Last Updated: 17/05/2026

At DONBERNAE, we want your experience with us to feel simple, clear, and trustworthy.

Please read the following Shipping & Returns Policy carefully before placing an order.

1. SHIPPING

Processing Times

Orders are typically processed within [1–3] business days.

During launches, promotions, holidays, or high-demand periods, processing times may be extended.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.

Delivery Timeframes

Estimated delivery times may vary depending on your location and courier services.

Estimated delivery timeframes:

• New Zealand: [2–5] business days

• Australia: [5–10] business days

• International: [7–21] business days

Delivery estimates are not guaranteed.

Shipping Delays

DONBERNAE is not responsible for delays caused by:

• courier network disruptions;

• customs processing;

• weather conditions;

• public holidays;

• incorrect shipping information provided by customers;

• circumstances outside our reasonable control.

Incorrect Shipping Details

Customers are responsible for ensuring all shipping information is accurate at checkout.

If an incorrect address is supplied, DONBERNAE cannot guarantee recovery or replacement of the order.

Additional shipping fees may apply if parcels are returned or redirected.

Lost or Stolen Parcels

Once tracking confirms delivery to the address provided at checkout, DONBERNAE is not responsible for lost or stolen parcels.

If you believe your parcel has been lost in transit, please contact us and we will assist in lodging an enquiry with the courier provider where possible.

2. CUSTOMS & INTERNATIONAL ORDERS

International customers are responsible for any customs duties, taxes, import fees, or charges required by their country.

DONBERNAE is not responsible for delays caused by customs clearance processes.

3. RETURNS & EXCHANGES

We understand that sometimes a product may not be the right fit.

In addition to your rights under New Zealand consumer law, DONBERNAE offers a change-of-mind returns policy subject to the conditions below.

Change-of-Mind Returns

Eligible items may be returned within [14] days of delivery if they are:

• unworn;

• unused;

• unwashed;

• in original condition;

• with original tags attached;

• returned in original packaging where possible.

Returns that do not meet these conditions may be refused.

Non-Returnable Items

For hygiene and product integrity reasons, the following items may not be eligible for return unless faulty:

• earrings;

• swimwear;

• underwear;

• final sale items;

Return Shipping Costs

For change-of-mind returns:

• customers are responsible for return shipping costs;

• original shipping costs are non-refundable.

We recommend using tracked shipping for all returns, as DONBERNAE is not responsible for items lost during return transit.

4. FAULTY OR DAMAGED ITEMS

If your item arrives faulty, damaged, or significantly different from its description, please contact us as soon as possible at:

enquiries@donbernae.co.nz

Where applicable under the New Zealand Consumer Guarantees Act 1993, customers may be entitled to:

• repair;

• replacement;

• refund.

Please include:

• your order number;

• photographs of the issue;

• a brief description of the fault.

5. REFUND PROCESSING

Once a return has been received and approved, refunds will be processed back to the original payment method.

Please allow [3–10] business days for refunds to appear depending on your payment provider.

DONBERNAE reserves the right to refuse refunds where return conditions are not met.

6. CONTACT

For shipping or returns enquiries, please contact:

DONBERNAE
enquiries@donbernae.co.nz