Shipping And Refunds

 NEW ZEALAND (OVERNIGHT EXPRESS: 1-3 DAYS)

Orders will be sent using PBT or Poste Haste.  When you place an order an automated email will be sent to you with a track & trace number.  Delivery can be expected in 1 – 3 working days.  Please allow an additional 1 - 2 days for rural delivery and bulky items.

To help protect you and your order, all orders will require a signature on delivery.  If you would like your parcel left you can arrange an ATL (Authority to Leave) Please put this in your order notes so we can make the adjustment.
 
All international orders will be sent using DHL. A Track & Trace number will be provided once the order is shipped. Where large orders are placed, or excess freight charges applied we will notify of any additional cost.  

Any local duties or taxes are the responsibility of the customer.  If you are unsure, please contact your local customs office.

Returns:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at info@stepupind.co.nz  If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@stepupind.co.nz

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

 
Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 
Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.