FAQ at LoveMy Makeup NZ

Who is LoveMy Makeup?

LoveMy Makeup is fully NZ owned and operated retailer. We started retailing makeup in 2012 and our head office is based in Auckland.

What are your freight charges?

For orders under $35 freight is $6.00 per order

For orders over $35 freight is FREE

Once your order has been packed you will receive an email with the Courier Trace and Track details so you follow your parcel’s progress. Orders usually take 1-3 business days to arrive depending on your location.

Can I pick up an online order in store?

Unfortunately no. All items ordered online are shipped from our warehouse. Orders will be sent to you via Track and Trace courier.

What payment methods do you accept?

We accept Credit Cards (Visa, Mastercard, Amex), Bank Transfer, Afterpay, LayBuy, ZIP, Genoapay & Paypal

How do I know that your products are genuine and not fakes?
Firstly it is illegal to sell fake or counterfeit goods in New Zealand! We are far too big and been around far too long to not know what we are offering.

We are 100% confident all products we stock are authentic.

We only buy from well known, trusted sources that are legitimate businesses stocking authentic products.

I've bought product from your shop but can't find it on the on-line store or vice versa. Why?

Although the website and retail stores are both owned and operated by LoveMy Makeup they do operate independently.

Our website stocks the full product range of many of NZs favorite brands. There are just too many products online to have stocked in our stores, but rest assured we do have all stock shown on the website at hand and it will be shipped promptly from our Auckland based warehouse when you place an order. We do have a large selection of clearance goods available online too!

Our retail stores concentrate on fast turnover of hundreds of new products every month at reduced prices so it isn't always viable to try and keep all of these products up on the internet. One of the exciting things about shopping in store is you can never be sure of what bargain you might fine but we just don’t have room for all the products we stock online in our stores.

What happens if there is an issue with my purchase?

We think makeup shopping should be an enjoyable, fun experience and we really want you to be happy with your purchases!

ONLINE: If any of your items are missing, arrive broken or appear faulty, please contact us immediately via email (online@lovemy.co.nz). Please include your order number, a message describing the issue and a photo so our team can work with you to get the issue resolved promptly. Please do not dispose of any items until we have the issue resolved.

What happens if I no longer want the item I ordered?

We think makeup shopping should be an enjoyable, fun experience and we really want you to be happy with your purchases!

ON-LINE: If you change your mind about an item you have ordered please email us within 7 days detailing your order number and the item you wish to return. You will need to cover the courier cost for the return shipping of the item. Once we receive the item back in its original purchase condition, packaging unopened, unused, unmarked and not defaced in any manner we will process a credit note for the cost of the item.

I have sighed up to LoveMy Makeup's VIP points program in-store. Why can't I log in online?

At the In-Store signup we do not ask for a password or a lot of other information like your address.

You will need to create an account here on our website using the same email address as your in-store signup. This will then update your account details and your VIP points can then be earned and redeemed both in-store and online.