Frequently Asked Questions
Products & Ingredients
Are your products natural and organic?
Yes. All products are made with pure, natural, and organic ingredients wherever possible. We avoid parabens, sulphates, mineral oils, synthetic fragrances, artificial colours, propylene glycol, nanoparticles, plastic microbeads, GE-modified extracts, and palm oil.
Are your products vegan and cruelty-free?
Yes. None of our products are tested on animals, and we don't use any animal-derived ingredients.
Do your products contain fragrance?
No artificial fragrances. Any scent comes naturally from the plant-based ingredients themselves or from pure essential oils.
Are your products suitable for sensitive skin?
We have a dedicated range for sensitive skin. If you have specific allergies, please check the full ingredient list on each product page and patch-test before use.
How long do products last once opened?
Each product has a "period after opening" (PAO) symbol on the packaging — typically 6 to 12 months. Store in a cool, dry place away from direct sunlight to get the most out of them.
Where are your products made?
Our products are made in New Zealand using locally and ethically sourced ingredients wherever possible.
Orders & Shipping
How quickly are orders dispatched?
We aim to dispatch within 1–2 working days, and no later than 5 working days. You'll receive a dispatch confirmation email with tracking details once your order is on its way.
Where do you ship to?
We ship throughout New Zealand. For international enquiries, please contact us at enquiries@karenfarley.com.
How much is shipping?
Shipping costs are calculated at checkout based on your location and order details.
What payment methods do you accept?
Visa, MasterCard, American Express and Afterpay. All prices are in NZD and include GST.
Is my payment information secure?
Yes. Our site uses SSL encryption and we don't store any card details on our servers.
Can I change or cancel my order?
Yes, as long as your order hasn't been dispatched. Email enquiries@karenfarley.com as soon as possible and we'll do our best to help.
Returns & Refunds
What's your returns policy?
If you change your mind, you can return unopened products within 14 days of delivery for a full refund. Products must be unused and in their original packaging. Return shipping is at your cost for change-of-mind returns.
What if my product is faulty or damaged?
Under the Consumer Guarantees Act 1993, you're entitled to a replacement or refund for any faulty product. Email us with photos and your order number and we'll sort it out — including covering return shipping.
What if I have a reaction to a product?
Stop using it immediately and get in touch. While our ingredients are natural, individual sensitivities can vary. We'll work with you to find a suitable solution.
How long do refunds take?
Once your return is received and assessed, refunds are typically processed within 5 working days back to your original payment method.
Account & Membership
Do I need an account to order?
No, you can check out as a guest. Creating an account makes future orders faster and lets you track your order history.
What is the VIP Members area?
Our VIP Members area is invitation only. If you've been given an access code, enter it on the Members page to unlock.
I have a promo code, where do I enter it?
Click "Enter promo code" in the site header or apply it at checkout.
How do I unsubscribe from emails?
Use the unsubscribe link at the bottom of any email, or email enquiries@karenfarley.com
Brand & Ethics
Why aren't you on social media?
We prefer to invest our energy into the products and our direct relationships with customers.
Is your packaging recyclable?
Most of our packaging is either reusable or recyclable. We're continually working to reduce our environmental footprint.
Do you offer wholesale or stockist opportunities?
For wholesale, stockist or brand ambassador enquiries, please email enquiries@karenfarley.com.
How can I get in touch?
Email enquiries@karenfarley.com — we aim to respond within 1–2 working days.