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Shipping Policy

We aim to get your order to you as quickly and smoothly as possible. Please review the following shipping information before completing your purchase.
 

Processing Time

Orders are typically processed and dispatched within 1–2 business days. You will receive a shipping confirmation email with tracking details once your order has been dispatched.

Please note: During peak periods or promotional events, processing times may be slightly extended.
 

Shipping Zones and Costs

We ship throughout Australia and New Zealand from local distribution centres.

At checkout, please ensure you select the correct shipping zone — including whether your address is rural or non-rural.
Selecting the wrong shipping option may result in delays or additional charges.

  • Rural Delivery incurs an additional cost due to third-party courier surcharges.

  • If rural shipping is not selected when required, your order may be held until the correct fee is paid.

If you are unsure whether your address is considered rural, please contact us before placing your order.
 

Delivery Times

  • New Zealand: 2–5 business days (rural areas may take longer)

  • Australia: 3–7 business days (depending on location)

Please note these are estimated delivery timeframes and may vary due to courier network delays, weather events, or other unforeseen circumstances.
 

Tracking Your Order

All parcels are shipped with tracked courier services. You will receive your tracking number via email once your order is dispatched.


Shipping Delays or Issues

If your order has not arrived within the expected timeframe, please first check your tracking link. If further assistance is needed, contact us at sales@themask.co.nz with your order number, and we’ll be happy to help.

Returns Policy

We are committed to ensuring our customers are completely satisfied with their purchase.
Please read the following returns policy carefully before making your purchase.
 

Change of Mind Returns

Due to hygiene and safety regulations, we only accept returns on products that are unopened, unused, and in their original sealed packaging.

Returns must be requested within 14 days of receiving your order.

To be eligible for a change of mind return:

  • The product must be unused, unopened (including the plastic sleeve), and in its original condition.

  • The tamper-proof seal must be fully intact.

  • Proof of purchase is required.
     

Items that do not meet these conditions will not be accepted for return.

Please note: Shipping costs for change of mind returns are the responsibility of the customer.
 

Faulty or Damaged Products

If your item arrives damaged, faulty, or defective, please contact us within 7 days of delivery at sales@themask.co.nz
We will require:

  • Your order number

  • A description of the issue

  • Clear photo or video evidence of the fault
     

If the product is confirmed as faulty, we will offer a replacement or full refund, including return shipping costs where applicable.


How to Request a Return

To initiate a return or replacement, please contact us at [insert email address] with your order details and reason for return. We will respond within 2 business days with next steps.
 

Non-Returnable Items

We do not accept returns on:

  • Products that have been opened or used

  • Products where the packaging or seal has been broken

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