Shipping policy

Last updated: 15 November 2025

We want your experience to be as seamless and delightful as our jewellery — so here’s everything you need to know about how we ship, when you’ll get your order, and what may affect delivery times.

1. Order Processing & Handling

  • Once you place an order, please allow 3–5 business days for us to process and prepare your package for dispatch.

  • Orders are not shipped on weekends or public holidays (NZ time).

  • You will receive a confirmation email when your order is placed, and another once it has shipped — including a tracking number (where available).

2. Shipping Methods & Carriers

  • We ship via trusted carriers (insert your carriers: NZ Post, Aus Post, DHL, FedEx, etc) depending on destination and package weight/size.

  • For all international orders, we use reliable services that provide tracking and, in many cases, insurance for higher-value items.

  • For especially valuable orders, we may require or recommend signature on delivery to ensure safe receipt.

3. Shipping Rates & Duties

  • Domestic (New Zealand): Flat rate of $15 (or “Free shipping on orders over $200 NZD”).

  • International: Rates vary depending on the destination country/region. Shipping costs are calculated at checkout, and based on:

    • Destination country

    • Package weight & dimensions

    • Chosen shipping method

  • Taxes, Duties & Import Fees:

    • International customers may be responsible for import duties, customs, and local taxes depending on their country’s regulations.

    • These charges are not included in the checkout price unless explicitly stated.

    • Please check with your country’s customs office to understand what you may be charged upon delivery.

4. Estimated Delivery Times

Here are our estimated shipping timelines (after processing):

Region Estimated Transit Time*
New Zealand 1–5 business days
Australia / Pacific 5–10 business days
North America / Europe 7–21 business days
Other international regions 10–30 business days, depending on country and customs

* These are estimates. Actual delivery time may vary due to customs processing, local postal services, public holidays, or other unforeseen delays.

5. Order Tracking

  • Once your order ships, we will send you an email with your tracking number (if available) and a link so you can track your package.

  • Please keep an eye on your tracking details. If there’s a delay or your tracking shows an issue, reach out to us as soon as possible so we can help.

6. Shipping Insurance & Lost / Damaged Items

  • For higher-value orders, we strongly recommend purchasing shipping insurance (if your carrier or our checkout allows for it).

  • If a package is lost or arrives damaged:

    1. Contact us within 7 days of the delivery date.

    2. Provide your order number, a description of the issue, and (if damaged) photos.

    3. We will work with the shipping carrier to file a claim and, depending on the outcome, either reship the item or provide a refund.

7. Restrictions & Special Considerations

  • We currently ship to most countries worldwide, but there may be some excluded destinations from time to time due to shipping or customs limitations.

  • We cannot always guarantee exact delivery times for international orders due to customs delays or local postal service issues.

  • When shipping internationally, especially for high-value items, customers should be aware of local import regulations, potential additional taxes, and any handling fees imposed by customs or postal services.

8. Returns, Exchanges & Cancellations Related to Shipping

  • If you wish to cancel your order, please contact us before it ships. Once an order is in transit, cancellation may not be possible.

  • For returns or exchanges, please refer to our Returns & Refund Policy

  • If an order is returned to us because of a failed delivery (e.g., unclaimed package), the customer may be responsible for return shipping costs or re-shipment fees.

9. Updates & Delays

  • Occasionally, delays happen due to high order volume (e.g. holidays), extreme weather, or unforeseen issues with carriers.

  • We strive to keep our shipping estimates accurate, but reserve the right to adjust processing or delivery expectations when necessary.

  • If there is a known delay, we will communicate proactively via email.

10. Contact Us

If you have any questions, concerns, or need help with your shipment, feel free to reach out to us:

  • Email: studio@lilianbird.com

  • Phone: +6421607642