Shipping and returns
Shipping
NZ Shipping
We offer flat rate shipping across New Zealand:
Urban delivery: $6 NZD flat rate
We also offer free shipping on all New Zealand orders over $50 NZD.
Please note that we do not ship to PO Boxes. A physical delivery address must be provided.
Orders are sent without signature required.
Once your order has been processed and dispatched, you will receive an email with your tracking details.
Please allow 1–3 working days for delivery within New Zealand. Delivery timeframes may vary during busy periods or for rural addresses.
International Shipping
We currently ship to the following international destinations:
Australia — $12 NZD flat rate shipping
Hong Kong & Singapore — $18 NZD flat rate shipping
USA, Canada, UK, Ireland & Europe — $20 NZD flat rate shipping
Please allow up to 21 working days for international deliveries to arrive. Delivery times may vary depending on customs processing and local courier networks.
For any shipping enquiries, please contact hello@ultrella.co.nz.
Returns Policy
We want you to love your Ultrella products. If for any reason you are not completely satisfied, we accept returns on eligible items within 14 days of purchase.
Return Eligibility
Due to hygiene and safety reasons, we do not accept returns or offer refunds for opened, used, or tested products, including change of mind purchases.
To be eligible for a return, items must be:
- Unused, unopened, and in their original condition, with seals and caps intact
- Returned within 14 days of purchase
- Accompanied by proof of purchase
Returns will only be accepted for unused products.
Non-Returnable Items
We are unable to accept returns for:
- Opened or used deodorant products
- Change of mind purchases after use
- Products not in their original condition
- Items purchased more than 14 days ago
Return Shipping
Customers are responsible for the cost of return shipping.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.
Please note that original shipping costs are non-refundable.
Refunds
Once your return has been received and inspected, we will notify you of the outcome.
Approved refunds will be processed back to your original payment method.
If your order qualified for free shipping, any original shipping costs incurred by Ultrella may be deducted from your refund.
Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us at hello@ultrella.co.nz as soon as possible so we can make it right.
Claims Period
To be eligible for review, all claims relating to damaged, faulty, incorrect, missing, or undelivered orders must be reported within 30 days of the order date. Unfortunately, we are unable to investigate or offer replacements, refunds, or store credit for claims made after this period.