Shipping policy
New Zealand Shipping
We currently ship within New Zealand only. International shipping is not available at this stage.
Shipping Rates
- $5 flat-rate shipping on orders under $100 NZD
- Free shipping on orders of $100 NZD or more
Estimated delivery timeframes:
- Auckland: 1–2 working days
- Rest of New Zealand: 2–4 working days
- Rural addresses: Please allow an additional 2 working days
Further Information
Shipping Delays
We aim to meet all delivery timeframes; however, delays may occasionally occur due to factors outside our control, including courier disruptions or adverse weather conditions. Once your order has left our studio, SŌEN is not liable for courier delays. For the latest shipping updates, please check with NZ Post directly at nzpost.co.nz.
Tracking Your Order
Once your order has been dispatched, you will receive a tracking email with your NZ Post tracking number. We recommend using this to monitor your delivery. Estimated delivery timeframes are a guide only.
Incorrect Address
Please ensure your shipping address is correct at the time of placing your order. If you have entered an incorrect address, contact us at hello@soen.co.nz as soon as possible and we will do our best to update it before dispatch. If your order has already been dispatched, you may be able to redirect your parcel via your NZ Post tracking link. Please note that redirection is not guaranteed and may cause delays. SŌEN is not responsible for delays resulting from address changes.
Lost or Stolen Packages
SŌEN is not responsible for packages once they have been marked as delivered by the courier. If you believe your parcel has been lost in transit prior to delivery, please contact us at hello@soen.co.nz and we will assist you in lodging an inquiry with NZ Post. To help prevent loss or theft, we recommend shipping to a secure address where someone will be available to receive your order.
Damaged Parcels
If your order arrives damaged due to delivery handling, please contact us at hello@soen.co.nz within 3 days of receiving your order. Include your order number, a description of the damage, and a photo where possible and we will make it right.
Return to Sender
If your parcel is returned to us due to an incorrect address or failed delivery, please contact us to arrange redelivery. Please note that a redelivery shipping fee may apply.
Contact
If you have any questions about your order or delivery, please get in touch at hello@soen.co.nz and we'll be happy to help.