Frequently Asked Questions

Orders & Shipping

How long will my order take to arrive?
Australian orders typically arrive within 5–10 business days. International orders take 10–20 business days. Processing takes 1–3 business days before dispatch.

Do you ship worldwide?
Yes! We ship to customers all around the world. International orders may be subject to customs duties or import taxes, which are the responsibility of the customer.

How do I track my order?
Once your order is dispatched, you’ll receive a confirmation email with tracking details. You can also visit our Track Order page anytime.

Do you offer free shipping?
Yes! We offer free shipping on all orders over $75 AUD. Orders under $75 AUD have a flat shipping rate of $9.95 AUD.

Returns & Refunds

What is your return policy?
We offer a 30-day return policy. Items must be in their original condition, unused, with tags and packaging intact. To initiate a return, please contact us at NAIAKosmetics@gmail.com.

Can I return skincare or personal care products?
For hygiene and safety reasons, opened personal care products, skincare, and cosmetics cannot be returned unless they are faulty or damaged upon arrival.

How long does a refund take?
Once your return is approved, refunds are processed within 10 business days back to your original payment method.

Products

Are your products suitable for sensitive skin?
We carry a wide range of products including options formulated for sensitive skin. We recommend checking individual product descriptions and ingredient lists before purchasing. If you’re unsure, feel free to contact us for guidance.

Are your health supplements safe to use?
All supplements sold at NAIA KOSMETICS are sourced from reputable suppliers. However, we always recommend consulting with a healthcare professional before starting any new supplement, especially if you have existing health conditions.

Do you restock sold-out products?
Yes, we regularly restock popular items. If a product you love is out of stock, contact us and we’ll let you know when it’s back.

Payments

What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay.

Is it safe to shop on NAIA KOSMETICS?
Absolutely. Our store uses SSL encryption and is powered by Shopify, one of the world’s most trusted e-commerce platforms. Your payment and personal information are always secure.