SHIPPING

How much does shipping cost?
NZ orders: $9.99 NZD
Australia: $20 NZD
International: $35 NZD flat rate

All prices are in NZD and will convert automatically if you pay in another currency.

How long will my order take to arrive?
NZ: 3–5 working days
International: 10–14 working days

Please allow an extra 2–3 business days for order processing. Occasionally, if the item you ordered is not in our warehouse, we may ship from our store in Queenstown. Because of this, you may receive multiple packages for a single order.

Do you ship internationally?
Yes. International orders are subject to customs and import fees from the destination country — these vary and are your responsibility to pay.

How do I track my order?
You'll receive a shipping confirmation email with a tracking number once your order has been dispatched. If you have any issues, contact customersupport@ilabb.com.

What about shipping during busy periods?
During Christmas and New Year, shipping times extend to 5–7 business days due to high order volumes and courier schedules. For Christmas delivery, we recommend ordering by December 15th. Normal shipping resumes January 6th.

ORDERS

Can I cancel or change my order?
Unfortunately, we're unable to cancel or modify orders once they've been placed. Please double-check your order before completing checkout.

Who do I contact for order issues?
Email customersupport@ilabb.com — we're available 9am–5pm (Queenstown, NZ time).

RETURNS & EXCHANGES

What's your returns policy?
We accept returns and exchanges within 14 days of purchase. Items must be unworn, in original condition, and have all tags attached.

How do I start a return or exchange?
Head to our Returns Centre at the bottom of the website (under Customer Service) or contact customersupport@ilabb.com if you need help.

Are there any items that can't be returned?
Yes — underwear, socks, and any items purchased during an outlet sale are final sale and cannot be returned or exchanged.