Shipping policy


Shipping and Delivery Policy

Effective date: 02/08/2026
Last updated: 02/08/2026

This Shipping and Delivery Policy applies to orders placed with Perfume house ltd, trading as Perfume House.

This policy should be read together with our Terms of Service and Refund, Return and Cancellation Policy. Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or other applicable law.

1. Where We Deliver

Perfume House currently delivers to residential and business addresses throughout New Zealand, including rural addresses.

Please ensure the delivery option selected at checkout correctly matches your address. Additional charges may apply to rural or remote deliveries.

We do not currently ship internationally unless expressly agreed with you before an order is placed.

2. Shipping Charges

Available shipping options and charges will be displayed at checkout before payment is completed.

Shipping charges may vary depending on:

  • The delivery address;
  • Whether the address is urban or rural;
  • Parcel size and weight;
  • The selected delivery service; and
  • Any applicable free-shipping promotion.

If an incorrect shipping option is selected—for example, urban shipping for a rural address—we may contact you to arrange payment of the difference before dispatching the order.

3. Free-Shipping Offers

Free-shipping promotions may be subject to:

  • A minimum order value;
  • Specified products or collections;
  • A promotional period;
  • A particular delivery service; or
  • Other conditions displayed with the offer.

Unless otherwise stated, the qualifying order value is calculated after discounts and before shipping charges.

Certain remote locations, oversized orders or special-delivery services may be excluded where this is clearly disclosed before purchase.

4. Order Processing

We aim to process orders as quickly as reasonably possible.

Orders are generally processed on business days, excluding Saturdays, Sundays and New Zealand public holidays.

Processing times may be longer during:

  • Sales and promotional events;
  • New product launches;
  • Christmas and public-holiday periods;
  • Severe weather or courier disruption;
  • Stock verification; or
  • Periods of unusually high order volume.

An order confirmation means we have received your order. You will normally receive a separate notification once the order has been dispatched.

5. Estimated Delivery Times

Estimated delivery times may be displayed at checkout or provided in your dispatch confirmation.

Delivery usually takes longer for:

  • Rural addresses;
  • Remote locations;
  • South Island deliveries originating in the North Island;
  • Public-holiday periods; and
  • Deliveries affected by weather or courier-network disruption.

Delivery timeframes are estimates unless Perfume House expressly agrees to a guaranteed delivery date.

If no delivery timeframe has been agreed, your order will be delivered within a reasonable time as required by New Zealand law.

6. Pre-Orders and Special-Order Products

Products identified as pre-orders, backorders or special-order items may have longer processing and delivery times.

Any expected availability or dispatch date shown for these products is an estimate and may be affected by the manufacturer, supplier, importer, customs or freight provider.

If your order contains both available and pre-order products, we may:

  • Hold the entire order until all items are available; or
  • Offer to send the available products separately.

Additional shipping charges may apply if you request separate delivery. We will discuss these charges with you before proceeding.

If a pre-ordered product becomes unavailable or is subject to an unreasonable delay, we will contact you to discuss an alternative, continued waiting or a refund for the affected product.

7. Tracking Information

Where tracking is available, we will send the tracking number to the email address or telephone number provided with your order.

Tracking information may take some time to appear after the shipping label has been created.

Please check your spam or junk folder if you have not received a dispatch notification.

8. Delivery Address

You are responsible for providing a complete and accurate:

  • Recipient name;
  • Street address;
  • Suburb;
  • Town or city;
  • Postcode;
  • Email address; and
  • Contact telephone number.

Please carefully check these details before submitting your order.

Contact us immediately if you notice an error. We will make reasonable efforts to update the address before dispatch, but changes cannot be guaranteed after processing has begun.

9. Incorrect or Incomplete Addresses

If an order cannot be delivered because the address supplied was incorrect or incomplete, the courier may return it to us.

Once the parcel has been returned, we can arrange redelivery after confirming the correct address. You may be required to pay reasonable redelivery or address-correction charges where the error was not caused by Perfume House.

If you choose not to have the order resent, any available refund will be handled under our Refund, Return and Cancellation Policy. Original shipping charges and reasonable return costs may be deducted where permitted by law.

