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.
USA ORDERS: We ship using DHL for faster delivery. Any U.S. import duties, taxes, tariffs, or carrier fees are the responsibility of the customer and are not collected or refunded by Mountain Jade. DHL will contact you, to pay these yourself. You can elect to have the parcel left (authority to leave) using DHLs web/app services - if you do so, it will your responsibility if the parcel is lost/lifted from your property.
TAX & DUTIES: For overseas orders, any taxes or duties charged on arrival are set by the destination country’s customs authority and are outside our control. These charges are the responsibility of the recipient and are not covered by us. If an order is returned to us due to refusal to pay duties or failure to collect from customs, any refund or store credit will only be issued once the item has been received by us in the same condition, and less any costs incurred by us. Mountain Jade is not UK VAT registered, as we do not meet the relevant thresholds, which means your order may be subject to VAT or duty on arrival.
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. 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.
