Billing, Shipping & Delivery

Billing

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Mons Royale is a New Zealand registered company and operates shop.monsroyale.com.  

Billing is completed in New Zealand dollars.  The biller on your statement will be Mons Royale Limited.  

Refunds can only be issued via your original payment method or alternatively for a store credit.  All refunds are transacted in the New Zealand dollars for the NZD amount originally paid, irrespective of foreign exchange rates at the time of your order.

There is three payment options:

  • Bank deposit
  • Credit card – Visa or Mastercard
  • Paypal

 

Credit card transactions

Credit card transactions are completed by a reputable third party credit card processing company DPS Payment Express and we do not see or hold your credit card details. DPS are fully certified as Visa AIS and MasterCard SDP (PCI-DSS) compliant at processor level; using an approved QSA for quarterly scans on systems and full onsite audits, annually. All sensitive information is encrypted with the 3DES protocol, with Atalla Network Security Processors. 

 

Order confirmation

Once you’ve completed your order online you will receive an order confirmation e-mail.  If you don’t receive an order confirmation e-mail from us, first check your junk folder in case our emails are buried in there.  If you still haven’t heard from us, let us know at shop.nz@monsroyale.com.

 

Cancel order

Get in touch with us immediately; we can cancel your order if it is not dispatched.  However if your order is dispatched, we can arrange a return if the items met all the returns requirements.

 

Shipping

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Orders are dispatched from Mons Royale head office in Wanaka, New Zealand.  We aimed to pack and ship within one business day of receiving your order.  We process orders on business days (Monday to Friday). We do not process orders on the weekend or public holidays.  

 

New Zealand shipping is FREE on all orders over $100.  

 

Flat shipping fees apply on all other orders

  • New Zealand $5.00
  • Australia $20.00
  • Rest of World $50.00

We reserve the right to refuse orders or negotiate delivery fees.

Postal providers

New Zealand orders are couriered with New Zealand Couriers or Fastway Couriers.  There are limits to New Zealand courier services so if you live in a remote area then we may need to discuss alternatives.  International orders are shipped with NZ Post International Economy Courier.   Please note:  a signature is required on delivery.  

Shipping within New Zealand usually takes 1-3 days depending on weather and location.  Rural delivery may take slightly longer.  

International deliveries will vary between countries.  This is a New Zealand Post track and trace service that usually takes 5-10 working days to arrive.  Please refer to New Zealand Post website for more details on delivery times for specific countries. 

Please note that these are estimate delivery times.  Hold ups do occur from time to time for example due to weather conditions, world events or local custom procedures.

PO Boxes

We are unable to deliver to PO Boxes as our courier service requires a signature.  Please use a physical address where someone will be available during business hours to receive your parcel.   

 

Rural Delivery

We do ship to rural delivery addresses; shipping time might be longer to a rural address. Please ensure RD is included in your shipping address as we need to make sure the correct postage is applied to these packages.

 

Next Day/Saturday Delivery

We can arrange next day and/or Saturday deliveries at an additional cost, you will need to contact us shop.nz@monsroyale.com.

 

Tracking Orders

You can track your order.  You will receive an email confirming shipment of your order. This will include your tracking number.

 

For New Zealand order you can track your order at 

http://www.nzcouriers.co.nz

http://www.fastway.co.nz 

 

For international orders you can track your order at http://www.nzpost.co.nz/tools/tracking 

 

Lost parcel

If goods are lost or damaged in transit, please contact us within 7 business days at shop@monsroyale.com.   If the parcel is not able to be located, we will offer you the choice of a replacement or a full refund once we have received confirmation from our carriers that delivery was not successful.  

 

Customs duty or tax

If you live outside of New Zealand you may be charged duty or tax depending on the import legislation for your country.  Every country has different customs laws and your product may incur other charges or delays whilst in transit. Mons Royale is not responsible for these charges or delays.  Please check your local customs information for further guidance.

Please be advised that if your item does not arrive in the expected time please contact us at shop@monsroyale.com and we will trace the items and follow up with the postal service.