Shipping policy
At Untouched World™, we are committed to delivering your orders efficiently and securely. Please read our shipping policy to understand our shipping practices and procedures.
Delivery timeframe
We endeavour to dispatch orders within 1-2 working days, with most orders placed in the morning dispatched that same day. Delivery may be slightly delayed during sale or busy periods. Once your order has been dispatched from our warehouse, approximate delivery times are as follows:
| Shipping Destination | Timeframe | Carrier |
|---|---|---|
| New Zealand | 1-2 business days | NZ Post - Express Shipping |
| Australia | 2-3 business days | DHL - Express Shipping |
| International | 3-6 business days | DHL - Express Shipping |
Shipping Rates
Our shipping rates and the minimum spend required for free shipping are the following:
| Shipping Destination | Shipping Cost | Free Shipping Minimum Spend |
|---|---|---|
| New Zealand | NZ$10 | NZ$100 |
| Australia | ~AU$25 | ~AU$185 |
| North America | ~US$25 | ~US$145 |
| Europe | ~€25 | ~€165 |
| United Kingdom | ~£25 | ~£140 |
| Rest of World | ~US$30 | ~US$285 |
*Foreign exchange rates updated January 2025
For international shipping:
The rates displayed above are converted from New Zealand Dollars (NZD) to the respective currencies at checkout. The prices above are only an approximate. The actual cost of shipping in local currency may vary due to fluctuations in the exchange rate between NZD and the respective local currencies. Therefore, the final cost in the local currency may be subject to change at the time of purchase.
International Customs Charges and Import Duties
Unfortunately, we have no control over customs charges and import duties. As customs policies and import duties vary greatly between countries, we are unable to tell you whether charges will be payable and what this cost will be. On occasions when customs charges and import duties are imposed, these charges must be paid by the recipient of the parcel.
Customs fees and import duties are applied once your parcel arrives in the destination country. To avoid any unexpected costs, we recommend checking with your local customs office for current rates before placing your order. Untouched World™ is not liable for any customs fees or import duties incurred.
How We Deliver Your Order
To ensure we are able to deliver your purchase, we use ‘track and trace’ couriers. They use a scanning system to follow the progress of your delivery and require a signature on receipt of the package. If a problem arises, this means you are able to follow up directly with the courier company involved, and proof of delivery and/or the status of the package can be supplied. There will be a copy of the signature of the person that received the package, and the courier driver can be identified. If you require non-signature or specific delivery instructions, you will have to organise this with the courier company. Please use the tracking link provided with your dispatch confirmation to contact them.
Tracking Your Package
You will receive an email with your tracking number once your order has been dispatched, allowing you to follow its progress via the courier. Please check your spam or junk folder if you don’t see it in your inbox. You can also log in to our website at any time to view your order status.
Your Delivery Address
Please ensure your shipping address and other key details are entered accurately at the time of purchase. We recommend double-checking your order confirmation email and advising us as soon as possible if any changes are required. Untouched World™ is not liable for orders delivered to incorrect addresses provided by the customer, or for any additional shipping costs incurred due to address changes or failed deliveries.
Because a signature will be required, it is a good idea to provide a delivery address for where you're likely to be during the day, such as a work address. If your work address is in a large or multi-level building, please note most couriers will only deliver to the foyer.
We are unable to deliver to PO Boxes outside of New Zealand or Australia.
Once your parcel has been delivered, responsibility for the package transfers to you. If you opt to update your delivery preferences to allow delivery without a signature, you accept the risk of loss or damage, including theft. For further details, please refer to the courier company's delivery policies.
If the courier is unable to leave the package at the address you provided, they may leave a card to advise you where you can pick up the package.
Please be aware we are unable to provide exact delivery times for our couriers, and that couriers do not call prior to delivery.
When Your Package Arrives
When you receive your order, you should immediately check to ensure you have received the correct item/s ordered, and that no damage has occurred to the package during delivery.
If the packaging is damaged and has affected your purchase, please sign for the package as ‘DAMAGED’ and take a photo. If the products themselves are damaged, contact the carrier (NZ Post for New Zealand, DHL for international orders) to report the issue and obtain a reference number. Then, reach out to us with any photos and details so we can initiate a claim with the carrier. We will act promptly to resolve the matter as quickly as possible.
If your package is in perfect condition, but you discover the item/s inside are damaged or defective, please get in touch to let us know.
Lost or delayed shipments
We recommend waiting for a reasonable amount of time based on the estimated delivery window provided at the time of purchase. Delivery times can vary depending on the destination and shipping method. If you feel it has been excessively delayed or suspect a loss, please reach out to the shipping company providing your tracking number.
Order Changes & Cancellations
Once an order has been dispatched, we are unable to make changes or cancel it. Please contact us as soon as possible if you need to modify your order.
Shipping Destinations & Restrictions
We ship worldwide, except for:
Afghanistan, Anguilla, Antigua & Barbuda, Ascension Island, Azerbaijan, Bahamas, Benin, Bhutan, British Indian Ocean Territory, British Virgin Islands, Burkina Faso, Burundi, Cape Verde, Caribbean Netherlands, Central African Republic, Chad, Comoros, Congo - Brazzaville, Congo - Kinshasa, Curacao, Cöte d'Ivoire, Djibouti, Dominica, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Falkland Islands, French Southern Territories, Gabon, Gambia, Grenada, Guinea, Guinea-Bissau, Guyana, Haiti, Iraq, Kiribati, Laos, Lebanon, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mongolia, Montserrat, Mozambique, Myanmar (Burma), Nauru, Nepal, Nicaragua, Niger, Niue, Papua New Guinea, Pitcairn Islands, Russia, Rwanda, Seychelles, Sierra Leone, Solomon Islands, Somalia, South Georgia & South Sandwich Islands, South Sudan, St. Helena, St. Lucia, St. Pierre & Miquelon, St. Vincent & Grenadines, Sudan, Suriname, Säo Tomé & Principe, Tajikistan, Timor-Leste, Togo, Tokelau, Tristan da Cunha, Turkmenistan, Turks & Caicos Islands, Tuvalu, Uzbekistan, Vanuatu, Wallis & Futuna, Western Sahara, Yemen, Zambia.
Some products may not be available for shipping to certain countries. If an item cannot be shipped to your location or requires additional shipping information, this will be clearly noted on the product page.
