Shipping & Returns

Delivery Options

Free Standard Shipping Conditions

The Delivery Targets are a guide only and we do not guarantee that your parcel will reach its destination within the delivery target. For the purpose of delivery targets, the day in which a order is received and dispatched by us is day zero.

International Courier

We use International Courier service by New Zealand Post for all deliveries outside New Zealand. The Destination/Zone and Delivery Targets for International Courier service is as below. A signature may be collected on delivery. We do not deliver to Postal Boxes (PO Box). 

Destination/Zone

International Courier

Australia

3 - 5 working days

South Pacific

5 - 7 working days

Asia

5 - 8 working days

North America, UK and Europe

6 - 10 working days

Rest of the world 

6 - 10 working days

You can expect that your item will usually arrive at its destination within the timeframe specified for each service. Because New Zealand Post does not directly control all parts of the delivery chain, we can’t guarantee that your item will always reach its destination within the delivery target. Delivery to areas outside major cities, or where your item is dutiable or is held in Customs, may take longer.

Domestic Courier (Within New Zealand)

The time it takes for your parcel to reach its destination will vary depending on your location. Delivery to and from rural or remote areas may take longer. 

Service

Delivery target

Courier & Signature

1-3 working days nationwide*

 * Between major towns and cities

REFUND & EXCHANGE POLICY 

We take great pride in our reputation for quality. We pride ourselves on our designer pieces and quality craftsmanship, however we understand that there may be times where you need to return an item purchased from our online store. In the instance that you receive an item that is faulty or wrongly described, you may elect to receive a refund or an exchange for another item. Please be advised that all faulty returns are assessed by our Quality Management team. This policy does not exclude or replace your rights under any applicable law.

Refunds for faulty or wrongly described merchandise will be processed once ENGELEENA.COM Ltd has inspected and accepted the return, using the original tender type. Please make sure your items are returned new, unused and with all ENGELEENA garment tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to the customer.

Change of Mind Returns

If you change your mind, you can request an exchange or return of your purchase for a refund or credit. We happily accept returns and exchanges on full priced items. All returns must be in the original condition as sent. The item must not be worn, altered or washed, and must have its original tags attached. If you would like to return or exchange an item, please notify us by email or telephone immediately (within 24hrs) to obtain a Returns Authorisation Number (RA#).

Items must be returned within  7 days of receiving the order. Returns after this date cannot be accepted. For hygiene reasons, we do not offer returns on lingerie. We are unable to offer returns on eVouchers. 

Faulty Returns

Returns will be accepted on any faulty or wrongly described merchandise within a reasonable timeframe.  If an item is faulty or wrongly described you may request a refund, an exchange for another item within 7 days of receiving the order.

This Policy does not exclude or replace your rights under any applicable law. 

Sale Returns

Please be advised that all purchases of sale items are final and cannot be returned or exchanged. We kindly ask that you carefully consider your items before purchasing. Sale returns will only be accepted if the merchandise is faulty or wrongly described.

Size/Colour Returns

If you want to change an item for a different size or colour, you'll need to place a new order and return the wrong item.

How to return online purchases

Please contact us by email at customercare@engeleena.com to obtain a Return Authorisation number (RA#). Returns without a valid Returns Authorisation number will not be accepted.

Once you have received your RA number, you can complete the online store Return Slip. Please send the item, the completed online store Return Slip, and a copy of your receipt to:

Engeleena.com 
RA#_ _ _ _ _ _ _ _

35 Stamford Park Rd, Mt Roskill,

Auckland 1041, New Zealand.

RETURN SHIPPING

ENGELEENA.COM is not liable for the loss of an item which is being returned, so please securely package and return your item using registered mail. The goods are your responsibility until they reach our warehouse, so make sure it's packed up properly and can't get damaged on the way. We are not responsible for any items that are returned to us by mistake or without an RA number.

If you are returning a faulty, damaged or incorrect item we will reimburse any reasonable postage or shipping costs where you can provide us with proof of those costs. We are unable to offer free delivery for ‘change of mind’ returns or exchanges.

Please allow up to two weeks in Australia and New Zealand and up to four weeks for UK and US for your return to arrive at our returns centre. Once we have accepted and processed your return we will notify you using the email address provided with your original online order. Once the refund has been processed, depending on your card issuer, it can take up to 10 business days for the funds to show in your account.

TAX & IMPORT DUTIES

If you were charged any custom duties or sales taxes for your original order, these taxes or duties are non-refundable through ENGELEENA.COM. We suggest you contact your local customs bureau directly to enquire how these duties or taxes may be recovered for returned merchandise.