General

This Shipping Policy provides information of how Arlette Group Limited will fulfil orders within New Zealand and international countries.

All orders placed on this website are fulfilled after payment is received. Arlette Group Limited will acknowledge to customers that orders are successfully placed. The stock will be sent mainly from New Zealand. There are partners based internationally who can also arrange orders to be sent to customers.

Arlette Group Limited is responsible for:

• Orders arriving safely and in good condition;
• Getting orders ready to be sent within a reasonable timeframe;
• Deliveries being within a reasonable timeframe;
• Following up with delivery partners to know more information on the status of orders;
• Providing remedies if items are lost or damaged in transit.

Shipping Methods

There are a variety of delivery options available within New Zealand and internationally. Our delivery carrier partners are NZ Post, Australia Post, FEDEX and DHL.  In New Zealand, standard, express (including next day) deliveries are available. Internationally, there is also standard, priority and express options that can be selected. The shipping charges will be in the Checkout page on this website. Please add the necessary delivery instructions such as Authority to Leave (ATL) or signature required.

New Zealand Shipping Rates

All shipping charges are in New Zealand dollars

Auckland Metro	$8.00
Rural	$11.00
Rest of New Zealand	$10.00

International Shipping Rates

All Shipping charges are in New Zealand dollars

Australia standard	$22.00 minimum
Australia Priority and Express	$40.00 minimum
Japan Standard	$25.00 minimum
Japan Priority and Express	$80.00 minimum

 

The above prices are subject to change. This is dependent on how much the delivery carrier partners increases their rates. Arlette Group Limited will review the shipping prices and update it on the website promptly.

Larger orders in bulk will be charged on volumetric weight based on the costing from the delivery carrier partners.

Order Processing Timeframe

All orders are processed within 1-2 working days from when placed. There are no cut-off times for orders to be prepared. Tracking information will be provided to customers. Orders received on the weekends will be reflected on the tracking information upon the start of the new week. Please allow 12-24 hours after the order to dispatch for the tracking information to be visible.

Delivery Timeframe

The delivery timeframe is dependent on the shipping option selected and the workload of our delivery partners. Delivery partners are understandably busy especially during peak times of the year. This includes during festive times and special events in the year where the timeframe for deliveries to arrive can be longer.  Arlette Group Limited will provide an estimated timeframe of delivery for all orders. Orders within New Zealand would be delivered between 1-3 working days which is a standard timeframe. Orders internationally can take between 2-3 weeks which is a standard timeframe. International orders are subject to customs clearance which also adds a longer timeframe for deliveries.

Out of Stock

Arlette Group Limited will communicate products out of stock on the website. We can also provide an estimated timeframe for when orders return in stock. New stock may take some time and is also dependent on when production is scheduled. This gives our trusted suppliers time to prepare and package the products whilst taking shipping timeframes into consideration. We endeavour to promptly update our stock information on the website. All bulk orders requests can be sent by email on support@arlettegroup.com

Amending Orders

Orders can be amended prior to shipping. The standard processing timeframe is between 1-2 business days. Please contact us by phone, email, and online feedback form. Once the orders are sent, Arlette Group Limited is unable to make any changes.

Shipping Locations

All orders can be sent within New Zealand and internationally. The Food and Beverage products that we offer on our website can only be sent to countries where the mandatory compliance and customs clearance can be achieved. The entire range of products on our website can be shipped in New Zealand. Some products can be shipped to Australia and Japan. Products that can be delivered to our customers will be displayed on our website. We have mentioned the countries where the delivery is possible on all product listings. They maybe limitations on sending products to certain countries beyond the control of Arlette Group Limited.

International Shipping

On rare occasions, customs agents may inspect or delay the delivery of consignments at their discretion. For some countries there may be an import duty or customs fee incurred upon entry. This is not in the control of Arlette Group Limited and will be dependent on your country. Duties and tariffs are to be paid by customers. Arlette Group Limited will not reimburse customers for duties and taxes applied to international orders. Please consult your regulatory bodies for the duties, taxes and handling fees that are applicable to your location.

Tracking

Orders will have tracking information which will be provided to customers. Tracking details will be sent by email. The parcel status notifications will update along its journey. For orders taking longer than expected to arrive, please check that the details you have provided are accurate and whether any correspondence is received from delivery representatives. Check any safe areas that your order may have been left around your property.

Order Issues

Arlette Group Limited will contact customers for any queries and follow up on orders promptly. Customers can also contact Arlette Group Limited for issues with orders. Phone, email and online feedback form is available to customers. Our email address is support@arlettegroup.com and phone is +6421850528. Social media messages can be sent on our channels. Further correspondence can then be sent by the above-mentioned contact information. Please raise queries with us promptly. We may seek further information such as photos for better understanding of the issue. Additional information also enables Arlette Group Limited to provide effective and timely solutions. This is applicable for customers based in New Zealand and overseas.  Please refer to the Refund Policy for further information.

Returns

Arlette Group Limited will assess all returns and refunds requests on a case-by-case basis. They maybe instances that returning the products is not possible. This is because food and beverages products may not be able to be returned properly. The shipping costs of returning products are to be paid by customers. All returns need to be paid by customers. Arlette Group Limited does not compensate shipping costs for products returned by customers. There will be no returns or refunds provided to customers who have changed their mind. Please refer to the Refund Policy for further information.

Delays

Arlette Group Limited will communicate with customers about any significant delays on orders. Communicating significant delays is done by emails and Social Media posts. Delays may also be present with Third Party Contractors which is beyond the control of Arlette Group Limited. An example would be delivery partners providing shipment updates. An approximate revised timeframe will be provided. If any further extension occurs, this will be communicated to customers. Our commitment is for our customers to enjoy our products and we aim to deliver products as soon as possible.

Click and Collect 

Click and collect is available in Auckland, New Zealand only. Customers in Auckland can pick up their orders at our address. Please contact us prior to collecting orders by phone or email. Click and Collect is available each day from 9:00 am – 9:00 pm. Shipping fees do not apply.

If you have any queries, contact us on support@arlettegroup.com +6421850528 and online feedback form.