Shipping policy

1. General information

We offer free shipping on all orders within New Zealand.

All orders are prepared and processed by our fulfilment centre. During busy periods, such as sales or special campaigns, processing times may be slightly longer.

2. Order processing

• Orders are processed Monday to Friday, excluding public holidays.
• Processing time: 3 to 10 business days from the date of your order.
• Orders are usually shipped once processing is complete.
• Orders are generally not shipped on weekends.

If you would like to change or cancel your order, please contact our customer service team as soon as possible. Once an order has been prepared or shipped, it may no longer be possible to change or cancel it.

This does not affect your rights under New Zealand consumer law.

If there is a mistake in your address or delivery details, please contact us as soon as possible. Once your order has been shipped, we cannot guarantee that the address can still be changed.

3. Delivery times

Once your order has been processed and shipped, delivery within New Zealand usually takes 10 to 26 business days.

These times are estimates and may vary depending on the carrier and circumstances beyond our control. In exceptional situations affecting transport or logistics networks, delivery may take longer than expected, up to 40 business days.

4. Delivery delays

Circumstances beyond our control, such as busy periods, carrier disruptions, customs checks or international events, may occasionally cause delays.

We do everything we can to deliver your order as quickly as possible and to resolve any shipping issues. If your order is significantly past its estimated delivery time, please contact our customer service team.

5. Order tracking

Once your order has shipped, you will receive a tracking number or link so you can follow your delivery. You can also track your order on our Track Your Order page.

Please note it may take a little time for tracking information to appear in the carrier's system.

6. Delivery address

You are responsible for making sure your delivery details are correct when you place your order.

If you notice a mistake in your delivery address, please contact us as soon as possible. We will do our best to update it before your order ships, but we cannot guarantee changes once the order is with the carrier.

7. Customer service

If you have any questions about your order, tracking or a delay, please contact us at support@velvetmaeve.com. Our team will help you resolve any delivery issue.