Frequently Asked Questions

 

Shipments

Where is my order?
As soon as your package has been shipped, you will receive your track and trace code via email with which you can track your package.

I haven't received my order?
We strive to ship your order as soon as possible. If the delivery time takes longer than you expected, we recommend that you first check the tracking code to see if your package's delivery time has been delayed. Still can't find the location of your package? If so, please contact our customer service team. They can help you track your order.

Can I track my order?
When your order is ready to ship, you will receive a tracking code that allows you to track your order.

What are the shipping costs? 
The shipping costs are free for both international orders and orders within the Netherlands above € 50. Below € 50 orders shipping costs are € 4,95

Returns

Is there an item you would like to return? No problem!
You can return any item within 30 days of the shipping date of your order. Of course, you may open the order, check and try on the contents, but please make sure the products you are returning are unused and complete with original packaging & labels. We cannot accept a used product or items without the original packaging and labels.

Please note that the returned goods are your responsibility until they reach our warehouse, so make sure they are well packed to avoid damage.

Refunds may take up to 14 business days to be completed by your bank, depending on processing time.

I want to return an item.

 You can return any item for a refund within 37 days of the shipping date of your original order. You have the right to open the package and check the content, but the product must be returned unused.

All original packaging and labels must be in tact when returning the items. All items will be inspected on return. The items are your responsibility until they reach our warehouse. Unfortunately, return costs are not covered and are to be payed by yourself.

Create a return label and complete the return form through the online return portal. Click here for the online return portal.

Important: Make sure that the barcode on the shipping label with your address on it is not readable. Remove the barcode, cross it out or tape it off.

  

Important: Remember to include the order form with the return.

 
When do I receive my refund?
Refunds may take up to 14 business days to be completed by your bank, depending on processing time. 
  
My order is not correct.
If you have received a wrong or damaged item, you can return these for free.

Please contact our customer service. In case of a damaged item, please send an e-mail with pictures of the item to mailto:webshop@nzanewzealand.com

Can't find the answer to your question here?
Our customer service is ready to help you! We are available every working day from 9:00 am to 17:00 pm.
Write us: mailto:webshop@nzanewzealand.com

 Call us: 0031 316 582102