Shipping policy

Where we ship

We ship within New Zealand only. Orders placed with a delivery address outside New Zealand will be cancelled and refunded in full.

Processing time

Orders are processed within 1–2 business days of payment confirmation. Orders placed on weekends or public holidays are processed on the next business day.

Delivery time

Once your order has been dispatched, delivery takes 6–10 business days. Total time from order to delivery is therefore approximately 7–12 business days.

Rural delivery addresses may take a further 2–3 business days. These timeframes are estimates provided by our carrier and are not guaranteed delivery dates.

Shipping costs

Shipping costs are calculated at checkout based on your delivery address, and any rural delivery surcharge will be shown before you complete your order. All prices are displayed in New Zealand Dollars (NZD).

Tracking

You will receive an email with a tracking number as soon as your order is dispatched. Please allow up to 3 business days for tracking information to become active in the carrier's system.

Delivery addresses

We are unable to deliver to PO Boxes. Please check your delivery address carefully before completing your order.

Split shipments

Orders containing more than one item may arrive in separate parcels and on different days, at no additional cost to you.

GST and import charges

Any GST payable on your order is included in the price shown at checkout. For orders over NZD 1,000, New Zealand Customs may charge GST, duty and an Import Entry Transaction Fee on arrival, which are payable by the recipient and are not collected by us.

Delays

Delivery may be delayed by customs or biosecurity inspection, weather events, carrier backlogs or public holidays. These circumstances are outside our control. We will contact you if we become aware of a significant delay affecting your order.

Lost or damaged parcels

Your order remains our responsibility until it is delivered to you. If your parcel arrives damaged, or has not arrived within 25 business days of dispatch, contact us at support.muttwellstore@gmail.com and we will resend your order or refund you in full.

Uncollected and undeliverable parcels

If a parcel is returned to us because the delivery address was incorrect or the parcel was not collected, we are unable to cover the cost of return shipping. Re-delivery will be charged at the standard shipping rate.

Returns

This policy covers shipping only. For returns, exchanges and refunds, please see our Refund Policy.

Contact

Muttwell, Baumgarten 6, 8632 Tann, Switzerland
Email: support.muttwellstore@gmail.com
We respond to all enquiries within 24 hours on business days.