Shipping Policy
Processing Time
Orders are processed within 24–48 hours (business days) of payment confirmation. During sale periods or holidays, processing may take up to 2 additional business days.
Delivery Time
Estimated delivery to New Zealand is 6–16 business days after dispatch. Delivery estimates are provided in good faith and are not guaranteed delivery dates; transit times depend on carriers and customs. Where no delivery time is agreed, goods will be delivered within a reasonable time in line with the Consumer Guarantees Act 1993.
Tracking
You will receive a tracking number by email once your order is dispatched. You can follow your delivery via the Track Your Order page on our website. Please allow 1–3 business days for tracking to activate.
Taxes, Duties and Customs
- Where required, GST on low-value imported goods is collected at checkout.
- For consignments above the applicable import threshold, customs duties, taxes and clearance charges may be levied by the New Zealand Customs Service or the carrier on delivery. These charges are determined by the authorities, are outside our control, and are the responsibility of the customer unless stated otherwise at checkout.
- Customs inspections can add transit time; such delays are outside our reasonable control.
Shipping Address
It is your responsibility to provide a complete and accurate shipping address (including unit numbers). Address changes are only possible before dispatch and cannot be guaranteed. Parcels returned or lost due to an incorrect or incomplete address provided by you are not eligible for a refund of shipping costs, and reshipment will be at your cost.
Split Shipments
Orders containing multiple items may be shipped in separate parcels, each with its own tracking number, at no extra cost to you.
Delays, Lost and Undelivered Parcels
- We are not responsible for delays caused by carriers, customs, weather, strikes or other events outside our reasonable control.
- If your tracking has not updated for 10 business days, contact support@sophie-lila.com and we will open a carrier investigation. Refunds or reshipments for lost parcels are processed once the carrier investigation confirms loss.
- Where tracking shows delivered to the address you provided, the parcel is considered delivered. If you believe it was not received, notify us within 7 days so we can investigate with the carrier; we may require carrier confirmation before any remedy is offered.
Contact
support@sophie-lila.com — Sophie & Lila, Borné 62, 4374DB Zoutelande, Netherlands.