This section does not apply when Perfume House or its delivery provider caused the addressing or delivery error.

10. Rural Addresses

You must select rural delivery if your address is classified as rural by the courier.

If you are unsure whether your address is rural, please check with the relevant courier or contact us before placing your order.

If rural delivery is required but was not selected, we may:

  • Contact you for payment of the rural-delivery difference;
  • Send you an invoice or payment request for the difference; or
  • Cancel and refund the order if the additional charge is not paid.

We will not dispatch the order until the correct shipping charge has been resolved.

11. PO Boxes and Parcel Collection Addresses

Delivery to PO Boxes, Private Bags, parcel lockers or collection points may not be available for every order or courier service.

Please contact us before ordering if you require delivery to one of these addresses.

If the selected courier cannot deliver to the address provided, we may ask you to provide an alternative physical address.

12. Signature Delivery

Signature-required delivery may be available or required for certain orders.

If signature delivery is selected, someone may need to be present at the delivery address. If no one is available, the courier may leave collection or redelivery instructions.

A signature may be required for:

  • High-value orders;
  • Addresses with previous delivery issues;
  • Orders identified as requiring additional security; or
  • Any other order where we reasonably consider it appropriate.

13. Authority to Leave

If you select or request Authority to Leave, the courier may leave the parcel unattended in a location it considers reasonably safe.

Please provide clear and practical delivery instructions. Couriers are not always able to follow a request if they consider the location unsafe, inaccessible or unsuitable.

Authority to Leave does not remove any rights or protections you have under New Zealand law. However, we may consider the delivery scan, photograph, GPS information and your instructions when investigating a parcel reported missing after delivery.

If your property does not have a secure location, we recommend choosing signature delivery where available.

14. Apartments, Businesses and Shared Addresses

For deliveries to apartments, workplaces, reception areas, hotels, shared houses or similar locations, delivery may be completed when the parcel is handed to an authorised person or accepted at the address.

Please include relevant information such as:

  • Apartment or unit number;
  • Business name;
  • Building-access instructions;
  • Reception details; or
  • Any other information reasonably required by the courier.

Perfume House is not responsible for delays caused by missing building or access information, except where the law provides otherwise.

15. Delivery Instructions

We will pass delivery instructions to the courier where the shipping system allows us to do so, but we cannot guarantee that every instruction will be followed.

Instructions must not ask the courier to:

  • Enter an unsafe or restricted location;
  • Leave a parcel where doing so would be unlawful;
  • Contact an unauthorised third party; or
  • Take an action inconsistent with the courier’s policies.

16. Delayed Deliveries

Courier delays can occasionally occur.

If your tracking has not updated or your parcel is taking longer than expected, please contact us so we can investigate.

A parcel will not automatically be considered lost simply because it is delayed. We may need to allow the courier a reasonable period to trace it.

Where delivery is unreasonably delayed, you may have rights under the Consumer Guarantees Act. We will provide an appropriate remedy where required by law.

17. Lost Parcels

If you believe your parcel has been lost, please contact us with:

  • Your name;
  • Order number;
  • Delivery address; and
  • Any relevant tracking information.

Where Perfume House arranged delivery, we will work with the courier to investigate.

If the parcel is confirmed as lost before proper delivery, we will provide an appropriate remedy, which may include a replacement or refund.

We will not require you to resolve the matter directly with the courier where Perfume House arranged the delivery, although we may ask you to provide reasonable information needed for the investigation.

18. Parcels Marked as Delivered

If tracking shows that your parcel was delivered but you cannot locate it, please:

  1. Check around the property and any safe delivery locations.
  2. Ask other household members, neighbours, reception staff or building managers.
  3. Check for a courier card, email, text message or delivery photograph.
  4. Contact us promptly if the parcel is still missing.

We will request delivery information from the courier, which may include the delivery scan, photograph, GPS location or driver confirmation.

We will assess the outcome reasonably and in accordance with New Zealand law.

19. Damaged Deliveries

If your parcel arrives damaged, leaking, broken or otherwise affected during delivery, please contact us promptly.

Please retain:

  • The product;
  • The shipping carton or courier bag;
  • Internal protective packaging;
  • The courier label; and
  • Any damaged components.

