Processing time

Orders are usually packed and dispatched within 1–2 business days. During busy periods — including Black Friday, Christmas and product launches — please allow up to 5–7 business days for dispatch. Where we know of a delay, we'll flag it on our website and at checkout.

You'll receive a tracking link once your order leaves us.

Tracking

You'll get a tracking number by email at dispatch. Please allow up to 48 hours for tracking to begin updating after you receive it.

Dangerous goods

Our fragrances and body mists contain alcohol and are classified as dangerous goods. They travel by road freight only and cannot be sent by air. This means delivery to remote areas, offshore islands and some rural routes may take longer, and we can't ship to PO Boxes or Private Bags on some services. If we can't service your location, we'll contact you and refund your order.

Delivery addresses

We send your order to the delivery address you enter at checkout, so please double-check it before you place your order.

If a parcel is delivered to an incorrect address because of the details you supplied, we can't be held responsible for it and we're not able to recover or replace it free of charge. This is different from a courier delivering to the wrong address — if that happens, contact us and we'll investigate it with the courier.

If a parcel is returned to us because the address was wrong or incomplete, or wasn't collected from a depot in time, we'll re-send it once the return and re-delivery costs have been paid.

Signature and safe drop

Where you authorise a safe drop or authority to leave, the courier may leave the parcel in a suitable location at the delivery address. You can ask for a signature on delivery instead.

If tracking shows your parcel as delivered but you cannot locate it, please contact us and we'll investigate the delivery with the courier.

Late, lost or damaged parcels

Email contact@jakobcarter.com with your order number. If a parcel hasn't moved for 5 business days we'll open an investigation with the courier. If it's confirmed lost we'll replace it or refund you.

If your parcel arrives damaged, send us photos of the parcel and the contents before discarding the packaging — the courier needs these.

International orders

For orders outside New Zealand and Australia, email contact@jakobcarter.com. International customers are responsible for any customs duties, taxes and handling fees, charged on delivery.

Your consumer rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, the Australian Consumer Law, or any other law that cannot be excluded. We arrange delivery on your behalf, and if something goes wrong in transit we will work with the courier to resolve it.