FREE SHIPPING ON ORDERS WITHIN NZ $75+ and to AUSTRALIA $150+

Shipping, Returns and Refunds


New Zealand Shipping 
Shipping within New Zealand is at the flat rate of $6 per order up to 1.2kg, $10 over 1.2kg - 3kg and $15 for heavy goods shipping (over 3kg - 10kg).
Rural shipping is $10, please do not choose non-rural if you are indeed rural as this costs us a lot extra. Shipping is free if you spend $75 or over.
Orders are sent via Fastway and usually, arrive overnight after the day they are sent. Rural and South Island may take longer. You can make a special note in the order section if you have any special instructions. Our courier does not send to PO Boxes.
You will be sent a tracking link once your goods have been despatched. Please note if you do not receive your purchase receipt or tracking link you may have entered your email address incorrectly. Please contact michelle@koaorganics.co.nz to inquire.

Australia Shipping 
Courier is $16NZD flat rate and FREE for orders of $100NZD or more. Please note our actual courier costs are higher than $16 but we aim to make our products affordable for you.
Australia shipping can take between 5 - 28 working days. If you haven't received your parcel after 10 working days please check your Toll tracking link for details and if you still have no indication, please contact michelle@koaorganics.co.nz

Returns
We offer a full refund or replacement if for any reason you are unhappy with your purchase. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be mostly unused and in the same condition that you received it. To complete your return, we require a receipt or proof of purchase. Please email this to michelle@koaorganics.co.nz and explain the reasons for your return.

Gift cards are not available for return.

For replacement goods and for our own records, we must first inspect the item before sending a replacement. In the case of damaged in transit please supply a photograph firstly to michelle@koaorganics.co.nz, then you may be asked to return the item (as may be required by courier company). We will then send you a full replacement.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the refund.

Your refund will then be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company or bank, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at michelle@koaorganics.co.nz.

Exchanges (if applicable)
We will replace items if they are defective or damaged in transit. If you need a new product and wish to exchange it for the same item, send us an email at michelle@koaorganics.co.nz with a photograph of your product as landed, and send your item to: Koa Organics, 7 Fairley Rd, Rotorua, BOP, NZ

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Shipping
To return your product, you should mail your product to: Koa Organics, 7 Fairley Rd, Rotorua, 3010, BOP New Zealand. 

You will be responsible for paying for your own shipping costs for returning your item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.