Shipping Policy

After receiving your order confirmation email, all orders are processed within 2 to 5 business days, excluding weekends and holidays. Note that the lead time to pick and pack an order is different from shipping time — you'll receive a second notification when your order has shipped.

All orders are dispatched from Auckland, New Zealand and are fully tracked. Delivery estimates may vary due to circumstances beyond our control or during holiday periods.

New Zealand customers are charged in New Zealand dollars (NZD) and Australian customers in Australian dollars (AUD). Your currency is set automatically from your delivery country. All prices shown include GST — 15% on New Zealand orders and 10% on Australian orders.

Standard Shipping — free on every order, no minimum spend. Sent by courier with tracking, typically delivered in 2–3 business days after dispatch.

Express Shipping — $25.00 NZD. Priority packing and courier tracking, typically 1–2 business days after dispatch.

Standard Economy — free on every order, no minimum spend. Sent with tracking, typically delivered in 4–10 business days after dispatch.

Courier Parcel — around $43.00 AUD. Typically 3–6 business days after dispatch. The exact amount shown at checkout is the Australian dollar equivalent of our NZD rate and moves with the exchange rate.

You'll receive a confirmation email when you order, and a second email with a tracking number when your parcel is dispatched. Please allow up to 24 hours after dispatch for the first tracking scan to appear — a tracking number that shows nothing yet is normal.

If you haven't received a tracking email within 5 business days of ordering, check your spam folder and then email us at hello@birchbury.co.nz.

Delayed. If your parcel has passed the top of its delivery estimate, check the tracking link first — most delays resolve within a few days. If tracking hasn't updated for 7 business days, email us with your order number and we'll open an enquiry with the carrier.

Lost. We treat a parcel as lost if the carrier's enquiry doesn't locate it, or if tracking shows no movement for 15 business days after dispatch. Once confirmed lost we'll send a replacement or refund you in full, at your choice.

Damaged. If your parcel arrives damaged, or the shoes inside are damaged, email us within 7 days of delivery with your order number and photographs of the packaging and the product. We'll arrange a replacement or a refund.

Marked delivered but missing. Please check with neighbours, your building's mail room and anyone else at the address, and look for a card from the carrier. If it still hasn't turned up after 3 business days, contact us and we'll investigate with the carrier.

PO Boxes. We deliver to PO boxes and private bags in both New Zealand and Australia. Please choose Standard Shipping or Standard Economy for a PO box — express and courier services generally require a street address and a signature.

Local delivery. We do not offer local delivery.

In-store pickup. We do not offer in-store pickup.

Please check your delivery address before completing your order. We dispatch to the address given at checkout. If you spot a mistake, email hello@birchbury.co.nz immediately — if the order hasn't yet been dispatched we can usually correct it. Once a parcel has left us we can't redirect it, and a parcel returned to us because of an incorrect or incomplete address will need to be reshipped at your cost.

We ship to New Zealand and Australia only. If you are ordering from elsewhere, please use the Birchbury site for your region — the United States at birchbury.com, and Canada at ca-birchbury.ca. Those sites are operated separately and have their own shipping rates, delivery times and policies.

New Zealand orders include 15% GST in the price shown and Australian orders include 10% Australian GST, so there is nothing further to pay on delivery in either country.

Returns and exchanges are covered separately — see our Returns & Exchanges policy.