Shipping policy

SHIPPING POLICY

Last updated: 22 July 2026

Thank you for shopping with Isla Wellington.

This Shipping Policy explains our order processing times, estimated delivery timeframes, tracking procedures, delivery issues, lost or damaged parcels, and what happens when an order cannot be successfully delivered.

Isla Wellington is operated by Diogo Carracinha.

Please read this policy carefully before placing your order.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies you may have under the New Zealand Consumer Guarantees Act 1993 or any other applicable consumer protection law.

1. Order Processing

Once your order has been successfully placed and payment has been confirmed, we normally require:

1 to 3 working days

to prepare your order for dispatch.

Orders placed during weekdays are generally processed as quickly as possible.

Orders placed:

  • on Friday evenings;

  • during weekends;

  • on New Zealand public holidays; or

  • during particularly busy promotional or seasonal periods

may require additional processing time.

A working day means Monday to Friday, excluding applicable public holidays.

Processing time is separate from shipping and delivery time.

Once your order has been dispatched, you will normally receive shipping or tracking information where tracking is available.

2. Estimated Delivery Time

After your order has been dispatched, the estimated delivery timeframe is generally:

8 to 12 working days

Together with our normal processing time, most orders are therefore expected to arrive approximately:

9 to 15 working days after order confirmation

These timeframes are estimates rather than guaranteed delivery dates, unless we expressly state otherwise.

Delivery may occasionally take longer due to circumstances such as:

  • courier delays;

  • customs or border processing where applicable;

  • severe weather;

  • public holidays;

  • high seasonal demand;

  • transportation disruptions;

  • remote delivery locations;

  • international logistics delays; or

  • other circumstances outside our reasonable control.

We will always aim to have your order delivered as efficiently as reasonably possible.

If your order is significantly delayed, please contact:

orders@islawellington.nz

Please include your order number so that we can investigate the shipment with the relevant carrier or fulfilment partner.

3. International Fulfilment

To provide our customers with access to our product range, some Isla Wellington orders may be processed, fulfilled and shipped from international fulfilment centres located outside New Zealand, including in Asia.

This means that your parcel may travel internationally before being delivered to your New Zealand address.

The international origin of a shipment does not affect any rights you may have under applicable New Zealand consumer law.

Depending on:

  • the products ordered;

  • stock availability;

  • supplier location; and

  • the fulfilment facilities used,

items from the same order may occasionally be shipped separately and arrive in different parcels.

Where we choose to split an order into multiple shipments, you will not be charged additional shipping fees solely because of that decision.

4. Shipping Confirmation and Tracking

Where tracking is available, you will receive shipping or tracking information after your order has been dispatched.

Please allow some time after receiving your tracking details for the carrier's system to activate or update.

Tracking events may occasionally take several working days to appear or update while a parcel is moving:

  • between international logistics facilities;

  • through customs or border processing;

  • between carriers; or

  • through local delivery networks.

A temporary lack of tracking updates does not necessarily mean that the parcel has stopped moving.

If your tracking information has not updated for an unusually long period, please contact:

orders@islawellington.nz

Please include:

  • your full name;

  • order number; and

  • tracking number, if available.

We will investigate the shipment where reasonably possible.

5. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Before completing checkout, please carefully verify:

  • recipient name;

  • street address;

  • apartment or unit number, where applicable;

  • suburb;

  • city;

  • postcode;

  • telephone number where requested; and

  • any other information required for successful delivery.

If you discover an error in your delivery address, contact us as soon as possible at:

orders@islawellington.nz

Please include:

  • your order number;

  • the incorrect address; and

  • the correct delivery address.

We will make reasonable efforts to update your address if the order has not yet entered fulfilment or been dispatched.

However, once an order has entered fulfilment or has been dispatched, we may not be able to:

  • change the address;

  • redirect the parcel; or

  • stop the shipment.

6. Orders Returned Due to an Incorrect Address or Failed Delivery

A parcel may be returned to us or to one of our fulfilment partners where, for example:

  • an incorrect or incomplete address was provided at checkout;

  • required address information was missing;

  • the recipient refuses delivery without a valid issue relating to the product or order;

  • the customer fails to collect a parcel after being notified that collection is required;

  • reasonable delivery or redelivery attempts are unsuccessful because the recipient is unavailable; or

  • delivery cannot be completed due to information or instructions supplied by the customer.

If this happens, please contact:

orders@islawellington.nz

Depending on the circumstances, we may offer:

Reshipment

We may arrange for the order to be shipped again.

Where the failed delivery was caused by incorrect information, failure to collect the parcel or another circumstance attributable to the customer, reasonable additional shipping costs may apply.

Refund

Where appropriate, a refund may be available after the returned parcel has been received and processed.

Reasonable shipping, return or handling costs actually incurred as a result of the failed delivery may be deducted where permitted by law.

We do not automatically impose a fixed percentage restocking fee.

Any deduction will be assessed reasonably based on:

  • the circumstances of the failed delivery;

  • actual costs incurred; and

  • applicable consumer law.

No improper deduction will be made where the delivery failure resulted from an error by:

  • Isla Wellington;

  • our fulfilment partners;

  • the delivery provider; or

  • another party for whom we are legally responsible.

7. Refused Deliveries

If you refuse delivery because you have simply changed your mind about the purchase, the order may be handled in accordance with our Refund & Return Policy once the parcel has been returned to the designated facility.

Reasonable costs actually incurred because of an unjustified refusal of delivery may be deducted from any applicable refund where permitted by law.

If you believe there is a problem with the parcel or product, we recommend contacting us before refusing delivery where reasonably possible.

