Shipping & RETURNs
Shipping
Items can only be shipped to New Zealand at this Stage. We use New Zealand based courier operators to ensure your parcel gets to you reliably and efficiently.
Shipping times will vary depending on stock locations:
ITEMS IN Cold Water Outdoors (CWO) STOCK:
Most products on our website are in CWO stock at our Christchurch base. These items will be dispatched via courier with 48 hours of purchase.
ITEMS IN LOCAL SUPPLIER STOCK:
Items showing as held in LOCAL SUPPLIER STOCK will ship approx. 14 days after date of purchase.
ITEMS IN INTERnational Supplier STOCK:
Items showing as being held in INTERNATIONAL SUPPLER STOCK will have extended delivery times. Please allow 4-6 weeks for delivery.
Returns
If there's a problem with your order or the item you received isn't quite right grab your order number and email us at info@coldwater.co.nz and we'll resolve the issue ASAP.
We can exchange or refund incorrect items within 30 days of receiving the goods. Unfortunately, sale items can't be refunded and we are unable to refund or exchange items that have been used or soiled. If you're unsure, please get in touch.
Returns
Please contact us and return your item ASAP if there's a problem with it. Mail it back to us in the original packaging and please include your order number, phone number, address and reason for returning it. We'll get in touch with you as soon as it arrives and let you know where to send you item back to.
Exchanges & Refunds
If you wish to exchange an item, please let us know the colour and/or style of the new item you want when you return your order. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Sorry, but you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance as we can't guarantee that we will receive your returned item.
Please allow a 2-5 days for your return to be processed and either your refund or replacement item sent out. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or bank account, within a few days.
