Shipping and Returns Policy

Shipping New Zealand
We offer free shipping nationwide on orders over $150. A flat rate ($10-$20 depending on location) will be charged for orders under $150. Products are couriered and tracked from our warehouse in Auckland. We typically expect delivery within 2 working days to most major metro areas, however some variation may occur depending on your location.

Please be aware, orders are sent signature required. If you are not home at the time of delivery, a card to call will be left (with the exception of Rural Delivery). We cannot ship to PO Boxes, please provide a physical address for your order.
If you're having problems with delivery, don't hesitate to get in touch.

Shipping Australia
We offer free shipping nationwide on orders over $150. A flat rate ($10-50 depending on product and location) will be charged for orders under $150.

Pillows are couriered and tracked from our warehouse in Sydney. We typically expect delivery within 4 working days to most major metro areas, however some variation may occur depending on your location. Please note, we cannot ship pillows to PO Boxes or Parcel Lockers. Please provide a physical address for your order.

Sleepwear is couriered and tracked from our warehouse in Auckland. We typically expect delivery within 7 working days to most major metro areas, however some variation may occur depending on your location and with international courier delays currently. 

If you're having problems with delivery, don't hesitate to get in touch.  


Returns
If you’re looking to return or exchange your order for whatever reason, we're here to help! We offer hassle free returns or exchanges* within 7 days of receiving your order.
* Please note the following terms and exceptions to our return and exchange policy:

  • Pillows and Toppers purchased with a discount code, or on sale, are final and cannot be returned or exchanged (this does not affect your rights under the New Zealand Consumer Guarantees Act 1993 or The Australian Consumer Law).
  • Sleepwear purchased with a discount code, or on sale, can be exchanged if the correct stock is available, but not refunded (this does not affect your rights under the New Zealand Consumer Guarantees Act 1993 or The Australian Consumer Law).
  • Returned items (where not being returned due to fault) must be in a re-saleable condition with no signs of use or wear, with packaging unopened and with all labels and instructions intact.
  • For items that are returned due to fault, please identify the fault/problem. Where an item is faulty or damaged due to a manufacturing fault we will either: (i) replace the product; or (ii) assess and repair the product; or (iii) give you a refund, in accordance with the New Zealand Consumer Guarantees Act 1993 or The Australian Consumer Law.
  • We reserve the right to require proof of purchase.
  • Our returns policy and the New Zealand Consumer Guarantees Act 1993/ The Australian Consumer Law does not apply where the item is acquired in trade (that is you have bought the item for the purpose of a business, such as resale or use in a business).
  • To initiate a return or exchange, please contact: hello@bynatalie.co.nz
  • Once your item arrives back at our warehouse we'll be able to process your refund - this may take up to 14 days from receiving the item/s back. 

Please use tracked postage/courier when sending items back to us. We will not take responsibility for items lost in transit or process refunds for items that do not arrive back with us.

We will not refund the original shipping cost, or cover the cost of return shipping.


Warranty
We reserve the right to decline warranty service for any product that is returned with significant soiling or in an unsanitary condition.
Under this warranty we will, at our discretion, repair the product, provide a refund, or replace it with the same or similar product.

New Zealand:
This warranty is in addition to any rights you may have under the Consumer Guarantees Act 1993. Our warranty does not apply to purchases for business purposes. If you purchase our product for business purposes then you also agree that the Consumer Guarantees Act does not apply to these products . 

Australia:
The benefits given by the guarantee set out in this document are in addition to any other rights and remedies you may have under a law in relation to the goods to which the guarantee relates. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Contact us at hello@bynatalie.co.nz.