Frequently Asked Questions

Frequently Asked Questions

I need to change my order or change my address. How can I do that?

Unfortunately our orders process very quickly once they've been submitted, so we are unable to make any changes. Please contact our customer service team at We're happy to assist you in any way that we can.

I'm having trouble placing my order. What's wrong?

We apologize for any difficulty you may have had while placing your order. Please contact us so we may assist you. Email us at .

My order arrived damaged. Please help?

We're sorry to hear that a portion of your order was damaged. In order to further assist you, please email us a photo of your damaged items and a screenshot of the packaging slip to so we can assist in replacing your item.
How do I return product?

We want you to be totally satisfied with your order, however we understand if a product doesn't work out and want to make the return as painless as possible. Naturally, we cannot take returns on overly used products. Please also note that we are not able to accept exchanges of products at this time.

If you wish to return a product, please do so within 30 days from the ship date for a refund on the purchase price, minus shipping, handling and other charges. Refunds will be credited to the original credit card used for payment.

Only items purchased on will be accepted. If your items were purchased at an authorized retailer, please contact that retailer directly to arrange for a return. Items purchased on cannot be returned or e xchanged at retailers that sell Nadene Lomu Cosmetics.

All returns should be mailed to:

Nadene Lomu Cosmetics Limited
PO Box 74427
205 Great South Road
Green Lane
Auckland 1051
New Zealand
Please include a copy of the original order confirmation in the package.

How do I find out the status of my order?

To find out the status of your order, please contact us at . We will be happy to assist you in any way that we can.

When is my order going to ship?

Due to high volume during any holiday season, please allow extra time for us to process your order. Thank you for your patience! Please note: All discounted items are final sale.

Most orders ship within 1 business days and arrive (domestic order) within 2-14 business depending on your location.

My package was lost?

If your package was lost and did not arrive, please contact our customer service team at . We're happy to help in any way that we can.
I've entered an invalid email address, what do I do?

Unfortunately, we are unable to send order information to an email address that differs from the one entered with the order. Please e-mail to request an update regarding your order status.

Where do you ship?

We currently ship to locations worldwide. Shipping costs will vary depending on where you are.

I live internationally. Will I have to pay duties?

While beauty has no borders, International Orders may be subject to import taxes, customs duties and fees levied by your country’s customs department upon arrival. When ordering from, the recipient of the shipment is the importer of record and is responsible for any of these import fees, as well as complying with all laws and regulations of the destination country. Nadene Lomu Cosmetics does not collect duties and taxes, and as smart as we are, we cannot predict what your particular charges may be. Customs policies vary widely from country to country, so please contact your local customs office for more information.

Why was I charged sales tax?

We collect Goods & Services Tax on orders shipped within New Zealand.

Tax is estimated at the time an order is placed and a final calculation of the actual sales tax will be reflected on your order confirmation email and packing slip.

What payment options do you accept? accepts Paypal, American Express, MasterCard and Visa.

Do you offer Gift Cards?

We currently do not offer gift cards, but we hope to in the near future. We are in the process of adding this to our online store. Please check back again soon for new offerings and updates.

Can I gift wrap my order?

We do not offer gift wrapping at this time, but we hope to in the near future. Please check back again soon for new offerings and updates.

I love your products, but I'm unsure of the shade that will fit me best?

Please email to request a shade recommendation. We're happy to help you find the shade that would suit you best.

How do I find out when a product I want is back in stock?

Our online inventory of products is constantly being updated and replenished. We invite you to check our website on a regular basis to view our in stock items. We also suggest that you join our email list—subscribers find out first when items are back in stock. Click here to subscribe now.