Shipping policy

Shipping Policy

Last updated: October 7, 2026

At Him & Her, we aim to make your shopping experience simple, reliable and transparent. Every order is carefully prepared and packed so your wellness patches arrive safely and in excellent condition.

Order Processing and Cut-Off Time

Our order cut-off time is 3:00pm New Zealand Time, Monday to Friday, excluding New Zealand public holidays.

  • Orders placed before 3:00pm will usually be processed and dispatched on the same business day.

  • Orders placed after 3:00pm will usually be processed on the next business day.

  • Orders placed on weekends or New Zealand public holidays will usually be processed on the next business day.

While we aim to dispatch eligible orders on the same business day, this cannot always be guaranteed. Processing may take longer during promotional periods, product launches, public holidays or periods of unusually high order volume.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information where available.

Estimated Delivery Times

Delivery times depend on the destination and shipping service selected at checkout.

Overnight New Zealand Shipping

Typically 1–2 business days after dispatch.

International Shipping

Typically 3–7 business days after dispatch.

Delivery times are estimates only and do not include order-processing time.

Courier delays, customs processing, weather conditions, public holidays, remote delivery locations and other circumstances outside our reasonable control may affect delivery times.

Shipping Costs

Shipping charges are calculated and displayed at checkout based on factors including:

  • Delivery destination

  • Selected shipping method

  • Order value

  • Available shipping promotions

Any free-shipping offer and its applicable conditions will be displayed on our website or at checkout.

Order Tracking

Where tracking is available, you will receive a tracking number by email after your order has been dispatched.

Tracking information may take up to 24–48 hours to become active after you receive your shipping confirmation.

International Orders

We may ship to selected international destinations.

International customers are responsible for checking whether the products they order comply with the laws and import requirements of their destination country.

International shipments may be subject to:

  • Customs duties

  • Import taxes

  • VAT or GST

  • Brokerage fees

  • Other local charges

Unless expressly stated at checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.

Customs authorities may delay, inspect or refuse an international shipment. These processes are outside our control.

Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout, including:

  • Full name

  • Street address

  • Apartment or unit number

  • City

  • Postal code

  • Country

  • Contact number

If you notice an error after placing your order, contact us immediately at hello@himher.co.nz.

We will try to update the address before the order is processed, but we cannot guarantee that changes will be possible after an order has entered fulfilment or been dispatched.

Order Changes and Cancellations

Because orders may be processed quickly, especially when placed before the 3:00pm cut-off, changes and cancellations are not always possible.

Contact us as soon as possible if you need to request a change. Once an order has been processed or dispatched, it cannot be changed or cancelled.

Subscription orders are also subject to the cancellation requirements set out in our Refund, Replacement & Subscription Policy.

Failed, Refused or Uncollected Deliveries

If an order is returned to us because of:

  • An incorrect or incomplete address

  • Failed delivery attempts

  • Failure to collect the parcel

  • Refusal of delivery

  • Unpaid customs duties or import charges

additional shipping costs may apply before the order can be sent again.

Original shipping charges are generally non-refundable where the courier service has already been provided, except where required by applicable consumer law.

Lost or Delayed Orders

If your tracking information has not updated for an unusual period or you believe your order may be lost, please contact us at hello@himher.co.nz.

We may ask you to:

  • Confirm your delivery address

  • Check with household members or neighbours

  • Contact the local courier

  • Allow the courier’s investigation process to be completed

We will work with the courier to investigate the shipment and provide an appropriate resolution where required.

Delivered but Not Received

If tracking shows that your parcel has been delivered but you cannot locate it, please:

  • Check around the delivery location

  • Ask household members

  • Check with neighbours

  • Contact the courier

If the parcel still cannot be located, contact us promptly so we can review the delivery with the courier.

Damaged, Incorrect or Defective Orders

Please inspect your order when it arrives.

If your order arrives damaged, you receive an incorrect product, or you believe a product is defective, contact us within 45 days of delivery at hello@himher.co.nz.

Please include:

  • Your order number

  • A brief description of the issue

  • Clear photos of the product and packaging

Please retain the product and all original packaging until we have reviewed your request.

Do not return an item before contacting us. If a return is required, our Customer Care team will provide the return address and instructions.

Multiple Shipments

In some circumstances, products from the same order may be sent separately. Where available, tracking information will be provided for each shipment.

Contact Us

For questions about shipping, tracking or delivery, contact:

hello@himher.co.nz