DHL Express

Shipping

NZmade ships worldwide using DHL Express and all costs are displayed in your shopping cart at the checkout.

Processing Times

We aim to have parcels dispatched within 3-4 working days excepting public holidays when your order will usually be dispatched on the next working day. If for any reason we are unable to dispatch or ship your order within 10 business days in case of unexpected delays, we will contact you with the details you have provided via email and advised the expected dispatch date. Please note the target delivery time frame for both Standard Post and Express (International Courier) service is NOT included in the “processing” time frame.

Delivery

NZmade ships all products globally and you agree that once your order has been shipped you are not able to cancel your order.

You also agree that some products may be restricted or not allowed in some countries. Responsibility for this rests with the purchaser and if you are not sure if the items you are ordering are permitted in your country then it is solely your responsibility to check before ordering.

For deliveries to high risk countries we will request proof of identity documents, this also pertains to any products with age restrictions.

NZmade takes no responsibility for unsuccessful deliveries of orders due to an “incomplete/insufficient address”. In the event the parcel is returned to us due to this reason and should you wish to resend the parcel again, you will be responsible for the additional freight cost required to resend. Otherwise, please refer to the Refunds section.

You agree that it is your responsibility to make sure your delivery address details are correct, current and up to date to ensure correct delivery.

In the event that a parcel is unclaimed by a customer in the recipient country and is returned back to us, we are not obligated to provide a refund to the value of the product. We will however provide the option of resending the item(s) with any additional shipping costs incurred resting with the customer concerned.

Customs and Import duties

Your order may be subject to customs requirements and also import duties and/or taxes once your order reaches the respective country of destination. You understand and agree that all applicable import duties and taxes which are levied by the authorities in the destination country are solely at your cost.

NZmade will not be held responsible and/or accountable for any delays whatsoever caused by Customs in the recipient country. This also includes parcels that are detained or confiscated if they are deemed prohibited by the customs authority of the recipient country.

NZmade ships your order DDU (Duties and Taxes Unpaid) and does not collect the VAT, duties and or taxes and cannot predict what your particular charges may be. You also understand that it is your sole responsibility to check and be familiar with the applicable taxes, duties and or levies applicable to both the respective recipient country and your order. You understand this is beyond our control and we cannot determine how these charges may apply to your parcel.

You agree that should you refuse delivery of the shipment you are also responsible for payment of all return duties and taxes. Should this occur the return shipping charges will be billed to your method of payment. The price quote for duties of your respective order is solely determined by the destination customs authority. All shipping fees are not refundable for undeliverable or refused shipments.

Returns

If a product you have purchased through NZmade is received in a condition which is either faulty or damaged you must file a return claim with an attached photograph of the product concerned by emailing info@made.com within 24hours after item is received. A return authorization number (RA) will be allocated and the faulty goods can then be returned. The following options will be made available;

Replacement: If a replacement is required NZmade will send the product immediately subject to availability.

Product swap: NZmade may recommend an alternative product and give the option to swap the product with another of equal value.

Refund: If a refund is required and applicable it will be provided according to the original payment made by you.

You agree that all product returns will not be accepted due to change of mind and that once your order has been delivered you acquire all ownership of all items.

You also agree that NZmade will not be responsible for any damage inflicted on the items after delivery unless it is due to a manufacturing fault and is covered under warranty.