Shipping policy

Thank you for choosing ROBYN MOFFITT. Our brand is based in Auckland, New Zealand, and our online store mainly supplies stylish handbags and daily carry bags. We follow standardized order processing workflows and use shockproof protective packaging for all bag products, aiming to deliver every parcel safely and keep delivery schedules on track.

We complete order verification, goods inspection and sealed packaging within 1 to 3 business days after payment is confirmed successfully. All order processing work will pause on New Zealand weekends and nationwide public holidays. During big promotion periods and order surges, order preparation may face minor delays. We will send email notifications to buyers promptly if obvious delivery postponements occur.

Shipping fees are calculated automatically based on package weight, overall dimensions and delivery destination, and the exact freight amount will be displayed on the checkout page before payment confirmation. We provide two shipping options for all bag orders: domestic standard shipping for New Zealand local addresses and international cross-border shipping for overseas buyers. For domestic New Zealand shipments, the estimated delivery time is 3–7 business days after dispatch. For international shipments, the standard delivery cycle is 15–22 business days, subject to actual logistics transit status. All stated delivery windows are for reference only. Actual arrival time may be affected by courier operational delays, customs inspection, extreme weather, regional traffic restrictions and official public holidays.

Once our warehouse hands over parcels to authorized official logistics partners, you will receive an automated shipment confirmation email including exclusive tracking number and tracking portal link. Due to cross-platform data sync latency, tracking information will be updated and available for query within 24 hours after parcel dispatch. If tracking data fails to load normally, customers can contact our support team to apply for manual parcel lookup.

Buyers must fill in accurate, complete and valid recipient address, postcode and contact phone number during checkout, and double-check all delivery information before submitting orders. ROBYN MOFFITT will not take any responsibility for misdelivery, delivery failure or parcel loss caused by inaccurate or incomplete buyer-provided information. If parcels are returned to our warehouse due to address errors, buyers shall bear all extra reshipping costs independently.

If your bag parcel is lost or untraceable during domestic or international transit, please submit a loss investigation application to our customer service team within 7 days after the scheduled delivery date. Long-distance transportation may lead to extrusion deformation or outer package rupture of bag products. If you receive damaged goods, please keep the original outer packaging intact and take clear evidence photos within 24 hours after receiving the parcel. Our support team will conduct full verification and offer targeted solutions as soon as possible.

Every handbag is attached with independent fabric care instructions, covering leather, polyester, canvas and other mainstream bag materials. Customers shall use, clean and store products following official care prompts. We will not accept after-sales requests for product deformation, abrasion, discoloration and damage caused by improper maintenance, unauthorized modification or rough daily use.

We support nationwide domestic delivery across New Zealand and global cross-border shipping for all bag items. For international overseas shipments, destination countries may impose import tariffs, customs clearance service fees and other statutory official charges. All customs-related costs shall be borne by the parcel recipient, and such charges are not included in product prices and settled shipping fees. We take no liability for parcel detention, customs rejection and corresponding losses arising from buyers’ failure to comply with local import declaration rules. For domestic New Zealand parcels valued over NZD 1000, relevant GST and customs levy rules issued by New Zealand Customs will apply, and related taxes shall be undertaken by buyers.

If you have any inquiries about shipping rules, logistics progress or delivery after-sales issues, please reach us through the official channels listed below: Trade name: ARLO THOMPSON Phone number: +64 22 684 2915 Email: info@arlocir.shop Physical warehouse address: ARLO THOMPSON, 46 High Street, New Plymouth Central, TKI, New Plymouth 4310, New Zealand