Shipping Policy

We aim to send all in-stock orders within 24 hours, but during busy periods please allow up to 3 working days for processing.
Once dispatched, delivery times vary by region (see table above).

Delivery times are estimates and may extend due to courier capacity, weather, or customs.

Please allow for this when ordering for special events or holidays.

Orders are shipped via NZ Post, DHL, or FedEx depending on your location.
Once your order is dispatched, you’ll receive tracking updates via email or SMS.
Delivery times are outlined in the above table - please allow for possible courier or customs delays.
Rural addresses (especially in the South Island) may take a little longer.

We’ll share seasonal cut-off dates on our site and socials. Please order early—couriers can take longer in November–December.

Pre-orders: We ship when the item arrives; dates are estimates and may shift.
Split shipments: We may ship items separately to avoid delays; you’ll receive tracking for each parcel.

We do our best to keep stock levels accurate, but occasionally an item may sell out after you’ve placed your order. If this happens, we’ll be in touch with a solution - either a refund, store credit or back-order (if available).

Customers are responsible for making sure parcels can be accepted at the delivery address provided.
If re-delivery is required, this will need to be organised and paid for by the customer.
Import taxes and duties (if applicable) are the responsibility of the customer unless prepaid at checkout.

New Zealand - GST is already included in your order price. Nothing extra to pay.

Australia: Prices are shown in AUD. GST is not included unless required by law. If GST becomes applicable, it will be displayed and collected at checkout.

International orders: - any customs duties, import taxes, or local charges are set by your country and may apply at the border. These costs aren’t included in our shipping fees and are the responsibility of the customer.

Need to make a change? Contact us straight away at hello@adisonandjere.com.

If your order hasn’t shipped yet, we’ll do our best to update details.
If your order has shipped, we can’t guarantee changes, but you may be able to request an update directly with the courier using your tracking number.

If you’ve entered an incorrect address and the parcel has already been dispatched:
We’re unable to refund or replace the goods. You may be able to request an address update directly with the courier.
If the parcel hasn’t shipped yet, email us immediately and we’ll try to update it before dispatch.

If a parcel is returned to us because it wasn’t collected or couldn’t be delivered:

Please ensure your shipping address can receive parcels. If re-delivery is required, the customer covers any new shipping fees.
We’ll contact you to arrange re-delivery (shipping fees apply) or provide store credit.
Return shipping is at the customers own cost. Original shipping is non-refundable.

We want your order to arrive safely, but sometimes couriers run into issues. Here’s how we handle it:

In transit (not yet delivered)
- If your order hasn’t arrived within the timeframe listed in our Shipping Table, email us at hello@adisonandjere.com
- We’ll lodge an investigation with the courier.
- If the courier confirms your parcel is lost, we’ll arrange a replacement or full refund (including shipping).

- Couriers may require you to complete a missing parcel declaration (or similar proof) to confirm non-delivery. We cannot process a replacement/refund until this step is completed.
- If the courier confirms loss or mis-delivery → we’ll arrange a replacement or full refund (including shipping).
- If the courier confirms correct delivery (including ATL drop) → we cannot offer a refund or replacement.

Marked “Delivered” but not received
If your tracking shows “Delivered” but you haven’t received your parcel:
- Check around your property, safe drop areas, mailbox, neighbours, or building manager.
- If you selected an unattended delivery option (e.g. Leave Safe or Authority to Leave “ATL”), confirm the drop location with the courier.
- Please note: if you’ve selected “ATL,” the risk transfers to you on the courier’s “Delivered” scan. If you prefer signature on delivery, please ensure you choose a secure location.

For any shipping or delivery queries, reach out to us directly:
hello@adisonandjere.com

Or, if needed, you can also contact the courier listed on your tracking email.