Is Karen Farley still family-owned?
Yes. Karen Farley has always been, and remains, 100% family-owned. Since we started in 2005, we've never sold out to a larger corporation, and we have no plans to.
We care deeply about the integrity of our products. Too often, when a small skincare brand sells out to a big corporation, the formulas quietly change — synthetic fragrances, cheap fillers, and other toxic ingredients start sneaking in to cut costs. That's never going to happen here. Staying independent and family run means we get to keep our promise: pure, natural, and organic ingredients, always.
Who runs the company?
Karen Farley is run day-to-day by Karen herself, alongside her daughter Emma. We're a small, hands-on team — which is why you'll always get to speak with a real person (Karen or Emma directly) when you call us.
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. All Karen Farley products are vegan. None of our products are tested on animals, and we do not 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?
All Karen Farley products are formulated for sensitive skin. If you have specific allergies, please check the full ingredient list on each product and patch-test before first use.
We offer a 60-Day Money Back Guarantee, so if a product doesn't suit your skin just let us know and we'll see to it that you are refunded in full.
How long do products last once opened?
Each product typically lasts 6 to 12 months once opened. Store in a cool, dry place away from direct sunlight to get the most out of them. Generally, our products are good for up to three years if unopened and up to twelve months once opened.
Where are your products made?
All Karen Farley products are made in New Zealand using locally sourced ingredients wherever possible.
What order should I use my Karen Farley products?
When it comes to the order in which to use your products, it's always best to start with your cleanser and/or exfoliator, followed by toner/hydrating mist, serums, moisturiser, oils, and lastly SPF. If you use multiple serums, always apply from thinnest consistency to thickest consistency, allowing 1 minute between each application for optimal absorption.
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 [email protected].
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 [email protected] as soon as possible and we'll do our best to help.
What's your returns policy?
If you change your mind, you can return unopened products within 60 days of delivery for a full refund. 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. If you have a reaction, you're covered by our 60-Day Money Back Guarantee — just let us know and we'll work with you to find a suitable solution, including a refund if needed.
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.
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 [email protected]
Am I a VIP member?
If you are unsure whether you are a VIP member, call us on 021 948 850 and we will let you know.
How do I become a VIP member?
VIP access is by invitation only. If you have been a customer for over 5 years, you will automatically become a VIP member, or if you are a friend or family of an existing VIP member you will be gifted lifetime VIP access — simply call us on 021 948 850 to organise access.
I canceled my VIP membership but I want it back, what do I do?
Call us and we will see what we can do.
How do I get in touch with Karen Farley?
Call us anytime on 021 948 850, either my daughter Emma or I will be happy to help you.
Or if you'd prefer to write you can email us at [email protected] — we aim to respond within 48 hours.
Why aren't you on social media?
We prefer to invest our time into our direct relationships with customers.
Do you offer wholesale or stockist opportunities?
For wholesale, stockist or brand ambassador enquiries, please email us at [email protected].