Shipping & Returns
Our most frequently asked delivery questions are answered below.
Where do you deliver to?
We deliver New Zealand-wide using NZ Post.
How Long Will It Take?
Once dispatched, you will receive your order within 1-3 days (within New Zealand), depending on your location (RD deliveries can take longer).
All orders are tracked and we provide you with your tracking number via email.
What are the delivery terms and conditions?
Please note we are not responsible for loss or incorrect deliveries if the original input of the address was incorrect.
If you have any special instructions please add a note during checkout in the comment box.
What happens if my parcel doesn't arrive?
We use NZ Post for all packages. They are reliable, speedy and efficient. However there are rare occasions that a package goes missing and does not make it to you.
If it has been more than 8 days and there is no sign of your package, please contact us first, and then check with NZ Post (have your tracking number handy). If it turns out your package is lost, we will endeavour to resend your products as soon as possible.
RETURNS, REFUNDS & EXCHANGES
You must have purchased from our website to qualify for our returns policy.
Please email email@example.com for 3rd party sales such as Trade Me returns.
WHat is your returns policy?
We accept returns and will issue a full refund within 30 days of dispatch if you are disappointed with your order for any of the following reasons:
- The product itself is flawed;
- The quality of the product is materially different than the product you ordered.
If you are in any way unsatisfied with your purchase, please contact us firstname.lastname@example.org with your order number and concerns.
How do I return my order?
Pack the items carefully in a delivery-proof bag/box (original delivery packaging works best, usually). Along with your invoice, please include a note with the following information:
- Order number
- Your name
- Your address
- The reason for returning the items, and what you want us to do with your return – replacement/refund
Can I exchange my order for something else?
How can I get a refund?
We process the returns as soon as they have been received back to us. If there are any delays with your returns, the most likely reason is that the returned item has not been delivered back to us yet. Usually, it takes 3-5 days for the returned parcel to reach us.