We are still shipping through Level 4! However please allow a few days for delays at this time.

SHIPPING + RETURNS

COVID-19 SPECIAL UPDATE:

With the recent lockdown rules due to COVID-19 we are still able to ship locally and internationally however please allow up to an additional 3-5 working days for your shipment as the demand has increased hugely along with the delays our carriers are experiencing through this time. We will do our best to get your orders out as fast as we possibly can.

If you have further questions relating to this please contact support - hello@arbyandopal.com

 

 

 

NEW ZEALAND:

A $6 flat rate will be applied at check out on all other orders within New Zealand.

 

AUSTRALIA:

A $20 flat rate will be applied at check out on all orders to Australian addresses.

 

Estimated delivery times are as follows (Please note that these are just estimated times and they could vary depending on the whereabouts of the delivery address):

  • Allow up to 3 working days within NZ

  • For rural deliveries please allow up to 5 working days

  • Allow up to 10 working days for shipping to Australian addresses

 

NOTE:

  • Delivery times may vary due to the NZ Post Delivery Network.A&O are not responsible for any delays or customs charges that may relate to your online purchases.
  • A&O do not process shipping Saturday through Sunday (working days only included with estimated shipping times).
  • Delivery times may increase during promotional periods.
  • Please allow 24hours for the warehouse to process your order if it was placed on a Weekend or Public Holiday
  • Express orders placed before 2:00pm NZST in Metro areas should be received the next business day. This service takes 2-3 business days to most other areas.
  • Once your order has been scanned you will receive a shipping email and you will be able to begin tracking your shipping.
  • Orders will be delivered between 7am and 9pm and will require a signature on delivery. If you’re not home when the delivery is attempted, the driver will leave a card in your mailbox including information on how to collect your parcel at your nearest NZ Post outlet.
  •  Once your parcel has been delivered to the shipping address, ARBY&OPAL takes no responsibility for any damage, loss or theft that may occur.

 

FAQs

 

Q: How do I return my order?

  • Make sure your item is in returnable condition (not worn, undamaged, original tags must be attached) and you must process the return within 7 days of purchase

  • Send us a detailed email outlining the reasoning for your wish to return the product to hello@arbyandopal.com

  • You will be required to organise the product to be sent back to ARBY&OPAL (we will give you shipping details via email) and we recommend using tracked shipping incase of losing the product in the mail. Please also have your order number on the returned package so we can easily identify it.

  • Exchanges will be allowed but due to high demand we can't always guarantee that you desired size will be available at the time of exchange. Once we process your return we will refund and you will then be able to go back online to purchase the correct size.
  • We will then be in touch within 2-3 working days regarding your return. Please allow up to 14 working days to complete the process of your return

 

NOTE: ARBY&OPAL will not be responsible for the costs of returning any products for refunds/exchanges. We highly recommend the use of tracking when returning items incase of missing mail.

 

RETURN TYPES ARE AS FOLLOWS:

  • Full Priced Items: Are eligible for a full refund, store credit or exchange.

  • Discounted Items: Are eligible for an exchange or store credit.

  • Discounted Items that are 50% or more will not be able to be returned.

 

Q: I have a faulty item, what do I do?

If you believe your item to be faulty, please send us an email on hello@arbyandopal.com with a detailed explanation and photos of the fault. We will try our best to remedy your issue as soon as possible.

 

Q: My shipping says my order has arrived, but it hasn’t. What do I do?

In instances like this, we suggest getting in contact with the courier service so they can get in touch with the courier who was in charge of your delivery. If they’re still unable to locate the item, send us a detailed email to hello@arbyandopal.com and we will assist to lodge an investigation with them to resolve this inconvenience for you as quickly as possible. Please note that investigations may not always be successful as we have no control over the parcel once the parcel leaves our warehouse facility.

 

Q: I ordered the wrong size/entered the wrong address! Can you please change it for me?

Oh no, We are unable to amend your order after it's been created. This is because as soon as an order is made, it's processed to get orders out as quickly as possible! Best to contact the courier directly in this case.

 

 

 

Got questions about shipping + returns?

Send us an email at hello@arbyandopal.com

We will be in touch as soon as possible!