Delivery and Returns
Online Order Delivery
A traceable courier service that will require a signature, deliveries cannot be made to PO Boxes. Delivery charges cover packaging, delivery and insurance.Order Processsing
Orders are processed Monday to Friday (excluding public holidays), orders received over weekends and holidays will be processed the next business day. Availability of products is not guaranteed, if you have ordered an item that is not available or that is delayed, we will notify you via email or telephone, at which time you will have the option of choosing a different item or receiving a refund.Delivery Charges
Free shipping on orders over $250 in New Zealand$10 shipping for New Zealand, 1 – 3 working days from dispatch
$20 shipping for Australia, 3 – 12 working days from dispatch
$40 shipping for rest of the world, 10 – 15 days working days from dispatch
Estimated delivery times are to be used as a guide only
Shipping
We aim to dispatch all orders within 2 days, with the exception of sale periods where this may take up to 3 days. Deliveries will not be made on weekends or public holidays. Shipping rates are calculated in New Zealand dollars. Orders are processed from Hamilton, New Zealand. We are unable to redirect orders once dispatched. Anyone at the delivery address who receives the goods shall be presumed by
nes to be authorised to receive the goods on your behalf.Taxes and Duties
We charge in New Zealand dollars for all orders as per advertised amount shown on the online store at the time of purchase.For International orders, import duty, customs fees and local sales taxes (levies) may be charged to you by the destination country’s authorities, depending upon the laws and regulations of that country. All international deliveries are made ‘delivery duties unpaid’ (ddu), as the recipient, you are liable for all levies charged by the destination country you are shipping to. Payment of these levies may be necessary to release your order from customs on arrival.
nes is not responsible for any delays caused by destination customs clearance processes. Returns
If you are not satisfied with the goods you have purchased, receive faulty or incorrect goods, please contact thenes team at [email protected] or +64 7 839 2324 within 3 days upon receipt for an ra number. If you are returning based on incorrect size, we recommend you let us know your required size when contacting us, this way we can reserve that garment for you.Download your online return exchange form here
Exchanges can only be offered on items that are the same price. If you would like a different priced garment we suggest you place a new order and send your other one back for a refund. Exchanges must meet the criteria on our online return/exchange form.
Note: there are no refunds on sale/discounted items however we can exchange as per our returns criteria.
Merchandise in saleable condition with all labels and swing tags attached accompanied by the original order receipt and ra number, may be exchanged for another size and will be shipped at our cost. If we do not have the required size in stock you will be granted a refund. Postage charges on returns are non refundable. International customers must pay for all postage of returns.
If you change your mind, the garment you exchange it for will incur postage costs. If you are outside of New Zealand you will need to pay for duties and taxes on the replacement item (other than faulty items).
nes has the right to refuse returns if the product is not in its original condition, is returned outside the 7 day period or does not meet online return/exchange form criteria. After 7 days sales are final. All sale items, phone orders and pre orders are final upon purchase. No price adjustments.
How to Return
You can return all items by registered post or to thenes store within 7 days of receipt of order. Refunds can only be given to items returned by post. Credit notes will be issued to instore returns and can only be used instore. Credit notes are valid for 3 month from date of issue.Please return the following:
- product you wish to return
- original order receipt
- completed returns form, please make sure you complete all details in full
Address the parcel to:
nes 291 BARTON STREET
HAMILTON 3204
+64 7 839 2324
If you return items without meeting our return policy criteria, delays are possible, and you will be responsible for the return shipping to get your goods returned.
Incorrect Size
Items exchanged for a different size will be processed and shipped at our cost. If we do not have the requested size in stock you will be granted a refund (for the returned goods)Refunds
Refunds will only be authorised if you make contact within 3 days of receiving your goods, you will be given an ra number at this time. Returns are credited in the same manner in which they were originally paid. Unfortunately your original postage and/or import duty, customs fees and local sales taxes (levies) charged are not refundable. Refunds apply to postal returns only. All returns must be accompanied as detailed above. Credit notes will be issued to instore returns and can only be used instore. Credit notes are valid for 3 month from date of issue.Faulty Goods
Allnes products carry a guarantee on faulty workmanship and materials for the expected life of that product. Care labels in the garments must be strictly adhered to. Items that are damaged as a result of wear and tear are not considered to be faulty, it is at the descretion of nes to determine fault. If you would like to return a faulty item , follow the standard returns procedure. Upon accepting the fault of the product, we firstly have the option to repair the faulty item or replace it for the same product in the same size at our descretion. If we cannot repair or fulfill with a replacement you will receive a credit or a refund including your original postage charges. Unfortunately any import duty or customs fees and local sales taxes (levies) charged are not refundable.Important information
nes takes no responsibility for items lost in transit, please ensure you affix the appropriate return postage to your package. If the information above is not followed this may result in delays processing your return. If followed correctly, items will be processed within 7 working days.
If you have any concerns or questions regarding any of these instructions please do not hesitate to call on +64 7 839 2324 or email us at [email protected]. We have the right to deny a return if the goods returned do not meet our return policy requirements.