Shipping and Refund Policy

Shipping Information
Estimated Delivery Times:

  • NZ Urban: 1-3 business days
  • NZ Rural: 1-5 business days
  • International: 3-20 business days (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 apologize 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 haven’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 at info@iscamelie.com. Social media return requests will not be processed.

Refund Process:

  • We’ll refund the original price of the razor, minus shipping and transaction costs (even if shipping was free).
  • For international orders, the full shipping price will be deducted for returns.
  • Return shipping to Auckland, New Zealand, is the customer’s responsibility.

Product Conditions for Returns:

  • Products must be in acceptable condition; broken razors will not be accepted.
  • “Perfectly imperfect” 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, 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 you’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 won’t be refunded.

Delivery Issues:

  • If your order is marked as delivered but you haven’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 customer’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 Camelie’s control.

Change of Mind:

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

Customs Fees:

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

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.