Shipping policy

Shipping Policy

Last Updated: 8 August 2026

At Milk & Moon, we take pride in creating thoughtful gift boxes that are carefully prepared and dispatched to arrive as close as reasonably possible to your requested delivery date.

We ship throughout New Zealand and to selected international destinations. We work with third-party courier and logistics providers to deliver your order safely and efficiently.

Please read this Shipping Policy carefully before placing your order. By placing an order with Milk & Moon, you acknowledge and agree to the shipping terms set out below, subject always to any rights you have under applicable consumer law.

Nothing in this Shipping Policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded, restricted or modified.

1. Processing & Dispatch

Orders are generally processed within 24–48 business hours, Monday to Friday, excluding New Zealand public holidays.

  • Orders placed after 4:00pm NZST will generally be processed on the next business day.

  • Our standard business hours are 8:30am–4:00pm, Monday to Friday.

  • We do not currently offer same-day or Saturday delivery.

  • For urgent orders, please contact hello@milkandmoon.co.nz before placing your order. We will advise whether an expedited delivery option may be available.

  • Orders may be dispatched earlier or later than expected where reasonably necessary to facilitate delivery or due to operational requirements.

Dispatch timeframes are separate from courier delivery timeframes.

A parcel is considered dispatched when it has been handed to, collected by, or otherwise accepted by our nominated courier or delivery provider.

2. New Zealand Shipping Rates

Free standard shipping applies to New Zealand orders over $185 NZD.

Destination Shipping Cost Estimated Delivery
Auckland — excluding Waiheke Island & rural addresses $8.00 2–4 business days
Auckland Rural & Waiheke Island $16.00 3–5 business days
North Island $13.99 2–4 business days
North Island Rural $19.00 3–5 business days
South Island $17.00 2–4 business days
South Island Rural $24.00 3–5 business days

Delivery estimates begin once your order has been dispatched.

These timeframes are estimates only and are not guaranteed.

Rural, remote, island and otherwise difficult-to-access locations may require additional delivery time. This includes, without limitation, Waiheke Island and the Chatham Islands.

Where a delivery date is important, we strongly recommend allowing additional time.

3. Requested Delivery Dates

Where available, customers may select a preferred delivery date during checkout.

Milk & Moon will generally aim to dispatch the order approximately two business days before the requested delivery date.

A requested delivery date is a delivery preference and not a guaranteed delivery date, unless Milk & Moon has expressly agreed otherwise in writing.

Delivery is performed by independent third-party courier providers. Once an order has been dispatched, delivery timing may be affected by circumstances outside Milk & Moon's control.

These circumstances may include:

  • Courier delays or network disruption

  • Severe weather

  • Road closures

  • Transport disruption

  • Unexpected courier demand

  • Public holidays

  • Rural or remote delivery conditions

  • Incorrect or incomplete delivery information

  • Customs or border processing

  • Other operational or logistical circumstances

Customers should allow sufficient time when ordering for birthdays, anniversaries, weddings, corporate events, Mother's Day, Christmas or other time-sensitive occasions.

Milk & Moon does not recommend placing an order with only one day of delivery contingency for a time-critical occasion.

Where delivery does not occur as expected, please contact us promptly so we can investigate and, where appropriate, work with the courier to resolve the issue.

4. Tracking

Once your order has been dispatched, tracking information will generally be sent to the email address provided at checkout.

Customers are responsible for:

  • Providing a valid email address and contact information.

  • Monitoring tracking information.

  • Following any delivery instructions provided by the courier.

  • Being available to receive the parcel where a signature or recipient acceptance is required.

If you have not received tracking information within a reasonable period after dispatch, please contact:

hello@milkandmoon.co.nz

5. Delivery Address & Customer Responsibilities

Customers are responsible for ensuring that all delivery information supplied at checkout is complete, accurate and current.

This includes:

  • Recipient's full name

  • Street address

  • Suburb and city

  • Postcode

  • Phone number

  • Email address

  • Apartment or unit number

  • Building name

  • Floor number

  • Hospital or ward details

  • Business name

  • Access codes

  • Delivery instructions

Milk & Moon is not responsible for delays, failed deliveries, additional courier charges or returned parcels caused by information that is incorrect, incomplete or insufficient to enable delivery.

Where additional charges are incurred because of incorrect or incomplete information supplied by the customer, the customer may be responsible for those reasonable additional costs.

6. PO Boxes & Delivery Restrictions

Milk & Moon does not currently deliver to PO Boxes.

Customers must provide a physical delivery address that can be accessed by the nominated courier.

We are an online-only business and do not currently offer customer collection or pickup.

Additional shipping charges or a custom shipping quote may apply to:

  • Corporate orders

  • Large orders

  • Bulk orders

  • Multiple-recipient orders

  • Special delivery requirements

  • Remote or difficult-to-access locations

Please contact hello@milkandmoon.co.nz before placing a large or complex order if you require a custom shipping arrangement.

