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SHIPPING GUIDE

Welcome! We're dedicated to delivering your orders from New Zealand to wherever you are in the world with care and efficiency. Our goal is to ensure a seamless shopping experience, offering detailed guidance on shipping processes, costs, and how to track your purchase, all while prioritising your satisfaction.

SHIPPING TERMS

Our products are shipped from New Zealand both locally and internationally. If you find that your country isn’t listed in the shipping rates chart, please reach out to support@eugy.com for assistance. Shipping costs are calculated at checkout and depends on the total amount of your order.

Shipping Rates

Correct Delivery Address

It’s important to provide us with the correct shipping address during the checkout process. We want to avoid any issues with delivering your order, but please be aware that we’re not responsible for parcels that don’t reach their destination due to incorrect address details provided by you. Additionally, once an order is on its way, we’re unable to change its direction or redirect it to a different address.

 


Order Processing Time


Orders are typically processed within 1-2 business days after confirmation, and deliveries are made on working days (Monday through Friday, excluding holidays). If you place an order on the weekend or during holidays, we'll ship it within 2 business days after the holiday or weekend.
 


Shipping Times
 

NZ Post : Up to 15 working days 
DHL : 7 working days
Please note that delivery times may vary depending on your location, but we strive to get your order to you as quickly as possible.
 
 

Tracking Your Order

Once your order has been shipped, you will receive a confirmation email with a tracking number. You can use this tracking number to monitor the status and location of your package.

NZ Post  Tracking | NZ Post 
DHL  Global Logistics - International Shipping | DHL Home |

 


Lost or Damaged Items
 

If you encounter a situation where your order is either lost or delivered in a damaged state, we kindly ask you to get in touch with us within 14 days following the dispatch confirmation. Our commitment is to address your concern swiftly.

Please note that we are not responsible for replacing or offering compensation for any lost or damaged items under the following circumstances:: 
 

  • The item is seized by Customs or any other government agency.

  • The item is sent to a country where no postal or courier service exists.

  • The loss or damage results from unforeseeable events outside our control.

  • The loss or damage takes place post-delivery.  

  • The item was shipped without tracking at your request.


Holidays and Delays

  • During peak holiday seasons or unforeseen circumstances such as extreme weather, there may be shipping delays. We appreciate your patience during these times.

  • Delivery times are estimates and may be affected by factors beyond our control, including but not limited to weather, strikes, or customs delays.

  • We are not responsible for delays caused by the courier service.

INTERNATIONAL SHIPPING

Customs, Taxes, and Duty Charges for International Orders

All orders shipped outside New Zealand may incur local customs fees, taxes, or duties upon arrival, determined by the destination country's customs authorities. These charges are the purchaser's responsibility, as regulations can vary significantly between countries. To avoid unexpected costs, we advise all international customers, including those in the European Union (EU), to contact their local customs office for detailed information on potential charges before placing an order.

 

VAT Policy Update for EU Customers

Please be aware, as of 1 July 2021, the EU has revised its VAT policies, removing the exemption for goods valued under EUR 22. Now, all goods imported into the EU are subject to VAT, aiming to create a fairer environment and simplify tax processes. For comprehensive details on how this may affect your order, visit the EU consumers | Taxation and Customs Union - European Commission website

Global Regulatory Changes

 

Customers outside the EU should note that changes to customs and tax regulations similar to those in the EU may occur in other regions. We encourage staying informed about your local regulations to fully understand the total cost of your order.


 


Refusal to Pay Customs Fees
 

If customs fees, taxes, or duties are not paid, resulting in the return of your order, you will be responsible for the return shipping expenses. A refund, minus the return shipping fee, will be issued to the original payment method upon the order's return. 

For any other inquiries or assistance, please reach out to support@eugy.com. Additionally, feel free to visit our Returns & Refund or FAQ pages for further information.

International shpping
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