Shipments and returns
Packages are generally dispatched within 2 days after receipt of payment and are shipped via NZ post or Fastway Couriers, with tracking. We will always provide you with a link to track your package online.
To have your parcel sent with the signature required-service, please select Fastway couriers option at check out, when placing your order. If you have other special delivery instructions, please specify them in the 'Delivery Instructions' field at check out.
How long will it take?
Packages are generally dispatched within 2 to 3 working days after receipt of payment, packages are delivered within 4 working days nationwide through NZ post and next day service (within island), 2 day service (between islands) through Fastway Couriers.
Shipping fees include handling and packing fees as well as postage costs. Transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them.
Returns and Refunds:
Your satisfaction is important to us. If you encounter any problems, please contact us.
We will not refund any losses incurred from the customer selecting an inappropriate delivery method or incorrect address.
Delivery of products will not be made until payment has been received.
If the goods are faulty or damaged Please wrap and protect your returned product well and return it to us with your order number as a reference to the address that we will provide to you by email, or contact us for more information.
Once your return has been received, a refund will be issued and an email confirmation will be sent. Refunds will be issued in the original form of payment.
We can cancel and refund a submitted order for you, as long as it has not been dispatched. Please contact us as soon as possible to prevent the dispatch of your order. The purchase balance for the cancelled item(s) will be refunded to the same payment method used to place your order.
Your items are well-protected. If your package is lost or damaged, send us an email to email@example.com, with your order details. We accept no liability for any goods lost in transit. Loss of parcels are covered by New Zealand Post and Fastway Couriers according to their terms and conditions. They provide a compensation for successful claims. We are happy to claim on your behalf for compensation and process a refund for you as soon as the compensation is approved. Please keep any damaged items and packaging in the same condition as they are received, and email us a photo. This is necessary when making a claim.
Parcels addressed incorrectly
Our address labels are automatically generated from your customer file, and any error in the input of your delivery address is your responsibility. We accept no liability for loss of parcels due to customer’s providing us with an incorrect delivery address.
Timeframes for making a claim for loss or damage
Subject to the application of the Consumer Guarantees Act 1993, claims for loss or damage must be made within:
10 days of delivery if your claim is for damage to a delivered item or missing contents;
21 days of sending if your claim is for non delivery of an item sent using a domestic postal or courier service;
For more information please visit our Delivery page.