Shipping & Returns

How Your Order Arrives

All online orders are lovingly packed and dispatched in our beautiful white branded box, tied with a blue ribbon. 

Please note that unfortunately during any SALE period, your order will not include the tied blue Elusive ribbon

Terms & Conditions

This document sets out the terms & conditions of purchasing on elusivelingerie.com. If you do not understand the below terms & conditions, or if you have any questions, please contact us through info@elusivelingerie.com

Elusive Lingerie is 100% NZ Owned & Operated - All orders are shipped from our warehouse in Auckland, New Zealand.

Where We Deliver

We deliver to all addresses nationwide and internationally.
To ensure you receive your order we recommend providing a delivery address where you are present during regular business hours, such as an office or working from home physical address.

Items delivered while you are out

If you are not at home during time of delivery, NZ Couriers will leave a card for you to call to rearrange delivery. You will have the option of arranging another delivery to either the same address, a different address, or a nearby NZ Courier depot. From time to time there may be the option for us to give NZ Courier authority/instructions to leave your parcel at the front door or in your designated letterbox without the required signature.

New Zealand Delivery Schedule

We deliver on business days (Monday to Friday, excluding public holidays). Orders placed on weekends and public holidays will be dispatched the next business day.
Note: During special occasions (such as Christmas) please allow an additional 3-4 business days for your delivery to arrive.

Deliver to...	Estimated Delivery Times
National (Local)	5 - 10 business days
International (Worldwide)	10 - 15 business days

Delivery Options

Delivery costs will be calculated at checkout once the delivery option and destination has been selected/entered. We offer the below delivery options:

New Zealand

Delivery Option	Cut Off Time	Delivery Time	Delivery Cost
Standard Express Delivery by NZ Couriers	Orders placed Monday to Friday before 12pm midday will be dispatched the same day. Orders placed after 12pm Monday to Friday will be dispatched the next business day. Orders placed over the weekend will be dispatched on Monday.	3 - 5 business days in metro areas and 5 - 10 business days in regional areas	$10 or Free Shipping on orders over $200 NZ only

All orders are shipped with New Zealand Courier service. All deliveries to New Zealand will require a signature and if there is no one at the residence the order will be taken back to the depot or a third party courier whichever applies to your location for collection. From time to time, we may instruct NZ Couriers to leave your parcel at the front door or inside your designated letterbox without the required signature.

Australia & Worldwide

Elusive Lingerie ships to most international destinations. All international orders will be processed in New Zealand (NZD) dollars. The purchaser is responsible for any and all currency conversion fees.

Delivery Option	Cut Off Time	Delivery Time	Delivery Cost
Standard Express Delivery by NZ Couriers	Orders placed Monday to Friday before 12pm midday will be dispatched the same day. Orders placed after 12pm Monday to Friday will be dispatched the next business day. Orders placed over the weekend will be dispatched on Monday.	5 - 10 business days in metro areas and 10 - 15 business days in regional areas and/or most international destinations.	$30 Shipping Fee

All orders are shipped with New Zealand Courier delivery service. A signature is not required by the receiver of the goods for delivery within Australia unless otherwise stated. In the event that there is no one at residence to accept the delivery our couriers will either leave your order in a safe, secure location at your delivery address such as your designated letterbox or if the driver believes there is no safe and secure location the order will be taken to your closest Post Office to be collected by you at a later date. A delivery card with instructions will be left in your letterbox. If you do not wish for your order to be left unattended at your nominated residence, please select the “signature required” during checkout. Then, if you are not home to sign for your order, it will instead be taken to your closest Post Office for collection by you at a later date.

 

Order Tracking 

We deliver to all physical addresses nationwide and internationally. 
Once your order is packed and leaves our warehouse, you will receive an email with a shipping status update. If you click 'View your order' you will be directed to a web landing page with a tracking number. New Zealand and International order tracking system will be through 'NZ Couriers'. 

Customs Duties & Taxes

We deliver to all addresses nationwide and internationally. International orders may be subject to local customs charges. Any customs, import duties and associated fees are the responsibility of the recipient and are charged once the parcel reaches its country of destination. Customs policies vary from country to country.

If goods are above the threshold, customs entry is required and will come with a cost. We have no control over these charges and cannot predict what they may be. Elusive Lingerie cannot be held responsible for any additional charges on your order, nor can we accept a return of the order in this case. If you choose to refuse to pay these charges, your parcel may be abandoned, and Elusive Lingerie will not be held responsible for any loss of funds as a result of this occurrence. For more information about your country's custom policies, please contact your local customs office.

Multiple Deliveries

Multiple deliveries means you may receive more than one delivery, and these may arrive on different days. This can happen if you order a combination of in-stock and back-ordered products.
If this does happen:

1. We'll ship the in-stock products immediately so you’re not kept waiting, and any back-ordered products will be sent in an additional delivery as soon as they're available.
2. No matter how many deliveries you get, you only pay for delivery once during checkout. Any additional deliveries will be sent free of charge. For more information login to your account and track your order so you know exactly what you have to look forward to!

Important Information

• We are unable to change a shipping address once passed onto dispatch
• Elusive Lingerie is not responsible, nor in control of shipment/transit delays once the item is in the hands of the courier
• Customs clearance can also affect the transit time
• If a consignment is undeliverable at a destination due to refusal to pay import tax, incorrect address or otherwise, the consignment will be abandoned at destination
• In the event of a redirection due to situations aforementioned, any additional shipping fees will be charged to the receiver / purchaser

 

Returns and Exchanges

For any issues or concerns with our product, feel free to email us on info@elusivelingerie.com 

• Once received, we will inspect and process the products. Please allow up to 14 days for us to receive your product and action your return/exchange request
• We will gladly cover the cost of delivering your new product if you have requested an exchange
• We do not offer refunds for change of mind, so choose your product wisely
• If a consignment is undeliverable at a destination due to refusal to pay import tax, incorrect address or otherwise, the consignment will be abandoned at destination
• Please note, if an exchange is requested for a different item than the one returned, it will be sold at the online price displayed at the time of processing. If you wish to take advantage of a sale price, we strongly suggest sending the original item back for a refund and purchasing the new item online yourself.
• Any refunds required will be processed back via your original form of payment. Please note, original postage charges are non refundable.
• If an exchange item is out of stock, you will be notified via email and a refund via your original form of payment will be issued.
• We are unable to accept any returns on soiled, damaged or unclean garments for hygiene purposes. All knicker (bottoms), bodysuit and baby doll styles with matching knickers are not refunded or exchanged due to hygiene purposes.
• When making exchanges, all returning items must be intact, with tags attached for possible further resale.
• Preferably inside the original Elusive carton which it was sent to you in to ensure the product is protected during transit.
• All faulty items are assessed by Elusive Lingerie in Auckland NZ prior to an exchange being issued.
• We do not accept, exchange or refund items for general wear and tear or misuse.
• We strongly urge you to follow carefully, all washing and care instructions.
• Shipping charges will only be refunded if an item is deemed faulty and has been assessed.
• Items are sent back to Elusive Lingerie at the customers cost using a traceable shipping method.

Please note: 

* If you choose to send your items back to us, your original delivery fee is non refundable.