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If this enquiry is related to shipping please scroll down and review our FAQS prior to sending us an email.
Shipping Enquiry's
Unfortunately, shipping challenges are an inherent part of running an online store. While 90% of our customers experience smooth, hassle-free deliveries, a small percentage may encounter delays, lost parcels, or damaged items. As outlined in our shipping policy, these issues are beyond our direct control, and we have limited ability to instantly resolve problems caused by third-party carriers.
That said, customer satisfaction remains one of our top priorities, and we will do everything we can to resolve any issues as quickly as possible.
Before lodging an enquiry, please check your tracking number and review our FAQs, as they may help clarify your situation and set realistic expectations for the resolution process.
We ship hundreds of orders a month and not all of them are the same. After the label is created and its picked up by the courier we've found some wont receive a tracking update till its delivered or sometimes not at all.
For Australian Orders it pays to input your tracking number into Australia Posts tracking tool as this can sometimes offer better tracking. - Australia Post
Although we strive to maintain situational awareness of all outgoing parcels, tracking issues can sometimes make it challenging to monitor deliveries.
For domestic parcels, please contact us if your package hasn’t arrived within 4 days.
For international parcels, please reach out after 20 days.
While our time frames are well within standard delivery expectations, if your parcel appears stuck in a particular location for more than 5 days—especially for international shipments—please let us know. We can then contact NZ Post to follow up, expedite the process, or file a claim for missing/damaged parcels so we can send you a replacement.
Unfortunately, we have no control over third-party services like the postal system, but we do everything we can to ensure customer satisfaction as quickly as possible.
Before sending a replacement, we may first submit an inquiry to track the order’s whereabouts, as this can sometimes resolve the issue faster than immediately shipping a new one. If we determine that your parcel is lost or damaged, we will promptly send a replacement.
If your original order is later found, we’ll offer it to you at a 30% discount, or it can be redirected within New Zealand or Australia as needed.