Shipping & Delivery
Our online store is open 24/7 and we are shipping all items as usual. Please allow an extra day or two delivery time for our couriers to dispatch and deliver all back orders. All international orders are experiencing delays of varying times due to the current Covid-19 situation. Please enquire for more information.
All orders in the Queenstown Lakes can be personally delivered via our fabulous Mini Express service, please let us know in the notes section of your order if you would like this special delivery.
We also offer click and collect from our Queenstown, Arrowtown and Christchurch stores, please tick this box at the checkout and we will have you order ready for you.
Overnight Delivery within New Zealand - FREE on All purchases over $100
For all orders under $100 NZD a shipping fee of $10 NZD will be applied at checkout.
All deliveries within New Zealand are sent on an overnight, signature required service via New Zealand Couriers. Use your supplied tracking number any time to see your parcel's progress here, New Zealand Courier Track & Trace. Please allow an extra 1-3 days for rural delivery.
Delivery to Australia - FREE on All purchases over $250
For all orders under $250 AUD a shipping fee of $15 AUD will be applied at the checkout.
All deliveries to Australia are sent signature required via NZ Post. Use your supplied tracking number any time to see your parcel's progress here, NZ Post Tracking
Rest of the world flat rate of $65 - All international deliveries are sent signature required via NZ Post. Use your supplied tracking number here, NZ Post Tracking.
All international orders may be subject to importation taxes and customs clearance procedures which can cause delays beyond original delivery estimates.
Large objects - In order to obtain a competitive delivery rate for furniture and large items purchasers require a shipping quote specific to your destination. All information regarding quotes email the Seletti team here
Additional Information - Orders must be placed before before 2pm Monday - Thursday for next day delivery. All orders will be processed for same day dispatch. However if ordered on a weekend day or public holiday it will be processed within 2 hours of the first working day. If for any reason we are unable to meet this same day dispatch turnaround we will contact you to advise.
PLEASE NOTE: All shipments are sent via traceable method with signature required upon delivery. If for any reason you wish to have signature required removed from your order, please note this in the shipping instructions of your order. By requesting this service be removed, your are acknowledging that Seletti NZ Limited is not accountable for any lost or stolen orders and that your order will not be covered by insurance.
Fragile + Oversize
Our larger items will automatically incur additional shipping charges at the checkout. We reserve the right to contact you if your address requires further freight charges to be paid.
Furniture and Lighting: We will contact you with a freight quote after you place your order. We ship online furniture and lighting orders nationwide, these are either shipped with a selected courier or fragile freight carrier depending on the size and weight of the item. We dispatch stocked product within two working days once we receive the order. Delivery time may vary depending on the location and size of the product. A tracking number will be provided once the item is dispatched from our warehouse.
Damage due to delivery
When receiving a consignment that maybe torn open, badly crushed etc please be sure to NOTE this when signing for the goods for your own protection and coverage. Signing for a parcel without any notifications effectively confirms it has been received by the consumer in good condition.
How does the Pre-order process work?
Some items are available for pre-order and are marked accordingly with Pre-order in the title. Your payment will be processed in full at the time of purchase, and when the item is ready to ship you will receive an email with tracking information for the shipment. Any other (non-pre-order) items in your order will ship separately. If you would like further information on a pre-order item, including delivery dates, please contact us. This is a wonderful service that ensures you do not miss out on your desired or limited item!
Taxes & Duties
All international orders please note, that once your order has left New Zealand it may be subject to customs clearance procedures and charges, which can cause delays beyond original delivery estimates. Your order will usually take between 3-7 days to reach you, excluding delays due to customs. We are unable to delivery to PO Box addresses internationally. Orders to countries outside NZ may be subject to import duties and/or taxes, which are levied once your package reaches your country.
Your order is shipped on a DDU (Delivery Duty Unpaid) basis, which means that the price displayed at checkout are exclusive of all taxes and duties. We are unable to calculate the exact amount of duties and taxes your package will incur as these charges are imposed directly by your local customs. The international carrier may invoice you for the local taxes and duties, or you may have to deal with local customs directly to organise payment and release of your package.
If an item is held for 5 days at customs or with the delivery provider with no response from the recipient it will be sent back to us, and the cost of this return postage will be deducted from the refund of the item.
Seletti Concept Store cannot be held responsible for any delay caused by the destinations custom clearance processes and are unable to redirect orders once dispatched.
Online Returns Policy
Can my purchase be returned for a refund?
Full price purchases placed online are eligible to be returned for an exchange, store credit, or refund providing your returns items fit our returns policy conditions. In the instance your full order is returned for a refund this may incur a $5 deduction fee, this is an automatic charge applied to cover any complimentary shipping costs that are offered at the time of your order being placed. Purchases that have previously been exchanged are not eligible for a refund.
