PROCESSING: Processing time is generally between 1 – 3 days this is dependent on day of order as well as my schedule. There is only one person behind the scenes, so I appreciate your patience.

SHIPPING - GENERAL: I try to guarantee shipment delivery between 2 - 4 days (location dependant) as this is stated by courier company at time of processing shipments. Any delays will be due to issues at the courier’s end. A multitude of reasons which can consist of weather issues, seasonal/event increases in deliveries.

A tracking number is sent out at time of processing. All orders will be shipped via NZ Post or ARAMEX (depending on availability and some couriers do not ship to certain areas or addresses).

All shipping rates are flat(with rural delivery also being a flat rate but slightly more than standard rate), so price covers multi-item orders.

Please ensure your address is correct in the address line at time of order. If you realise you have put in wrong address soon after order, please contact me as soon as you realise so address can be corrected before shipping is processed. Any miss deliveries due to incorrect address are at the fault of the customer.

DAMAGED ITEMS: Any damages to products during shipping will need to be assessed whether it’s
a fault from my end or the couriers. I try to package all orders to ensure no breakage occurs at any stage of the journey to its destination. If you find any items in your package that are damaged, please contact me via email iwantfluff@gmail.com with any images of damages. An assessment then can be processed. If it is determined that the damages of the items are due to courier mishandling, they will need to be contacted directly. And I will give you a 10% discount if you wish to buy another replace of item/s. If any damages occur due to insufficient packaging from my end, a replacement (if available) will be sent out. In the case that the item damaged and replacement required is not available we can discuss further options.

RURAL DELIVERY: Please be aware that rural delivery fees are slightly more expensive (approximately $4 difference), so if your address is determined to be rural and a rural fee has not been applied at checkout, I will follow up with instructions to pay for the difference for any orders under $100. I hate to be pedantic over such a small amount but as a small business, every dollar adds up. Any orders over $100 and this additional payment will be waivered.

LOST ITEMS: If your package is deemed lost, delivery note says delivered for example, but it appears to not be delivered and the correct address was applied to order, this becomes a courier issue and needs to be lodged with the courier. A link to do this should be accessible from the NZ post website which can be accessed here and Aramex here

SHIPPING PACKAGING: All standard orders are packed in hard cardboard boxes containing tissue paper and then placed within a compostable bag(please read bag instructions for this). Sometimes recycled bubble wrap, cardboard, tissue paper is used to ensure your items get to you safe and intact.

If items are purchased through IG SALE or when packaging stocks are low the use of recycled materials increases.

INTERNATIONAL PROCESSING: Processing time is generally between 1 – 4 days this is dependent on day of order as well as my schedule. International orders require more paperwork than national shipping so expect in busier periods of the year longer time frames. There is only one person behind the scenes, so I appreciate your patience. 

INTERNATIONAL SHIPPING - GENERAL:

Shipment delivery times are location dependant. I am working with what courier companies suggest as time frames.  Delays may occur. Any delays will be due to issues at the courier’s end. A multitude of reasons which can consist of being held at customs, weather issues, seasonal/event increases in deliveries.

All international orders may be subject to additional charges such as tax. The country of delivery may have additional tax (or other expenses) that will need to be paid to the right authorities. Goods and services taxes(GST) for New Zealand is included in all products on website.

A tracking number is sent out at time of processing. All orders will be shipped via NZ Post

All shipping rates are flat, so price covers multi-item orders.

FOR FURTHER INFORMATION, please see Domestic shipping information above.

Anything regarding faulty or damaged items on international orders, however, will need to be assessed. Send images to iwantfluff@gmail.com

Due to international shipping costs, a refund or store credit might be a more wise solution.

FAULTY ITEMS: In the instance where faulty items have been delivered, please email iwantfluff@gmail.com with any images of the faults as they will need to be assessed. As I make and send out every item/s myself, I take care in ensuring that faulty item/s are not sent out but realise that some issues may slip under my radar. Once issue has been assessed, I can check exactly what the fault is, and a replacement can be sent out or refund issued. I can also assess remaining stock on hand if there are any similar issues so can ensure prevention of it occurring again.

DAMAGED ITEMS: Any damages to products during shipping will need to be assessed whether it’s a fault from my end or the couriers. I try to package all orders to ensure no breakage occurs at any stage of the journey to its destination. If you find any items in your package that are damaged, please email iwantfluff@gmail.com with any images of damages. An assessment then can be processed. If it is determined that the damages of the items are due to courier mishandling, they will need to be contacted directly. And I will give you a 10% discount if you wish to buy another replace of item/s. If any damages occur due to insufficient packaging from my end, a replacement (if available) will be sent out. In the case that the item damaged and replacement required is not available we can discuss further options.

Sale items are not valid for exchange or refund unless faulty. Please see instructions for faulty items above.

All sale items are final.

If you decide after receiving order that its not what you want, item/s cannot be returned for a full refund. You may exchange items but a new delivery fee will be charged and also returning items to the FLUFF studio (in Christchurch) will also be at your cost. In some circumstances store credit can be issued. Items will need to be returned as soon as possible and within 7 working days of delivery.  Due to hygiene reasons items are not to be worn and in resalable condition. Items need to also be returned in original packaging (don’t worry if the tissue paper is all crumpled)