Shipping policy

 

Last updated: 28 August 2025

Shipping Range

  • Countries: We currently ship within New Zealand only.
  • Restrictions: We do not ship to P.O. boxes, military bases, or diplomatic locations.
  • Future Expansion: We are considering expanding to other regions.

Shipping Costs

  • Within New Zealand: Free shipping on all orders.
  • No Hidden Fees: All costs are clearly shown at checkout.

Order Processing Time

  • Processing Time: Orders are processed within 1–2 business days (Monday to Friday).
  • Last Order Time: Orders placed by 5:00 PM NZT on Fridays are processed the same week.
  • Weekend & Public Holiday Orders: Processed the next business day.

Transit Time

  • Estimated Delivery: 5–7 business days via courier.
  • Business Days: Monday to Friday only.
  • Delivery Notes: Times are estimates and may vary due to weather, courier delays, or unforeseen events.
  • Total Delivery Time: Typically 6–9 business days from order placement to delivery.

Shipping Process

  • Courier Services: We typically use New Zealand Post and Aramex. Other couriers may be used if needed.
  • Insured Shipments: All parcels are insured. If your item is lost or damaged during transit, please contact us for assistance.

Tracking Instructions

  • Tracking Info: A tracking number and courier details will be emailed to you after your order is dispatched.
  • Track Your Order: You can enter your tracking number on our website to view delivery updates.
  • Questions: If you need help tracking your order, please contact our support team.

Missing Items Procedure

  • Reporting: Notify us within 7 days of receiving your package by emailing hello@gusandgrace.com.
  • Resolution: We’ll investigate and either send a replacement or offer a refund within 7 business days.

Return Policy

  • Return Window: Returns are accepted within 30 days of delivery.
  • Conditions: Items must be unused, undamaged, and returned in original packaging. Personalised items are non-returnable.
  • Costs: Customers are responsible for return shipping unless the item is defective or incorrect.
  • Refunds: Processed within 7 business days of receiving the returned item. Refunds are issued to the original payment method.

Restocking Fee

No restocking fees apply for any returns.

Return Delivery Costs

  • Defective Items: No return shipping cost to you. This applies if the item is damaged, defective, or incorrect.
  • Change of Mind: The customer is responsible for the return shipping cost if the item was ordered incorrectly or is no longer wanted.

Contact Us

If you have any questions about your order or shipping, please reach out to us by using:

  • Email: hello@gusandgrace.com
  • Phone: +64 4 886 6898
  • Mail: 2 Huia Rd, Days Bay, Lower Hutt, 5013, New Zealand
  • Support Hours: Monday–Friday, 9 AM–5 PM NZT (closed on public holidays)