Shipping policy
Shipping
Birchbury NZ Ltd ships to New Zealand and Australia. All orders are dispatched from Auckland, New Zealand.
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% for New Zealand orders, 10% for Australian orders.
Processing time
Orders are processed and dispatched within 2 to 5 business days of being placed. Business days are Monday to Friday, excluding New Zealand public holidays. During sales periods and around public holidays processing may take longer; we will let you know if it does.
Shipping rates
Standard shipping is free on every order, to both New Zealand and Australia. There is no minimum order value.
Faster paid options are available at checkout if you want them:
| Destination | Service | Cost |
|---|---|---|
| New Zealand | Standard Shipping | Free |
| New Zealand | Express Shipping | NZD 25.00 |
| Australia | Standard Economy | Free |
| Australia | Courier Parcel | Around AUD 43.00 |
Australian customers shop in Australian dollars, so the amount shown at your checkout is the Australian dollar equivalent and moves with the exchange rate.
Delivery estimates
Delivery time is counted from dispatch, not from when you place your order. Add the 2 to 5 business day processing time to the estimates below.
| Destination | Service | Estimated time in transit |
|---|---|---|
| New Zealand | Standard Shipping | 2–3 business days |
| New Zealand | Express Shipping | 1–2 business days |
| Australia | Standard Economy | 4–10 business days |
| Australia | Courier Parcel | 3–6 business days |
Rural and remote addresses in both countries can take longer. These are estimates based on our carriers' normal performance, not guarantees. Weather, customs inspection and carrier backlogs can all add time.
Delivery options
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.
We do not offer local delivery, and we do not offer in-store pickup.
Tracking
You will receive a confirmation email when you order, and a second email with a tracking number when your parcel is dispatched. If you have not received a tracking email within 5 business days of ordering, check your spam folder and then email us at hello@birchbury.co.nz.
Tracking can take up to 24 hours after dispatch to show its first scan. A tracking number that shows nothing yet is normal.
Duties and taxes
New Zealand orders include 15% GST in the price shown. There is nothing further to pay on delivery.
Australian orders are shipped from New Zealand. Australian GST is included in the price you are shown at checkout, so there is nothing further to pay on delivery.
Getting your address right
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 has not yet been dispatched we can usually correct it. Once a parcel has left us we cannot redirect it, and a parcel returned to us because of an incorrect or incomplete address will need to be reshipped at your cost.
If your parcel is 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 has not updated for 7 business days, email hello@birchbury.co.nz with your order number and we will open an enquiry with the carrier.
If your parcel is lost or damaged
- Lost. We treat a parcel as lost if the carrier's enquiry does not locate it, or if tracking shows no movement for 15 business days after dispatch. Once a parcel is confirmed lost we will 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 will 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 has still not turned up after 3 business days, contact us and we will investigate with the carrier.
Shipping outside New Zealand and Australia
This store ships only to New Zealand and Australia. If you are ordering from elsewhere, please use the Birchbury site for your region:
- United States — birchbury.com
- Canada — ca-birchbury.ca
Those sites are operated separately and have their own shipping rates, delivery times and policies.
Returns and exchanges
Returns and exchanges are accepted within 30 days of the original purchase date, and are covered separately in our Returns & Exchanges policy.
Contact
Birchbury NZ Ltd, Auckland, New Zealand. Email hello@birchbury.co.nz. We aim to reply within 1 to 2 business days.