Shipping, Refunds & Returns
Cut-off dates for Christmas deliveries
Sending before the Christmas cut-off dates gives you the best chance of getting your orders in time for Christmas. These dates may change, so please check back regularly.
We offer free overnight courier service on all orders within NZ. To target delivery before Christmas Day, we recommend your orders are placed by the dates below.
Shipping within NZ
Our online store is open 24/7 and we are shipping all items as usual. Please allow an extra day or two delivery time for our couriers to dispatch and deliver all back orders. All international orders are experiencing delays of varying times due to the current Covid-19 situation. Please enquire for more information.
We also offer click and collect from our Mount Maunganui store, please tick this box at the checkout and we will have you order ready for you.
Overnight Delivery within New Zealand - FREE
All deliveries within New Zealand are sent on an overnight, signature required service via New Zealand Couriers. Use your supplied tracking number any time to see your parcel's progress here, New Zealand Courier Track & Trace. Please allow an extra 1-3 days for rural delivery.
Delivery to Australia - FREE
All deliveries to Australia are sent signature required via NZ Post. Use your supplied tracking number any time to see your parcel's progress here, NZ Post Tracking
Rest of the world flat rate of $80 - All international deliveries are sent signature required via NZ Post. Use your supplied tracking number here, NZ Post Tracking.
Additional Information - Orders must be placed before before 2pm Monday - Thursday for next day delivery. All orders will be processed for same day dispatch. However if ordered on a weekend day or public holiday it will be processed within 2 hours of the first working day. If for any reason we are unable to meet this same day dispatch turnaround we will contact you to advise.
PLEASE NOTE: All shipments are sent via traceable method with signature required upon delivery. If for any reason you wish to have signature required removed from your order, please note this in the shipping instructions of your order. By requesting this service be removed, your are acknowledging that Sister NZ Ltd is not accountable for any lost or stolen orders and that your order will not be covered by insurance.
When receiving a consignment that maybe torn open, badly crushed etc please be sure to NOTE this when signing for the goods for your own protection and coverage. Signing for a parcel without any notifications effectively confirms it has been received by the consumer in good condition.
Taxes & Duties
All international orders please note, that once your order has left New Zealand it may be subject to customs clearance procedures and charges, which can cause delays beyond original delivery estimates. Your order will usually take between 3-7 days to reach you, excluding delays due to customs. We are unable to delivery to PO Box addresses internationally. Orders to countries outside NZ may be subject to import duties and/or taxes, which are levied once your package reaches your country.
Your order is shipped on a DDU (Delivery Duty Unpaid) basis, which means that the price displayed at checkout are exclusive of all taxes and duties. We are unable to calculate the exact amount of duties and taxes your package will incur as these charges are imposed directly by your local customs. The international carrier may invoice you for the local taxes and duties, or you may have to deal with local customs directly to organise payment and release of your package.
If an item is held for 5 days at customs or with the delivery provider with no response from the recipient it will be sent back to us, and the cost of this return postage will be deducted from the refund of the item.
Online Returns Policy
Please take time to familiarise yourself with our returns terms and conditions before making a purchase online. Happy shopping!
IMPORTANT: Worried that an item won't fit or look right? Don't worry, full priced items may be returned for a refund as long as the item is returned within:
- New Zealand – 7 days of receipt
- Australia & International – 10 days of receipt
If you intend to return an item, please complete the return from provided with your order.
- Items must not be worn, altered or washed.
- Items must have all tags and packaging attached.
- Footwear must include the original shoe boxes in its original condition, without postal labels.
- Please note, we cannot accept returns on swimwear or lingerie.
- Please note, we cannot accept returns on earrings.
- Please note, we cannot accept returns on make-up or skin care products due to hygienic reasons.
- Please note, we will not accept returns if the returns tag is not attached
Shipping and handling charges are not refundable. The return of the item is at your cost and responsibility until it reaches Sisters & Co. We recommend that you take out postal insurance.
*Other than circumstances covered by NZ Statute SALE OR DISCOUNTED ITEMS must not be returned, refunded or exchanged, these are for FINAL sale.
Refunds & Processing Time
If your package arrives at Sisters & Co within the day timeline specified above, your refund, exchange or online credit note will be processed within 1-2 business days. Your bank may require additional days to process and post this transaction to your account once they have received the information from Sisters and Co. Please allow up to 2 – 3 working days before contacting Sisters and Co.
Sisters & Co offers free shipping (on applicable orders) with the tacit understanding that the customer will keep the goods purchased. Should you choose to return your full priced order for a refund, Sisters & Co will retain any original shipment costs incurred ($5.00 NZD).
The Returns Process
Email email@example.com with your intent to return, using your order number as your reference.
Securely repackage your items.
Send your return goods to Sisters & Co, 3 Newton Street, Mount Maunganui 3116, Bay of Plenty, New Zealand.
Ship your package using a traceable, insured shipping method. Sisters & Co cannot accept responsibility for packages that we do not ship.
Please allow 7 business days from the time we receive your return for it to be processed.
If you have received a free gift with your purchase, this will need to be returned along with your purchase.
Packages received at Sisters & Co after the return timeframe window specified above will not be accepted and will be sent back to you.
In Store Returns Policy
This returns policy applies to purchases made in-store only (please note that over the phone purchases are classed as in-store purchases). We will happily exchange any full price garment within 7 days of purchasing. Items must be returned in their original condition with tags attached along with the sale receipt.
Unfortunately we do not offer refunds on change of mind purchases. Additionally, no exchanges, refunds or credit notes will be given on sale items.
Sisters Swap Returns Policy
Sisters Swap will not accept any items that are not the real deal. If you believe we have let one slip through the cracks, please get in touch with us asap to return the item for a full refund once it has been verified as a fake, replica or knock off.
All items are for final sale. Sisters Swap do not accept any returns on any items purchased. However if you do change your mind or the fit is incorrect etc the best approach in this instance is to send the item back to us to be re-listed for sale on your behalf!
We understand that pre-loved items will not look in brand new condition but we strive too keep a high standard of general wear and tear on all items. If you feel like the item does not suffice what is stated in the product description or via the images please get in touch with us as we are more then happy to investigate this further - we want you to love every purchase!
Faulty Garment Policy
If the garment purchased is faulty, we will take all steps to fulfil our obligations under the Consumer Guarantees Act. If the problem is minor, and can be fixed, Sisters and Co will arrange for the repair of the goods in a timely manner.
If the problem can’t be fixed, or can’t be put right within a reasonable time, or is substantial, we will:
- Provide a replacement of the same type and similar value
- At times this will involve liaising with overseas suppliers to ascertain whether a replacement is available, we believe a reasonable timeframe for this is 3 weeks
- Or a full refund of your purchase price
- A refund may take up to 5 working days to action, payment confirmation can be emailed through upon request
Note: “Substantial” means:
- A reasonable consumer wouldn’t have bought the goods if they’d known about the fault.
- The goods are significantly different from their description, sample or demonstration model.
- The goods are substantially unfit for purpose.
- The goods are unsafe.