‍Shipping Policy

At Moe Linen, we take great care to ensure your order arrives safely and as quickly as possible. This Shipping Policy explains how we process, dispatch and deliver orders placed through our website.

Where We Ship

We currently ship within New Zealand only.

At this stage, we do not offer international shipping. If this changes in the future, we'll update this policy and provide details on our website.

Order Processing

Orders are typically processed within 2 business days of purchase. Orders are processed Monday to Friday, excluding New Zealand public holidays.

During new product launches, promotions or other busy periods, processing times may be slightly longer. If significant delays occur, we'll let you know as soon as possible.

Delivery Timeframes

Once your order has been dispatched, estimated delivery times are:

Urban addresses: 1–3 business days
Rural addresses: Please allow an additional 2–3 business days.

Delivery timeframes are estimates only and may vary due to factors outside our control, including courier delays, weather events, public holidays or other unforeseen circumstances.

Shipping Confirmation & Tracking

Once your order has been dispatched, you'll receive a shipping confirmation email with your tracking details. If you haven't received your shipping confirmation within a few business days of placing your order, please contact us and we'll be happy to assist.

Pre-Orders

Moe Linen may offer products for pre-order. Where an item is available for pre-order, the estimated dispatch timeframe will be clearly displayed on the relevant product page before you complete your purchase.

Please note that estimated dispatch dates are provided in good faith and may change due to circumstances beyond our control, including manufacturing schedules, shipping delays or customs processing. If there are significant changes to your estimated dispatch date, we'll keep you informed.

Orders Containing Pre-Order Items

If your order contains both in-stock and pre-order items, your order will generally be shipped together once the pre-order item becomes available.

If separate shipping is available, we may offer this at our discretion. Additional shipping charges may apply.

Shipping Costs

Shipping charges are calculated at checkout and displayed before you complete your purchase.

From time to time, we may offer free shipping promotions. Any conditions or exclusions will be clearly stated at the time of the promotion.

Incorrect Delivery Information

Please ensure your delivery details are accurate before completing your order.

If you've made a mistake, contact us as soon as possible. We'll do our best to update your order before it's dispatched, however we can't guarantee changes can be made once processing has begun.

Moe Linen is not responsible for delays, additional costs or non-delivery resulting from incorrect or incomplete delivery information supplied by the customer.

Authority to Leave

If you provide your courier with authority to leave your parcel without a signature, delivery is considered complete once the parcel has been delivered in accordance with your instructions.

Moe Linen is not responsible for loss, theft or damage occurring after delivery has been completed.

Lost or Delayed Parcels

If your parcel is delayed, we recommend first checking your tracking information and contacting the courier directly, as they can often provide the quickest update or resolve delivery issues.

If you've been unable to resolve the issue with the courier, please contact Moe Linen. We'll do our best to assist by working with the courier to investigate the whereabouts of your parcel. While we'll always do our best to help, delivery services are provided by independent courier companies and some delays are outside our control.

Damaged Parcels

If your parcel arrives visibly damaged, please:

  • take photographs of the parcel before opening it (where possible)

  • retain all packaging

  • contact us within 7 days of delivery.

If the contents have been damaged during transit, we'll work with you to resolve the issue as quickly as possible.

Failed Deliveries & Returned Parcels

If a parcel is returned to us because:

  • the delivery address was incorrect or incomplete;

  • the parcel was unclaimed; or

  • delivery could not be completed due to circumstances within the customer's control,

additional shipping charges may apply before the order can be re-dispatched.

Delivery Delays

While we aim to dispatch and deliver orders within the estimated timeframes, delays can occasionally occur due to circumstances beyond our control, including:

  • severe weather

  • natural disasters

  • transport disruptions

  • customs or biosecurity processes (where applicable)

  • public holidays

  • courier network delays

  • other unforeseen events.

We appreciate your patience if these situations arise and will keep you informed where possible.

Questions?

If you have any questions about shipping or your order, we'd love to help.

Email: kiaora@moelinen.co.nz

We aim to respond to enquiries within 2 business days.

Effective Date: July 2026