Shipping & Delivery

Can I change or cancel my order after placing it?

We aim to process orders quickly, so changes or cancellations aren't always possible. If you’ve made a mistake, contact us at hello@doubleundies.co.nz ASAP, and we’ll do our best to help.

How do I know my order went through?

 You’ll receive a confirmation email once your order has been placed. If you don’t see it within an hour, check your spam folder — still nothing? Reach out to us.

How can I track my order?

Once your order has been shipped, you’ll get an email with a tracking number and a link to follow your order’s journey.

I received the wrong order — what should I do?

Oops — we’re so sorry about that! If we've sent you the wrong item or order, please email us at hello@doubleundies.co.nz so we can fix it ASAP. You’ve got 20 days from the order date to let us know, and we’ll make it right.

Where do you ship to?

We currently ship within New Zealand, Australia and to selected international locations, including UK, Europe, Canada & USA. Shipping costs and times will be calculated at checkout.

How long will it take to receive my order?

New Zealand: Orders are usually delivered within 1-2 business days.

International: Delivery times vary based on location. Tracked 3-10 days or EXPRESS 2-6 days.

Do you offer express shipping?

Yes! If you need your Double Undies quickly, select EXPRESS shipping at checkout. Additional charges will apply.

What if my order hasn’t arrived?

If your order hasn’t arrived within the estimated time, check the tracking details first. If it's still unclear, contact us at hello@doubleundies.co.nz and we’ll help sort it out.

International Customers

We’re currently in the process of setting up a smoother, more transparent system for our international customers—including automated VAT collection and faster customs clearance. In the meantime, please read the info below to understand how your country might handle taxes or import fees.

International Orders & Customs

We ship worldwide! Please note that for international orders:

  • EU: Orders may be subject to local VAT and customs fees unless VAT is collected at checkout via IOSS.
  • UK: Orders may be subject to VAT and customs fees on arrival.
  • Canada, Australia, New Zealand: You may incur GST/HST and customs processing fees unless local tax is collected at checkout.
  • Norway & Switzerland: Orders may be subject to VAT and customs clearance charges.
  • Other Countries: Duties, taxes, and fees may apply depending on your country’s regulations.

We do not cover these charges, and they are the responsibility of the customer.