Delivery & returns
Delivery
We ship worldwide – and we love knowing our pieces are finding their way into wardrobes and homes around the globe.
We're a small team doing everything with care, so please allow up to 5 business days from the time you place your order for it to be dispatched. During busy periods — such as a new launch or a sale — it might take a little longer, but we'll always keep you in the loop.
If your order is time-sensitive, just drop us a line at hello@colourstory.nz, and we'll do our best to make it happen.
All orders are sent via tracked, insured courier, so you can follow your parcel every step of the way and shop with confidence.
New Zealand
Flat-rate shipping with NZ Post Courier: $10 NZD on all orders, or for purchases over $299 its free. Allow 5-8 business days for delivery.
Australia
Flat-rate shipping with DHL Express: $32 NZD on all orders. Allow 7-14 business days for delivery.
Rest of the World
We have to get quotes depending on your country. Allow 14-21 business days for delivery — sometimes a little longer depending on your corner of the world.
Please note that the quoted delivery times are indicative only, and ColourStory cannot be held responsible for deliveries not made within this time frame. Please be aware that if you place an order on a weekend or public holiday, it will not be processed until the next business day. Please note that international orders may be subject to customs duties and taxes on arrival. These charges are set by your country's government and are beyond our control. These are not prepaid and are the buyer's responsibility. ColourStory cannot be responsible for any delays caused by customs clearance.
Returns
We hope every piece you receive becomes a long-loved favourite — chosen with care, made with care, and worth keeping for years.
But if something isn't quite right, here's how we can help.
Your options
– Exchange for a different size — free of charge
– Swap for another item and receive a store credit towards it
– Return for a store credit — valid for 12 months and redeemable on anything in the store
– Return for a refund — return postage is at your own cost
We accept unworn returns and exchanges within 14 days of delivery. Please email us at hello@colourstory.nz with your order number and which option you'd prefer, and we'll take it from there.
Please include a note with your name, order number and reason for return — it genuinely helps us do better.
Refunds and credits are processed within 10 working days of receiving your item back, once it has been checked.
International orders
We do accept returns from international customers — because we think good service shouldn't stop at the border.
Please be aware that return shipping times from overseas can be lengthy, and that return postage is at your own expense. We'd recommend using a tracked service so your parcel doesn't get lost on its way back to us. Once we receive your item, we'll process your store credit or refund within 10 working days.
Please note that international customers are responsible for any customs or tax duties charges incurred on returned parcels.
Faulty or incorrect items
If your order arrives faulty or isn't what you ordered, we'll always make it right — and we'll cover the return postage. Just get in touch within 7 days of receiving your order, and we'll sort it out.
Pre-orders & made-to-order
Because our pieces are made in small batches and often made-to-order, we're unable to accept change-of-mind returns on pre-order items. Please choose carefully — and if you're unsure about sizing or have any questions before you order, just ask. We're happy to help.
Returns are arranged by contacting us by email.