Shipping
Shipping rates are based on your location and order value (all prices in NZD)
New Zealand - Free shipping on orders $100 and over, or $8 for orders under $100
Australia - Free shipping on orders $100 and over, or $20 for orders under $100
Rest of the world (excluding USA and select countries): Free shipping on orders $150 and over, or $30 for orders under $150
For a full list of countries we ship to, please see our shipping information page.
Please note: There may be delays in dispatch and shipping times during peak trading seasons.
All New Zealand orders are sent by Track and Trace with New Zealand Post. Your order can be delivered to either your home or work address (includes Rural Delivery). All packages require a signature on delivery, (this does not apply to Rural Delivery). If no one is at home when the courier attempts to deliver your parcel, a card will be left for you to contact the courier depot to organise a more convenient delivery time
Please keep in mind if you have ordered an item that is being dispatched from overseas, the order will take longer to arrive. These products will say "Please Note: This item is Internationally shipped. Please allow 7-10 working days for Delivery" in the description of the item.
Once payment has been received, and provided no additional security checks are required, your order will be dispatched within 2 working days. During busy trading periods this time frame may increase. You’ll receive tracking details as soon as your order has been dispatched.
New Zealand Post usually delivers within 1-2 business days* (a business day is any day other than a weekend or public holiday). If you have not received your delivery within 4 business days, you should contact Courier Post with the tracking number supplied to you.
*Items that are Internationally dispatched will take longer to arrive. Please allow 6-13 business days for delivery of these items.
Please note: There may be delays in shipping during peak trading seasons such as Black Friday, Mothers Day and the weeks surrounding Christmas.
All orders are sent in secure courier bags rather than boxes. Each item is carefully bubble wrapped for protection and includes a carry bag.
As many orders are purchased as gifts, we include a packing slip with your order—but no pricing information. Wherever possible, items are presented in their original branded packaging (such as Stolen Girlfriends Club, Boh Runga, or Karen Walker). If a branded box is temporarily unavailable, we’ll package your order beautifully and securely in the meantime, and can be in touch to arrange one once it becomes available.
Complimentary gift wrapping is available on request. Simply leave a note at checkout in the “Notes” section, and we’ll take care of the rest.
Returns
Silvermoon offers free shipping (on applicable orders) with the understanding that the customer will keep the goods purchased. Should you choose to return your full priced order you will be required to pay for return shipping.
For online purchases, please contact us at orders@silvermoon.co.nz before returning any items.
Return options:
a.) Return or exchange your item at any Silvermoon store
b.) Courier your item back to us
Important information:
- Return shipping costs are the responsibility of the customer
- We recommend using a tracked courier, as Silvermoon is not responsible for items lost in transit
- We are currently unable to accept returns, refunds, or exchanges for international orders outside of New Zealand or Australia
Returns policy:
- We offer a 28-day return period for change-of-mind purchases
- Items must be received within this timeframe to be eligible
- Items discounted 25% or more are not eligible for return, refund, or exchange
- All items must be returned in perfect original condition, including any packaging (e.g. boxes, spare watch links, booklets)
- All returns are subject to inspection and may be declined if these conditions are not met
Faulty items:
If your item is faulty or defective, please contact us as soon as possible so we can arrange a replacement.
Refunds:
- Items returned to a store cannot be refunded on-site
- Our web team will process your refund once notified
- Please allow up to 3 working days for the refund to appear in your account
- Refunds are issued via your original payment method, and you’ll receive an email confirmation once processed
We’re sorry about that — we’ll get it sorted quickly.
Please email customersupport@silvermoon.co.nz with:
- Your order number
- A brief description of the issue
- A photo of the item received
- Once reviewed, we’ll send the correct item and provide instructions to return the incorrect one at no cost to you.
Other
Yes, we will put links on the bracelets and package the whole order together. The only time this may not happen is if we are unable to fulfill the order from one location.If multiple links are ordered without a base bracelet these will be packaged in 1 box. If you need the bracelets/links packaged separately, please specify this in your order notes.
**Additional shipping will need to be paid for customers requesting extra boxes after your order has been shipped.
Afterpay in New Zealand allows you to buy now and pay in four instalments over six weeks, with no interest charged if payments are made on time. You can use Afterpay both online and in-store at many leading retailers across New Zealand.
More information on Afterpay is available here: Buy Now Pay Later with Afterpay
If you pay instore or online with Afterpay and require a refund you will be refunded via Afterpay.
Please note: We only are currently only able to accept Afterpay from our New Zealand customers.
If you are logged in to your Shop Pay account (accelerated checkout from Shopify) you will automatically get the option to use Shop Pay where your details are already saved. If you do not wish to use your Shop Pay account and pay via a different method simply click the 3 dots next to your email address and select “Checkout as a guest”.
All prices displayed on the silvermoon.co.nz website are in New Zealand Dollars
Check your tracking number on the Tracking | NZ Post page. There may be delays due to weather or other unforeseen circumstances.
There will be times when the international & domestic shipping targets will not be able to be met. We suggest checking the NZ Post Delivery Updates Page or International delivery updates | NZ Post to get the most up to date information.
If you can see no reason for a delay, please lodge a parcel enquiry with NZ post on the Parcel enquiry | NZ Post page and let us know. We will help where we can.
