Shipping & Returns


Raglan Surf Emporium maintains full ownership of the products until full payment has been obtained

Once items are collected by the courier company they become the responsibility of the customer. We will do our best to locate any missing packages.

We are not responsible if incorrect delivery address supplied.

All NZ packages are sent via Courier Post from our store in Raglan. Your order will be sent within 2 working days after it has been placed excluding weekends and holidays.

Deliveries are Monday to Friday only.

Packages are delivered by courier post (actual transit time may be up to 7 days from shipment) A shipping confirmation with tracking information will be sent when your order is dispatched.

You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.

Any Rural order may result in a extra 2 days transit time.

 

*Carrier delays: shipping carriers are currently experiencing delays due to overwhelming volume. Please be patient and allow up to 7 business days from your tracking information to receive your shipment . We apologize for any inconvenience these delays may cause and thank you for your continued patience.”

SHIPPING RATES

New Zealand

A flat shipping rate is added to any order under $50

Free over $50

No Extra charge for Rural delivery

Australia

Australian Deliveries are sent via International Air Parcel – Tracked

You will be sent tracking information when parcel is sent .

The delivery time once the package has left our warehouse is between 5 – 10 working days.Please Read below in Red re current shipping delays.

Up to 1kg $25 NZD

1kg-2kg $35 NZD

2kg-3kg $50 NZD

Over 3kg $70 NZD

Please check if import duties and taxes apply to your parcels/country. We are not liable for individual countries tax/duties if there is a charge.

Please read INTERNATIONAL CUSTOM CHARGES section below

ALL INTERNATIONAL SHIPMENTS *Carrier delays: shipping carriers are currently experiencing delays due to overwhelming volume. Please be patient and allow up to 20 business days from receiving your tracking number for your parcel to arrive. We apologize for any inconvenience these delays may cause and thank you for your continued patience.” 

 

Rest of World

International Orders  are sent via International Air Parcel – Tracked .

You will be sent tracking information when parcel is sent .

Please Read below in Red re current shipping delays.

Up to 1kg $35 NZD

1kg to 2kg $60 NZD

2kg-3kg $80 NZD

Over 3Kg $100 NZD

Please check if import duties and taxes apply to your parcels/country. We are not liable for individual countries tax/duties if there is a charge.

Please read INTERNATIONAL CUSTOM CHARGES section below

ALL INTERNATIONAL SHIPMENTS *Carrier delays: shipping carriers are currently experiencing delays due to overwhelming volume. Please be patient and allow up to 20 business days from receiving your tracking number for your parcel to arrive. We apologize for any inconvenience these delays may cause and thank you for your continued patience.”

INTERNATIONAL CUSTOM CHARGES

Goods are shipped DDU. This term indicates that RSE only takes responsibility for shipping the product, and requires the customer to pay any import costs, such as VAT, duties, and clearing fees. 

Any orders which are to be shipped overseas may incur a customs or import duty charge. RSE does not have any control over these charges and is unable to advise what the charges will be. For more information, please contact your local customs office.

Any and all charges are to be paid by the Customer on delivery of order. RSE will not pay these customs charges. If you refuse to pay these charges your parcel may be abandoned, we will not accept a return of the products. RSE will not be held responsible for any loss or damage which you may suffer as a result of this occurrence.

RETURNS POLICY

It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, you will have to return the products at your expense in order to receive a refund. The freight will not be refunded.

If there is something wrong with the product or not exactly what you wanted or if your delivery is not identical to your order , please contact our store on 07 282 0018 or send us a e-mail (info@raglansurfemporium.com) please include as many details as possible including your order number as well as a picture if there is something wrong with one of the products.

You may return/exchange any item  within 14 days of receipt for an exchange/credit note or refund. All items must be unused and in original condition with the tags attached accompanied by a receipt. Only online sales can be returned for a refund. When we receive the product, we will refund the value of the purchased product, but not the original freight.

The item being refunded will be refunded by the original form of payment.

*International Refunded amounts are dependent on the exchange rates at time of purchase and time of refund. We refund the same amount in NZ $ as shown on your order confirmation as the purchase price(without shipping ) As a result you may receive slightly more or less in your currency than you originally paid due to changes in exchange rates.

EXCHANGE

If the garment size is incorrect and you would like to exchange please call the store so we can check if alternate size is available and hold for you . You can either bring the garment into the store to exchange or you can post back via a courier at your cost and we will return to you (On us)

*All international exchanges will incur an additional shipping charge for us to ship the item back to you. You will need to pay before we can send them back to you.

Please do not hesitate to contact us if you require any additional info – info@raglansurfemporium.com

Please post return using tracked courier to:

Our return address is:
Raglan Surf Emporium

3 Wainui Road, Raglan, New Zealand 3225

Ph 07 282 0018

Please note that when you return a product it is very important to state the order number as well as your name and address. Without these details we will not be able to process your refund. Furthermore, a detailed description of the problem is necessary – if you have a claim.

It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.

We recommended when returning product to send with a courier and signature required.