FAQs

CARE

SHIPPING

NZ ORDERS:

Within New Zealand we use Post Haste, Courier Post or New Zealand Couriers.

Orders are shipped in standard parcel sized post bags (depending on order size and quantity) and can take 3 to 6 working days. (Excluding Covid related delays)

Please note that we do not ship to PO Boxes and all orders are Signature required.

We have FREE Standard Shipping on all orders, regardless if you are North or South Island.

If you require overnight delivery of a stocked item (only possible to urban areas within NZ), please phone us on +64 22 072 1502 and we will let you know the likely additional cost and timing before confirming your order.

AUSTRALIA:

Orders are shipped in standard parcel sized post bags (depending on order size and quantity) and can take 5 to 15 working days.

Please note that we do not ship to PO Boxes.

We have a flat rate of NZ$25 for Standard Shipping on all AU orders.

Note: delivery may take a little longer than times stated, with current potential backlogs due to COVID. So if you are tight for time, email us, or phone on +64 22 072 1502 and we will check with our suppliers whether there is a better option.

If you have any questions please send us an email charly@nzcharly.com

REST OF THE WORLD:

Orders are shipped in standard parcel sized post bags (depending on order size and quantity) and can take 10 to 25 working days.

Please note that we do not ship to PO Boxes.

We have a flat rate of NZ$50 for Standard Shipping on all Rest of World orders.

If you have any questions please send us an email charly@nzcharly.com

DISPATCH TIME FROM CHARLY HQ:

Orders are normally shipped the next business day, however there may be delays in particularly busy periods and due to current Covid19 shipping restrictions. If your item is a custom order, shipping time will be additional to the time it takes to make your special item (which is dependent on what you are wanting - but we will discuss this directly with you). If you need to ensure your order is received by a certain date, you're best to add a note to your order in the special instructions field or contact us directly via email or by calling +64 22 072 1502 before placing your order and we'll do our best to help you.

FURTHER INFORMATION FOR OVERSEAS ORDERS:

Our shopping cart has options for you to set up different addresses, such as billing address and a shipping address. It's important to note that we send all documentation with the parcel. We do this so that the parcel has a smooth journey through the freighting and customs clearance processes. Unfortunately, It isn't possible to send products without these documents.

Some countries have import duties and taxes which are not covered by our freighting service. You will need to enquire about these in your country. Please don't ask us to write anything dodgy on the outside of a parcel like 'gifts only', we just can't risk it!

There are some restrictions on which countries we ship to. If the country you wish to ship to is not shown on the list of available countries, please contact us and we will do our best to organise something for you.

All prices are shown in $NZD and all sales are billed in $NZD. If you are using an overseas credit card, your credit card provider may charge a small currency conversion fee. If you are concerned about how much this might be, we recommend you check with your credit card provider before placing your order.

PAYMENT

PAYMENT METHODS:

We accept payment by debit/credit card, direct deposit into our bank account, or cash at any of our Pop-Up Stalls

PAYMENT VIA DIRECT DEPOSIT INTO OUR BANK ACCOUNT:

If you're unsure about credit card security or don't have a credit/visa card, you can pay by deposit into our New Zealand bank account. This will make the order process a couple of days slower as we wait for bank clearance, but you can also send us a screenshot of the transfer confirmation page to speed things up. For buyers outside New Zealand, please note that any bank fees charged for international bank transfer are your responsibility so please make sure you arrange the bank transfer and the fees accordingly. We recommend PayPal or Transfer Wise for lower fees.

PRODUCT CARE

Please refer to our Care Guide.

REPAIRS / WARRANTIES

In a nutshell, CHARLY makes premium quality, hand finished products right here in New Zealand using locally sourced ingredients. We are confident they won't let you down. We believe in making items that will both last and look great in your wardrobe for years to come.

Depending on the product, where, how often you use it, and how you wash it, all products will eventually wear over time.

REPAIRS:

If you have a repair you would like done, feel free to contact us to discuss it. email or call +64 22 072 1502.

WARRANTIES:

Returns/ Exchanges are only available to items returned in their original condition. We will happily exchange any item that has a manufacturing fault, however if items have been washed/ cared for against manufacturer/our instructions, warranty will NOT be covered.

If garments have been warm/hot washed against our recommendation, we will NOT refund, replace and cannot repair.

This returns policy applies only to online sales and only to the person who paid for the goods. You must email us and let us know prior to returning the product. Note that unnecessary freight is costly both financially and environmentally, so please choose carefully.

MAKING A WARRANTY ENQUIRY

NOTE: we require your product to be clean for checking.

If you have a warranty enquiry, email or call us on +64 22 072 1502 once discussed we will send you the relevant post addresses.