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.
Refusing or not paying applicable duties, taxes or customs charges does not automatically remove responsibility for them. Where charges are passed back to Mountain Jade because of your unjustified refusal or failure to collect, we may deduct reasonable, actual, non-recoverable costs from an available credit or refund where legally permitted. We will explain any deductions and will not charge the same cost twice. This does not affect statutory cancellation or refund rights.
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.
DHL GOGREEN PLUS: 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.
