SHIPPING
FAQ
How long does shipping take?
Our products are shipped via Hermes within 2–4 business days of the purchase date. Orders are not processed on weekends or public holidays. Please allow 3–7 business days for shipping if your order was placed outside of regular business hours.
Do you ship worldwide?
Yes, we do. Shipping to countries neighboring Germany, such as Switzerland and Austria, may take slightly longer in some cases. Average delivery times to these countries are typically 8–10 days.
Can I return my product?
We want you to be fully satisfied with your purchase. That’s why we offer a free return option within 14 days of receiving your order. To start a return, please contact our customer service team at mail@nz-ecommerce.com and include your order number.
Return Conditions:
1. Products must be returned in original condition and original packaging.
2. Items must not be used or damaged.
3. We generally do not provide prepaid return labels.
Once your return is received and inspected, we will issue a full refund. Please allow up to 7 business days for the refund to be processed.
Sale items that have already been shipped or received by the customer are subject to a 30% restocking fee if returned within 14 days. After 14 days, no refunds will be granted.
Please note: The restocking fee is waived only if the product arrives damaged or defective. Returns made for personal reasons are always subject to the 30% fee. In some cases, we may provide a return label depending on your location. In most cases, however, you will be responsible for shipping the item to a return address provided by our support team.
What payment methods do you accept?
We accept all major payment methods including Visa, Mastercard, American Express, and PayPal.
Where do you ship from?
Our experienced fulfillment team ensures that all items are carefully packed to arrive in perfect condition, no matter the distance.
We primarily ship from our fulfillment centers in the USA, East Asia, and Western Europe. If the item is not available at your nearest location, it will be shipped directly from our production line, with the same delivery times as listed on our shipping page.
Please note: Once an order is placed, it cannot be canceled. We begin processing your order immediately to ensure timely delivery. Please double-check all information before completing your purchase.
Defective on Arrival Policy (DOA)
We know that many of our products are an investment, and we take every measure to ensure they are complete and functional before leaving our facility. Every product is thoroughly inspected to confirm all components are present and in working order.
In the rare event that your product arrives defective, you must notify us within 24 hours of delivery. We will work with you to arrange a replacement under the following conditions:
- The DOA product must be returned in the same condition it was received – not modified, disassembled, or tampered with in any way.
- If the packaging was damaged during delivery, this is unfortunately out of our control. However, if the product suffered significant functional damage, we will provide a free replacement once damage has been verified with photos or videos.
You are responsible for returning the damaged item to us. The replacement will be shipped once the return has been dropped off and tracking has been provided to us.
Each case is unique and will be reviewed individually. Rest assured, we are here to support you and will do our best to resolve the issue fairly.
We reserve the right to approve or deny refunds if we determine the claim to be fraudulent or outside the scope of this policy.
What is included with “Shipping Protection”?
Shipping Protection guarantees a free replacement if your item is lost or damaged during delivery. If your order is not delivered by the local shipping authority, we will also send a new device at no additional charge, provided:
- You included Shipping Protection in your order
- You provided a complete and accurate shipping address