This policy applies to orders supplied by The Theory LIMITED.
BUSINESS DETAILS
The Theory LIMITED
Email: hello@thetheory.co.nz
Website: www.thetheory.co.nz
NEW ZEALAND SHIPPING
We currently ship throughout New Zealand using tracked courier services.
Standard nationwide shipping: NZD $10
Rural delivery surcharge: NZD $6
Any different shipping charge or free-shipping offer will be displayed before checkout is completed.
ORDER PROCESSING
Orders are generally packed and dispatched Monday to Friday, excluding New Zealand public holidays.
Please allow up to five business days for processing, as the company is rurally based. During launches, promotions, holiday periods or unusually high order volumes, processing may take up to five business days. If a material delay is expected, we will provide an update where reasonably practicable.
A dispatch email with tracking information will be sent when tracking is available.
ESTIMATED DELIVERY TIMES
After dispatch, estimated delivery times are:
North Island: 2 to 8 business days
South Island: 2 to 8 business days
Rural addresses: allow an additional 1 to 3 business days
These are estimates, not guaranteed delivery dates. Weather, public holidays, courier disruption, peak periods and other events outside reasonable control may affect delivery.
DELIVERY ADDRESS
Customers must provide complete and accurate delivery information. Contact us promptly if you identify an error. We will try to amend the address before dispatch but cannot guarantee a change after processing has begun.
Where a parcel is returned because of an incorrect or incomplete address supplied by the customer, reasonable additional shipping charges may apply before it is resent. This does not apply where the error was ours.
TRACKING, DELAYS AND LOST PARCELS
If tracking shows a delay or a parcel has not arrived within a reasonable time, contact us with the order number. We will investigate with the courier and reasonably assist until the issue is resolved.
The use of a third-party courier does not remove any obligation The Theory LIMITED has under New Zealand consumer law. Where goods are lost, damaged, delivered incorrectly or fail to arrive within an agreed or reasonable time, available remedies will be assessed under the Consumer Guarantees Act 1993 and other applicable law.
DAMAGED PARCELS
If a parcel or product arrives damaged, retain the packaging where practicable and contact hello@thetheory.co.nz as soon as reasonably practicable. Photographs may assist our investigation but will not be required where unreasonable or impossible.
AUTHORITY TO LEAVE
Where you expressly authorise an unattended delivery, the courier may leave the parcel in accordance with those instructions. Risk generally passes when the parcel is delivered as authorised, subject to applicable consumer law and any failure by us or the courier to follow the instructions.
FAILED DELIVERY OR NON-COLLECTION
If a parcel is returned because delivery was refused, it was not collected, or the customer supplied outdated information, reasonable redelivery or return costs may apply. Any refund will be handled consistently with the Returns and Exchanges Policy and New Zealand law.
INTERNATIONAL SHIPPING
International shipping is not currently offered unless it is expressly available at checkout. Any future international service will be subject to destination-specific terms, customs, duties and import requirements disclosed before purchase.
CONSUMER RIGHTS
Nothing in this policy excludes, restricts or modifies rights or remedies under the Consumer Guarantees Act 1993, Fair Trading Act 1986 or other applicable New Zealand law.
CONTACT
The Theory LIMITED
Email: hello@thetheory.co.nz
