My delivery is late!
Occasionally, delays can happen, which are often beyond our control.
We work to ensure your order reaches you as soon as possible. In cases of delays, we will always try to inform you beforehand via email.
Please allow up to 5 working days from the date of the Your order has been sent email before contacting us about the whereabouts of your order.
In some cases, we may need to lodge an investigation with New Zealand Post to locate your parcel. The investigation with New Zealand Post takes 5 working days, so we ask for your patience during this time.
Alternatively, you can lodge a report with New Zealand Post by clicking on this link:
https://www.nzpost.co.nz/tools/tracking
The tracking shows my order was delivered, but I never received it!
Please check with the members of your household and your neighbours to see if any of them have received the parcel on your behalf.
If you are still unable to locate the parcel, contact our Customer Care team for assistance or simply type in "Order Status" in the chat with our chatbot, Flo, who will escalate your issue to our Customer Care agent should you require further assistance.
We will do everything we can to locate your order for you.
However, we may need further details from New Zealand Post regarding the delivery of the item, which may take some time to obtain, so we seek your patience during this time.
In some circumstances, you may be asked to complete a "Goods Not Received" declaration form and return it to us via email. Of course, if it is confirmed that your order was lost in transit, we will refund you in full.
I think my parcel has been lost in transit. What now?
If you have not received your online order, please allow up to 5 working days from the date of the “Your order has been sent” email. We will need to investigate the whereabouts of your order.
However, we may need to lodge an investigation with New Zealand Post regarding the delivery of the item, and this will take 5 working days to be completed, so we seek your patience during this time.
Of course, if it’s confirmed that your order was lost in transit, we will refund you in full.
Simply type in "Delivery Issue" in the chat with our chatbot, Flo, who will be able to assist you with this matter and escalate it to our Customer Care agents for further assistance.
What happens if I'm not home when my order is delivered?
If no one is home to sign for your parcel, New Zealand Post will leave a card in your mailbox indicating which local Post Office your parcel has been taken to.
You can then call in to book a redelivery, redirection, or collection, and if done before 3 pm, it will be actioned for the next working day. If done after, then this will go out the following day.
You can take the following steps:
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New Zealand Post will keep parcels for 10 working days. If no request to have the item redelivered, redirected or collected has been received, it will be sent back to the warehouse, and you will be refunded (upon the warehouse confirming they have the parcel).
Please note we are not allowed to leave parcels on doorsteps. All deliveries will need to be received by someone at the delivery address.