Shipping policy

COVID Update

NZ CUSTOMERS: Our domestic shipping with Post Haste is back operating to normal service timeframes.

AUSTRALIAN CUSTOMERS: We offer air economy and express courier shipping at checkout. For AU express shipments, depending on your location we will use one of FedEx or DHL Express.

The NZ Post Air Economy service is usually a 3-6 working day service. However, some shipments may experience delays due to government restrictions and reduced flight schedules associated with the pandemic.

The express courier services are currently experiencing delivery timeframes anywhere from overnight to 5 working days.

UK CUSTOMERS: We also offer air economy and express courier options at checkout.

The NZ Post Air Economy service is usually a 6-10 working day service. However, some shipments may experience delays due to government restrictions and reduced flight schedules associated with the pandemic.

As per the above, the express services with DHL Express and Fedex are very reliable, and should arrive anywhere between 2-6 working days.

All our shipping partners are implementing contactless pick up and drop off of parcels.

Order Confirmation & Shipment Tracking

Once your payment has been processed, you will automatically receive confirmation and shipping tracking emails for your order. 

Cancellations

If you wish to cancel your order, please do so as soon as possible after payment. If your parcel has been dispatched, we will need to go through the returns procedure, and you will be liable for the cost of shipping.

Shipping Process & Costs

We dispatch items from our facility in Auckland, New Zealand, and aim to pack and ship within 1 day of receiving your order. All orders are picked, packed and shipped during weekdays, except on public holidays.

We offer free shipping to ANZ for orders valued over NZD $150, and to the UK for orders valued over NZD $200. Otherwise, shipping costs are calculated at checkout. For any sudden variations to shipping costs outside our control, or for any customer addresses that are deemed outside of our normal shipping service area, we reserve the right to refuse fulfilling orders and/or to re-negotiate shipping costs.

We use New Zealand based post and courier services for all deliveries. Unless otherwise stated, New Zealand and Australia based customers can expect items to be delivered within the service provider's target timeframe from pick-up / fulfilment confirmation.

Other international customers can expect items to be delivered in the timeframes shown at checkout.
These are normal service target timeframes set by our freight service providers, and can at times vary due to unforeseen circumstances out of our control. We do not take liability for any delays caused to their service or network, or for any loss of items sold while in the freight service provider's possession. That said, in rare cases when these issues occur, we are here to help our customers reach the right outcome, while working with our service providers.
We only ship to selected international juristictions. International shipments may be subject to import duties & taxes depending on the relevant jurisdiction. These are the responsibility of the customer, unless otherwise stated on our website.

Shipping of Returns & Exchanges

You can submit returns in accordance with our Returns & Refunds Policy. 
Customers are liable for the cost of returns shipping to us, and any subsequent shipping of exchanges back to you. We will not be held liable for the loss, theft, damage or any costs incurred in returning the goods back to us.
However, if the item(s) are damaged or defective due to our fault, and/or the item(s) we send that are inconsistent with your order, we will cover the cost of shipping.

 

To ship your returned items, follow instructions set out in your returns centre request approval. It’s important to follow this procedure to ensure the return is lodged in our system, and you can generate the correct return references / labels.
Make sure you get them back to us in good time - we reserve the right to refuse returns received 30 days after the time your request is approved.
Make sure you play by the rules - we reserve the right to refuse any received item(s) that are inconsistent with your returns submission / approval. In such cases, you will be liable for the subsequent shipping costs of getting item(s) back to you.