Shipping & Returns

Shipping policy

We do our best to get orders dispatched within 24 hours of receiving them during the working week and orders received by 10am will be dispatched the same day. We use overnight delivery but we have no control over the courier services' timing. If you live rurally, it will take an extra 2-3 day from dispatch. Please track your item's progress using the tracking email sent. This is not active until the courier scans it on pick-up.

New Zealand

Shipping within New Zealand is a flat rate of NZD$5.00 per order. But even better it’s FREE when you spend $80.00 or more.

Please make use of the tracking link that is emailed to you on dispatch to follow up on its location. Please ensure you check your email inbox and/or spam folders to retrieve your tracking email, if you cannot see it. Please allow up to 24 hours after receiving your tracking code for it to update. 

If your order has not arrived within 5 working days of dispatch, please contact us on hello@agnesandme.co.nz so we can help to locate it quickly!

All NZ orders are fully tracked.

We do not ship to PO Box addresses.

Australia

Australian shipping is at a flat rate of NZD$19.00. This service can take approximately 3-8 working days.  It is a tracked service. Please make use of the tracking link that is sent to you on dispatch to follow up on its location. Please ensure to check your email inbox and/or spam folders to retrieve your tracking email, if you cannot see it.

Please allow up to 24 hours after received your tracking code for it to update. 

International

International (except Australia) shipping is at a flat rate of NZD$31.00. This service can take between 7–21 working days.  

This is an untracked service.

Please be aware that orders shipping to countries other than New Zealand and Australia may be subject to import duty or other customs taxes.

Any customs or import duties are charged once the order reaches its destination country and must be paid by the recipient of the order. We will not refund your order if you do not want to pay for the customs or import duties. Customs policies vary widely from country to country – we recommend that you contact your local customs office for further information. Where customs charges are due, this may impact the time it takes your parcel to reach you.

Packaging

We aim to be as zero-waste as possible with our packaging, so your products are wrapped in brown corrugated paper and the postage bags are totally compostable at home and/or reusable. Instructions are on the bag but please remove the label and tape before placing in compost or worm farm.

Returns and Refund Policy

We are happy to make a full refund to you if your Agnes & Me product is faulty. 

To make a return and claim a refund, contact us at hello@agnesandme.co.nz with the details. Returns and refunds must be requested within 7 days of receiving product and you will need to return the product to us before payment is made. We will reimburse the postage costs of incorrect or faulty items being returned to us.

Please note that within our obligations under the Consumer Guarantees Act we do not offer product refunds or exchanges for change of mind or dislike of texture or fragrance of a product after purchase.

We do accept responsibility for breakages in transit within New Zealand but you need to keep the damaged item and send us photographs of the damaged product so the courier company can see the damage. You must notify us by email within 7 days on receipt of a damaged product, otherwise, we may not be able to guarantee exchange or replacement.