Shipping & Returns
We only ship within New Zealand, we currently do not offer shipping outside of New Zealand.
Our Business Days are Monday - Friday (excluding Public Holidays) from 9am-4.30pm New Zealand time.
COVID SHIPPING DELAYS
Any Coola orders made during Alert Level 4 will not be shipped until it is safe to do so at Alert Level 3. You will receive tracking details once we are able to send your order out. During Alert Levels, please be patient, as courier delays are likely to occur.
HOLIDAY PROCESSING TIMES
Over the holiday season, we will only be sending out orders once a week, so please expect some delays over this time. This means there will be one shipment sent out between 28th December - 3rd January 2020 and then a second shipment sent out between 4th-10th January 2020. We will return to shipping orders daily as of 11th January 2020.
SHIPPING & PROCESSING
We endeavour to process all orders within 24 working hours of receipt.
We use Fastway Couriers and orders have an expected delivery window of 3-5 business days. Please note that all orders are sent via courier and require a signature unless otherwise stated. Please use the comments section at checkout for alternative delivery instructions. e.g. Please leave in my letterbox. We unfortunately cannot deliver to PO Boxes.
Processing and shipping times do not include weekends. Orders placed on Friday after 11am and all Saturday and Sunday orders will be processed the following Monday.
If we expect any delays or changes to your estimated shipping time, you will be notified using the contact details submitted with your oder. We shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.
Coola NZ offers free shipping on all urban orders over $109.00.
For rural orders over $109, we charge $8.00.
For standard orders under $109, we charge $10.00 and for rural addresses we charge $18.00.
*Free shipping excludes orders consisting of 15 units or more, please email us at email@example.com for delivery costs that may incur in this case.
CLICK & COLLECT
We will be offering Click & Collect as a pickup option in the lead up to Christmas. This will be available from Tuesday the 15th December until Tuesday 22nd December. Click & Collect orders can be picked up from our Kingsland warehouse: 38 Aitken Terrace, Kingsland, Auckland. Orders are usually processed within 24 hours, but please wait until you have received an order confirmation email from us prior to picking up your items. Items can be collected Monday-Friday 9am-2:30pm.
In the event that your products are faulty or cause an allergic reaction, you will be provided with a full refund or exchange within 14 days of the original purchase date. Exchanges must be for another product to the same value. Please note we will not accept a return after 14 days and we will not accept returns of opened products (with the exception of if an allergic reaction has occurred).
We strongly recommend that you visit one of our stockists prior to purchasing online to ensure the correct colour, shade, texture etc is purchased - as we will not provide refunds or exchanges based on change-of-mind.
In the event of a possible product skin reaction, we urge you to make contact with us at firstname.lastname@example.org immediately as we take this very seriously and want to be able to find an appropriate solution as soon as possible.
If you need to return an item, or something has gone wrong with your order, please fill out the returns form below. Please note that you may be required to attach photographic evidence to support your form via email after your form has been submitted.