Delivery in New Zealand

1. Shipping Information

All orders are shipped directly from the RAKU store in Napier, New Zealand.

Shipping Carrier : New Zealand Post

Order Processing & Shipping : Orders placed by 2:00 p.m. on business days will be shipped the same day.
If you choose bank transfer as your payment method, your order will be shipped once payment has been received and confirmed.

 

2. Shipping Costs

Standard shipping is a flat rate of $10.50 NZD nationwide, excluding rural addresses.

For rural (RD) addresses, the shipping fee is $18.50 NZD.

 

3.Important Information

• Delivery usually takes approximately 3–6 business days. Please note that specific delivery dates and time slots cannot be requested.

• Your order can be tracked online using the QR code provided for delivery.

• Please provide as much information as possible when entering your delivery details, including your company name, apartment or unit number, c/o details, phone number, and email address. If important information is missing, your order may be returned to us.

Customers place orders for friends and relatives, we can gift wrap your order and include a card with a message of your choice. Prior to sending your order we will email you to confirm the total cost including courier postage.

Orders are shipped via courier or NZ Post, at our discretion.

Please note that quoted delivery times are estimates only and are subject to availability.

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Please check your delivery address carefully as we will not be responsible for delivery to an incorrect address. The customer shall be responsible for the cost to resend a parcel that is returned because of an incorrect address.

ONCE YOUR ORDER HAS BEEN SHIPPED YOU ARE NOT ABLE TO CANCEL YOUR ORDER.

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Click & Collect

1. Add item to cart and go to checkout. Select "Click & Collect" as your delivery option.

2. Once you've placed your order we'll send you a confirmation email.

3. We will either a text or email you when your order is ready for collection.
4. On collection, please bring with you Order confirmation

    and a valid ID (Drivers license/ Passport)​

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Returns and refunds

We want you to be happy with your purchase. If your item arrives damaged or is faulty, please contact us within 7 days of delivery.

 

Damaged or Faulty Items

If your item arrives damaged or has a manufacturing fault, please contact us within 7 days of delivery.

Depending on the circumstances, we will either:

• replace the item, if a replacement is available; or

• issue a refund.

You can choose whether you would prefer a replacement or a refund.

If an item has been lost during delivery, please contact us as soon as possible so we can look into the matter for you.

 

Items We Cannot Accept for Return or Exchange

We cannot accept returns or exchanges for:

• items that have been worn or used;

• items that have been washed;

• items that are damaged after delivery due to customer use;

• change of mind;

• incorrect size selection; or

• any other reason unrelated to a faulty or damaged item.

Items must be returned unused, unwashed and in their original packaging.

If you wish to return or exchange an item, please do not open any packaging that cannot be resealed.

 

Important

Please contact us within 7 days of delivery if you believe your item is faulty or has arrived damaged.

We recommend checking the size, colour and other product details carefully before placing your order.

For faulty or damaged items, we will discuss the appropriate return or exchange arrangements with you.

Except where an item is faulty or damaged, return postage and packaging costs are not refundable.

If you are unsure about a product or need advice before ordering, please contact us. We are happy to help.

 

Order Total and Payment

We will confirm the total cost of your order, including shipping, before payment.

Once you have confirmed the total amount, please proceed with payment.

All orders will be dispatched after payment has been received and confirmed.

Shipping charges may vary depending on postal or delivery circumstances.

Prices, product specifications, packaging and shipping charges are subject to change without notice.