Shipping
All orders are shipped via NZ Couriers, and tracking details are provided at the time the order is sent. All orders are dispatched within 7 working days.
The delivery timeframe is 2 - 3 working days from dispatch. For rural deliveries allow an additional 2 working days. Shipping to New Zealand addresses only.
Exchanges
We can process exchanges on a one for one swap basis for clothing that has been ordered in the incorrect size. Exchanged items must be in their original condition with all garment tags still attached. We cannot process exchanges or returns on drink bottles or travel cups for hygiene reasons, or for change of mind.
Exchange requests must be made via the contact page within 10 working days of receiving the item. Please provide the 10-digit reference number found on your packing slip e.g #ABCD-123456
Exchanges can take up to 1 week to be processed once we receive them. Once your exchange is processed, you will receive a notification email with your new tracking details. Goods will need to be returned at the purchaser's expense, and we take no responsibility if they are lost in transit.
Damages or Lost in Transit
We take great care in packaging your order to ensure it arrives safely. However, in the unlikely event your item is damaged or lost during transit, we’re here to help.
Lost in Transit
A parcel is considered lost in transit when it has not been delivered within 5 working days beyond the expected delivery timeframe, or tracking shows no movement for 5 consecutive working days.
If you believe your parcel is lost contact us at via the contact form with:
-
- Your order number
- Your delivery address
We will initiate an investigation with NZ Couriers on your behalf.
Investigation Process
- Courier investigations typically take 3–10 working days.
- During this time, we’ll keep you updated on progress.
- The courier may attempt to confirm delivery details or check with the driver.
Resolution Options
If the parcel is confirmed lost we will offer a replacement (subject to stock availability), or provide a full refund, including shipping costs.
Damaged in Transit
If your parcel arrives damaged, please:
- Notify us within 48 hours of delivery
- Provide your order number
- Include clear photos of:
- The damaged item(s)
- The packaging (including outer box and any internal packaging)
Send all details via the contact form.
Assessment Process
Once we receive your claim:
- We will assess the damage and may lodge a claim with the freight carrier.
- You may be asked to retain the damaged goods and packaging until the claim is resolved.
Resolution Options
If your claim is approved, we will offer to either replace the item(s) (subject to availability) or, refund the item(s) (processed back to your original payment method).
Exclusions
We may not accept claims where:
- Damage is reported outside the 48-hour window.
- Insufficient evidence (photos/details) is provided.
- The item has been used, altered, or further damaged after delivery.
Important Notes
We are unable to issue refunds or replacements until the courier investigation is complete. Please ensure your delivery address is correct at checkout, as we are not responsible for parcels sent to incorrect addresses provided by the customer.