Delivery and Refund Policy – Shades at Grays

Delivery and Refund Policy

We ship to New Zealand and Australia.

In normal circumstances:

Most NZ orders will be completed and shipped within 7 to 14 days.

Orders to Australia should take between 12 - 25 days.

We will email you if there is going to be a delay.

A free click and collect from Plimmerton, Wellington is available. Select that option at checkout.

We offer a $7 flat fee for deliveries in the Wellington area.

Shipping costs to other regions are calculated during checkout.

If you order multiple products and the shipping rate appears too high, please don't hesitate to get in touch - artificial intelligence is good at figuring out delivery charges, but sometimes not perfect!

Custom duties fees

Orders shipped outside of New Zealand may require payment of additional brokerage fees, taxes or duties. These fees are not collected or controlled by Shades at Grays. Custom fees (taxes, duties, processing fees, brokerage fees, etc) may be charged upon delivery and required to be paid to obtain your order. These fees are NOT included in your delivery charge. We are not able to mark orders as "gifts" because we are a retail store. We do not issue refunds for customs fees, shipping or the cost of your order should you refuse to pay the customs fees. Please contact your local customs office if you need further information.

Refund & Returns Policy

We carefully check, wrap and package your order. Please contact us immediately if items arrive damaged, not the product you’ve ordered, or are faulty. Please know that we will endeavour to put right these issues immediately.

If you decide the product you’ve purchased is not for you, then it will be at the discretion of Shades at Grays to issue a store credit.

Sale items 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

If your product needs to be returned it should be delivered to: Shades at Grays, 40 Grays Road, Plimmerton, Porirua 5026, New Zealand

You will be responsible for the shipping costs of returning your item and if applying for a refund, the product must be in the condition it was received.

Courier damage
Generally, if damage has occurred and it appears to be an issue with the courier delivery this will result in the product being picked up and returned to the courier company which will investigate the circumstances.