Shipping and Returns
Shipping
Your order will be sent to you in a recycled paper mailer and sealed with compostable paper tape.
Shipping outside of New Zealand: You have 2 options
Untracked shipping: €10 sent with NZ Post. It should take 14 days from dispatch but due to covid and depending on which country you are in, it will probably take longer. If you are worried about your shipment please contact us before 21 days have passed. NZ Posts policy states that they will not help or refund us for a missing parcel if they were not contacted within 21 days of the parcel being sent. (We have lost only 1 parcel in Italy since covid began)
Tracked shipping: €20 sent with DHL - Shipping time is between 5-7 days from dispatch. The invoice window is unfortunatley made of non compostable plastic. We hope to update this asap.
Shipping within New Zealand: Free tracked shipping : 4 days from dispatch
Please note! the words FROM DISPATCH : Some items we have on hand, ready to send. Others we make to order. If you need your item to arrive before a certain date please email us and we will prioritise your order.
Duty and import tax:
Depending on your country and the price of your order, you could be charged Duty tax and or VAT. This is up to the customer to pay. We send all items from New Zealand.
Returns
We would like to maintain low prices for our customers so that sustainable swimwear is a viable option for everyone. Any return works against us being able to do this so please check your measurements against our size chart before purchasing and email us at emroce@gmail.com if you are still unsure. Please be honest if considering a return.
Our policy lasts 15 days. If 15 days have gone by since the delivery of your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in the original packaging or biodegradable and/or recycled packaging.
We do not accept swimwear bottoms as they are an intimate item.
To complete your return please first contact us with a receipt or proof of purchase and a description of your issue with the product.
You can be assured that we will always work with you to find a happy solution to any problem that may arise.
We do accept returns for repair. Please check the terms here and email us at emroce@gmail.com
To return your product, preferably you should return to sender in the same packaging. If this is not an option please use compostable, recyclable or reused packaging.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, and have returned to sender the cost of return shipping will be deducted from your refund.
If you are shipping an item over $75 in new packaging, you should consider using a trackable shipping service. We can’t guarantee that we will receive your returned item.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 working days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at emroce@gmail.com.
Refunds for cancellations
You are free to cancel an order up until the moment it is sent. You will receive a confirmation email when your order has been sent. If you cancel your order after this point you will not receive a refund. By completing your order at checkout you accept that there may be duty or importation tax added by customs and that these extra charges are to be paid by you, the customer.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at emroce@gmail.com and once we have discussed the issue please send your item to: 60 Topaz Drive, Papamoa Beach, New Zealand 3118
Remember that we will always work with you to find a happy solution to any problem that may arise. We are very lovely people.