FREE SHIPPING IN NZ/AUS ON ORDERS OVER $150NZD

Shipping policy

Shipping Policy

This Shipping Policy applies to all purchases made through Twill Outdoors (“we”, “us”, “our”). By placing an order with us, you agree to the terms below.

1. Fulfilment & Processing

  • All orders are shipped from our warehouse in Auckland, New Zealand.

  • We process and dispatch orders within 1–2 business days (Monday–Friday, excluding public holidays).

  • During peak seasons, sales, or unforeseen events, dispatch times may be longer. Customers will be notified of significant delays.

2. Shipping Options & Rates

New Zealand

  • Standard Tracked Courier – $6 NZD (1–3 business days; rural 2–5 business days)

  • Free Shipping – Orders over $150 NZD

Australia

  • Standard Shipping (NZ Post) – $14.95 AUD (5–10 business days)

  • Express Shipping (DHL Express) – $20 AUD (2–5 business days)

  • Free Express Shipping – Orders over $200 AUD

Rest of World

  • Standard International (NZ Post) – approx. $60 NZD (~$36 USD) (7–14 business days)

  • Express International (DHL Express) – approx. $68 NZD (~$41 USD) (3–7 business days)

  • Free Express Shipping – Orders over $250 USD

Note: Delivery times are estimates only and cannot be guaranteed. Actual delivery may vary due to customs processing, courier delays, or circumstances beyond our control.

3. Tracking Your Order

  • All shipments include a tracking number.

  • Once your order is dispatched, you will receive an email with tracking details.

  • Customers are responsible for monitoring their tracking and contacting the courier if delivery issues occur.

4. Customs, Duties & Taxes

  • International shipments may be subject to customs duties, taxes, or import fees imposed by the destination country.

  • These charges are the responsibility of the customer and are not included in the product price or shipping fees at checkout.

  • We cannot mark shipments as “gift” or undervalue orders to avoid customs charges.

  • If you refuse to pay duties and the parcel is returned to us, we will refund the product cost only (shipping fees are non-refundable).

5. Delivery Issues & Liability

  • Once an order is handed to the courier, risk passes to the customer.

  • We are not responsible for:

    • Delays caused by carriers, customs, weather, or events outside our control.

    • Lost or stolen parcels marked as “delivered” by the courier.

    • Incorrect addresses provided by the customer at checkout.

  • If a parcel is returned due to an incorrect address or failed delivery attempts, the customer will be responsible for reshipping costs.

6. Damaged or Missing Items

  • If your order arrives damaged or incomplete, please contact us within 7 days of delivery at Contact@twilloutdoors.com.

  • Include photos of the packaging and items received so we can investigate with the courier.

  • Claims made outside this window may not be eligible for replacement or refund.

7. Partial Shipments

  • We reserve the right to split orders into multiple shipments if necessary (e.g. stock availability).

  • You will not be charged additional shipping fees for split shipments.

8. Public Holidays & Peak Periods

  • Orders placed on public holidays or during peak retail periods (e.g. Black Friday, Christmas) may take longer to process and deliver.

  • Please order early to avoid disappointment.

9. Contact Us

If you have any questions about this Shipping Policy or need help with your order, please contact us at:

📧 Contact@twilloutdoors.com
📍 Twill Outdoors, Auckland, New Zealand