Shipping for online orders within New Zealand is FREE. For orders over $50 to Australia, shipping is also FREE. If you spend more than $250 in Australia, we upgrade you to our DHL Express service (2-4 days). Some of our international orders come with the option of a NZ Post Economy Tracked service (if under $250) or a DHL Express service. The price of our DHL Express service varies - see costs below.
If you refuse or do not pay these charges, they do not disappear. They will still be charged back to Mountain Jade when your order is returned to us. Any duties, taxes or customs charges passed back to Mountain Jade will be deducted from your store credit, along with any applicable return shipping costs, restocking fees, customs fees and import entry fees.
You may choose to give the courier authority to leave your parcel via their app or website. If this option is selected, responsibility for the parcel transfers once delivered.
OVERSEAS RETURNS GREATER THAN $1000: When an order of a value greater than NZD $1000 is returned to us, we are charged an Import Entry Fee of $55.71 by New Zealand Customs. Be mindful that we pass this fee onto yourself as part of the refund process.
UPDATE TO OUR RETURNS POLICY: From 1 February 2026, change-of-mind returns notified within 5 working days will be issued as online store credit only. Refunds will not be provided for change-of-mind purchases. Store credit can only be used on the website. We do not offer store credit for change-of-mind returns outside this timeframe. Your rights under the Consumer Guarantees Act are not affected. If an item is faulty not as described, the appropriate remedies under the Act, including a refund where required, will apply.
LIMITED SERVICES: We do not ship to the following countries: Ascension Island, Bahrain, Belarus, Bulgaria, Cuba, Guernsey, India, Iraq, Iran, Ladakh (India), Israel, Kuwait, Latvia, Malta, Mauritius, Mexico, North Korea, Qatar, Réunion, Russia, Syria, South Africa (Gauteng), Tristan da Cunha, Ukraine, United Arab Emirates. We do not have NZ Post Services to Greece, Romania, Vietnam, Czechia.We use DHL's GoGreen Plus service as part of our commitment in aiming towards Climate Neutral Shipping. GoGreen Plus is a service that reduces the carbon emissions associated with shipments through the use of Sustainable Aviation Fuel. This is a premium service that Mountain Jade absorb some of the cost on, to sit with our sustainability goals.