Sale items are non-refundable, however sale stock purchased online can be exchanged or returned for a Seletti Concept Store Credit. Any items classed as Final Sale are items that are reduced by 70% or more and cannot be returned. Sale stock purchased in store cannot be returned or exchanged.
Any purchases made in store are not eligible for a refund however these may be available for an exchange or Seletti Concept Store credit. This is applies to all purchases made with any of our retail store locations, including over the phone purchases. If you wish to ship your in-store purchase back to us, please touch base with our customer service team.
How do I return an item?
To ensure the quickest turnaround time of your return, email email@example.com and provide details of the date of purchase and order number, along with the reason for return. You will then be asked to return your item via tracked shipping or postage method. You are responsible for the product until it reaches us. All return shipping costs are to be paid by the customer.
Please take time to familiarise yourself with our returns terms and conditions before making a purchase online. Happy shopping!
IMPORTANT: Worried that an item won't fit or look right? Don't worry, full priced items may be returned for a refund as long as the item is returned within:
- New Zealand – 7 days of receipt
- Australia & International – 10 days of receipt
If you intend to return an item, please complete the return from provided with your order.
- Items must not be worn, altered or washed.
- Items must have all tags and packaging attached.
- Footwear must include the original shoe boxes in its original condition, without postal labels.
- Please note, we cannot accept returns on swimwear or lingerie.
- Please note, we cannot accept returns on earrings.
- Please note, we cannot accept returns on make-up or skin care products due to hygienic reasons.
Shipping and handling charges are not refundable. The return of the item is at your cost and responsibility until it reaches Seletti Concept Store. We recommend that you take out postal insurance.
Refunds & Processing Time
If your package arrives at Seletti Concept Store within the day timeline specified above, your refund, exchange or online credit note will be processed within 1-2 business days. Your bank may require additional days to process and post this transaction to your account once they have received the information from Seletti Concept Store. Please allow up to 2 – 3 working days before contacting Seletti Concept Store.
Seletti Concept Store offers free shipping (on applicable orders) with the tacit understanding that the customer will keep the goods purchased. Should you choose to return your full priced order for a refund, Seletti Concept Store will retain any original shipment costs incurred.
The Returns Process
Email firstname.lastname@example.org with your intent to return, using your order number as your reference.
Securely repackage your items.
Send your return goods to Seletti Concept Store, 19 - 21 Ballarat Street Queenstown 9300, Otago New Zealand.
Ship your package using a traceable, insured shipping method. Seletti Concept Store cannot accept responsibility for packages that we do not ship.
Please allow 1-2 business days from the time we receive your return for it to be processed.
Packages received at Seletti Concept Store after the return timeframe window specified above will not be accepted and will be sent back to you.
In Store Returns Policy
This returns policy applies to purchases made in-store only (please note that over the phone purchases are classed as in-store purchases). We will happily exchange any full price garment within 7 days of purchasing. Items must be returned in their original condition with tags attached along with the sale receipt.
Unfortunately we do not offer refunds on change of mind purchases. Additionally, no exchanges, refunds or credit notes will be given on sale items.
Seletti Concept Store Thrift Returns Policy
Seletti Concept Store Thrift will not accept any items that are not the real deal. If you believe we have let one slip through the cracks, please get in touch with us asap to return the item for a full refund once it has been verified as a fake, replica or knock off.
All items are for final sale. Seletti Concept Store Thrift do not accept any returns on any items purchased. However if you do change your mind or the fit is incorrect etc the best approach in this instance is to send the item back to us to be re-listed for sale on your behalf!
We understand that pre-loved items will not look in brand new condition but we strive too keep a high standard of general wear and tear on all items. If you feel like the item does not suffice what is stated in the product description or via the images please get in touch with us as we are more then happy to investigate this further - we want you to love every purchase!
Faulty Garment Policy
If the garment purchased is faulty, we will take all steps to fulfil our obligations under the Consumer Guarantees Act. If the problem is minor, and can be fixed, Seletti Concept Store will arrange for the repair of the goods in a timely manner.
If the problem can’t be fixed, or can’t be put right within a reasonable time, or is substantial, we will:
- Provide a replacement of the same type and similar value
- At times this will involve liaising with overseas suppliers to ascertain whether a replacement is available, we believe a reasonable timeframe for this is 3 weeks
- Or a full refund of your purchase price
- A refund may take up to 5 working days to action, payment confirmation can be emailed through upon request
Note: “Substantial” means:
- A reasonable consumer wouldn’t have bought the goods if they’d known about the fault.
- The goods are significantly different from their description, sample or demonstration model.
- The goods are substantially unfit for purpose.
- The goods are unsafe.