SHIPPING, RETURNS & EXCHANGES

Shipping From Our Rural New Zealand Studio

Welcome to The Herd! ☕

Every Coffee & Moo order is carefully prepared from our rural New Zealand studio (with a coffee never too far away!).

Some of our products are hand-pressed and packed by us right here in New Zealand, while others are carefully sourced from trusted suppliers who meet our quality standards.

Whether you've ordered a mug, apparel or another Coffee & Moo favourite, every parcel is packed with care before making its way from our herd to your home.

🌍 Ordering from overseas?

You don't need to live in New Zealand to order from Coffee & Moo.

Simply enter your recipient's New Zealand delivery address at checkout, and we'll take care of the rest.

ORDER PROCESSING

Most orders are carefully prepared and dispatched within 1–3 business days.

Many of our products are made to order, while others are stocked and ready to ship. This helps us offer a wider range of Coffee & Moo favourites without compromising on quality.

During busy periods, public holidays or promotional events, processing times may occasionally be a little longer. If that's the case, we'll always work hard to get your order on its way as soon as possible.

NEW ZEALAND & AUSTRALIA SHIPPING

Shipping is calculated at checkout based on the weight of your order.

New Zealand shipping starts from $9.95, with heavier orders charged at a higher rate.

Australian shipping starts from $21.00, with rates increasing for heavier orders.

All orders are carefully packed and sent using tracked delivery services.

International orders may occasionally experience customs or carrier delays outside our control.

LOCAL PICKUP

Do You Offer Local Pickup?

At this stage, Coffee & Moo is an online-only store, and local pickup isn’t available.

All orders are carefully packed and shipped throughout New Zealand and Australia using our trusted courier partners.

TRACKING YOUR ORDER

Every Coffee & Moo order includes tracking, so you can follow your parcel’s journey from our herd to your home.

Your tracking details will be emailed to you as soon as your order has been dispatched.

RETURNS & EXCHANGES

We genuinely want you to love your Coffee & Moo purchase.

As our range includes both made-to-order products and ready-to-ship items, our returns policy varies depending on what you've ordered.

Please see the relevant section below.

☕ CERAMIC MUGS

Our ceramic mugs are either professionally hand-pressed to order or carefully sourced from trusted suppliers, depending on the design you've chosen.

As many of our mugs are made specifically for your order, we can't accept returns or exchanges for:

• Change of mind
• Incorrect design selection

If your mug arrives damaged, faulty, or you've received the wrong item, please get in touch via our Get in Touch page or simply reply to your order confirmation email. We'll work with you to make it right as quickly as possible.

👕APPAREL

We understand that sometimes sizing isn't quite right.

If you need a different size, please contact us within 3 days of receiving your order.

To be eligible for a size exchange, your item must be:

• Unworn
• Unwashed
• In its original condition
• Returned with any original packaging (where applicable)

Customers are responsible for return postage costs.

Once we've received and inspected your return, we'll send out your replacement size.

Please note that apparel can't be exchanged for a different design or due to a change of mind.

💌 GREETING CARDS

Unused greeting cards may be returned within 14 days of delivery, provided they are:

Unused

In their original condition

Return postage for change-of-mind purchases is the responsibility of the customer.

If your greeting card arrives damaged or incorrect, we'll happily resolve the issue.

🎁 GIFTWARE

Our carefully curated giftware may be returned within 14 days of delivery, provided the item is:

• Unused

• In its original packaging

• In resaleable condition

Return postage for change-of-mind purchases is the responsibility of the customer.

Some products cannot be returned for hygiene reasons once opened or used.

This includes (but is not limited to):

• Body care products

• Cosmetics

• Personal care items

Candles may be returned provided they are unused and unlit.

DAMAGED, FAULTY OR INCORRECT ITEMS

If your order arrives damaged, faulty, or we've accidentally sent the wrong item, please contact us within 48 hours of delivery.

To help us resolve the issue as quickly as possible, please include:

• Your order number
• Photos of the item
• Photos of the packaging (where applicable)

Once we've received your information, we'll assess the issue and work with you to find the best solution.

Depending on the circumstances, this may include a repair, replacement, or refund in accordance with the New Zealand Consumer Guarantees Act.

If the fault is ours, we'll make it right—you won't be out of pocket.

NEED HELP?

If you're unsure about anything before or after placing your order, we'd love to help.

Simply get in touch via our Get In Touch page, and we'll get back to you as soon as we can.

Thank you for supporting our little husband-and-wife business. Every order genuinely means the world to us.

Welcome to the Herd.

Stay Feral ✌️💖
Doreen & Rob