DELIVERY
Covid-19 Update NZ
All couriers are under extra strain at higher alert levels, and deliveries may take longer than usual. At the moment, we estimate up to 7 working days from order to delivery. For items being sent to the Auckland or Northland regions and to rural addresses, there are longer delays of up to 14 working days due to the current lockdown and the resulting traffic for our couriers.

Shipping rates
● Standard tracked shipping - $6 within New Zealand
● Orders over $100: Free Shipping

All orders are dispatched Monday to Friday and goods will be dispatched from our warehouse within 48 hours of receiving the order and should be received to the majority of New Zealand addresses within 5 working days.

Orders will not be dispatched on Public Holidays, orders placed on these days will be sent out within the next two business days.

The festive season may also cause a little delay so please be aware that between the 24th of December & 7th of January we won’t be processing online orders, so please expect orders placed in this period to be dispatched upon arrival back from these dates.

FAQS
Do you ship internationally? 
Not at this stage unfortunately, but hopefully soon! If you aren’t in NZ, contact us via online@duckislandicecream.co.nz and we can see what we can do

Where is my order? 
You should have received tracking details via email, as well as regular updates. Send us a message at online@duckislandicecream.co.nz if you are having trouble with this.

When will my order arrive? 
Delivery timeframes are varied within NZ, especially with extra pressure on couriers due to high traffic. Your order should generally take 2-4 working days to be delivered to you.

If after 7 working days you still haven’t received your parcel, please get in touch by emailing us at online@duckislandicecream.co.nz

My order has arrived, but it’s incomplete and/or damaged
Please send an email to online@duckislandicecream.co.nz with the following details:
● Please use “Incomplete/damaged order” in your subject line
● Which items are missing/damaged/incorrect
● Photo of order

We will need all of the above before we can send out a replacement order, which we will do as soon as possible. 

My address has changed since I placed my order
We pack our orders quite quickly, so please contact us asap if the address on your order is incorrect or needs to be changed.

I have already placed an order — can I add more items to it? 
Sometimes we can make this work, so please contact us asap if you would like to add more items to your order.

Get in touch at online@duckislandicecream.co.nz if you have any questions not answered above.

RETURNS
We are happy to accept returns and exchanges if what you ordered isn’t quite right.

If we can’t exchange for another size or style that’s better suited, we can arrange a refund for the product price. However we cannot refund the shipping costs.
Please contact online@duckislandicecream.co.nz with details of your order and issue, to submit your return.

All exchanges and returns need to be sent back to our Head Office. We cannot accept returns or exchanges via our Duck Island Ice Cream Shops.
Duck Island Ice Cream
300a Grey Street
Hamilton 3216

Returned items must be unworn (other than trying on). If we believe the clothing has been worn, we will be unable to accept the return.

How do I return my online purchase?
Please email with the below information to online@duckislandicecream.co.nz to start the return process.
● Order number & Name
● Returning items
● Exchange or refund
We will then contact you to organise next steps.

Can I return via a Duck Island shop?
We do not accept online returns to our Duck Island stores. All online purchases must be returned to our head office to be exchanged or refunded.