Shipping policy
a. Unless otherwise stated, shipping costs by road from our warehouse in Auckland will be charged in addition to the price of the products. Please allow 24-72 hours for processing as our items sometimes need to be packed or palletised.
Shipping costs will vary according to the delivery address, weight. and size of the products ordered, and the method of shipping preferred by the buyer. (We use standard delivery unless you ask for an urgent delivery for which there may be an extra charge.) Our carriers will generally be well known companies selected for cost and service quality. Their charges are passed directly on to our customers.
b. Orders will normally be dispatched within 1-3 business days of being received. We will send you by email the estimated time of arrival (ETA) and tracking details from the carrier as soon as products are dispatched, but we cannot guarantee ETA or tracking details as the accuracy of these is in the hands of the carrier (please be mindful of this if you live rurally as carriers can opt for a 3rd party to get to finally destination). Sometimes shipments are briefly delayed in transit despite best endeavours by all parties.
c. We also ship to some nearby overseas countries, including the Pacific Islands. Just contact us for a quote. Orders for delivery in New Zealand should be placed on the NZ website (www.lotusbelle.co.nz). Please contact us regarding delivery to offshore addresses. For orders from Australia, please go to the Lotus Belle Australia website (www.lotusbelle.com.au) and place your order. Orders from Australia are sourced from our Brisbane warehouse. If we do not have a distributor in a nearby destination country, we can arrange freight but separate arrangements may need to be made by you for clearing the shipment through Customs in that country or you agree to meet those costs. Lotus Belle will not normally be responsible for import duties or other charges in the overseas country.
d. Please note that shipping is sometimes not exact due to the recent surcharges in freight due to Covid there may be additional charges for delivery of outside Metro areas. This also applies to larger items like the Mahal. Please contact us for an exact quote. There will be additional charges for rural delivery. Please email us for a freight quote as it’s often best to get it delivered to your nearest Mainfreight depot to save costs https://bit.ly/3DuCIwr
e. Please contact us ASAP if you have any issues with your order. The recipient can also contact the carrier listed with tracking immediately if there are any issues with your delivery. Lotus Belle cannot accept responsibility for missing packages if we are not notified within 24 hours of receipt and the recipient does not sign in person. In the rare case of packages going missing, It’s time critical that you raise any issues immediately.
f. Please note we are unable to ship our larger items to PO Boxes due to them being sent FREIGHT. Please use a physical address
For further shipping information please see our ‘Shipping’ page.
7. DAMAGE IN TRANSIT: If you take delivery of a Lotus Belle package and the contents have been damaged in transit, you should notify Lotus Belle immediately by email (info@lotusbelle.co.nz) with a photo of the damage. If the damage is substantial, we will issue a full refund, including the normal cost of return shipment, once the package is returned to us for inspection. Alternatively we can pay for repairs if the damage is minor and we agree to handle it that way. As noted above, our tents may be shipped in nylon transit bags and these bags may suffer soiling or minor damage in transit but if this happens we do not replace or repair the nylon bag.