Shipping

Before we get into more specifics, let us be clear on our International Shipping Terms.

  • We are not in business to "PROFIT" from shipping; So, SHIPPING IS FREE or INCLUDED on all orders.
  • Orders ship directly from the from our Local/domestic, International/overseas suppliers/vendors.
  • We and our suppliers/vendors, will use its best endeavors to meet stated timeframes for delivery
  • However, many factors (some of which are beyond our and the Supplier’s/Vendor’s control) can affect these timeframes and the suppliers/vendors cannot guarantee that they will always be met.
  • However, we want to get your orders to you as quickly as humanly possible.
  • We process all orders within 2-3 working days after payment has been confirmed.
  • The average delivery time is 5-10 business days, however, delivery times may increase depending on the delivery destination and delivery times could also change during the covid19 crisis
  • Our primary shipping service is NZ Post, Australia Post, DHL, UBI, USPS. 
  • As soon as we process and ship out your order, an automated email will be sent to you with the Delivery Information & tracking number of your order with further constant tracking & delivery updates till you receive your order.

Customs and Duties 

All applicable customs fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that we state the value of your order directly on your package – the value is the retail cost. BrandsHD cannot mark any package(s) as a “Gift” in order to avoid customs and duties fees.

Please note that on rare occasions, customs agents may delay the delivery of some packages at their discretion.  For more information on customs and duties charges, please contact your local customs office.

Exchange Rates
All prices shown on Brandshd.co.nz are in NEW ZEALAND dollars. If you need a conversion to your local currency, please refer to http://www.xe.com/currencyconverter/ or a similar website. Exchange rates change every second daily, and BrandsHD is not responsible for any loss incurred as a result of currency fluctuation.

Please note we do not charge CREDIT CARD processing fee, but your CREDIT CARD processor may or may not charge you a conversion rate fee. 

Returns

  • We have a 12-day return policy, which means you have 12 days after receiving your item to request a return. Returns that are shipped back after the 12-day policy will be rejected and shipped back to the original dispatch address. Any returns after the 12-day return policy is subject to a restocking fee of 25% and/or rejection.
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
  • Several types of goods are exempt from being returned. Such as intimate or sanitary goods and health and personal care items.

  • Returns due to wrong shipping information provided such as name or address will be covered by the buyer with a fixed fee of 85NZD.

  • For an unclaimed package that is returned to the vendor, the buyer will need to cover a fixed fee of 85NZD, which will be invoiced for or deducted from the refund
  • To complete your return, we require a receipt or proof of purchase.

Refunds

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
  • We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 7 business days.

Late or missing refunds

  • If you haven’t received a refund yet, please re-check your bank account.
  • Step-2, contact your credit card company, it may take some time before your refund is officially posted.
  • Next contact your bank. There is often some processing time before a refund is posted.
  • If you’ve done all of the above and still have not received the refund yet, please contact us at support@brandshd.com

Damaged goods or incorrect order upon arrival.
If your order arrives damaged, faulty, incomplete or incorrect please contact us on support@brandshd.com within 2 days. We will provide the further assistance on case-by-case basis
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We also need date of purchase and photographic evidence.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Conditions for Returns under CHANGE OF MIND

  • Your item must be in a saleable condition, meaning all original packaging (including shrink wrap and security seals) must be fully intact and the item should be unopened, unwashed, or otherwise unused.
  • Any accessories, manuals and gifts included with the item must be returned.
  • All labels and tags should be still attached.
  • The product being returned is not on the exclusions list below.
  • Return shipping is at the buyers’ expense for the change of mind returns. The cost of return shipment will be borne by the customer and should always be shipped back with an active tracking number. All returns need to be shipped back with UPS, DHL or FedEx. Due to long delivery time we do not accept any local Postal Service.
    Any returns that are due with customs charges will be covered by the buyer. Either by invoice or will be deducted from the original refund. To offer faster refund we recommend selecting the option of the sender paying for all customs duties.
  • Original shipping charges (including rural delivery fee) will not be refunded for change of mind returns.
  • Once approved, you’ll be provided with the return details
  • All returns must be in the perfect original condition as the original shipment, along with any original attachments such as tags, box, or dust bag. We have the right to refuse returns if the products have been worn or washed and with a used scent. For declined returns, the order will be shipped to the buyer and any additional shipping charges will be invoiced. 
  • When we receive your item back our team will do a quick assessment then issue you a refund for that product.

Exclusions

  • Health and beauty products, including cosmetics and fragrances.
  • Hosiery, underwear, and swimwear.
  • Bedding and accessories (e.g., pillows, mattress toppers/protectors etc.)
  • Toilet Seats (if original packaging is removed)

RESTOCKING FEES MUST APPLY (UNDER CHANGE OF MIND RETURNS)

FAQ

Get answers to the questions that matter most.

Yes, we offer shipping to most of the countries. Please note that import duties and taxes may apply upon arrival in your country. These fees are outside of our control, and we cannot predict the costs. Customs regulations vary by country, so it's recommended to contact your local customs office for further details.

Testers are discounted versions of fragrances, often without fancy packaging. They are 100% authentic, fresh, and just as full as the original. Testers are intended for display in stores and usually come in a plain white box. They may lack a cap, but this is reflected in the price, offering even more savings.

To preserve your fragrance, store it in a cool, dry place away from direct sunlight, as exposure can alter its composition. An open bottle should be kept in its original box for added protection, helping to extend its shelf life.

If your fragrance isn't spraying, follow these steps:

  1. Place one finger on the spray nozzle.
  2. Use the other finger to pump the spray 10-15 times.
  3. Release your finger from the nozzle.
  4. Pump the spray again 10-15 times.
  5. Let the bottle settle for 5-10 minutes.

Your fragrance should now spray properly. If the issue persists, repeat these steps.

It depends on where you are. Orders processed here will take 4-15 business days to arrive. Delivery details will be provided in your shipping confirmation email.

Yes, absolutely! We offer a wide variety of products that you can fully customize. You can upload your own artwork, designs, logos, or text to personalize items like clothing, accessories, and home decor. Each product is made-to-order, so you can create something unique for yourself or for others.

Creating your custom product is easy! Simply choose the item you'd like to personalize, upload your design, and adjust it to fit the product. Our design tools allow you to preview your product before placing your order to ensure everything looks just the way you want it.

We offer a wide range of products to choose from, including:

  • Mugs, water bottles, and tumblers
  • Phone cases, door mats, home & living products
  • Jewelry, ornaments and home decor products

Check our product catalog to see the full list of customizable items

https://brandshd.co.nz/collections/design-your-own

Once you place an order, your product will be printed and shipped typically within 4-20 business days, depending on the product and fulfillment location. Shipping times will vary based on your location, so please refer to our shipping calculator for more accurate estimates.

Unfortunately, once your order has been submitted, we can no longer make changes to your design. Please double-check your design before placing the order to ensure everything is as you want it.

Before confirming your order, you can preview your design on the product to ensure it looks just right. If you're unsure about the design or placement, feel free to reach out to our support team for assistance. We're here to help!

Due to the custom nature of print-on-demand products, we do not accept returns or exchanges once an order has been placed. Each product is made-to-order, and as a result, we cannot resell returned items. We encourage customers to carefully review their design before placing an order to ensure everything is correct.

If your print-on-demand product arrives damaged or defective, please contact our customer support team immediately. We will review your case and, if necessary, provide a replacement or refund for the defective item. We want to ensure you are satisfied with your purchase!

Once an order has been placed, we begin the production process immediately to ensure fast shipping. As a result, we are unable to cancel orders once they are confirmed. Please make sure your design and product selections are correct before placing your order.