Parcel Damaged or Lost During Delivery
If your order is damaged during delivery or goes missing during delivery, you must contact us within 14 days from your order being dispatched.
If your item is damaged, we require a photo of the item including the packaging that it arrived in. We require this information to forward to the couriers so they can process a claim and we can replace the item.
We aren't able to process any claims for damaged or missing parcels outside of this timeframe.
Important: International orders (orders sent outside NZ) aren't eligible for a refund or replacement should the parcel go missing unless the parcel is tracked. Therefore we always recommend paying for tracking on all international orders. Click here for delivery fees.
We will always refund your item if it doesn’t meet consumer guarantee requirements. Generally, we don’t provide refunds if you simply change your mind, but each instance will be assessed on a case by case basis. We reserve the right to treat each refund request on a case-by-case basis, and therefore we may accept or decline a refund at our discretion (unless subject to consumer guarantee requirement).
Our policy lasts 14 days. If 14 days have gone by since your order was dispatched, unfortunately, we can’t offer you a refund or exchange.
Some types of goods are exempt from being returned due to hygiene reasons.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us and send your item to: PO Box 572, Cambridge 3450.
To return your product, you should send your product to: PO Box 572, Cambridge 3450.
You will be responsible for paying for your own delivery costs for returning your item. Delivery costs are non-refundable. If you receive a refund, the cost of return delivery will be deducted from your refund.
If you are sending an item of high value you should consider using a trackable delivery service or purchasing delivery insurance. We don’t guarantee that we will receive your returned item.