If:

  • the outer packaging appears damaged;

  • you believe the wrong item may have been sent;

  • you believe the product may be faulty; or

  • there is another issue with the order,

please document the issue with photographs where possible and contact:

returns@islawellington.nz

We will advise you on the appropriate next steps.

8. Delayed Orders

While we aim to deliver orders within the estimated timeframe, occasional delays may occur.

If your order has not arrived within the expected delivery period, please contact:

orders@islawellington.nz

Please provide:

  • your full name;

  • order number;

  • delivery address; and

  • tracking number, if available.

We will investigate the shipment with the relevant:

  • carrier;

  • logistics provider; or

  • fulfilment partner.

Where Isla Wellington arranges delivery, we will address legitimate delivery issues in accordance with applicable New Zealand consumer law.

9. Lost Parcels

If tracking information or other circumstances indicate that your parcel may have been lost in transit, please contact:

orders@islawellington.nz

We may need to open an investigation with the relevant carrier before confirming that a parcel is officially lost.

Investigations may require reasonable processing time depending on:

  • the carrier;

  • the shipping route;

  • international transit;

  • delivery records; and

  • the circumstances of the shipment.

If an order is confirmed as lost before successful delivery, we will provide an appropriate remedy, which may include:

  • replacement;

  • reshipment; or

  • refund,

depending on the circumstances and your rights under applicable law.

Customers will not be required to absorb the cost of an order that is genuinely lost in transit before successful delivery due to circumstances for which they are not responsible.

10. Delivered but Not Received

If tracking shows your parcel as delivered but you cannot locate it, please first:

  1. check the delivery location and any safe places around the property;

  2. check with other members of your household;

  3. check with neighbours where appropriate;

  4. check your mailbox, reception area or parcel collection location where applicable; and

  5. contact the delivery provider if the tracking information identifies the carrier.

If you still cannot locate the parcel, contact us promptly at:

orders@islawellington.nz

Please include:

  • your order number;

  • tracking information; and

  • confirmation that you have checked the likely delivery locations.

We will assist in investigating the delivery where reasonably possible.

The appropriate resolution will depend on:

  • the carrier's investigation;

  • proof of delivery;

  • delivery instructions;

  • the delivery location; and

  • the circumstances surrounding the shipment.

11. Damaged Packages or Products

If your parcel arrives visibly damaged, please take photographs before disposing of the packaging.

Where reasonably possible, photograph:

  • the external packaging;

  • the shipping label;

  • the contents of the parcel;

  • any damage to the product; and

  • any other relevant evidence.

Please contact:

returns@islawellington.nz

Include:

  • your full name;

  • order number;

  • a description of the issue; and

  • clear photographs or videos where reasonably possible.

Damaged, defective or incorrect products will be handled in accordance with our Refund & Return Policy and your rights under applicable New Zealand consumer law.

12. Incorrect Items

If you receive an item that is different from what you ordered, please contact:

returns@islawellington.nz

Please provide:

  • your order number;

  • details of the item you ordered;

  • details of the item you received; and

  • photographs where reasonably possible.

We will review the issue and provide the appropriate resolution in accordance with our Refund & Return Policy and applicable law.

13. Changes and Cancellations Before Dispatch

If you need to change or cancel an order, please contact us as soon as possible after placing it.

Please email:

orders@islawellington.nz

Include your order number and the requested change.

We will make reasonable efforts to accommodate your request.

However, because orders may enter processing quickly, we cannot guarantee that an order can be:

  • changed;

  • cancelled;

  • redirected; or

  • stopped

once fulfilment has begun.

If the order has already been dispatched, the applicable return process will normally apply.

Please refer to our Refund & Return Policy for further information.

14. Separate Shipments

In some circumstances, products within the same order may be shipped separately.

This may happen because:

  • products are stored at different fulfilment facilities;

  • items become available at different times;

  • different shipping methods are required; or

  • splitting the shipment allows us to fulfil your order more efficiently.

You may therefore receive more than one:

  • parcel;

  • tracking number; or

  • delivery date

for the same order.

Where we choose to split your order, you will not be charged additional shipping fees solely because the order has been divided into multiple shipments.

15. Customs and Border Processing

Because some products may be shipped internationally, parcels may occasionally be subject to:

  • customs processing;

  • border inspections;

  • security checks; or

  • other import-related procedures.

These procedures may cause additional delivery delays outside our direct control.

Where taxes, duties or other import charges apply, they will be handled in accordance with applicable law and any information presented to you during the purchasing process.

We will not intentionally misrepresent applicable charges or obligations relating to your order.

16. Consumer Rights

Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the:

New Zealand Consumer Guarantees Act 1993

or any other applicable consumer protection legislation.

Our estimated delivery timeframes do not remove any statutory rights you may have if an order:

  • is not delivered;

  • is significantly delayed;

  • is lost;

  • arrives damaged; or

  • otherwise fails to comply with applicable consumer guarantees.

17. Contact Us

Please use the contact address most relevant to your enquiry.

Orders, Shipping, Tracking and Delivery

orders@islawellington.nz

Use this email for:

  • order status;

  • tracking;

  • delivery delays;

  • lost parcels;

  • address corrections;

  • failed deliveries;

  • order changes; and

  • cancellations before dispatch.

Returns, Damaged or Incorrect Items

returns@islawellington.nz

Use this email for:

  • damaged products;

  • defective products;

  • incorrect items;

  • returns;

  • exchanges; and

  • refunds.

General Customer Support

support@islawellington.nz

General Enquiries

hello@islawellington.nz


Isla Wellington

Trading Name: Isla Wellington
Store Operator: Diogo Carracinha

When contacting us regarding an existing order, please always include your order number so that we can assist you more efficiently.