Refund policy
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. Customer service is very important to us, and we'd always rather help than lose your trust.
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.
Faulty products
If something arrives damaged or faulty, email us at sales@maxandlouiebeauty.com with a photo or a clear description of the fault. We will always stand by genuine faults and will exchange the product for you. This sits alongside your rights under the New Zealand Consumer Guarantees Act 1993, which we honour happily.
Allergic reactions
If you have an allergic reaction to any of our products, email us at sales@maxandlouiebeauty.com. We will refund the product once it has been returned to our warehouse.
Return eligibility
For hygiene reasons, makeup and skincare need to be returned unused and in their original packaging, unless the item is faulty or has caused an allergic reaction. Please contact us before sending anything back so we can help it go smoothly.
How an exchange works
- Email sales@maxandlouiebeauty.com or get in touch through our contact page with your order number.
- Tell us what's not working — and, for a shade swap, pop in a makeup-free selfie if you can.
- We'll confirm the best replacement and the return details.
- 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.
Non-returnable items
Gift cards, and used or opened products (except where faulty or where they have caused an allergic reaction), 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. Email sales@maxandlouiebeauty.com or message us through our contact page and we'll look after you.