Shipping
Where does Ailun Studios ship to?
Currently, we ship across New Zealand and Australia. Shipping to the rest of the world is certainly possible - please email ailunstudios@gmail.com for a quote! We will keep shipping prices as low as we can for you.
For our soaps/candles, below are our shipping rates.
New Zealand:
North Island - $13.50
South Island - $10
Rural addresses will incur an additional surcharge of $7. Please select this delivery zone at checkout - we will contact you to update this surcharge if the incorrect delivery zone is selected!
Australia:
We offer international shipping to Australia with New Zealand Couriers' International service. Shipping rates will appear after you enter your address at checkout.
Our handbags will have a higher shipping price due to the larger/heavier nature of the items - this will also appear after you enter your address at checkout.
When can I expect to receive my package?
New Zealand:
We post our packages with New Zealand Couriers, with next day delivery across NZ. Rural addresses may take 1-3 business days.
Of course, unforeseen circumstances may occur and impact delivery times - we recommend keeping an eye on your provided tracking number to track your parcel on its journey to you!
Australia:
Target shipping time for Australia is 2-7 days, depending on which zone you are in. Don't worry, you will be able to track your parcel, every step of the way!
My tracking details aren't working, can you help?
Please contact the postal service provider (New Zealand Couriers) for assistance as they will give you the best advice regarding your package. If you need help with this process, please do reach out to us!
Why is international shipping so expensive?
As a small family business based in New Zealand, shipping can be expensive depending on how far you are from us, and how big/heavy your purchased items are. We do not make any money from shipping prices - the cost of international shipping reflects the purchase of an International Courier/Plus or International Priority/Express ticket from NZ Couriers, and doesn't include other costs such as packaging materials. Being emerging creatives in this economic climate can be difficult - we hope you can appreciate the value of our art and the cost of its travel to you!
Stolen/Lost Packages
Once our package is shipped out to you, it is beyond our control. If your package was stolen/lost by the postal service it is your responsibility as a customer to contact the postal service provider. Unfortunately we are unable to issue you a refund/replacement as these situations are out of our control - as a two person family business we simply aren't able to afford to replace or refund these orders, as much as we want to!
The best way to resolve these issues is to contact the postal service directly as they will give you the best advice and direction.
Customs/Duties/Fees
In most instances our packages clear customs - however in the event that there are custom fees/duties/taxes, this is the responsibility of the buyer. Please do monitor your package on its journey and be prepared to pay any fees if needed.
Incorrect Addresses
Entering the right information is the responsibility of the customer. Once the order is shipped, it is beyond our control unfortunately.
In the event that the package is sent back to us, we can either reship it back to you after you pay for shipping again, or we can issue you a refund minus the cost if shipping given that the condition of the product is still good as new!
