Faulty products

If something arrives damaged, faulty or not as described, we'll replace it or refund it in full, including any return postage. This is your right under the New Zealand Consumer Guarantees Act 1993, and we honour it happily.

Non-returnable items

Gift cards, and used or opened products (except where faulty), can't be returned for hygiene reasons. Sale items are eligible for shade exchange but may not be eligible for refund unless faulty.

Need a hand?

We're real people and we're glad to help. Message us through our contact page and we'll look after you.

Here's everything you need to know about getting your Max & Louie order to your door. All rates are in New Zealand Dollars and confirmed at checkout.

Our rates

• New Zealand — $8, and free on orders over $70
• Australia — $18, and free on orders over $100
• Rest of world — $36, and free on orders over $200

New Zealand shipping

We ship nationwide with tracked courier delivery.

Rural delivery

We deliver to rural addresses too — please allow an extra day or two, as rural runs are less frequent. Choosing the rural option at checkout (if shown) helps your parcel arrive without delay.

Dispatch times

Orders are usually dispatched within 1–2 business days. You'll get an email with tracking the moment your parcel is on its way.

Tracking

Every order is sent with tracking. Keep an eye on your inbox (and your spam folder, just in case) for your dispatch email with the tracking link.

Delivery estimates

Once dispatched, most North Island orders arrive within 1–3 business days and South Island within 2–4 business days. These are courier estimates, not guarantees.

Delays during promotions

During sales, launches and the busy holiday season, dispatch can take a little longer as we work through a rush of orders. We'll always get your parcel out as quickly as we can, and we appreciate your patience.

Shipping to Australia

Australia, we see you — and yes, we ship to you. Australian delivery is $18, or free on orders over $100, sent tracked with your tracking link emailed the moment the parcel leaves us. Allow a few days longer than a New Zealand delivery.

Shipping worldwide

We also ship to much of the rest of the world — including the United States, United Kingdom, Canada, Japan, South Korea, Singapore, Hong Kong and most of Europe. International delivery is $36, or free on orders over $200. Enter your address at checkout to see whether we deliver to you. Any import duties or local taxes are set by your own country's customs and are not included in our shipping rate.

Questions about your order?

We're here to help — reach us through our contact page any time.

We're a small, real team and we genuinely love hearing from you. Here's the quickest way to reach the right person.

Shade matching

Want Nat to personally choose your shades? Head to Find My Shade, tell her a little about you and attach a makeup-free selfie — she reads every request herself.

Orders

Questions about an existing order, a shade exchange or a return? Send us your order number using our contact form and we'll sort it quickly.

General enquiries

Ingredients, skin advice, or just want to say hello? Use our contact form — we'd love to chat.

Wholesale & stockists

Interested in stocking Max & Louie? See Become a Stockist to start the conversation.