7. Hospitals, Apartments, Businesses & Other Special Addresses

We can deliver to hospitals, apartments, retirement villages, businesses and similar locations, subject to the delivery provider's ability to access the premises.

Customers must provide all information reasonably necessary for delivery.

For hospital deliveries, please include:

  • Hospital name

  • Recipient's full name

  • Ward

  • Room number, where applicable

  • Any relevant delivery instructions

Please be aware that hospital couriers may deliver to reception or another designated delivery area rather than directly to the recipient.

For apartment and building deliveries, please provide:

  • Building name

  • Apartment or unit number

  • Floor number

  • Access codes

  • Reception details

  • Any other information reasonably required by the courier

Milk & Moon cannot guarantee that a courier will be able to access a restricted building, workplace, hospital or other controlled-access property.

8. Authority to Leave

Where the customer or recipient requests or authorises the courier to leave a parcel unattended, the customer or recipient acknowledges that the parcel may be left at the nominated location in accordance with the courier's delivery procedures.

This may include:

  • Front door

  • Reception

  • Safe place

  • Parcel locker

  • Letterbox area

  • Other nominated location

Once delivery has been completed in accordance with an authorised authority-to-leave instruction, Milk & Moon is not responsible for loss, theft, weather exposure, deterioration or unauthorised access occurring afterwards, except to the extent liability cannot lawfully be excluded.

Customers should only select an authority-to-leave option where they consider the nominated location reasonably secure and suitable for the goods being delivered.

9. Failed Delivery & Returned Parcels

A delivery may be unsuccessful where:

  • The address is incorrect or incomplete;

  • The recipient is unavailable where acceptance or a signature is required;

  • The recipient refuses delivery;

  • The parcel is not collected within the courier's required timeframe;

  • The courier cannot safely access the property;

  • Access instructions are insufficient;

  • Delivery is refused by a building, hospital, business or reception area; or

  • Other circumstances prevent the courier from completing delivery.

Where a parcel is returned to Milk & Moon due to circumstances attributable to the customer or recipient, additional reasonable shipping, redelivery or return-to-sender costs may apply.

Where the customer requests that a returned parcel be resent, any applicable additional shipping charges must be paid before the parcel is resent.

Where a customer requests a refund for a returned parcel, the refund will be assessed in accordance with our Refund Policy and applicable law.

Where products are perishable, personalised, prepared specifically for the customer, or otherwise cannot reasonably be resold, this may affect the remedies available where the delivery failure was caused by the customer or recipient.

10. Incorrect Addresses & Redelivery

If an order has been dispatched to an incorrect address supplied by the customer, Milk & Moon will make reasonable efforts to assist with correcting or redirecting the delivery.

However, any additional courier charges may be payable by the customer, including:

  • Address correction fees

  • Redirection fees

  • Redelivery fees

  • Return-to-sender charges

  • Storage charges

  • Additional freight costs

Milk & Moon is not responsible for delays resulting from incorrect or incomplete delivery information supplied by the customer.

11. Damaged Deliveries

Please inspect your delivery as soon as reasonably possible after receipt.

If your gift box or its contents arrive damaged, please contact us at hello@milkandmoon.co.nz as soon as possible, ideally within 48 hours of delivery.

To help us investigate and, where applicable, make a courier claim, please:

  1. Keep all original packaging.

  2. Take clear photographs of the outer packaging.

  3. Take photographs of the damaged products.

  4. Provide your order number.

  5. Describe the damage.

Failure to provide this information may make it more difficult for us to investigate a courier claim.

We will assess each case and work with the relevant courier provider where appropriate.

Nothing in this section limits any rights or remedies available to you under applicable consumer law.

12. Lost or Missing Orders

If your order has not arrived, please contact us as soon as possible and, where practicable, within 10 days of dispatch.

Please provide:

  • Order number

  • Recipient name

  • Delivery address

  • Tracking number, if available

Milk & Moon will investigate the matter with the relevant courier provider.

Where a parcel is confirmed as lost in transit, we will determine the appropriate resolution having regard to the circumstances, our courier arrangements and any rights available to the customer under applicable law.

13. Multiple Gift Boxes & Corporate Orders

Multiple gift boxes may be dispatched separately and may arrive at different times because individual gift boxes may have separate shipping labels and tracking numbers.

For corporate, bulk or multi-recipient orders, customers are responsible for providing accurate recipient information.

Milk & Moon is not responsible for additional costs or delivery issues arising from incorrect recipient information supplied by the customer.

For large or complex orders, we may require a custom shipping quote and may contact the customer before processing the order.

14. International Shipping

Milk & Moon currently ships internationally to:

  • Australia

  • United States

  • United Kingdom

International shipping costs are charged in NZD.

International delivery timeframes are estimates only and may be affected by customs processing, border requirements, local courier networks and circumstances outside our control.

International orders may be subject to taxes, duties, customs fees, import restrictions and other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, the recipient is responsible for applicable destination-country taxes, duties, customs charges and import fees.

15. Australia

Milk & Moon is a New Zealand business and is not currently registered for Australian GST.

