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My order is being returned to sender

The most common reasons a parcel may return to Weta are:

  • there have been x3 failed delivery attempts by the postal company
  • you have provided the wrong or an incomplete shipping address
  • you have failed to accept and pay any associated custom fees
  • you have failed to arrange collection or re-delivery with the postal company
  • the order invoice is missing from the parcel
  • you cancelled an order that had already left our warehouse

When your parcel is returned to sender, we will:

  • notify you by email
  • provide you reason for return
  • provide a process to re-send or cancel your order

Process - failed delivery/wrong details provided

  • We will notify you by email.
  • You'll have the option for parcel to be re-sent or cancelled.
  • If you would like us to resend your shipment, we will provide you with a PayMe link or money request (Paypal) to complete the shipping charge again. We will also ask you again for your correct shipping address.
  • If you prefer to cancel, we'll refund the price of your item excluding the original shipping cost and deduct the return shipping costs. We will also apply a $20 USD cancellation and handling fee.
  • You will have 5 business days to respond to the return-to-sender email. If no response is provided, the order will be cancelled and refunded with cancellation and handling fees applied.

Process - Failed to clear custom fees

Customers are liable to pay any customs fees associated with any international parcel.

  • We will notify you by email.
  • Your order will automatically be cancelled and refunded upon return.
  • We will refund the price of your item excluding the original shipping cost and deduct the return shipping costs. We will also apply a $20 USD cancellation and handling fee.

Process - Change of mind

In the case we're not able to stop the shipment and you still wish to cancel, you will also be asked to:

  • return the item at your cost
  • once the item arrives receive a refund less the original shipping cost and a $20 cancellation fee.

Process - Error is by Weta

  • We will notify you by email.
  • Our warehouse will have your order resent at our expense.
  • No further charges apply to you.

 

For more information, please email support@wetanz.co.nz

 

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