Shipping & Returns
To all customers
All orders are FREE shipping to New Zealand fully tracked on Courier Post.
Delivery to any destination in New Zealand will be by courier and although we aim to deliver your parcel as fast as possible please allow 3-5 business days for your parcel to arrive.
When your goods are dispatched from our stores you will receive an email notifying you that your purchase is on its way. This email will also contain a tracking number you can follow your order.
We are currently offering FREE delivery on all Australian orders! We only ship with DHL Express 3-5 day delivery, we have often had overnight orders from Norsewood to cities in Australia fully tracked.
DHL Express tracked 5-7 working days
Orders up to $250 NZD = $35 NZD shipping
Orders Over $250 are Free
Rest of the World Delivery
All deliveries are dispatched from our stores in New Zealand. We use DHL Express to dispatch all international orders. The shipping price is determined on the total value of your order
- Orders valued at $250 NZD or less - delivery cost will be $45 NZD
- Orders valued at $250 NZD or more - delivery cost will be FREE
We can ship to virtually any address in the world if DHL let us. Note that there can be are restrictions on some products, and some products cannot be shipped to international destinations due to customs regulations. We use DHL for International Shipping and Courier Post for Domestic NZ shipping as they are tracked to your order via our eCommerce shop and shipping software.
Timing and tracking
When you place an order, our aim is to have it Internationally within a week and NZ 2-3 days (we have had a few overnights to Australia delivered when timing is perfect with logistics).
International Custom Duties/Fees
All International parcels are sent Delivery Duty, Taxes and fees unpaid.
If there are any taxes, duties, clearance/handling fees, GST or VAT to be paid for the import of the parcel, these will be the responsibility of the customer.
Duty, taxes, collection fees, GST and VAT differ between countries and also types of products, for further information please contact your local customs office via Google.
After ordering online, you will receive an email confirmation from us containing your order details (if you have provided "your" email address). We will normally confirm receipt of your order within a few minutes of ordering. We use DHL for international & Courier Post for NZ domestic orders. We ship from our 7 day trading Retail Stores in Otaki and Norsewood within 1-2 working days; however if goods are unavailable through outages and colour option availability, delivery will take a little longer. We have a 5 day per week, parcel collection service so if you order on a Friday after pick up it will be picked up Monday.
If you wish to query a delivery please contact us message us from your order.
After ordering online, you will receive an email confirmation from our online shop containing your order details (if you have provided "your" email address). We will normally confirm receipt of your order within a few minutes of ordering.
Refund and Returns Policy
If for any reason you are not completely satisfied with your purchase we will give you a 30 day money-back guarantee from the time you receive the goods. Please contact us within that time if you are not satisfied with your purchase so that we can resolve any problems.
This refund policy does not apply to goods which have been worn or used, damaged after delivery, or if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition with the tags. All postage and insurance costs are to be paid by the buyer unless otherwise arranged.
We recommend that you return the product via Registered post and that you pre pay all postage. You assume any risk of lost, theft or damaged goods during transit & therefore advise you take out shipment registration of insurance with your postal carrier. New Zealand Natural Clothing LTD will not be responsible for parcels lost or damaged in transit if you choose not to insure.
We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
All orders are charged in New Zealand dollars. The price advertised might not be the same price charged to the credit card account due to exchange rate fluctuations.