Refund policy

Shipping Information
Estimated Delivery Times:

  • NZ Urban:ย 1-3 business days
  • NZ Rural:ย 1-5 business days
  • International:ย 3-20 business daysย (Please note: Some countries may experience delays of up to an additional 10 days.)

Please Note:

  • Delivery times are estimates and may take longer in some cases. We apologise for any delays in advance.
  • Refunds will not be processed for delayed shipments until at least 60 days have passed from the delivery date. After 40 days, re-shipping may be considered.

Standard Processing Time:

  • Typically ships on the same or next business day. During peak periods, processing may extend up to 5 days.

Domestic Packages Claims

  • Please notify us within 21 days from the dispatch date if you havenโ€™t received your package. We may not be able to assist further after this period.

Address Details
To ensure smooth delivery, provide your complete address including:

  • Street name and number
  • Apartment number (if applicable)
  • Suburb, city, postal code, and country
    Failure to provide accurate address details may result in delivery issues, and Camelie will not be held liable.

CAMELIE RAZOR RETURNS POLICY

Return Eligibility:

  • Returns accepted within 30 days from the delivery date. After this period, we cannot process refunds or exchanges.
  • To initiate a return, contact us via email atย info@getcamelie.com. Social media return requests will not be processed.

Refund Process:

  • Weโ€™ll refund the original price of the razor, minus shipping (even if shipping was free), transaction costs, and ALL charges related to taxes, duties, and customs fees.
  • For international orders, the full shipping price will be deducted for returns.
  • Return shipping to Auckland, New Zealand, is the customerโ€™s responsibility.

Product Conditions for Returns:

  • Products must be in acceptable condition; broken razors will not be accepted.
  • โ€œPerfectly imperfectโ€ products are non-returnable.
  • Soaps, oils, gloves, dermaplaning razors, blades, and non-Camelie razor products are non-returnable.

Return of Unused Items:

  • We accept returns for unused and unopened items if you change your mind.
  • Refunds will be issued minus shipping, processing costs, taxes, duties, customs fees and a $20 fee.
  • Please contact us within 4 days of receiving your order to start the return process. The full shipping fee will be deducted, even if shipping was free.

Non-returnable Products:

  • Serum or oil bottles are non-returnable under any circumstances, whether opened or unopened.

Change of Address:

  • If youโ€™ve provided an incorrect address, please email us immediately. We cannot guarantee address changes, and requests via Instagram will not be processed.

Order Cancellation:

  • Once an order is paid for, cancellation is generally not possible. In rare cases, cancellations may be allowed, but shipping and payment processing fees wonโ€™t be refunded.

Delivery Issues:

  • If your order is marked as delivered but you havenโ€™t received it, please contact NZ POST with your tracking number.
  • We use "Authority to Leave" for deliveries, so ensure you are providing a secure location as your address. Camelie is not responsible for theft once marked as delivered.

Lost Orders:

  • If your order is lost, contact us within 81 days for an investigation and potential refund. After this period, refunds or exchanges cannot be processed.

Damaged Parcels:

  • For damaged items, contact the courier company within 24 hours of delivery. Keep the packaging and provide photographic evidence for a claim.

Returned to Sender or Attempted Delivery:

  • If a parcel is returned, no refunds will be issued. Reshipment may be possible at the customerโ€™s expense.
  • Returned packages are held for 31 days. After that, a new order will be required for item retrieval.

Responsibility for Follow-Up:

  • Customers are responsible for tracking their orders and arranging delivery or pickup if delivery attempts fail.

Incomplete or Incorrect Address:

  • Customers must ensure the address is accurate. Incomplete or incorrect addresses will void eligibility for a refund.

Penalty Fees:

  • A penalty fee of $18 will be charged if a returned package is not dispatched in time, or if the returned items are opened, used, or misrepresented. These fees apply when the issue is beyond Camelieโ€™s control.

Change of Mind:

  • Orders cannot be cancelled after placement due to immediate processing. Please review your order before confirming.

Customs Fees:

  • Any customs fees or taxes applied post-shipping are the customerโ€™s responsibility. Camelie is not responsible for customs rejections or unpaid fees.

If a package is refused at customs or not claimed, itย does not qualify as a return.

Holding Times:

  • If a package is returned to us, it will be held for up to 31 days. After that, a new order must be placed for reshipment.