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Buying Online

BUYING AT ICOPONA.NZ


What are the freight charges? 

NEW ZEALAND

Deliveries within New Zealand (excluding rural & PO Boxes)

We charge a standard flat shipping fee of NZ $3.99 within New Zealand, not including rural deliveries and PO Boxes. Free delivery applies to orders over NZ $100.00 (incl. GST) for non-rural deliveries and non PO Box deliveries. We use Toll track and traceYou can see if your address is non-rural by using the NZ Post Address and Post Code Finder

We charge NZ $6.99 for all deliveries to PO Boxes that are non-rural within New Zealand. For orders over NZ $100.00 (incl. GST) a reduced freight charge of NZ $3.00 will apply. We use NZ Post track and trace for PO Box deliveries.

Rural Deliveries & PO Boxes rural delivery

We charge NZ $8.99 for all rural deliveries including PO Boxes rural delivery within New Zealand. For orders over NZ $100.00 (incl. GST) a reduced freight charge of NZ $5.00 will apply. We use NZ Post track and trace for rural deliveries. Our rural delivery charges are based on the NZ Address and Postcode Finder. You can see if your address is rural by using the NZ Post Address and Post Code Finder.

During the check-out you will be asked to select the correct shipping fee for your order. If you've chosen the incorrect shipping fee, we will contact you before proceeding with the order notifying you of the extra charges. Full payment including the extra freight charges must be made before the order will be processed and sent. If you do not agree to these extra charges, then we’ll be happy to refund your order in full. 

We do not offer Saturday delivery. 

We use Toll New Zealand for non-rural deliveries and NZ Post track and trace for rural deliveries and PO Boxes (rural and non-rural). Please note that all deliveries except to PO Boxes must be signed for. If no one is at home, a card is left and you will need to pick up your parcel from the depot or give authority to Toll New Zealand or NZ Post track and trace to leave parcels without a signature. You’ll find more detailed information under Shipping in our Terms & Conditions section.
 

AUSTRALIA

Shipping costs for Australia are based on weight and are tiered. You will see how much they are exactly for your order during the checkout process. Freight charges start with NZ $6.00 for up to 200 g. For more detailed information refer to Shipping in our Terms & Conditions section. 

We use New Zealand Post International Air without track and trace. By accepting non-track and trace delivery with New Zealand Post the property and risk of the goods passes to you and delivery will be at your own risk.

Please note we do not ship to parcel lockers in Australia due to issues with fraudulent orders.
 

PACIFIC ISLANDS

We also ship to selected Pacific Island countries. Shipping costs are based on weight and are tiered. You will see how much they are exactly for your order during the checkout process. Freight charges start with NZ $9.85 for up to 200 g. For more detailed information and which Pacific Islands are covered, refer to Shipping in our Terms & Conditions section. 

We use New Zealand Post International Air without track and trace. By accepting non-track and trace delivery with New Zealand Post the property and risk of the goods passes to you and delivery will be at your own risk.

 

How long does it take to ship after I place my order online? 

We aim to have your order processed as quickly as possible, but sometimes it might take a little longer. So please factor in between 1-3 business days for processing your order. Once it’s dispatched, the delivery times are as below. Please note these are estimates only and delivery times can vary based on circumstances outside of our control.

NEW ZEALAND (by courier)

Deliveries within New Zealand (excluding rural)

  • 1-3 working days with Toll New Zealand

Rural Deliveries

  • 3-6 working days with NZ Post track and trace

AUSTRALIA and PACIFIC ISLANDS (by New Zealand Post International Air)

  • 3 - 15 working days - Delivery to areas outside major cities may take longer.

Delivery days are Monday to Friday. You will get an automated email, once your order has been sent. For New Zealand the courier tracking number for your order will be included in the email.

What should I do if my parcel has been damaged in transit? 

NEW ZEALAND
Please inspect your parcel before signing for it. Signing for your parcel means you accept that the goods are delivered in good condition. If there is any damage you need to tell the courier driver straight away. The courier will then take back the parcel to start the claims process. Please also notify us immediately by phone 022 1400 300 or email icopona@bizsearch.nz if your parcel has been damaged in transit. Please go to Shipping for further details.

AUSTRALIA
If your parcel has been damaged in transit, you need to lodge a claim with Australia Post directly as they deliver within Australia on New Zealand Post’s behalf. We advise you to lodge a claim immediately and also notify us straight away. 
Please refer to Shipping for more information.

PACIFIC ISLANDS
If your parcel has been damaged in transit, you need to lodge a claim with your respective main post service directly (see
Shipping for details) as they deliver on New Zealand Post’s behalf. We advise you to lodge a claim immediately and also notify us straight away. Please refer to Shipping for more information.

What do I do if my parcel hasn’t arrived in time? 

NEW ZEALAND
If you have not received your parcel within the delivery time frame specified by us, then please contact us immediately on 022 1400 300 or email icopona@bizsearch.nz. We will then investigate with Toll New Zealand or NZ Post to find out what happened with your parcel. We will advise you on the claims process on a case per case basis. 

We accept responsibility for parcels lost in transit prior to their having been delivered to your home/business provided we are notified within 14 days of product dispatch. We cannot accept responsibility for your parcel once delivery has been made.

AUSTRALIA and PACIFIC ISLANDS
If your parcel hasn’t arrived within the specified time frame, then please notify us immediately. We will then investigate with New Zealand Post. Please note that by accepting non-track delivery the risk of delivery of goods passes on to you. For more information please see Shipping.

Can you use discrete packaging for my MY.SIZE order?

Of course we can. Just let us know by adding a comment in the "Special Instructions/Comments" field at the end of the checkout process.

What can I do if I can't find the order confirmation in my email inbox? 

Please check your Junk or Spam mail folder. If you are using email filtering software, our automated email might get placed there. If you are still not able to find it, please contact us by email at icopona@bizsearch.nz or by phone (New Zealand: 0064 22 1400 300; Australia 0061 3 8676 5696) and we can resend you another one. 

What payments options do I have?

You can either pay by bank deposit or by credit card via our secure eWay gateway. We do accept Visa and Mastercard. For more information please see Payment.

What is your return policy? 

Please refer to Refunds & Returns for further details.

Is it safe to order online from your website? 

Yes, it is! We use BigCommerce as our eCommerce platform and eWAY for our credit card processing. BigCommerce is also a PCI-DSS Level 1 Service Provider and as part of their security policy does not store any customers' credit card information. We also use a verified SSL certificate from GeoTrust for our iCopona website. This SSL certificate verifies that a secure webpage (e.g. checkout page) is properly encrypted, ensuring that all information passed between a user and the Internet browser is private. This means when you view a secure page such as the checkout page, the iCopona URL changes from a HTTP URL to an HTTPS URL.

We use eWAY as our payment gateway for credit card payments. All credit card information is stored separately by our eWAY payment gateway and cannot be accessed by us. All online credit card transactions performed on this site using the eWAY gateway are secured payments. Payments are fully automated with an immediate response. For more information please refer to Security under Terms & Conditions.

 

What can I do to increase security when shopping online? 

We make every effort to ensure the safety of your personal information when visiting our online store (please refer to our Privacy and Security sections). Please note, however, that there are a few additional steps that you can do to increase online security too.

These are: 

  • Ensure your Internet browser is up to date and you’re using the latest version. This helps to keep intruders out.
  • Install a trust worthy anti-virus software program and make sure you keep up with regular security updates. 
  • Choose unique passwords, change them frequently and keep them stored in a private place. 

If you are concerned that you have been the target of Internet fraudulent activity, especially regarding your credit card, then contact your bank straight away and cancel your credit cards.

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