SHIPPING POLICY
Shipping Policy - New Zealand
Shipping & Delivery
We aim to process all orders within 24 hours of being placed, excluding public holidays and weekends. Where possible, all orders are sent via NZ Post.
Delivery Times & Tracking
We endeavour to get your order to you within 1–3 working days. You will receive a shipping confirmation email once your order is packed and ready for the courier to collect. This email includes your tracking number and a link to the courier’s website.
Please note: This number only becomes active once the courier scans the package, so please allow up to 24 hours for it to appear in their system. If you haven’t received an email within 24 hours, please check your spam folder or contact us at shop.jaclynm@gmail.com.
Courier Queries
For the quickest resolution to any courier-related queries, it is best to contact NZ Post directly on 0800 268 7437 with your tracking number ready. This allows you to communicate any issues directly and find a delivery solution that works for you.
Missing Packages
If the courier claims your package has been delivered, they can provide the name, GPS location, and signature of the person who accepted the goods. Please work with them directly to identify the location or person to establish the whereabouts of your package.
Note: We recommend against having a 'permission to leave' (ATL) status on your property, as we cannot accept responsibility for lost or stolen packages once delivered.
Lost Items
If, after 5 working days, the courier has been unable to confirm who took delivery of the goods, please email us at shop.jaclynm@gmail.com. If they have lost or failed to deliver your package within a reasonable timeframe, we will happily send you a replacement.
Our Mistake?
If we’ve made a mistake with your order (sorry, it does happen!), please let us know as soon as possible at shop.jaclynm@gmail.com and we will make it right immediately.
International Shipping
Australia
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Flat Rate: $22 NZD
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Delivery: Sent via NZ Post (transit times can be up to 10 working days).
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Currency: As we are a New Zealand company, all orders are charged in NZD. The final price on your bank statement will depend on the exchange rate used by your payment provider.
Customs & Duties:
If your order is valued at more than $1,000 NZD, you may be charged duties or customs fees by the AU Customs Service. These are your responsibility to pay. Please note that multiple orders placed on the same day might be treated as one by customs.
Rest of World
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Flat Rate: $45 NZD
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Delivery: Sent via NZ Post (transit times are usually around 10 working days).
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Tracking: We use tracked shipping wherever possible, though some regions don’t offer this service.
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Shipping Surcharge: If your specific location is significantly more expensive to ship to, we’ll send you an email to discuss options before we process your order.
Missing or Damaged Items
Every international order is covered by insurance while in transit. If something goes wrong, please get in touch at shop.jaclynm@gmail.com with your order number.
Important:
If your order arrives damaged, please keep all the packaging and take photos or videos. This makes the insurance claim much faster and easier to resolve.
Refunds & Exchange Rates
Please note that any financial service provider fees or currency conversion costs are outside of our control. If a refund is issued, it will be processed in NZD at the exchange rate current at the time of the refund, which may differ from the rate at the time of purchase.