Shipping policy
Last updated: 22 Sep 2026
Every Oat Loft order is delivered tracked and free to any address in New Zealand, rural included, with no minimum spend. Below you will find how long delivery takes, which carriers handle your parcel, how tracking works, and what we do if a parcel is late, lost or damaged.
Where we ship
We deliver to New Zealand addresses only, including rural delivery addresses. We do not ship to Australia or anywhere else overseas at this stage.
Parcels headed for Stewart Island, Great Barrier Island or the Chatham Islands can take a little longer than the estimates on this page.
Shipping costs
| Destination | Service | Cost |
|---|---|---|
| All New Zealand addresses, rural included | Tracked standard delivery | Free. No minimum order and no rural surcharge |
| Outside New Zealand | Not offered | Not applicable |
There is no express or upgraded courier option at the moment.
Delivery timeframes
| Stage | How long |
|---|---|
| Order cutoff | 4:00 PM NZST. Anything placed after that is processed on the next business day |
| Handling | 1 to 3 business days |
| International transit, customs and biosecurity clearance | 8 to 15 business days |
| New Zealand courier delivery | 1 to 3 business days for metro addresses, 3 to 6 for rural |
| Typical total | 12 to 22 business days from the day you order |
A business day is Monday to Friday, not counting New Zealand public holidays. These figures are estimates based on what we usually see, not a promise.
Carriers
Your parcel makes two journeys under one tracking number.
- To New Zealand: depending on the product and the warehouse it leaves from, the international leg is handled by one of our freight partners: YunExpress, 4PX, DHL eCommerce or SF Express.
- Within New Zealand: once the parcel has cleared customs and biosecurity, a local courier (NZ Post, CourierPost, Aramex or NZ Couriers) completes the tracked delivery to your door, rural addresses included.
The shipping confirmation email names the courier delivering to you. Couriers will leave the parcel in a safe spot or at the door where they can. If nobody is home and there is nowhere safe to leave it, they will leave a card explaining how to collect or arrange redelivery.
Prices, GST and border charges
Checkout prices are in New Zealand dollars and include GST where it applies. There is nothing extra to pay on delivery: no customs duty and no additional GST.
Biosecurity
New Zealand runs strict biosecurity checks on incoming parcels, and some home goods can be affected. Items made with untreated wood, natural plant fibres such as rattan, seagrass or jute, dried botanicals, or animal-derived materials such as wool, feathers or hide can be inspected, held or destroyed by Biosecurity New Zealand on arrival. We check our range with this in mind. If your parcel is held or destroyed at the border regardless, we will send a replacement or refund you in full, whichever you prefer.
Tracking
- Order confirmation: emailed the moment your order goes through.
- Shipping confirmation: a second email with your tracking number and a link, sent within 24 hours of dispatch.
- Following the parcel: use the link in that email, the Track Your Order page on our site, or enter the number on the delivering courier's website. One number covers both legs of the trip. If you want every scan in one place, paste the number into 17track.net.
Worth knowing: while the parcel is in international transit, tracking can sit unchanged for 7 to 10 days. That is normal, and updates pick up again once it lands in New Zealand.
If the tracking number is still not recognised 48 hours after your shipping email, or has not updated in more than 14 days, email us at info@oatloft.com and we will follow it up with the carrier.
Delays
Some things are out of our hands: customs and biosecurity queues, weather, courier backlogs, public holidays and the pre-Christmas rush can all stretch delivery times. If we learn of a significant delay on your order we will tell you, and you are welcome to email us for an update at any point.
Lost, missing or damaged parcels
Not arrived: if your parcel has not turned up within 5 business days after the end of the estimated window (in other words 27 business days after ordering), email info@oatloft.com with your order number. We will lodge an investigation with the carrier, which usually takes 5 to 10 business days. If the parcel cannot be found, you can choose a free replacement or a full refund.
Marked as delivered but not there: have a look around the property, ask neighbours and anyone else in the household, and check any depot or collection point named on the tracking. If it still has not surfaced after 2 business days, contact us and we will raise it with the carrier and resolve it the same way as a lost parcel.
Something missing from the box: orders are sometimes split into more than one parcel, so check your shipping email first in case another parcel is on its way. If an item really is missing, email us within 7 days of delivery with your order number and we will send it at no cost, or refund it if it is no longer available.
Damaged in transit: email us within 7 days of delivery with your order number plus photos of the damage and the packaging. We will send a replacement or refund you in full, and you will not need to send the damaged item back unless we ask.
Refunds go back to the original payment method within 5 to 10 business days of being approved. Returns of unwanted or faulty items are covered in our Refund Policy.
Address mistakes
Please double check your delivery address at checkout. If you notice an error, email us within 12 hours of ordering and we will fix it, provided the order has not yet been dispatched. After dispatch a parcel cannot be redirected, and if it comes back to sender because of an incorrect address there may be a charge to send it out again.
Changes to this policy
We update this page from time to time. Changes apply from the moment they are posted here, with the date at the top revised to match. Orders already placed stay covered by the version that was current when you ordered.
Questions
Have a look at our FAQ page, or get in touch with our customer service team and we will get back to you as quickly as we can.
Contact information
Store Address: 114 Avonhead Road, Christchurch, Canterbury 8042, New Zealand
Store Email: info@oatloft.com
Store Phone: +64 3 669 8870
Customer Service Hours:
Monday to Friday: 9:00 AM - 5:00 PM (NZST)
We do our best to reply to every email within 1 to 2 business days.