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Shipping, Handling, Returns & Refunds
When will my order be processed and shipped?
How will my package be shipped, and what does it cost?
Do you ship internationally?
How can I track my order?
What is your returns and refunds policy?
When will my order be processed and shipped?
We aim to process and ship all paid internet orders as soon as possible and ideally on the same day if received before 2.30pm NZST. Friday orders received after 12.30pm NZST are usually processed and shipped on the following Monday. Orders received after 2.30pm NZST the day prior to a public holiday are shipped within 1 to 2 days of Weleda New Zealand reopening.
To stay updated with NZ Couriers delivery status across New Zealand – click here https://nzcouriers.co.nz/network-status/
If you live in Hawke's Bay you can collect your order for FREE from our Shop in Havelock North. Please select that option at time of order as once processed we cannot change the shipping selected. Collections can be made from 10am the next working day after the order is placed.
How will my package be shipped, and what does it cost?
All orders are shipped airmail.
We generally charge a flat fee per order, assuming order weight is 1kg or less:
- Within New Zealand – NZD$6.90 (No extra charge for rural delivery). Free shipping for orders over $90.
- To Australia – NZD$25.00
- Internationally - NZD$45.00* (*untracked)
Due to weight and customs restrictions for packages weighing over 1kg, we are unable to guarantee delivery to destinations outside New Zealand at the shipping price shown. In these instances, we will either refund the purchase or contact the customer to make alternate arrangements.
Do you ship internationally?
Yes, we are able to process orders that are shipped to destinations outside of New Zealand. We are unable to ship to Africa, South America, Romania, Israel, Indonesia and Singapore. International orders are sent untracked and at the purchaser's risk.
By placing an order with Weleda, you acknowledge and agree to these international shipping terms and conditions. Please review and understand these terms before finalising your order:
- Customs Duties and Fees: The receiver (consignee) is responsible for any customs duties, taxes, fees, or other charges imposed by customs authorities or regulatory bodies at the destination. These charges are separate from Weleda's shipping charges.
- Liability for Loss or Damage: Weleda is not liable for claims regarding items not received or destroyed during transit. Any loss or damage after shipment leaves our possession must be addressed with the carrier and local customs authorities.
- Return Shipping Costs: If a shipment is returned due to the consignee's refusal to pay customs duties or taxes, the consignee will be responsible for any return shipping costs incurred.
- No Refunds for Unpaid Customs Fees: Weleda will not issue refunds for goods not received if the consignee fails to pay the required customs fees or taxes. The consignee must ensure compliance with all customs regulations and pay any necessary fees.
- Customs Delays and Inspections: Weleda does not accept liability for delays, non-delivery, or damage caused by customs inspections or actions taken by customs authorities.
How can I track my order?
For any orders being sent to New Zealand or Australia, once your order has been shipped you will receive an email with your tracking number. Click on the tracking number to view the delivery status of your order. For any orders being sent to any countries other than New Zealand and Australia the order will not be tracked.
Returns and Refunds Policy
At Weleda New Zealand, we are committed to providing high-quality, natural products and we take every care to ensure your order is packed securely and arrives in excellent condition.
Under the New Zealand Consumer Guarantees Act (CGA), you are entitled to a refund or replacement if a product is:
- Faulty or damaged
- You experience an unexpected or severe reaction when used correctly
- Does not perform as expected when used as directed (e.g. a moisturiser that leaves skin dry)
You must contact us to request a refund or replacement within 10 days of receiving your order to report faulty or damaged goods or if you experience a reaction, or 3 months of purchase for performance issues.
Please contact our Customer Care team at [email protected]. Include your order number, product name, photos (if possible) and a detailed description of the issue.
We may request that the product be returned to us via free post for assessment by our quality control team before processing a refund or replacement. This is so we so we can assess any potential issues and continue to uphold our product standards.
We are unable to offer refunds or returns in the following cases:
- Natural Remedies products
- Change of mind or personal preference (e.g. not liking the scent, feel or texture)
- Irregular, inconsistent, or incorrect use of the product
- Products purchased more than three months ago
- Products purchased from retail stores or other websites – please contact them directly
- Orders sent outside of New Zealand
If you have any concerns or questions, our Customer Care team is here to help. We’ll handle your request on an individual basis with care and fairness.
