Shipping & Returns

Processing your order

Orders are typically prepared and dispatched within 1–3 business days.

To arrange delivery, we share the information needed to deliver your order (such as your name, delivery address, email address, and phone number) with our courier fulfilment partner and the courier service responsible for delivering your parcel.

You’ll receive a confirmation email once your order has been sent, along with tracking details.

Delivery timeframes

Delivery times vary depending on your location and courier service.

These timeframes are estimates, and may occasionally be affected by factors outside of our control, such as weather or courier delays. 

Tracking your order

Once your order has been dispatched, you’ll receive a tracking link so you can follow its progress.

For the quickest updates, we recommend checking your tracking details or contacting the courier directly.

If something doesn’t look right, you’re always welcome to get in touch - we’re happy to help where we can.  support@tatawaibotanicals.co.nz

 

Delays

While most orders arrive smoothly, delays can occasionally occur.

If your parcel is taking longer than expected:

  • check your tracking link for updates
  • contact the courier for the most up-to-date information

If you need support, we’re here to assist.


Returns & Support

We do not offer refunds for change-of-mind purchases.

We encourage reviewing product information carefully and introducing products gradually, particularly for reactive or sensitive skin.

If your skin does not tolerate a Tatawai product within 30 days of purchase, we offer a refund of the purchase price (excluding shipping) for first-time purchases. You can read more about our comfort promise here

Damaged or faulty items

If your order arrives damaged or you believe there is a quality issue, please contact us within 7 days of delivery.

Include:

  • a brief description
  • a photo of the item and packaging

We’ll arrange a replacement or refund where appropriate.


A note on delivery responsibility

Once an order has been delivered to the address provided at checkout, it is considered complete. If a parcel is marked as delivered but cannot be located, we recommend contacting the courier first.  If you need help, we’re here to assist with next steps. support@tatawaibotanicals.co.nz