Shipping & Returns
New Zealand Orders - Shipping Rates
Auckland - $5 Flat rate
Rest of New Zealand (for orders under 10 kgs) - $10
Rest of New Zealand (for orders between 10-20kgs) - $20
New Zealand Orders - Estimated Shipping Times
We will try to deliver your products within the estimated shipping times. Any estimates of delivery times are made in good faith and we cannot be liable for any loss, expense, or other damage caused by any delay in delivery.
- North Island 2-3 working days
- South Island 2-4 working days
- Rural Deliveries 3-5 working days
Please email us at firstname.lastname@example.org if you are interested in an item to be shipped outside of New Zealand, and we will do our best to find a solution to ship our items internationally.
Items will be delivered to the Shipping Address specified on the checkout page when you place your order on our online store. We accept no liability for any errors or omissions made by you in entering incorrect information in the delivery instructions field.
We cannot deliver items to PO Box addresses. Should you specify a PO Box for delivery, we will contact you to verify the delivery address before your order can be processed.
We know that you will be keen to receive your item(s) from us as soon as possible, so we will do our very best to get it shipped to you quickly and without problems.
We will make every attempt possible to notify you by email to let you know:
- The courier company delivering your order(s)
- The tracking number of your order(s)
- Information about when your order(s) have been shipped
Once we have confirmed acceptance of your order, we will try to dispatch your order within as soon as we can. If there are any delays, we will try to contact you and advise you when we can expect to dispatch your order.
We reserve the right to dispatch your order in one delivery or several instalments, but we will try to advise you if your order will be delivered in instalments. Failure to deliver any installment shall not entitle you to repudiate the contract as to any installments already delivered.
Upon arrival of your order(s), please note any damage to the boxes as well as any damage to the items themselves. Photographs are helpful to assist your claim. For multiple orders, please refuse only the damaged box - there is no need to refuse the entire order, should the other boxes be undamaged and intact.
Where you believe that there is a shortage in the quantity of products delivered, please notify us by sending an email to email@example.com within 24 hours days of delivery, and allow us a reasonable opportunity to investigate the claim.
Goods leaving our premises are adequately packed. You are responsible for notifying us within 24 hours of receiving a shipment if the item(s) are damaged or otherwise not intact. Please open all crates/packaging as soon as possible. We cannot be held responsible for damaged deliveries that are not reported within 24 of receipt.
Claims for damage or loss in transit must be made against the carrier in the prescribed manner:
- Prior to acknowledging delivery to the carrier, you must ensure that the complete consignment as per the carrier's note has been received.
- Should there be a shortage or visible damage to outer packaging the carrier's note must be endorsed accordingly.
- Within 24 hours of receipt of consignment, you must ensure that all goods received are in good order and condition.
No damage claims will be considered after 24 hours of receipt of goods.
If for any reason our shipping partner is not able to successfully deliver your item(s), our shipping partner will either leave a card with instructions on where to collect the item(s), or they will attempt to deliver the item(s) to you a second time.
We reserve the right to charge you for any additional shipping costs incurred (e.g. storage re-delivery) or to cancel the sale contract. Should the sale be cancelled, we will fully refund you the amount of your purchase, minus shipping and/or storage costs.
Please note that we do not offer returns or exchanges on Sale items, so please choose carefully.
We will be happy to offer you a refund or exchange on any item(s) purchased from our website provided that:
- The item(s) are returned to us within fourteen (14) days of receiving the item(s)
- The item(s) are unused, unworn, with original tags and labels, still attached and the item(s) are in a brand new condition
- Our branded boxes are considered to be a part of the product and all packaging, promotional print collateral must be returned with the item(s). This is also to ensure that item(s) arrives back to us in a suitable and undamaged state.
Please note that return shipping costs are at the expense of the customer. We are not responsible for the loss or delay of packages being returned and suggest using a shipping service that provides a tracking number and insurance. Any exchanges will be sent back to you free of charge.
If your product fits the above requirements, send us an email on firstname.lastname@example.org and we will send further instructions on how to proceed with your return.
Refunds will be credited to your original method of payment, if the item(s) returned to us have met the criteria stated above.
Original shipping charges will not be refunded.
If your return was purchased in a currency other than your local currency, refunds will be paid in the same currency. Due to fluctuations in currency rates the amount refunded may be slightly higher or lower than the price originally paid.
Once we receive the returned item(s), we will process the refund as soon as possible, and notify you via email of the progress of your refund.
If your product fits the above requirements, send us an email on email@example.com and we will send further instructions on how to proceed with exchanging your item.
Any exchanges will be sent back to you free of charge.
However, any duties and taxes due on delivery will be payable by the customer, as these are charged by your local customs authority and are unfortunately out of our control.
Items are faulty if they are received damaged. If any item(s) are found to be faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy in terms of a refund or exchange.
Items that are damaged as a result of normal wear and tear are not considered to be faulty.
If you believe your item is faulty, you must contact us via email on firstname.lastname@example.org explaining the fault as soon as possible, but within seven (7) days of receiving the item. If the item has been misused, or the care instructions have not been followed you will not be eligible to claim the item as faulty.
If we deem that the item is faulty, we offer you the choice of a refund in your original method of payment or exchange on another item. We are not responsible for the loss or delay of packages being returned to us, and we recommend that you use a shipping service that provides a tracking number and insurance to return your item(s) to us. This policy applies to all national and international orders.
If the item being returned is faulty, at our discretion, we will credit the a standard cost of shipping cost for the costs you incurred as a result of returning the item(s) to us. These costs are at our discretion.
We reserve the right to refuse the right to return or refund on item(s) which have been returned to us which are not in an unused, unworn and brand new condition. If you would like it shipped back to you, we will take a credit card payment for the shipping costs or it will remain in our head office for 30 days before being discarded. Shipping costs will vary based on your location.
If you who wish to cancel an order after it was placed, you must contact us soon as possible. However, if the order has already been dispatched, the order will be subject to our Return conditions listed above.