Shipping Policy – HOME ELEMENTS

Effective Date: July 9, 2026

Welcome to Home Elements Limited. We are committed to delivering your orders quickly, safely, and efficiently. This Shipping Policy explains our shipping procedures, delivery timeframes, rates, and policies for our e-commerce website homeelementsnz.com.

By placing an order on our website, you agree to the terms outlined below.

1. Order Processing Time

All orders are processed and packed at our central warehouse located in Auckland, New Zealand.

Standard Processing: Most orders are dispatched within 1 to 2 business days (excluding weekends and public holidays) after receiving your order confirmation email.
Peak Seasons: During high-volume periods (such as Christmas, Black Friday, or major promotional sales), processing times may take up to 3 to 4 business days. We appreciate your patience during these busy times.
Order Modifications: If you need to change your shipping address or cancel an order, please contact us immediately at moonlit@homeelementsnz.com or call +(64) 9 5713151. Once an order has been dispatched, we cannot make any changes.

2. Domestic Shipping Rates & Delivery Estimates

We ship nationwide across New Zealand using trusted courier networks. Shipping fees are calculated at checkout based on the total weight, size of the items, and your delivery destination.

Delivery Timeframes

Auckland Metro: 1 to 2 business days.
North Island (Outside Auckland): 2 to 4 business days.
South Island: 3 to 5 business days.
Rural Deliveries (RD Addresses): Please allow an additional 2 to 3 business days for rural carrier handovers.

Shipping Costs

Standard Shipping: Flat rates and weight-based tiers will be clearly displayed in your shopping cart before you finalize your payment.
Free Shipping: We offer free standard shipping on domestic orders over a specific value (promotional thresholds apply and are displayed on our website homepage). Free shipping does not apply to oversized items or certain rural areas.

3. International Shipping

Currently, Home Elements Limited primarily serves customers within New Zealand. If you are located overseas and wish to purchase our products, please contact our customer service team directly at moonlit@homeelementsnz.com before placing an order.

We can provide custom shipping quotes and estimated delivery timelines for international destinations on a case-by-case basis. Please note that international buyers are solely responsible for any import duties, taxes, customs clearances, or local brokerage fees levied by the destination country.

4. Delivery Methods & PO Boxes

Signature Requirements: To guarantee safe delivery, our couriers operate on a “Signature Required” basis for high-value items. If you are not home to sign for the package, the courier will leave a “Card to Call” so you can arrange redelivery or collection.
Authority to Leave (ATL): If you give permission for the courier to leave the package without a signature (e.g., at your front door), Home Elements Limited is not responsible for any lost, stolen, or damaged items after delivery.
PO Boxes: We cannot deliver oversized items or heavy furniture to PO Boxes or Private Bags. Please provide a valid physical residential or business address at checkout.

5. Tracking Your Order

Once your package leaves our warehouse, we will send you a shipment confirmation email containing a unique tracking number and a link to the courier’s tracking portal. You can monitor the real-time status and progress of your shipment through this link. Please allow up to 24 hours for the tracking information to update on the system.

6. Delayed, Lost, or Missing Packages

While we do our best to ensure on-time delivery, delays can occasionally happen due to extreme weather, transport disruptions, or courier issues.

Missing Status: If your tracking link shows your package as “delivered” but you have not received it, please check around your property and ask neighbors before contacting us.
Investigation: If your package is significantly delayed or missing, contact us at moonlit@homeelementsnz.com. We will launch an official inquiry with the courier company. Courier investigations can take up to 5 business days to resolve.

7. Damaged Shipments

We package all products securely to prevent damage during transit. However, if your order arrives broken, dented, or damaged, please report it to us within 48 hours of delivery.

Take clear photos of the damaged item and the external packaging box.
Email the photos along with your order number to moonlit@homeelementsnz.com.
Keep all packaging materials, as the courier service may need to inspect them to verify the insurance claim.

8. Incorrect Addresses & Failed Deliveries

Customers are responsible for providing the correct and complete shipping address at checkout.

If a package is returned to our warehouse because of an incorrect address, an incomplete address, or a failure to collect the package from the courier depot, the customer will be responsible for paying the additional shipping costs to resend the package.
Original shipping fees are non-refundable for failed deliveries caused by customer error.

9. Contact Information

For any questions regarding shipping zones, tracking, or delivery issues, please reach out to our team:

Home Elements Limited
Physical Address: 14 Botha Road, Penrose, Auckland 1061, New Zealand
Email: moonlit@homeelementsnz.com
Phone: +(64) 9 5713151