- Shipping & Returns
Shipping & Returns
NEW ZEALAND SHIPPING INFORMATION
We currently use a combination of courier companies including PBT Couriers, Castle Parcels and Post Haste. If you do have a preference on which courier company you would like your parcel to be sent with, please let us know. If you have chosen for your parcel to be sent to a PO Box, this will be sent using NZ Post.
All orders are sent as ‘signature required’ (except PO Box). If you want your parcel to be left without signature, please provide your instructions for this. Please ensure you provide instruction for a safe place for your parcel to be left so we can pass this on. If you have any other instructions regarding delivery of your parcel, please ensure you put add this (e.g. ensure parcel is somewhere safe so dog does not get it!).
We take all reasonable care with packaging to ensure the articles arrive in fabulous shape but cannot accept responsibility for broken/lost items caused by freight and handling by carriers. We will however do everything possible to ensure this does not happen and will do our best to assist with claims of lost/damaged items with the carriers.
Delivery is usually overnight for parcels within the North Island and 2 days to the South Island. This does depend on what time the courier picks up, which can vary from day to day. You will need to allow for extra time for delivery during busier times.
Delivery to Rural addresses will take an extra 1-2 days on top of the standard delivery timeframe.
Please note that delivery times are ‘target’ delivery times and can sometimes take longer to reach its destination.
Our shipping charges are at the cost we are charged by our courier companies, or in many cases, less than we are charged.
Orders over $150 qualify for FREE SHIPPING
For orders under $150, there are 2 shipping options:
(1) Within Auckland Region $5.00
(2) Outside Auckland $6.50
We do not pass on the additional rural delivery charges that we are charged for by the courier companies.
Please ensure that you do specifiy in your address if your address is rural delivery. If you don't tell us you are rural delivery, this can lead to delays and additional charges to us for not selecting rural delivery option for your address on top of the regular charges.
Tracking courier items:
Once your order has been picked up by our courier, you will receive an email letting you know your order is on its way and the tracking details for your parcel. If your order has not arrived in the time frame above, you can contact the relevant courier service using the details in the email you were sent or you can contact us to assist with this. If for some reason you don’t receive a tracking email for your order, please get in touch and we will be happy to look it up and resend you the details.
Pick-ups & browsing:
We do not have a showroom so are not open for any browsing of our products. If for some reason you do need to see a product first before purchasing, please contact us to discuss. We do not officially have a pick up option, but if you would like to pick up, please contact us to organise first before you complete your order. Pick up is from Blockhouse Bay, Auckland.
If your order is particularly urgent or you require weekend delivery, please contact us to discuss what is possible or note this on your order. We will do what we can but can't make promises for deliveries outside the timing guidelines above.
INTERNATIONAL SHIPPING INFORMATION
We are able to ship to most countries in the world. Please note however some products cannot be shipped to international destinations due to its weight and size (which makes it too costly). We are currently not able to send the following:
*Furniture items e.g Nuna
*Bulky and oversized items
*Rockin Green Detergents
*Mini Suitcase Sets
*Flatout Frankie products
The above list is not exhaustive – we will contact you if a certain product /s you have purchased is too costly to send and provide you with options.
The checkout will calculate shipping costs to your country – this cost is based on the total of your order. We do reserve the right to contact you should the actual shipping cost greatly exceed what you have been charged. At this point, we will provide you with the option to pay the additional amount or cancel your order with a full refund. We only ever charge the actual costs of shipping and more than often it costs us slightly more but this is covered by us. Should any cost of shipping actually is lower than what you have paid we will refund you for this.
If your country is note listed, please contact us and we will assist.
All international orders are sent via NZ Post via their Airmail service – this is NOT A TRACKED SERVICE. The shipping times varies depending on what country you are in but in general ranges between 3-14 business days. If you do not receive an item sent to an international destination, please let us know and we will do our best to assist. However, please note as this is not a tracked service, and if your parcel is deemed ‘lost’, you will need to claim for compensation through your local Postal Office service.
If you would like to have your parcel sent via a tracked service or via a courier service, please contact us before finalising your order. We are able to send via DHL Express, Fedex International or NZ Post International Courier. We are able to provide you with a quote for your consideration.
RETURNS & EXCHANGES
We are happy to help sort out returns, exchanges and resolve any manufacturing issues you may have with your purchase. We want you to be comfortable with your online shipping experience so you are able to return items for full refund within 30 days of delivery. Returned items must be new, unopened, unused, unwashed and in perfect condition including the packaging. Please ensure you take utmost care in packaging this for return so we can receive it back in saleable condition. If the item you purchased was a sale item that we have since discontinued, you will receive a store credit instead. Shipping is non-refundable on returns and you are responsible for the cost of returning the item to us.
Please ensure you contact us before sending your items back for return/exchange.
Address for sending items back for return/exchange:
21 Gill Crescent
Faulty or damaged items:
Please contact us ASAP for products that you have found to be faulty or damaged. We will do our best to resolve your situation and will often provide options for you if we are unable to replace an item.
We will happily meet our obligations under the Consumer Guarantees Act if our products have been wrongly described, develop a fault or are not fit for the purpose described.
Please contact us with details of the fault including a photo if possible. Often this means we can send out your replacement before you return the faulty item, which means the problem is solved faster.
Sending an item back for exchange:
If you would like us to return an item (due to incorrect sizing or change or mind) for an exchange you will be responsible for the cost of shipping in both directions. Please contact us first before sending back an item – we will provide you with the return address and further instructions (if any).