SHIPPING & RETURNS
PRODUCTION
Starfish and Moss West Coast Collection towel ponchos are handmade to order. This is an intentional decision to ensure we don't contribute to overstock and over-production, which is standard practice for most in our industry. Slow fashion also sits in line with our ethos that good things (and good design) take time.
Meticulously crafted with care, each towel poncho is sewn by our team, and as such, orders can vary in production times. We always do our best to get your purchase to you as soon as humanly possible, usually about 5 working days from the time you place your order. Upon checkout, our customer service team will update you on the approximate production time for your order. Thank you for your patience!
SHIPPING WITHIN NEW ZEALAND
Starfish and Moss take special care to ensure your product arrives safely by following all the procedures of our courier providers. Once your order has been picked up and has left our warehouse, it is now in the hands of NZ Post and we have no control over the product's whereabouts at this point. If you need to follow up on your order, please use the tracking details and contact NZ Post directly.
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Our goal is to dispatch your order as soon as possible. If, for whatever reason, there is a delay in production, dispatching or delivering your order, you will be notified immediately.
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We have a flat rate of NZ$19 to the North Island, NZ$12 within the South Island, and NZ$6 for delivery within Otago. We are based in Queenstown so please allow 2-3 working days to be delivered once dispatched.
TRACKING AND TRACING
Once your order has been placed, you will receive an email with your track and trace number. A link will be included in the email so that you can follow your delivery as soon as it has been dispatched.
COURIER DELAYS
Sometimes an order is delayed in transit. If this occurs, and once we are aware of it, we will do our best to follow up with your delivery and get it to you as soon as possible.
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Customs delays are rare however they do happen and these are unfortunately out of our control. If this does happen, the duty on the order will be payable by you as the importer, and is not payable by Starfish and Moss.
INTERNATIONAL SHIPPING
Rates vary for international orders, from NZ$36 - $200 (New Zealand is down at the bottom of the world!) and international orders usually take between 6-15 days to be delivered. We regularly review our shipping options to make sure we're offering you the best deal possible.
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We currently ship to Brazil, Canada, UK and USA. For other locations, please contact us to arrange a shipping quote. Unfortunately, we cannot ship to a PO Box when shipping internationally, you will need to provide us a physical address. Please don't hesitate to contact us if you have any questions regarding international shipping.
RETURNS
Please make considered choices when purchasing our items as we do not offer refunds, unless the item is faulty. Please see below for faulty items procedure.
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To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need proof of purchase.
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To start a return, you can contact us at hello@starfishanmoss.nz within 7 days of purchase.
A refund will only be given once the purchase is returned and inspected to make sure it is in the same conditions it was received. Delivery charges will apply at the customer’s expense. Starfish and Moss is not liable for returns being lost in transit.
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You can always contact us for any return questions at hello@starfishanmoss.nz.
DAMAGES AND ISSUES
Please inspect your order upon receiving it. Please contact us immediately if you believe the item is defective, damaged or if you received the wrong item so that we can evaluate the issue and make it right.