Please provide clear photographs of the parcel and affected products. An unboxing video can be helpful but is not mandatory and its absence does not remove your statutory rights.

Do not dispose of the product or packaging until we have reviewed the issue, as the courier may require these items for its investigation.

Where the product was damaged during delivery arranged by Perfume House, we will provide an appropriate remedy under New Zealand law.

20. Missing or Incorrect Items

Please contact us promptly if:

  • An item is missing from your parcel;
  • You receive the wrong product; or
  • You receive the wrong quantity.

Include your order number and photographs of the items received and the parcel packaging.

Once the issue has been verified, we will arrange an appropriate remedy, which may include sending the correct or missing item or providing a refund.

21. Failed Delivery and Unclaimed Parcels

If the courier cannot complete delivery, it may:

  • Attempt redelivery;
  • Leave collection instructions;
  • Hold the parcel at a collection location; or
  • Return the parcel to Perfume House.

You are responsible for collecting or arranging redelivery within the courier’s specified period.

If an order is returned because it was unclaimed or delivery was repeatedly unsuccessful for reasons outside our control, you may be responsible for reasonable return and redelivery costs.

Any refund requested instead of redelivery will be handled under our Refund, Return and Cancellation Policy. Reasonable shipping costs may be deducted where permitted by law.

22. Refused Deliveries

Refusing a parcel does not automatically cancel the order or guarantee a full refund.

Once the parcel is returned to us, it will be assessed under our Refund, Return and Cancellation Policy.

If the delivery was refused because you changed your mind, reasonable original and return shipping costs may be deducted from any discretionary refund, where permitted by law.

This does not apply where the parcel was refused because it was visibly damaged, incorrect or otherwise failed to meet your statutory rights.

23. Combining Orders

Please contact us as soon as possible if you would like multiple orders combined.

We may combine orders where:

  • They have not yet been packed or dispatched;
  • They are being sent to the same recipient and address; and
  • Combining them is operationally practical.

Combining orders is not guaranteed. Any shipping adjustment or refund will be considered based on the actual shipping costs and the circumstances of the orders.

24. Packaging

Fragrances are packed with reasonable care to reduce the risk of leakage or damage during delivery.

We may reuse clean and suitable protective packaging where appropriate. Product presentation or outer courier packaging may differ between orders.

Any sustainability or packaging claims will be made accurately and in accordance with the Fair Trading Act.

25. Flammable Products and Transport Restrictions

Many fragrances contain alcohol and may be classified as flammable goods for transport purposes.

Because of carrier and aviation restrictions:

  • Certain delivery services may not be available.
  • Some products may need to travel by road transport.
  • Delivery may take longer to certain regions.
  • International shipping may be unavailable.

We will comply with applicable carrier and dangerous-goods requirements.

26. Events Outside Our Reasonable Control

Delivery may be affected by circumstances outside our reasonable control, including:

  • Severe weather;
  • Natural disasters;
  • Road closures;
  • Transport interruption;
  • Courier-network disruption;
  • Industrial action;
  • Government restrictions; or
  • Widespread technology failures.

We will take reasonable steps to minimise delays and keep you informed where practical.

Nothing in this section removes any remedy you may have under New Zealand law for an unreasonable delay or failure to deliver.

27. Returns

Do not send a product back without first contacting us and receiving return instructions.

Returns are governed by our Refund, Return and Cancellation Policy.

Customers are generally responsible for change-of-mind return shipping. If a product is faulty, damaged, incorrect or otherwise fails to meet the Consumer Guarantees Act, Perfume House will cover reasonable return costs where required by law.

28. Contact Us

For shipping or delivery enquiries, please contact:

Perfume House
Legal business name: Perfume house limited
NZBN: 9429051505127
Business address: 3 Henry Maxwell Way, Flat Bush, Auckland, Auckland 2019
Email: perfumehouseltd@gmail.com
Phone: 021 071 6373

Please include your order number when contacting us about an existing order.

This policy follows current New Zealand guidance: when a retailer arranges delivery, it remains responsible for lost, damaged, late or undelivered products, while customers generally pay return delivery for a change-of-mind return. New Zealand Consumer Protection