Shipping policy

Return Policy

At Terra, we want you to feel confident with every purchase. If something isn't right, please review the conditions below to understand how returns work.

Order Errors:

• If there is an issue with your order, please contact us within 4 days of receiving your package.
• Include your order details and clear photos so we can resolve the issue quickly.

Change of Mind Returns:

If you wish to return your order due to a change of mind (excluding Final Sale items, promotional items, Trial Packs, and gift cards):

• Email us within 24 hours of delivery.
• Provide your order number, the reason for the return, and the number of unopened, unused packs you want to return.
• The customer must cover return shipping costs.

Non-Returnable Items:

• Final Sale items
• Promotional items (gifts, BOGO offers, etc.)
• Trial Packs
• Gift cards (unless required by law)
• These items cannot be returned or refunded.

Purchases from Retail Partners:

We only accept returns for eligible products purchased on TERRA online stores. We have strong relationships with our retailer partners. If you would like to return a product purchased from one of our retailers, please contact them directly for assistance and information on their return policy.

Sizing & Leakage:

Leaking caused by incorrect sizing is not covered under our returns policy. If you need help choosing the right fit, our customer service team is happy to guide you.

Shipping Fees:

Shipping and handling fees are non-refundable.

Eligibility for Returns:

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

Condition of Returned Items:

All returned products must be:

• Unused
• In original packaging
• With all tags and labels intact

Proof of Purchase:

A valid proof of purchase (receipt or order confirmation) is required for any return.

Proof of Condition (Video Requirement):

To initiate a return, please provide a short video showing the item's condition and explaining the reason for the return. This helps us verify the issue and process your request efficiently.

Faulty or Damaged Items

If your item is defective, damaged, or missing parts, email support@terra.co.nz with photos and videos showing the issue.
Our team will assess the situation and assist you promptly.

Return Process Timeline:

• Pickups usually occur within 24 - 48 hours of submitting your feedback.
• Replacement processing typically takes 2 - 3 working days after the returned item is evaluated.
• Refunds will be processed within 10 days of your notification, as set out above.

Exchange Policy

If you've ordered the wrong size in error, we will happily exchange it provided the following conditions are met:

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

Incorrect Size Delivered - Your Error

• If we deliver the incorrect size, please contact us immediately.
• We will rectify this by dispatching the correct size to you; however, the shipping cost for sending the replacement will be borne by the customer.

Incorrect Size Delivered - Our Error

• If we accidentally sent the wrong size, please contact us immediately.
• We will send the correct size at no additional cost.

Subscription Orders - Your Error

If you accidentally subscribed and received an order:

• You must cover the shipping cost.
• Only the product price will be refunded.

Faulty Item Delivered - Our Error

• If your item arrives defective, damaged, or with missing parts, please contact support@terra.co.nz immediately.
• Kindly provide clear photos and videos of the issue so our team can verify the problem and assist you promptly.

Change of Mind After Placing an Order

We require a 24-hour notice (business days) for any order changes.
Once the order has been processed, we are unable to make changes or offer refunds.

Exchange / Refund Process Timeline:

Pickups usually occur within 4–5 days, depending on your location.
Once the return pickup is completed, the product will first be received at our warehouse for evaluation.

After the product reaches our warehouse:

• If a replacement is requested, it will be dispatched within 2–3 working days.
• If a refund is requested, it will be processed accordingly.

Once the replacement is dispatched, it will take approximately 5–7 working days to reach your location, depending on the delivery area.

100% Satisfaction Guarantee

We are committed to ensuring you're delighted with your experience.
If you need help choosing the right size or have performance concerns, email us anytime at support@terra.co.nz

FAQs

Can I shop as a guest without creating a TERRA account?
Yes, you can complete your purchase as a guest without signing up. However, creating an account allows you to save your details for faster checkout in the future.

What if my billing address is different from my delivery address?
No worries. At checkout, you can enter separate billing and delivery addresses.
If both are the same, simply select that option to avoid entering information twice.

Do you deliver to PO Boxes or overseas addresses?
Unfortunately, we're unable to deliver to PO Boxes or overseas locations. A physical address within New Zealand is required.

How much does delivery cost?
Shipping rates vary by region and follow a flat-rate structure:

• Auckland: $5.50
• Rest of North Island: $10
• South Island: $20
• Free shipping on orders $80 and above

Note: We do not deliver to the Chatham Islands.

What packaging materials do you use?
We take care when packing orders to ensure your goods arrive intact and unspoiled, while minimising environmental impact. We wrap items in paper that is often reused and recyclable.

When will my order be shipped?
Orders for in-stock items or items available through our NZ distributors usually ship within 2 to 4 working days. Please allow extra time during busy periods or sales.

Note: We do not ship on public holidays. Orders placed on a public holiday will be processed on the next working day.

How can I track my order?
As soon as your order ships, you'll receive a confirmation email with a tracking link that you can use on the New Zealand Couriers website to track your order.

Which carrier will my order ship with?
All orders ship via New Zealand Couriers: Monday - Friday, 8:00 am - 5:30 pm (except public holidays).

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.

How can I get a GST invoice for my order?
Simply email us your order number, and we'll send you a GST invoice.

NEED MORE HELP?

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

support@terra.co.nz