SHIPPING

How much does shipping cost?
We charge a flat rate for New Zealand, Australia and international orders. See our shipping policy for current rates.

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. All orders shipped outside New Zealand are sent DDU (Delivered Duty Unpaid), which means import duties, taxes and customs fees aren't included in what you pay at checkout. These are set by your local customs authority and are your responsibility to pay — ilabb is not liable for them.

If you're in the EU or UK, import VAT applies to all parcels regardless of order value, and customs duty may also apply on orders over €150 (EU) or £135 (UK). See our shipping policy for the full detail.

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, other than those that fall within our obligations under the Consumer Guarantees Act. If your purchase is faulty, we will meet our obligations under the Act to find a remedy within a reasonable time frame.