Shipping policy

Returns & Exchange Policy

We’re dedicated to making your Terra experience a great one. If you’re not happy with your purchase, the following reasonable conditions apply to our Returns Policy.

For order errors, please email us within 4 days of receiving your order. Provide order details and any relevant pictures.
For change of mind returns (with the exception of final sale items, promotional items, gift cards and Trial Packs), please email us within 24 hours of the delivery date with your order number, reason for return and how many unopened, as received, new packs you would like to return. The customer is responsible for return shipping costs.
Items marked as Final Sale and promotional items (e.g. free gifts with purchase, buy one get one free items) cannot be returned or refunded.
Trial Packs cannot be returned or refunded. Gift cards cannot be returned or refunded (unless required by law)
We only accept returns for eligible products purchased on TERRA online stores. We have great relationships with our retailer partners and if you would like to return a product purchased from one of our retailers, please contact them directly for assistance and information regarding their return policy.
Our returns policy does not cover leaking due to incorrect sizing purchase. We’re happy to work with you on your fit, please contact customer service.
Original shipping and handling fees and charges are not eligible for refund

What is your exchange policy?

If you’ve ordered the wrong size in error, we will happily exchange provided the following condition are met:

Please notify within 1 days of receipt of product
Kindly understand that we require the customer to cover the cost of return shipping's.
Due to the nature of our products we are unable to accept exchange due to packs of nappies your baby has outgrown.
Items must be returned in the same condition as you received them. This means the item must be in the original undamaged packaging.

We offer a 100% Satisfaction Guarantee and are committed to resolving any issues you may have until you are fully satisfied.

For any questions about sizing or performance, please email us at support@terra.co.nz

Change of Mind After Order

We require a 24-hour notice period (during business days) for any changes to your order.
Unfortunately, once your order has been processed, we are unable to make changes or offer a refund.

Incorrect Size Delivered - Our Error

If we deliver the incorrect size, please contact us immediately.
We will rectify this by dispatching the correct size to you at no additional cost.

Incorrect Size Delivered - Your Error

We require a 24-hour notice period (during business days) for any changes to your order.
Unfortunately, once your order has been processed and delivered, we are unable to offer a refund or replacement. If you want to exchange the size then you have to bare the shipping cost.

If you subscribe - Your Error

If you mistakenly subscribed to our products and have received them, you have to bare the shipping cost. Only product price will be refunded.

Eligibility for Returns

Items can be returned within 5 working days of receipt for a full refund or exchange.

Condition of Returned Items

Returned items must be unused, in their original packaging, and include all tags and labels.

Proof of Purchase

A receipt or proof of purchase is required for all returns and exchanges.

Proof of Condition

To initiate a return, you must provide a video showing the item’s condition and detailing the reason for the return. This helps us verify the issue and process your return more efficiently.

What if I receive a faulty item?

If you have a concern about your product or think it might have a defect, is damaged or has missing parts, please contact support@terra.co.nz with pictures and videos of the item showing the fault or damaged part and we will evaluate your feedback.

How long does it take for the whole return and exchange process to be completed?

We usually collect items within 24-48 hours from the date of your feedback. The delivery of replacement usually takes 2-3 working days from when we have received and evaluated the product

Our friendly customer service team are always on hand if you have any questions or concerns: support@terra.co.nz

1. Can I shop as a guest rather than signing up for a TERRA account?

Yes, when you’ve finished shopping, simply continue to the checkout and complete your transaction as a guest although if you do decide to create an store account, your details will be saved for faster future transactions.

2. What if my billing address is separate from my delivery address?

No problem. You’ll be prompted to enter separate details for delivery and billing addresses at checkout. If the addresses are the same you can specify that too and avoid entering your details twice.

3. Can you deliver to PO Boxes, or overseas?

Our apologies, we can’t deliver to PO Boxes. We must have a physical address within New Zealand.

4. How much does delivery cost?

Postage and packing rates depend upon location and are a flat rate charge:

Auckland $5.50
Rest of North Island $10
South Island $20
Free Shipping for orders $80 and above

Note: We do not deliver to Chatham islands

5. What sort of packing materials do you use?

We take care when packing orders to ensure your goods arrive intact and unspoiled, while also making a minimum impact on the environment. We wrap items in paper that is often re-used and can be recycled.

6. When will my order ship?

Goods which are in stock or available through our New Zealand distributors will be delivered within 2 to 4 working days from the date of your order. Please allow extra time for delivery during sale periods.

Note: we do not ship on public holidays. Orders placed during a public holiday will be organised and sent out in the following work days.

7. How can I track my order?

As soon as your order ships, you’ll receive a confirmation email with a tracking link, which you can enter in the New Zealand Couriers website to track your order.

8. Which carrier will my order ship with?

All orders ship via New Zealand Couriers: Monday – Friday, 8:00am – 5:30pm (except public holidays).

9. What if I’m not home when the courier arrives?

New Zealand Couriers should leave your parcel in a safe location. If unable to do so, they will leave a card for re-delivery or pickup.

10. I need a GST invoice for my order.

Just email us with your order number, and we’ll send you a tax invoice via email.

11. If an item says ‘out of stock’ can I put it on back order?

Sorry, we don’t accept back orders. Products will be available for purchase as soon as they are back in stock.

12. How can I find out about specials/promos?

Easy. Just sign up to the e-newsletter to receive up-to-date information about specials and promotions (scroll down to the bottom of this page and enter your email address in the field provided).

13. How do I remove myself from your mailing list?

We’ll be sorry to see you go, but all e-newsletters come with an unsubscribe link at the bottom of the email which you can click to unsubscribe.

14. Refunds.

Refunds will be processed within 10 days of receiving notification from you as set out above.

Refunds are made to the credit card number or other payment account that you used to make the original purchase. Courier charges are not refundable.

NEED SOME HELP?

Please get in touch and together we’ll sort it out.

support@terra.co.nz