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Shipping & Returns

Here’s all you need to know about shipping and returns.

We’re dedicated to keeping you well-stocked of your essential routine of medical-grade skincare, sunscreen and makeup.

Online Shopping and Returns

We aim to dispatch all orders that are placed Monday to Friday within 24hrs however please allow extra delivery time for weekends and public holidays.

Shipping rates are calculated as per below in NZD.

New Zealand $5

Free shipping on orders all over $299

– All New Zealand shipments are made through Tracked Couriers and generally take 2-3 working days.

– All NZ orders must be signed for upon delivery.

– No PO Boxes.

– Use your supplied tracking number any time to see your progress (this will be sent you in an email once your order has been packaged).

– If you do not receive a track and trace email, please email us at

Online Shopping Restrictions

Our skincare ranges are medical-grade, therefore we require you to be a registered member with The Face Place Medspa in order to purchase some of our highly active products and serums online. In order to become an active member you need to have had an Initial Skin Consultation within the last year. Once our team has checked that you have, your account will be made active and you will receive a notification.

You can however purchase some of our medical-grade skin care, sunscreen and makeup without being a member. Those that can’t be purchased without member access will have a lock symbol on the product. 

Please note SkinBetter Science products are not available in the online store. This brand is for purchases in clinic only.


We want you to be happy with your purchase and for any reason you are not satisfied, return the item in its original condition within 14 days for a full refund, less shipping costs.

The Face Place is not responsible for returns postage fees and original shipping charges are non refundable. Products must be unopened.

Please remember we do not exchange or return the following: Any items not returned in their original condition.

If upon delivery your item is defective please let us know by email We will arrange for a replacement to be sent to you, dependent on stock availability or we will refund or credit your online account for returns. The Face Place cannot be held responsible for reimbursement or compensation for lost return packages sent to us, without proof of delivery. We highly recommend you track and insure your return package.

Our Returns Process (14 days)

  1. Send an email to with your intent to return, using your invoice number as your reference.
  2. Ship your package using a traceable, insured shipping method. The Face Place cannot accept responsibility for packages we do not ship. Please keep the tracking details for your own records.
  3. You will receive an email once your return has been received and processed. Please allow 5 business days from the time we receive your return for it to be processed.

Please Note: Packages received at The Face Place after the 14-day window will not be accepted and will be sent back to you.

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