Shipping policy

Last updated: 31 May 2026

This Shipping & Delivery Policy forms part of our Terms of Service and should be read together with them. By placing an order, you agree to this policy.

As a New Zealand business, we comply with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986. We sell worldwide, and consumer laws differ from country to country. Wherever you live, you may have additional rights under your local consumer laws, and we will comply with any such laws that apply to your purchase. We will never attempt to limit any statutory rights you hold.

Order Processing and Fulfilment

All orders are processed by our fulfilment warehouses. To provide you with fast delivery, our fulfilment warehouses process most orders promptly. Please note that order processing time (the time it takes to pack and hand your order to the carrier) may not be included in the shipping time (time in transit).

Most orders are processed within 1–5 business days. Business days are Monday to Friday and exclude weekends and major holidays. During periods of high order volume, processing times may be delayed. If you have not received a tracking confirmation email within 5 business days of placing your order, please contact us.

Once your order has been processed by our warehouse, it cannot be modified. If you notice an issue with your order, please contact us immediately.

Sharing Your Details with Fulfilment Partners

To fulfil and deliver your order, we share information such as your name, shipping address and contact details with our third-party fulfilment partners and delivery carriers, which are located overseas, including in China. We share only what is necessary to deliver your order. By placing an order, you authorise this disclosure. For full details, please see our Privacy Policy.

Incorrect Address

Please double-check your shipping address, including any apartment or suite numbers, before completing your order. It is the customer’s responsibility to ensure all shipping and contact details entered at checkout are accurate and complete.

We cannot be held responsible for parcels that are lost, delayed, or returned due to an incorrect or incomplete address provided by the customer. If you notice an error after placing your order, contact us immediately. We will do our best to update your address before your order is dispatched, but we cannot guarantee changes once processing has begun.

If a package is returned to us due to an incorrect address, or a failure to collect it from a local post office or carrier facility, the customer may be responsible for the cost of re-shipping the item, including any return shipping fees and the cost of a new shipping label. We will contact you to arrange re-shipment at your expense. No refunds will be issued for packages that are not collected because of an error on the customer’s part.

If you request a refund for a returned parcel rather than re-shipment, we will refund the cost of the goods. Original shipping fees and any return or handling costs are non-refundable. This does not affect any rights you have under applicable consumer law.

Delivery Timeframes

Estimated shipping timeframes are calculated and displayed at checkout. As our products are sourced from international fulfilment partners, all timeframes shown are estimates only and are not guaranteed.

• Delayed deliveries: deliveries can occasionally be delayed by factors outside our control, including customs clearance, carrier disruptions, severe weather, strikes, or global events. We recommend allowing extra time during public holidays and peak shopping seasons.

• Split shipments: if you order multiple items, they may be sourced from different warehouses and shipped separately, so they may arrive in multiple packages on different dates. This is normal and does not indicate a lost parcel.

• Shipping costs: if any shipping rates apply, they will be calculated and displayed at checkout prior to payment.

• Significant delays: if your order has not arrived within a reasonable time after the estimated delivery date, please contact us and we will do our best to assist. We comply with all applicable consumer laws regarding delivery.

Tracking Information

Once your order has been dispatched, you will receive a confirmation email containing your tracking number and a link to monitor your shipment. Please allow up to 5 business days from dispatch for tracking information to be sent.

• Tracking updates: tracking can take several days to update after dispatch, particularly for international shipments. A lack of immediate updates does not mean your package is not moving — this is normal, especially while your order is in transit between countries or clearing customs. We recommend checking your tracking link periodically rather than daily.

• If your tracking has shown no movement for an extended period, or your order has not arrived by the estimated delivery date, please contact us and we will look into it for you.

International Shipping, Customs & Duties

All international orders may be subject to import duties, taxes, customs fees, and VAT/GST upon arrival in the destination country. These charges are determined by your local customs authority and are the responsibility of the customer. We are not responsible for these charges.

If you are unsure what charges may apply, we recommend checking with your local customs office before placing your order.

• Customs delays: international packages can occasionally be held by customs for inspection, which may add to your delivery time. This is outside our control and is not reflected in the estimated timeframes shown at checkout.

• Packages held or returned by customs: if a package is held by customs due to unpaid duties or taxes and is subsequently returned to us, the customer will be responsible for any return shipping costs. Original shipping fees are non-refundable in these circumstances.

Delivery Issues & Lost Packages

Package marked as delivered but not received. If your tracking shows your package as delivered but you have not received it, please first check around your property, with neighbours, your building manager, and your local post office or carrier facility, as parcels are sometimes left in a safe place or held for collection. If you still cannot locate it, please contact us. We will provide proof of delivery, liaise with the carrier on your behalf, and work with you to resolve the matter, which may include arranging a replacement. This does not affect any rights you may have under applicable consumer law.

Stolen packages. If your package is confirmed as delivered but is subsequently stolen, we recommend filing a report with your local authorities and checking whether your home or contents insurance provides cover. While theft after delivery is generally outside our control, please contact us and we will assist where we can.

Lost in transit. If your tracking has not updated for 30 or more consecutive days, we consider your package lost in transit. Please contact us and we will open a claim with the carrier. Once loss is confirmed, we will arrange either a full replacement or a complete refund — whichever you prefer.

Damaged on arrival. If your product arrives damaged, please contact us as soon as possible — ideally within 7 days of delivery — with clear photos of the damaged item and the original packaging, so we can resolve it quickly. We will arrange a replacement or refund as appropriate. Contacting us promptly helps us assist you, but does not affect any rights you have under the Consumer Guarantees Act 1993 or other applicable consumer law.