Updated 21 December 2021
Returns and Refunds
Q. Does Thin Lizzy offer refunds?
A: Unless purchased at a clearance rate (60% or more off the full price), our goods are sold subject to a 30-day money-back guarantee and in some cases, an additional money back guarantee period or a risk-free trial period may be agreed with you. This is only applicable to products bought online, through our call centre or during Live Events (this does not apply to products you purchase from a retailer).
Please refer to paragraph 3 of our Terms and Conditions to find out when and how you can return a purchase and receive reimbursement.
Q. What if my product was received damaged or faulty?
A: You are entitled to a replacement, repair or refund if you receive your product damaged or faulty. For more information, please refer to paragraph 4 of our Terms and Conditions.
Q. If I bought a Thin Lizzy product in store, am I able to return it?
A: Unfortunately, if you bought a product directly from a retail store (both in-store or via their website/online platform) you are unable to return it to us. If the product is damaged or faulty, it must be returned to the retail store and is subject to the store’s return policy.
Q. I ordered the wrong shade online - can I exchange for another shade?
A: We understand it can be difficult to order your correct shade online. This is why we offer a Colour Swap Guarantee on Thin Lizzy foundations, mineral powders, concealers and 6in1. Our colour swap guarantee is valid only within thirty (30) days of the initial purchase and only applicable once per order.
Q: I have sent my product back, when will I see the refund?
A: Once the goods are returned to the warehouse, please allow 7-14 days for this to be actioned and processed back to your card.
Q: What do I do with RMA number?
A: Put your return authorisation number (RMA) on the inside and outside of the package for clear identification at the warehouse. Please do not write your RMA on the original product packaging.
Q: Do I have to pay for return shipping?
A: Yes, it is your responsibility to pay for return shipping of the product if you decide not to keep it.
Q: What is the standard delivery timeframe?
A: We aim to have your order delivered within 14-21 days.
Q: Do I need to sign for my delivery?
A: For courier deliveries, a signature is not currently required. You can request with the courier that deliveries are left on your property; however this is not advised as you (the customer) would be liable for the goods if they were stolen or lost.
For small items that can be sent via NZ Post, you will receive these in your normal mail delivery.
Q: Can I redirect to a different address after the parcel has left the warehouse?
A: This option is no longer available. Please contact us for further information.
Q: What if the delivery has taken over 14-21 working days?
Q: Can I get my order sooner via express delivery?
A: We do not have an express delivery option. The standard delivery time frame is up to 21 working days.
Trials and Payments
Q. How does the 30-day risk-free trial work?
A: We believe in the quality of our products but recognise that in some instances the product may not be quite right for you. That’s why we offer a “30-day risk-free trial” for all products except products purchased at a clearance rate (60% or more off the full price). You can use the product for 30 days and if for any reason you wish to return the product, you may contact us within the first 30 days from receipt of the product and arrange to return the product and receive a refund. You must meet the cost of returning all products unless we agree otherwise and subject to any statutory obligations. Refunds are limited to the purchase price paid for the product. No refunds will be given for the processing and handling fee (‘P&H’) (P&H includes postage, delivery and other logistics services).
Q. Where can I find more information about the 30-day risk free trial and the return process?
A: Please refer to our full Terms and Conditions.
Q: Why hasn’t the payment been taken out of my account?
A: We only take payment from your account when we ship your order. You should typically see payment taken 24-48 hours after placing your order.
Q: Are my credit card details secure?
A: Your details are encrypted, therefore cannot be viewed by anyone. We can only see the last 4 digits of the card so we can confirm payment details with you.
Q: Do you charge interest on a payment plan?
A: Absolutely not! Our payment plans are interest-free to make your purchase more flexible and affordable for you.
The payment plans are an agreement that you will pay the agreed regular instalments. If you are overdue or default on these payments, then interest could be incurred. Further information can be found within our Terms and Conditions.
If your situation has changed since starting a payment plan and you are having financial difficulties, please contact us to arrange an alternative agreement.
Q: Can I change my method of payment on my payment plan?
A: Yes, there are various payment options available. Please contact us to request a change.
Q: I am having trouble making my payments – what should I do?
Talk to us! If your situation has changed and you are having financial difficulties, please contact us to arrange an alternative agreement.
Accounts and Order History
Q: How can I find my order number?
A: You can find your order number in several places: on the email order confirmation, shipping confirmation or on your invoice.
Q: How do I set up an online account?
A: Setting up an online account is fast and easy. You will have the ability to track orders and save information for efficient check-out. You can do this at the end of your first purchase or select “Create Account” in the main navigation.
Q: Can I view my order history?
A: If you have registered for an online account and purchased an item through our website, you can view your order history by logging in to your account.
Q: How do I update my details on my online account?
A: Simply login to your account and select “My Account” – you can edit your name, address and payment information directly there.
Q: Can I purchase online without registering?
A: Absolutely. We offer a simple check-out process for those not wanting to register. Just select “No” when prompted to register at the final step of check-out.
Q: Why isn't my discount code working?
A: Discounts are not visible in the cart. You must click through to the checkout page to see them. Some discounts may have minimum and/or maximum value criteria for cart price and shipping cost; these discounts will not work outside these values. So please read the terms and conditions of the specific code.