GST is therefore not charged at checkout for Australian orders where applicable.

Australian orders may be subject to:

  • GST

  • Import duties

  • Customs clearance charges

  • Biosecurity charges

  • Other government-imposed fees

These charges are determined by Australian authorities and are the responsibility of the recipient.

Milk & Moon is not responsible for:

  • Import duties or taxes

  • Customs processing delays

  • Customs inspections

  • Biosecurity requirements

  • Refused deliveries resulting from unpaid charges

  • Delays caused by Australian customs or border authorities

Customers should check the applicable Australian import requirements before ordering.

16. United States & United Kingdom

Our current international shipping rates are:

Order Weight Shipping Cost Estimated Delivery
0–1 kg $35 NZD 7–14 business days
1–3 kg $60 NZD 7–14 business days
3 kg+ $85 NZD 7–14 business days

International delivery estimates are not guaranteed.

United Kingdom

Orders shipped to the United Kingdom may be subject to VAT, import duties, customs clearance fees and other applicable charges.

These charges are the responsibility of the recipient unless expressly stated otherwise at checkout.

United States

Orders shipped to the United States may be subject to customs duties, import fees, taxes or other charges depending on the applicable US import requirements at the time of shipment.

These charges are the responsibility of the recipient unless expressly stated otherwise at checkout.

Milk & Moon is not responsible for delays, additional charges, customs processing or refused deliveries resulting from unpaid import charges or destination-country requirements.

17. Customs & International Import Requirements

The customer or recipient is responsible for ensuring that the products ordered can legally be imported into the destination country.

International orders may be inspected, delayed, held or rejected by customs or border authorities.

Milk & Moon cannot guarantee that customs authorities will permit a particular product to enter a destination country.

If an international parcel is refused, abandoned, destroyed or returned because the recipient fails to meet applicable import requirements or pay required charges, additional shipping or other reasonable costs may apply.

Where a refund is requested, the refund will be assessed in accordance with our Refund Policy and applicable law.

18. Pre-Orders & Special Release Products

Some products may be offered on a pre-order basis.

Where a product is identified as a pre-order, the estimated dispatch date will be displayed on the relevant product page.

Pre-order products will generally be dispatched on or after the advertised dispatch date.

If an order contains both in-stock and pre-order products, Milk & Moon may hold the order and dispatch the products together unless otherwise agreed.

Customers should contact us before ordering if they require an in-stock product by a specific date.

19. Events Outside Our Reasonable Control

Milk & Moon is not responsible for delays caused by events or circumstances outside our reasonable control.

These may include:

  • Severe weather

  • Flooding

  • Earthquakes

  • Natural disasters

  • Road closures

  • Transport disruption

  • Courier network disruption

  • Industrial action

  • Supply chain disruption

  • Public health emergencies

  • Government restrictions

  • Customs or border delays

  • Third-party courier failures

  • Unexpected increases in courier demand

  • Other events that could not reasonably have been prevented or avoided

Where such an event occurs, we will take reasonable steps to assist and communicate with customers where appropriate.

Nothing in this section limits any rights that cannot lawfully be excluded.

20. Delivery of Perishable or Time-Sensitive Products

Where an order contains products that are perishable, temperature-sensitive, time-sensitive or otherwise susceptible to deterioration, customers should ensure that:

  • The delivery address is correct;

  • Someone is available to receive the order where required;

  • Any authority-to-leave instruction is suitable for the products;

  • The delivery address is accessible to the courier; and

  • The order is placed with sufficient time for the intended occasion.

Milk & Moon is not responsible for deterioration caused by circumstances attributable to the customer or recipient, including failure to receive or collect the parcel promptly, incorrect delivery information or an unsuitable authority-to-leave location, subject to applicable consumer law.

21. Shipping Charges

Shipping charges displayed at checkout are based on the delivery information, destination and applicable shipping method selected at the time of purchase.

Milk & Moon reserves the right to contact customers before dispatch where an order requires additional shipping costs that were not reasonably foreseeable at checkout, including certain remote locations, oversized orders, bulk orders or special delivery arrangements.

Where an additional charge is required, we will contact the customer before proceeding.

22. Consumer Rights

Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies available to customers under applicable New Zealand law.

For New Zealand consumers, this includes rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, where applicable.

The Consumer Guarantees Act includes statutory guarantees relating to delivery, acceptable quality and other aspects of goods supplied to consumers.

Milk & Moon does not intend for any provision of this Shipping Policy to remove or reduce a customer's statutory rights.

23. Changes to This Shipping Policy

Milk & Moon may update this Shipping Policy from time to time to reflect changes to our shipping arrangements, courier services, international destinations, shipping rates or applicable legal requirements.

The version published on our website at the time of your order will generally apply to that order, subject to any mandatory legal requirements.

24. Contact Us

If you have any questions about shipping, delivery, tracking or an international order, please contact us:

Milk & Moon
15 Hebron Road
Waiake, Auckland 0630
New Zealand

Email: hello@milkandmoon.co.nz