Shipping and returns
With exception of our incontinence pants, pullups and any custom fitted orders, our stock is ready to be shipped 1- 2 working days after your order payment is cleared.
Pullups, incontinence briefs and custom fitted orders may take up to 6 working days until they are ready for shipping. If you require these items urgently please contact us prior to ordering. We will notify you with tracking number when your parcel is ready to be posted. Please don't hesitate to contact us if you have a query about your order.
SHIPPING RATES - Australasia
New Zealand $6.50 urban courier , $12 rural courier
Parcels to Australia ( using 'semi tracked' post) : $19 for small parcels
$28 for medium parcels
Contact us if you would like a courier Quote to Australia.
Shipping details : NZ Customers
We use Courier Post or Pass the Parcel for all orders in NZ. This usually takes 1- 2 days for urban delivery and up to 4 days for rural delivery orders. Occasionally there are delays in their systems which are out of our control. Please give us instructions as to where you would like the parcel to be left safely. If you require a signature option courier delivery please let us know prior to paying for your order. If you parcel does not arrive in the above time frame please let us know and we will start the process of locating it. In the event of a missing parcel, insurance can be claimed if a claim is lodged within 14 days of our posting it. It is the customers responsibility to let us know the parcel has not arrived within 10 days of posting, so that we can action this claim.
Shipping details : Australian Customers
We now use NZ post international semi tracked service for all parcels to Australia. Parcels may take from between 3 to 14 days to arrive. If you would like fully tracked or courier service, please contact us for a quote.
Please contact us PRIOR TO ORDERING if you have a parcel weight greater than 3kg and we will quote.
In the rare case of a parcel that does not arrive within 2 weeks, get in touch and we can help.
Other Countries
We are very happy to provide a quote to anywhere worldwide. Please contact us using the contact button prior to purchase.
Tax and Duty payable by customer : In some countries, tax and duties will be charged before your parcel can be delivered.
Ireland - VAT is 0% on incontinence products. Import info says there may be a small customs duty payable, however our customers have not been charged this fee to date. Postage cost is currently around GBP 30 for a small parcel.
USA - Product orders under US$800 do not pay duty or tax on arrival. Postage cost is currently approximately US$50 for a small parcel.
UK - VAT of 5% is due on incontinence products. There is no customs duty on orders valued at less than GBP135
India - There may be 40% ( of the order value) in tax and duties , payable in india before your parcel can be delivered.
Returns
When receiving your product please try pants on for size BEFORE washing them or removing any tags. If there are any sizing problems get in touch straight away as we can often exchange for you ( not available except to New Zealand and Australian customers). This may not be the case with custom fitted items but these are on a 'by discussion' basis. Sometimes we can advise on an easy size adjustment that you can do at home. Return postage costs are paid by the customer unless otherwise advised.
If you decide to return an item instead of exchanging it, we gladly accept returns within 30 days of purchase. Please note, this may not apply to custom-made or custom-fitted items. However, we are happy to confirm whether a refund is possible for your specific item, so feel free to reach out to us for clarification.
A restocking fee of 15% of the item's purchase price will be deducted from your refund to cover processing costs, including Shopify fees. The item must be returned in its original, unused condition with all tags still attached. Please be aware that shipping costs are non-refundable, and customers are responsible for return shipping fees.
To start the return process, please contact us directly.
Defective goods:
Washed or worn products are non returnable unless there is a defect in the product. Please get in touch as soon as you find this and send photos and description. We will be in touch promptly.
