IMPORTANT: You will receive a tracking link with your shipping email. Please make plans to intercept the delivery at the earliest opportunity. We are not responsible for items which have been left at your property and go missing. Please note, Shipping is only available for online purchases - this is not a service we offer for in store purchases.
INTERNATIONAL SHIPPING: We are depending on courier networks to get your item to you. Our NZ Post Economy Tracked (Non-signature) service means your item will be left. If you want the security of signing for your item, please select DHL Express. We are not responsible for items marked as delivered on the Air Satchel Service, which might go missing.
INTERNATIONAL SHIPPING, TAX & DUTIES: We ship internationally using trusted express carriers such as DHL for fast, secure delivery. For orders sent outside New Zealand, import duties, taxes, tariffs or customs fees may be charged by your local customs authority on arrival. These charges are set by your country and are the responsibility of the recipient. If applicable, the courier will contact you directly to arrange payment before delivery. If a parcel is returned to us due to unpaid duties or failure to collect, any refund or store credit will be processed once the item is received back in original condition, less any costs incurred. 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 Ascension Island, Bulgaria, Chatham Islands (NZ), Cuba, Gauteng (South Africa), Guernsey, Iran, Ladakh (India), Latvia, Malta, Mauritius, Mexico, North Korea, Réunion, Russia, Syria, Tristan da Cunha. We offer no "NZ Post Economy Tracked" service to Greece, Romania, Vietnam and United Arab Emirates as New Zealand Post does not offer this service into these regions. We offer no "DHL" service to Belarus, Israel or Ukraine as they offer us no rates to these locations. Country restrictions are purely based on our ability to get the item to you.
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.
