Shipping & Returns
When can i expect my order?
Items usually will ship within two working days, are are received within 5-12 working days ... over the past 6 months we have been tracking Australia and NZ Post performance ... it seems that deliveries are are arriving closer to 10 elapsed days after shipment, particularly for customers outside of Auckland and Christchurch.
Tracking Number ?
Once your order changes to the status of 'shipped' ... you will receive an email confirmation ... tracking details will be emailed to you, we send all items with tracking now. Visit http://auspost.com.au/track/track.html and enter your tracking number to see where your parcel is.
Australia Post updates its tracking information at the following delivery stages:
While we do our best to ensure the immediate availability of all items on our site, there may be occasions when a delay is experienced. All goods in stock will be dispatched within a few working days. We will make every effort to advise you if any goods will take longer than 5 working days to dispatch.
What happens now?
You should receive an order notification within the next few hours. If not please check your email spam filter settings before contacting us. Sometimes our emails end up in the spam folder.
How will i know when my goods are dispatched?
Our notification system will keep you up to date every step of the way. 'Awaiting Fulfillment' is the default status for all orders before they are shipped. Once shipped, the status will update to 'Shipped' with the tracking details.
What if my goods take longer then expected?
First use your tracking number to see where your parcel is in the process described to the left.
Then we recommend you check:
Australia Post will conduct a missing item enquiry if you submit the form located here. This form can only be accepted 15 days after the 'shipped' date as shown on the Australia Post Tracking site. Australia Post will then commence an investigation into the delivery of your item.
In the few cases of a lost item, it has been returned to us, and at that point we can readily provide a refund or resend your item.
What if my credit card fails?
You will be notifed. The most common reason for credit cards failing is the expiry date incorrectly entered.
Where you need to return the goods as a result of our error (you received an incorrect or defective item, etc.), we will refund your purchase price plust the cost of shipping the goods to us. We will make this payment immediately upon receipt of the goods.
We understand that shopping online often carries the risk that you don't like the item when it arrives, it doesn't fit or is not what you expected. In this situation, you may return the items in a re-saleable condition with original packaging within 7 days of delivery for an exchange or full store credit - you pay the return shipping costs, and we will provide a replacement item at our cost (*note this does not apply to items under a certain price range. Contact us for details). If you'd like a cash refund, we apply a nominal $25 re-stocking fee before making the refund to your card or account.
Be sure to Email us at firstname.lastname@example.org for return shipping details and include the original packaging with your items.
Our prices are inclusive of tax payable as most items are shipped from Australia and valued below the NZ import tax threshold.
For purchases greater than $400, 15% GST will need to be applied to your order, we will contact you to make these arrangements, providing the applicable invoice and IRD details.