Earth Sea Sky Shipping & Returns Policy
Shipping & Payments
What payment methods do you accept?
We only accept Visa and Mastercard. Alternatively you can pay directly into our bank account with Polipay, this does make order processing a couple of days slower.
For customers outside New Zealand, please note that any fees for international bank transfers are your responsibility.
What if I have payment issues?
If you have problems making payment through our payment gateway, it is likely that the first thing you should do is check with your bank to make sure there are no issues around your card.
We are also very happy for you to contact us and we can email or call you to help.
What currencies do you accept?
In certain countries (Australia, England, Europe, Hong Kong, America, Canada, Japan, South Africa, Switzerland), our site will display prices in the local currency. This is for your convenience only. Purchases made through our site actually occur in New Zealand, in New Zealand dollars, and the actual purchase amount may vary depending on the exchange rate you get from your credit card company or bank.
Are there customs and taxes payable?
Some countries have import duties and taxes which are not covered by our freighting service.
GST is collected on sales to New Zealand customers and our listed web prices include the GST if applicable.
What are the shipping costs?
Shipping charges are as follows and are subject to change:
NEW ZEALAND – Orders under $250NZD airmail for $6 anywhere in New Zealand, 1-2 day service from dispatch. Rural delivery takes longer by up to two days. Orders over $250 are freight free.
AUSTRALIA – Orders under $250NZD, Are $20 and typically take 3-4 working days from dispatch. Australian orders over $250NZD are $15 both options are tracked.
REST OF THE WORLD – Orders under $250NZD, $25 untracked airmail, typically varies from 1-3 weeks from dispatch depending on location, or $50 for tracked couriered parcels. Orders over $250NZD $15 untracked airmail, typically vary from 1-3 weeks from dispatch depending on location or $30 for tracked couriered parcels. usually faster depending on location. Flat rate for any sized order.
Delivery may take a little longer for far-flung places and during peak posting times.
What Sshipping & Billing documents do you provide?
Our shopping cart has options for you to set up different addresses for billing and shipping. Please note we send all required documentation with the parcel. This facilitates freighting and customs clearance processes.
Returns & Exchanges
How long do I have to return a purchase?
If what you received from us is not what you expected or does not fit, send it back to us unworn, neatly packaged, with original tags attached, within 14 days and we are happy to either refund or exchange depending on what you decide.
Hwo do I return my purchase?
For your security, we recommend track and trace courier when returning goods. We cannot be responsible for returns that go missing.
Note that customised items cannot be returned. We do our very best to get these items right from the start.
This returns policy applies only to online sales and only to the person who paid for the goods. You must email us and let us know prior to returning the product.
What if I want to exchange my purchase?
If you are exchanging, you will not be charged for freight on the second item. The cost of your freight back to us is non-refundable.
If the mistake is ours, we will refund the return freight.
Why does the colour of my product look different?
Unfortunately, computer screens do not portray colours as they are in real life. We’ve done the best we can with the colour swatches shown on the garment page but they are still subject to the limitations of photography and display.
If you are unsure at all, we’re happy to take pictures of garments ‘in the flesh’ for you – still subject to the same limitations.
As our website develops we will be working towards having pictures of all our garments in all their colourways – a big project in itself!
Are the weights & measurements accurate?
Where quoted, weights are as accurate as possible.
For garments our standard is to measure a medium or a 12 in a women’s style.
What is your warranty and repair policy?
All Earth Sea Sky products are warranted to the original owner against faulty materials or workpersonship, for the life of the product. We repair or replace at our discretion. This warranty in no way limits your protection under relevant consumer protection legislation.
If you have a warrant enquiry there are two options. Both require your product to be scrupulously, meticulously, immaculately clean. Health and Safety requirements are that we can not ask our staff to handle items otherwise and our sewing machinery hates dirt. You will either incur a cleaning cost or have your garments sent back if they arrive dirty.
- Either take your cleaned garment to the Earth Sea Sky retailer from whom you bought it, along with proof of purchase, and they will get it to us.
- Or email or call us and we’ll set you up with a return number. Then pack it up (include your full contact details, a description of the problem and proof of purchase). We recommend using a trackable shipping method as we cannot be responsible for missing parcels.
In either case we’ll assess the product, determine if it is a warranty issue and either perform the repair or contact you to discuss the options.
If you have a non warrantee repair or would like a product customised, feel free to contact us. Customisation is generally time-consuming and therefore expensiv