Shipping, Refunds & Returns

Shipping, Refunds & Returns

Shipping Information

Overnight Delivery within New Zealand - $5.00

Overnight Delivery within New Zealand on orders over $250  - FREE 

All deliveries within New Zealand are sent on an overnight, signature required service via New Zealand Couriers. Use your supplied tracking number any time to see your parcel's progress here, New Zealand Courier Track & Trace. Please allow an extra 1-3 days for rural delivery. 

Australia flat rate of $20  -  All deliveries to Australia are sent signature required via NZ Post. Use your supplied tracking number any time to see your parcel's progress here, NZ Post Tracking

Rest of the world flat rate of $80  -  All international deliveries are sent signature required via NZ Post. Use your supplied tracking number here, NZ Post Tracking.

Additional Information - Orders must be placed before before 2pm Monday - Thursday for next day delivery. All orders will be processed for same day dispatch. However if ordered on a weekend day or public holiday it will be processed within 2 hours of the first working day. If for any reason we are unable to meet this same day dispatch turnaround we will contact you to advise.

PLEASE NOTE: All shipments are sent via traceable method with signature required upon delivery. If for any reason you wish to have signature required removed from your order, please note this in the shipping instructions of your order. By requesting this service be removed, your are acknowledging that Sister NZ Ltd is not accountable for any lost or stolen orders and that your order will not be covered by insurance.

When receiving a consignment that maybe torn open, badly crushed etc please be sure to NOTE this when signing for the goods for your own protection and coverage. Signing for a parcel without any notifications effectively confirms it has been received by the consumer in good condition.

Taxes & Duties

All international orders please note, that once your order has left New Zealand it may be subject to customs clearance procedures and charges, which can cause delays beyond original delivery estimates. Your order will usually take between 3-7 days to reach you, excluding delays due to customs. We are unable to delivery to PO Box addresses internationally. Orders to countries outside NZ may be subject to import duties and/or taxes, which are levied once your package reaches your country.

Your order is shipped on a DDU (Delivery Duty Unpaid) basis, which means that the price displayed at checkout are exclusive of all taxes and duties. We are unable to calculate the exact amount of duties and taxes your package will incur as these charges are imposed directly by your local customs. The international carrier may invoice you for the local taxes and duties, or you may have to deal with local customs directly to organise payment and release of your package. 

If an item is held for 5 days at customs or with the delivery provider with no response from the recipient it will be sent back to us, and the cost of this return postage will be deducted from the refund of the item.

Online Returns Policy

Please take time to familiarise yourself with our returns terms and conditions before making a purchase online.  Happy shopping!

IMPORTANT: Worried that an item won't fit or look right? Don't worry, full priced items may be returned for a refund as long as the item is returned within: 

  • New Zealand – 7 days of receipt
  • Australia & International – 10 days of receipt

If you intend to return an items, please advise your intent to return by completing our returns form

  • Items must not be worn, altered or washed.
  • Items must have all tags and packaging attached.
  • Footwear must include the original shoe boxes in its original condition, without postal labels.

Shipping and handling charges are not refundable. The return of the item is at your cost and responsibility until it reaches Sisters & Co. We recommend that you take out postal insurance.

*Other than circumstances covered by NZ Statute SALE OR DISCOUNTED ITEMS must not be returned, refunded or exchanged, these are for FINAL sale.

Refunds & Processing Time

If your package arrives at Sisters and Co. within the day timeline specified above, your refund, exchange or online credit note will be processed within 1-2 business days.  You will be notified by email to the address listed on your account when this transaction has taken place. Your bank may require additional days to process and post this transaction to your account once they have received the information from Sisters and Co.  Please allow up to 2 – 3 working days before contacting Sisters and Co.

The Returns Process

Email online@sistersandco.co.nz with your intent to return, using your order number as your reference.

Securely repackage your items.

Send your return goods to Sisters and Co., 208 Maunganui Road, Mount Maunganui 3116, Bay of Plenty, New Zealand.

Ship your package using a traceable, insured shipping method.  Sisters & Co cannot accept responsibility for packages that we do not ship.

You will receive an email once your return has been received and processed.  Please allow 1-2 business days from the time we receive your return for it to be processed.

Packages received at Sisters & Co after the return timeframe window specified above will not be accepted and will be sent back to you.

In Store Returns Policy

This returns policy applies to purchases made in-store only. We will happily exchange any full price garment within 7 days of purchasing. Items must be returned in their original condition with tags attached along with the sale receipt. Unfortunately we do not offer refunds on change of mind purchases.

Sisters Swap Returns Policy

Sisters Swap will not accept any items that are not the real deal. If you believe we have let one slip through the cracks, please get in touch with us asap to return the item for a full refund once it has been verified as a fake, replica or knock off.

All items are for final sale. Sisters Swap do not accept any returns on any items purchased. However if you do change your mind or the fit is incorrect etc the best approach in this instance is to send the item back to us to be re-listed for sale on your behalf!

We understand that pre-loved items will not look in brand new condition but we strive too keep a high standard of general wear and tear on all items. If you feel like the item does not suffice what is stated in the product description or via the images please get in touch with us as we are more then happy to investigate this further - we want you to love every purchase!