Shipping policy

SHIPPING & DELIVERY POLICY
Charlotte’s Secret Ltd
New Zealand
Last updated: 10 September 2026
1. Shipping Information
Charlotte’s Secret aims to process and dispatch orders as quickly as reasonably possible.
Available delivery options, costs and estimated delivery timeframes will be displayed during checkout and/or on the website.
2. Order Processing
Orders are generally processed within 2 business days.
Orders placed on weekends or public holidays may be processed on the next business day.
During product launches, promotions, sales periods or unusually busy periods, processing may take longer.
If there is a significant delay with your order, we will endeavour to contact you.
3. Delivery Within New Zealand
We offer delivery within New Zealand using available courier and postal services.
Estimated delivery timeframes are provided as guidance and may vary due to:
• courier delays;
• weather;
• public holidays;
• rural delivery;
• incorrect or incomplete addresses;
• high-volume periods; or
• circumstances outside our reasonable control.
4. Rural Deliveries
Rural addresses may take longer to deliver than urban addresses.
Additional rural delivery charges may apply where applicable and will be displayed at checkout.
5. International Shipping
International shipping availability depends on the destination and the products ordered.
Where international shipping is available, shipping charges and estimated delivery information will be provided at checkout.
International customers are responsible for ensuring that products can legally be imported into their country.
Customs duties, taxes, import fees or other charges imposed by the destination country may be payable by the customer unless expressly stated otherwise.
6. Incorrect Delivery Information
Customers are responsible for providing an accurate delivery address.
If an order is returned to us because an incorrect or incomplete address was supplied, additional delivery charges may apply before the order can be resent.
This does not affect any statutory rights you may have where the issue was caused by Charlotte’s Secret.
7. Tracking
Where tracking is available, tracking information may be provided by email or through the relevant delivery service.
Tracking information is supplied by the delivery provider and may not update immediately after dispatch.
8. Lost or Delayed Orders
If your order has not arrived within a reasonable timeframe, please contact us.
We will investigate the delivery with the relevant courier or postal provider.
Where Charlotte’s Secret is responsible for a failure to deliver, we will provide an appropriate remedy in accordance with applicable New Zealand consumer law.
9. Damaged Packages
If your package arrives visibly damaged, please contact us as soon as reasonably possible.
Where possible, retain the packaging and photographs of the damage while the issue is being investigated.
10. Consumer Guarantees Act
The Consumer Guarantees Act may provide rights relating to delivery of products purchased from New Zealand businesses.
Nothing in this Shipping Policy removes or limits any rights you have under New Zealand consumer law.
11. Contact
For shipping questions, please contact:
Charlotte’s Secret Ltd
Email: charlottessecret.nz@gmail.com
Phone: +64 27 313 6327
Website: www.charlottessecretltd.com