Shipping

All orders ship with door-to-door tracking, wherever you are.

We calculate and show your shipping cost at checkout, before you enter any payment details.

Rates

New Zealand

$10.00 — free over $100
3–5 business days with NZ Post

Australia

$15.00 — free over $120
3–5 business days with Team Global Express

Asia

$38.00 — free over $270
3–5 business days with FedEx

US & Canada

$38.00 — free over $270
4–5 business days with FedEx

UK & Europe

$38.00 — free over $270
4–7 business days with FedEx

Rest of the world

$38.00 — free over $270
5–7 business days with FedEx

All prices in New Zealand dollars.

Shipping questions? Contact us.

Remote and out-of-zone addresses

Some addresses fall outside our couriers’ standard delivery zones. FedEx and other carriers apply an additional surcharge to these, which can be substantial and which we can’t see when you order.

Free shipping and our flat rates apply to standard delivery zones. We absorb the first $10.00 of any out-of-zone surcharge ourselves. If it comes to more than that — which is unusual — we’ll email you before we ship with the exact amount, and you can choose to:

• Pay the difference, and we’ll send it straight away
• Give us an alternative delivery address inside a standard zone
• Cancel the order for a full refund

We never charge a surcharge without asking you first.

Customs and import duties

Ordering from the United States

You won’t pay a cent more at your door. We ship ALL U.S. orders Delivered Duty Paid. The Naked Chemist covers the import duties, the U.S. baseline tariff and any other customs fees that apply.

The price at checkout is the final price — taxes, tariffs and shipping included—no bill on delivery.

Ordering from anywhere else outside New Zealand

Customs fees, import duties and local taxes may apply when your order arrives. We cover these only in the United States.

Everywhere else, your country sets these charges, not us. We can’t calculate them in advance or pay them upfront. You pay them, usually to the courier before they release the parcel.

Customs rules vary considerably, so it’s worth checking with your local customs office before you order.

• Australia — orders over AUD $1,000 may attract customs duty.
• Canada — GST or HST is usually charged on imports, and FedEx generally adds a brokerage fee for collecting it.
• United Kingdom — VAT is usually charged on imports over £39, and the courier may add a handling fee.
• European Union — VAT applies to all imports, with duty on higher-value orders.

Adding to an order you’ve already placed

If your order hasn’t been packed yet, you can add to it without being charged freight twice.

At checkout, select “Add to an existing order” as your delivery option, and include the full name and order number from your original order.

If we’ve already packed or dispatched the first order, we’ll contact you about shipping the second.

Payment

We use Stripe, PayPal and Afterpay — all internationally secure payment gateways. You can pay with an email address or mobile number.

You don’t need a PayPal account to use PayPal. Click the payment link, and PayPal will accept VISA, Mastercard, and American Express, wherever you are in the world.

Everything you enter is encrypted at the point of entry and in transit. Your details stay confidential.

You don’t need an account to buy from us, though creating one saves you time on your next order.

Returns

We want you to be happy with what you buy from us.

Our 30-day guarantee

If a product isn’t right for you, please tell us within 30 days of delivery, and we’ll refund you. That includes products you’ve opened and used — texture and scent are difficult to judge from a screen, and we’d rather you tried it.

You don’t need to send anything back. For hygiene reasons,s we can’t resell returned skincare, so keep it, pass it to a friend, or dispose of it.

Email info@thenakedchemist.com with your order ID and we’ll take care of it. One guarantee refund per product, per customer.

Damaged or faulty products

If something arrives damaged or turns out to be faulty, contact us straightaway, and we’ll replace or refund it. This sits outside the 30-day guarantee and outside any time limit — it’s your right under the Consumer Guarantees Act.

We’ve made a considerable effort to describe our products accurately. If goods are demonstrably not as described, we’ll accept them for return and refund you without argument.

Email info@thenakedchemist.com with your order ID, whether you’d like a refund or an exchange, and a photograph if the product is damaged. We’ll confirm what happens next before you send anything back — and we cover return postage on faulty goods.

If we do ask you to return something, send it in its original packaging, wrapped securely, with your name, address and order ID enclosed. We recommend a tracked service.