Shipping policy


Effective Date: October 2025

We strive to deliver your items promptly and securely. This Shipping Policy outlines our shipping rates, delivery times, and other important details regarding the shipment of your orders. By placing an order with us, you agree to the terms and conditions outlined below.

Domestic Shipping (New Zealand)

Shipping Rates:

  • North Island Flat Rate: $18
  • South Island Flat Rate: $20

Delivery Times:

  • We aim to dispatch orders within 3-4 business days
  • Delivery times vary depending on the destination but typically range from 4-7 business days.

     

International Shipping

Shipping Rates:

  • Australia: $35
  • North America: $70
  • Asia & South Pacific: $75
  • UK & Europe: $80

Delivery Times:

  • We aim to dispatch orders within 3-4 business days.
  • International delivery times vary depending on the destination but typically range from 7-21 business days.

Customs and Duties:

  • International customers are responsible for any customs duties, taxes, and import fees that may apply. These charges are not included in the item price or shipping cost and must be paid by the recipient.


    Shipping Process

    Order Processing:

    • Orders are processed and shipped Monday through Friday, excluding public holidays. Orders placed on weekends or holidays will be processed the next business day.

    Shipping Confirmation:

    • Once your order has been shipped, you will receive a shipping confirmation email with tracking information. Please allow up to 24 hours for the tracking information to become available.

    Packaging:

    • We take great care in packaging your items to ensure they arrive in perfect condition. Our packaging is designed to protect your items during transit.


Delivery Issues

Delayed or Lost Packages:

  • While we strive to ensure timely delivery, we are not responsible for delays caused by shipping carriers, customs, or other external factors. If your package is significantly delayed or lost, please contact us at Hello@lagoon.nz, and we will assist you in resolving the issue.

Damaged Items:

  • If your order arrives damaged, please contact us immediately at Hello@lagoon.nz with your order number and photos of the damaged item and packaging. We will work with you to resolve the issue, which may include providing a replacement or issuing a refund.

    Returns and Exchanges

    Please refer to our Return Policy for information on how to return or exchange an item.