Shipping policy

SHIPPING POLICY

Effective Date: 31 May 2026

Shipping Overview

All EASTERLY products are made-to-order and shipped internationally from our trusted fulfillment partners. This means your order is produced specifically for you after you place it.

Business Details

EASTERLY LIMITED (trading as Easterly)
NZBN: 9429053316738
Address: 6 Peterson Hill Road, 9818, Stewart Island, New Zealand
Email: hello@easterly.kiwi
Website: www.easterly.kiwi

1. Production Time

Because our products are made-to-order:

  • Production time: 2-7 business days (depending on product and fulfillment location)
  • Production begins after your order is confirmed and payment is processed
  • Orders cannot be cancelled once production has started

2. Shipping Time

Once your order is produced, it will be shipped to you. Shipping times vary by destination:

Destination Estimated Shipping Time
New Zealand 10-20 business days
Australia 10-20 business days
USA 7-15 business days
Canada 7-15 business days
UK & Europe 7-15 business days
Rest of World 10-20 business days

Total delivery time = Production time + Shipping time

Example: An order to the USA may take 9-22 business days total (2-7 days production + 7-15 days shipping).

3. Estimated Delivery Times

Estimated delivery times are provided as a guide only and are not guaranteed. Actual delivery times may vary due to:

  • Customs processing delays
  • Courier delays or errors
  • Public holidays or peak shipping periods (e.g., Christmas, Black Friday)
  • Natural disasters, pandemics, or unforeseen events
  • Remote or rural delivery locations

We are not responsible for delays caused by these factors.

4. Shipping Costs

Shipping costs are calculated at checkout based on:

  • Your shipping destination
  • The weight and size of your order
  • The shipping method you select

We offer the following shipping options (where available):

  • Standard Shipping (most affordable)
  • Express Shipping (faster delivery, additional cost)

Free shipping promotions may be offered from time to time and will be clearly displayed at checkout.

5. Order Tracking

Once your order ships, you will receive a shipping confirmation email with:

  • A tracking number
  • A link to track your order with the carrier

You can track your order using the carrier's website. If your tracking information is not updating, please allow 24-48 hours for the carrier to scan and update the system.

6. Shipping Carriers

We use trusted international shipping carriers, including:

  • New Zealand: NZ Post, CourierPost
  • Australia: Australia Post, Sendle
  • USA: USPS, FedEx, UPS
  • Canada: Canada Post
  • UK & Europe: Royal Mail, DHL, DPD
  • Rest of World: DHL, FedEx, local postal services

The carrier used for your order will depend on your location and the fulfillment center processing your order.

7. Customs & Import Duties

7.1 International Orders

International customers: Your order may be subject to customs fees, import duties, or taxes imposed by your country.

These fees are NOT included in our product or shipping prices and are the responsibility of the customer.

7.2 Customs Delays

Customs processing can cause delays, especially during peak periods. We are not responsible for delays caused by customs.

7.3 Refused or Unclaimed Packages

If you refuse delivery or do not pay customs fees, and the package is returned to us:

  • You will not receive a refund for the product or original shipping costs
  • You may be charged return shipping fees
  • We reserve the right to deduct costs from any refund issued

We recommend checking with your local customs office before placing an order if you have concerns about duties or taxes.

Please note that customs fees and import duties apply to international orders only. Orders within New Zealand are not subject to import duties or customs charges.

8. Incorrect or Incomplete Shipping Address

8.1 Customer Responsibility

Please ensure your shipping address is correct and complete before placing your order, including:

  • Street address (no P.O. boxes for some carriers)
  • Apartment/unit number (if applicable)
  • City, state/province, postal code
  • Country
  • Phone number (required for international orders)

8.2 Address Changes

If you need to update your shipping address, contact us immediately at hello@easterly.kiwi.

Once your order has shipped, we cannot change the address.

8.3 Undeliverable Packages

We are not responsible for orders shipped to incorrect or incomplete addresses provided by the customer. If your package is returned to us due to an incorrect address:

  • You may be charged return shipping fees
  • You will need to pay for re-shipping to the correct address

9. Lost or Stolen Packages

9.1 Delivery Confirmation

If your package is marked as delivered but you have not received it, we recommend contacting your local carrier directly to file a claim. While we are unable to take responsibility for packages confirmed as delivered by the carrier, we will do our best to assist you in resolving the matter. Please contact us at hello@easterly.kiwi and we will support you through the process.:

  1. Check with neighbours or building management
  2. Check around your property (some carriers leave packages in safe locations)
  3. Contact the shipping carrier using your tracking number
  4. Contact us at hello@easterly.kiwi and we will assist you

9.2 Liability

We are not responsible for packages that are:

  • Lost or stolen after delivery confirmation by the carrier
  • Delivered to the address you provided (even if incorrect)
  • Delayed or lost due to carrier errors (we will assist with claims where possible)

9.3 Lost in Transit

If your package appears to be lost in transit (no tracking updates for an extended period), contact us as soon as possible at hello@easterly.kiwi.

Lost-shipment issues must be reported within 30 days of the estimated delivery date to be eligible for a claim or replacement.

10. Damaged Packages

If your package arrives damaged, please:

  1. Take photos of the packaging and the damaged item(s)
  2. Contact us within 7 days of delivery at hello@easterly.kiwi with:
    • Your order number
    • Photos of the damage
    • A description of the issue

We will work with you to arrange a replacement or refund (see our Refund Policy for details).

11. Shipping Delays

We are not responsible for shipping delays caused by:

❌ Customs processing
❌ Courier delays or errors
❌ Natural disasters, pandemics, or unforeseen events (force majeure)
❌ Public holidays or peak shipping periods
❌ Incorrect or incomplete shipping addresses
❌ Remote or rural delivery locations
❌ Weather conditions

If your order is significantly delayed, please contact us at hello@easterly.kiwi and we will do our best to assist.

12. Multiple Items in One Order

If you order multiple items, they may be shipped separately from different fulfillment centers to ensure faster delivery.

You will receive separate tracking numbers for each shipment.

13. Undeliverable or Returned Packages

If a package is returned to us as undeliverable due to an incorrect address provided by the customer, refused delivery, an unclaimed package, or unpaid customs fees, we will contact you to arrange reshipment at your cost. If reshipment is not possible, we are unable to refund the product or original shipping cost. In exceptional circumstances, we may offer store credit at our discretion.

14. Contact Us

If you have any questions about shipping, tracking, or delivery, please contact us:

Email: hello@easterly.kiwi
Website: www.easterly.kiwi

We aim to respond to all inquiries within 24-48 hours (business days).

Last Updated: 31 May 2026