FAQ - Libertas Pacific

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FAQ

Refund Policy

What currency will I be billed in?
All transactions are completed in New Zealand dollars. The only exception is for Australian wholesale customers

- all order confirmations/invoices for our Australian retailers/screenprinters are stated in Australian dollars.

How long until I receive my order?
Once payment has been approved, please allow up from 2-10 days for delivery, depending on your country,

providing your selected items are in stock. Any out of stock items will be back-ordered and delivered free of

charge.

What delivery methods do you use?
We deliver by courier only. There must be someone available to sign upon receipt of delivery.

Can you deliver to a PO Box address?
No, sorry, we can only deliver to a physical street address – all packages require a signature on receipt of delivery,

so there must be someone present to sign for the goods. If you work during the day it is a good idea to use your

work address for delivery.

How much will I be charged for delivery?
Delivery charges vary depending on your location and the total value of your order. Please see guidelines below:

Public Delivery Charges (courier delivery)
NZ: $6.00, free for all orders over $200.00.
Australia: $25.00, free for all orders over $400.00.
UK, Europe, and US: $85.00.
Rest of the world, price varies depending on the country, we will contact you prior to shipping.

Wholesale Delivery Charges

All orders over NZ$1000.00 net are delivered free to NZ and Australian wholesale customers. Delivery charges
(trackable courier) will be added to the value of your order at the time of invoicing. The amount that will be charged
on your invoice is dependent on your location.

As a guideline please see below (all charges exclude GST):
NZ:$5.00 local courier, $9.00 North Island, $12.00 South Island – free over $1000.00.
Australia: VIC & NSW: $15.00; SA, ACT, TAS & QLD: $18.00, WA & NT: $30.00 – free over $1000.00
Rest of the world, price varies depending on your country, we will contact you prior to shipping.

Will I have to pay any import duties or taxes (for customers outside NZ)?
Any import duties or taxes are the buyer’s responsibility (excluding Australian wholesale customers) and may be

imposed by your country's government when your order arrives at your country's border – please refer to your local

Customs' office/bureau for your country’s rules on which shipments will incur duty/import tax and what rate.

What is your policy on returns?
Download Return Form
For public shoppers only: We recommend downloading the Return Form here as it will assist you in this process.

Exchange/Online Credit

For public shoppers only: You are welcome to send back any item/s for exchange/online credit for another size/colour

or different style/s within 10 days of delivery (NZ) and 21 days of delivery (international), provided the item/s are returned

to us in perfect condition and unworn. NB: please note that, for hygiene purposes, no exchange can be offered on briefs/knickers/pantyhose.

Contact Us First - we can hold your replacement item for you so that you don't miss out

If you are wishing to exchange we recommend that you contact us prior to returning the item/s in question so that we

can reserve your replacement item/s.

Delivery Method for Returning Item

Please send items to our showroom using a 'track-and-trace' method of delivery, as we will not be responsible for any

items lost during transit back to us.
Delivery Costs
Delivery costs will not be reimbursed on exchanged items.

What is your policy on faulty goods?
All goods are carefully checked prior to despatch, however in the unlikely event of a fault, we will refund/exchange/replace

the item as soon as possible. If you believe an item is faulty please download the return form here (for public shoppers only, wholesale customers contact us directly) :and send back to us with merchandise for assessment, using a ‘track and trace’ delivery method. In this case, we will be happy to refund the cost of returning the goods back to us. We will contact you via

email as soon as we receive the item in question.

All lingerie & hosiery garments are ‘hand wash only’ due to their delicate nature, and no refund or exchange will be given

on items that have not been cared for in the correct way.

My question is not answered above - how do I get the answer I need?
If you require any further information regarding our products, ordering online, delivery, refunds or exchanges, please do not hesitate to contact us.

Public Delivery Charges (courier delivery)NZ: $6.00, free for all orders over $200.00. Australia: $25.00, free for all orders over $400.00. UK, Europe, and US: $85.00. Rest of the world, price varies depending on the country, we will contact you prior to shipping.

Public Delivery Charges (courier delivery)
NZ: $6.00, free for all orders over $200.00.
Australia: $25.00, free for all orders over $400.00.
UK, Europe, and US: $85.00.
Rest of the world, price varies depending on the country, we will contact you prior to shipping.