Shipping policy
Last updated: 19 May 2026.
This policy applies to physical objects ordered from maisonsera.co.nz and delivered within New Zealand or Australia. International orders outside Australia are available on request and quoted individually.
For Anti-Slip Bathroom Treatment bookings, we attend your home. There is nothing to ship. The terms for service delivery, cancellation, and refunds are set out in the Terms of Service (Part A) and the Return and Refund Policy.
1. Where we ship
- New Zealand. Nationwide, including Waiheke and other islands serviced by NZ Post or contracted courier.
- Australia. All states and territories, by tracked international courier.
- Elsewhere. By arrangement. Email max@lccommerce.com before ordering for a quote.
We do not ship to PO Boxes for larger items requiring signature on delivery.
2. Processing time
Orders are processed Monday to Friday, excluding New Zealand public holidays. We aim to dispatch in-stock items within two business days of order. Larger objects or made-to-order pieces carry a longer lead time, stated on the product page.
You will receive a dispatch confirmation by email when the object leaves us, including a tracking number where available.
3. Delivery estimates
Delivery windows are estimates, not guarantees. They depend on the carrier, the destination, and the size of the object.
| Region | Indicative window |
|---|---|
| Auckland and main North Island centres | 2 to 4 business days |
| Rest of North Island | 3 to 6 business days |
| South Island | 4 to 7 business days |
| Rural New Zealand addresses | Add 1 to 2 business days |
| Australian metropolitan cities | 5 to 10 business days |
| Regional Australia | 7 to 14 business days |
The exact window for your order is confirmed at checkout.
4. Shipping charges
Shipping is calculated at checkout based on the object, the destination, and the carrier service. Any threshold for complimentary delivery is shown on the cart page when it applies.
For Australian orders, freight charges exclude any duties, goods and services tax, or other charges levied by Australian authorities on import. Where Australia's low-value imported goods rules apply, GST is collected at checkout and remitted by us.
5. Carriers
We use New Zealand Post and contracted couriers for domestic delivery, and a tracked international service for Australian delivery. The carrier for your order is shown in the dispatch confirmation. We may change carriers without notice if it results in equivalent or better service.
6. Tracking
Tracking information is included in the dispatch confirmation email. If you have not received a dispatch confirmation within four business days of order, check your spam folder and then contact us.
7. Receipt and risk
Risk passes to you on delivery. If you choose to authorise delivery without signature, or nominate a safe place, risk passes when the carrier records the delivery as completed.
Inspect your order on arrival. If the outer packaging is visibly damaged, photograph it before opening where you can, and note any damage with the courier at the point of receipt.
8. Failed delivery, redirection, and refusal
If a delivery fails because no one is available to receive it, the carrier will follow its standard reattempt or pickup process. Repeated failed deliveries, or refusal at the door without a returns process, may result in the object being returned to us at your cost. Reshipping is charged at the carrier's standard rate.
To redirect an order in transit, contact us as soon as possible. We will attempt to redirect with the carrier where the carrier permits it. Some carriers do not.
9. Lost or damaged in transit
Contact us within seven days of the expected delivery date if your order has not arrived, or within seven days of receipt if the object arrives damaged.
For lost parcels, we will open a trace with the carrier and confirm the outcome within ten business days. Where the parcel is confirmed lost, we will reship or refund at your election.
For damage in transit, see clause B5 of the Return and Refund Policy. We arrange return shipping and offer a replacement, repair, or refund.
10. Address accuracy
Provide a complete and correct delivery address at checkout. We are not liable for delays or non-delivery caused by an inaccurate address you provided. Where we are able to correct an address before dispatch at your request, we will. Once an order has shipped, address changes depend on the carrier.
11. Customs and duties (international beyond Australia)
For destinations outside New Zealand and Australia, you are the importer of record. Any customs duties, import taxes, brokerage fees, or other charges levied by the destination country are your responsibility.
12. Statutory rights
Nothing in this policy limits or excludes any right or remedy you have under:
- the Consumer Guarantees Act 1993 (New Zealand),
- the Fair Trading Act 1986 (New Zealand), or
- the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010, Australia).
13. Contact
Email max@lccommerce.com. We respond within two business days.
LC Commerce Limited, trading as Maison Sera
Email: max@lccommerce.com