Shipping policy
Thank you for choosing Hayley Rose Clair. As a New Zealand-based online retailer specializing in a full range of fashion bags, we adhere to standardized order processing and strict packaging specifications. Our core mission is to ensure all bag products are properly packaged, safely shipped, and delivered to customers intact within the promised logistics cycle.
1. Order Processing Time
We conduct order verification, product inspection, professional packaging and logistics arrangement for all valid paid orders within 1 to 7 business days after order confirmation. Processing work is suspended on all New Zealand weekends and statutory public holidays, which will not be counted in regular processing cycles. During peak shopping seasons or periods of excessive order volume, order processing may be moderately delayed. We will send timely email alerts to all customers when obvious processing delays occur.
2. Shipping Rates and Delivery Estimates
Logistics shipping fees for all bag orders are calculated based on package weight, size, shipping destination and logistics type. The exact shipping cost will be fully displayed and confirmed on the checkout page prior to order payment, with no hidden charges.
All orders are delivered via standard shipping, with a uniform estimated delivery time of 15 business days.
The stipulated delivery period is only a preliminary estimated value. Actual delivery progress may be affected by various uncontrollable factors, including logistics carrier operational delays, cross-border customs clearance audits, severe weather conditions, regional logistics restrictions and official holidays.
3. Shipment Confirmation and Order Tracking
After your bag order is picked up and officially dispatched by our cooperative logistics carrier, you will receive an automatic shipment confirmation email from our system, which contains your exclusive order tracking number and official tracking query entrance.
Logistics tracking data requires a certain system synchronization cycle. In most cases, real-time shipment tracking information will be updated and available for customer inquiry within 24 to 72 hours after shipment. If the tracking status fails to be updated beyond the time limit, you can contact our customer service team for manual inquiry and follow-up processing.
4. Incorrect Address Disclaimer
Customers are solely responsible for filling in accurate, complete and valid recipient information including detailed shipping address, postal code and active contact number during order placement. Please verify all information carefully before submitting your order to avoid logistics abnormalities.
Hayley Rose Clair assumes no responsibility for package misdelivery, delivery failure or loss caused by wrong, incomplete or invalid recipient information provided by customers. If packages are returned to our warehouse due to address errors, customers shall bear all additional reshipping and logistics fees for secondary delivery.
5. Lost or Damaged Packages
If your bag package is confirmed lost during transit, please submit a formal loss inquiry and claim application to our customer support team within 3 calendar days from the expected delivery date. We will cooperate with the logistics provider to conduct a comprehensive track investigation and actively assist customers in completing loss compensation procedures.
Bags may suffer extrusion, scratch, surface wear or structural damage during long-distance cross-border transportation. If you receive damaged or defective products, please collect clear photos and videos of the damaged items and complete original packaging within 24 hours after receiving the goods. Submit the evidence to our official email, and our team will complete the verification assessment and give a reasonable solution as soon as possible.
6. Apparel Care and Usage Notice
Every bag product in our store is equipped with targeted care guidelines according to different materials such as leather, canvas, nylon and fabric. Customers need to follow the official care specifications for daily use, cleaning and storage of the products. We will not undertake any liability for product deformation, fading, damage or functional failure caused by unauthorized cleaning methods, private modification, improper storage environment and human misuse.
7. International Shipping and Customs Notice
We provide global cross-border shipping services for all bag products. For all international orders, the destination country or region may levy import tariffs, customs clearance fees, value-added taxes and other miscellaneous fees in accordance with local trade policies.
All customs-related charges are borne entirely by the recipient, and these fees are not included in the product price and shipping expenses paid at checkout. Any package detention, clearance failure or return caused by non-compliance with local customs regulations shall be the sole responsibility of the customer.
8. Contact Information
If you have any questions, suggestions or disputes regarding our shipping policy, order logistics status and delivery after-sales issues, please contact our official customer service team through the channels below:
Trade Name: Hayley Rose Clair
Phone Number: (020) 6920-664
Email: info@joywave.shop
Physical Address: 162 King Edward Street, South Dunedin, Otago, Dunedin 9012, New Zealand