Shipping & Return

Shipping:

  • Enjoy FREE New Zealand shipping on all orders over $75.
  • Free Shipping is not available on Philips & GHD Products.
  • We offer same business day dispatch for orders placed before 12 PM on in-stock items.
  • Our Shipping fees is flat $6.95 for Metro & Rural on orders under $75.
  • Our Shipping fees is flat $12 for Philips & GHD Products in Metro & Rural on orders under $75.
  • Metro deliveries usually take 1-2 business days
  • Rural deliveries take around 2-5 business days. Rural delivery may take extra days to be delivered as it is out of the normal courier zone.


Additional Shipping Details:

  • Orders placed on weekends or public holidays will be dispatched on the next business day.
  • Expect slight delays during sale periods.
  • Shipping is available within New Zealand only.
  • Our courier partner is NZ Post and NZ Courier, and they do not deliver to P.O. Boxes.
  • Orders containing dangerous goods may take longer to arrive.
  • No extra charges apply for shipping dangerous goods.


Local Pickup

We do not offer a local pickup.


Dispatch Timelines:

  • Orders placed before 12 PM on business day will be dispatched the same business day if available in stock.
  • Orders placed after 12 PM or on weekends/public holidays will be dispatched the next business day if available in stock.
  • Payments via internet banking over the weekend will generally reflect in our account by Tuesday morning and delivery will be scheduled accordingly.


Order Tracking:

  • For tracking updates  you can visit at
  • For any delays you can contact
    • NZ Post at 0800 268 7437 with the tracking number provided in your shipping confirmation email.
    • NZ Courier website contact details for specific location at : https://nzcouriers.co.nz/about/contact/
  • We’re not responsible for any orders lost or stolen once delivered to the correct address.


International Shipping

We currently ship to Auckland only. Unfortunately, we are unable to ship to other countries at this time.

 


Returns/Refunds

We accept returns/refunds if:

  • The item is unopened, unused, and in its original packaging.
  • The return/refund request should be initiated within 10 days of product received.
  • Postage costs are non-refundable. Customers are responsible for return postage costs at their cost.
  • A restocking fees of $10.00 or 10% which ever is lesser may apply.
  • To initiate a return, take photos and videos of a product and email us at shop@kess.co.nz with detailed description and order number.

 

Returns/Refunds will not be accepted if:

  • The product was used.
  • The products were opened.
  • Is not in original packing.
  • The item was lost or modified.

 

Exchanges

We exchange the products if:

  • The item is unopened, unused, and in its original packaging.
  • The exchanges should be initiated within 7 days of product received.
  • Approval is required before returning any item. Contact us at shop@kess.co.nz.
  • Customers are responsible for return postage costs.

 

Damaged or Faulty Products

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.

  • Take a photo and email us at shop@kess.co.nz within 5 days of delivery with detailed description and order number.
  • Do not use or dispose of the item until we confirm further steps.
  • For return/exchange, we will arrange return postage for the product to be exchanged or return depending upon availability or situation at time.
  • The products should be in the same condition you received it.

 

Incorrect Items

We apologise if you have received the wrong item. This is not common and we want to resolve this as quickly as possible for you.

  • Take a photo and email us at shop@kess.co.nz within 5 days of delivery with detailed description and order number.
  • Do not use or dispose of the item until we confirm further steps.
  • If a return/exchange is required, we will arrange return postage for the product to be returned in the same condition you received it.


Unsuccessful Deliveries

If your order is returned due to an unsuccessful delivery, a postage fee will apply for re-shipping.

 

Order Cancellations

  • If you choose to cancel the order, a $10.00 or 10% which ever is lesser may apply as cancellation fee and will be deducted while refunding.
  • If order is already been shipped then it cannot be cancelled and return/refund policy may apply.