Shipping Policy

SHIPPING & DELIVERY POLICY

At The Wrenley Family, every order is handled with care to ensure your items are processed accurately and delivered safely.

ORDER PROCESSING

Please allow 1–3 business days for your order to be processed before dispatch.

Orders placed on weekends or New Zealand public holidays will be processed on the next business day.

Once your order has been dispatched, you will receive a shipping confirmation email with your tracking information.

DELIVERY TIME

Our standard delivery timeframe is 5–15 business days, depending on your location and other delivery circumstances.

We work with trusted shipping carriers to help ensure your order reaches you safely and efficiently.

Delivery timeframes are estimates and may vary due to carrier delays, peak periods, public holidays, weather, customs procedures, or other circumstances outside our reasonable control.

Where The Wrenley Family arranges delivery, we remain responsible for ensuring your order is delivered within the agreed or otherwise reasonable timeframe, in accordance with applicable New Zealand consumer law.

SHIPPING FEES

We are pleased to offer complimentary shipping on all orders, with no minimum purchase required.

There are no additional standard shipping charges at checkout.

If any taxes, duties, or other charges are applicable to your order, these will be disclosed where required before purchase.

HOW TO PLACE AN ORDER

Select your desired item and add it to your shopping cart.
Proceed to checkout and carefully review your shipping and contact details.
Choose your preferred payment method. Payments are processed through our secure checkout system.
Complete your order.
You will receive an order confirmation email for your records.
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Please make sure your shipping information is accurate before completing your purchase.

DELAYS & DELIVERY ISSUES

While we aim to deliver orders within the estimated timeframe, delivery dates are not guaranteed.

Delivery may take longer during busy shopping periods, public holidays, customs processing, severe weather, carrier disruptions, or other unforeseen circumstances.

If your order is significantly delayed, damaged, or does not arrive, please contact us at support@thewrenleyfamily.com so we can investigate the issue and work with the relevant delivery provider where necessary.

Where applicable, your rights under the New Zealand Consumer Guarantees Act 1993 remain unaffected. This may include rights to a repair, replacement, refund, or other remedy where the relevant consumer guarantees have not been met.

LOST OR DAMAGED ORDERS

If your order does not arrive or arrives damaged, please contact us as soon as reasonably possible at support@thewrenleyfamily.com.

We may request your order number, tracking information, photographs, or other relevant information to help us investigate the issue.

If The Wrenley Family arranged the delivery, we will work with the delivery provider to resolve the issue.

Nothing in this policy limits any rights or remedies you may have under applicable New Zealand consumer law.

SHIPPING INSURANCE POLICY

At The Wrenley Family, we want every order to arrive safely. Where optional Shipping Insurance is offered at checkout, it provides additional protection for certain shipping-related issues as described below.

Shipping Insurance is optional and does not replace or limit any rights you may have under the New Zealand Consumer Guarantees Act 1993 or other applicable laws.

WHAT IS COVERED

When Shipping Insurance is added to your order, eligible shipping incidents may include:

LOST PACKAGES

If your insured order is confirmed lost in transit or does not arrive, we may arrange a replacement shipment at no additional shipping cost, subject to the terms of the insurance coverage.

DAMAGED PACKAGES

If your insured package arrives damaged or the product has been damaged during transit, we may arrange a replacement for the affected item where the claim is approved and the item is eligible for coverage.

Where a situation is covered by New Zealand consumer law, your statutory rights remain unaffected.

HOW IT WORKS

If you experience a shipping issue:

Contact our Customer Care Team at support@thewrenleyfamily.com.
Contact us within 7 days of delivery, or within 7 days of the expected delivery date for an order that has not arrived.
Provide your:
- Order number
- Tracking information
- Description of the issue
- Photos of the damaged package or product, where applicable
We will review the information and determine the appropriate next steps.
If the claim is approved under the Shipping Insurance terms, we will arrange the applicable replacement or other covered remedy.

The 7-day reporting period is intended to help us investigate shipping issues promptly and does not remove or reduce any rights you may have under applicable New Zealand consumer law.

WHAT IS NOT COVERED BY SHIPPING INSURANCE

Shipping Insurance generally does not cover:

Incorrect, incomplete, or inaccurate shipping information provided by the customer.
Deliberate or fraudulent claims.
Damage caused after delivery through misuse, alteration, or improper handling by the customer.
Delays caused by customs procedures, severe weather, carrier disruptions, or other circumstances outside our reasonable control, where the issue is not otherwise covered by applicable consumer law.
Additional losses caused by incorrect address information supplied by the customer.

However, exclusions under the Shipping Insurance policy do not override any rights or remedies that apply under New Zealand law.

CUSTOMER CARE

For questions regarding shipping, delivery, tracking, or Shipping Insurance, please contact our Customer Care Team:

The Wrenley Family
Email: support@thewrenleyfamily.com

We are always happy to assist and will do our best to resolve delivery issues as quickly as possible.