Shipping policy

Last updated: 11 August 2026

At VXENÉ, we want your order to arrive safely and within the estimated timeframe. This Shipping Policy explains how we process and deliver orders placed through our website.

1. Where We Ship

VXENÉ currently ships to:

  • New Zealand
  • Australia

Available shipping options and shipping costs will be shown at checkout before you complete your purchase.

2. Order Processing

Orders are generally processed within 1–4 business days after payment has been successfully received.

Once your order has been processed, it will be dispatched for delivery.

Processing times may occasionally be longer during:

  • Product launches
  • Promotions or sales
  • Public holidays
  • Peak periods
  • Unexpected fulfilment delays

If there is a significant delay in processing your order, we will make reasonable efforts to keep you informed.

3. Estimated Delivery Times

Once your order has been dispatched, estimated delivery times are:

Destination

Estimated Delivery

New Zealand

8-15 business days

Australia

7-15 business days


These are estimated delivery timeframes, not guaranteed delivery dates.

Your total delivery time includes both order processing and shipping. Based on our current fulfilment experience, customers should generally allow approximately 8–18 business days from placing an order to receiving it.

Delivery times may vary depending on your location, courier network, customs processing, public holidays, weather and other circumstances outside our reasonable control.

4. Shipping Costs

Shipping costs are calculated and displayed at checkout based on the destination, shipping method and order details.

From time to time, VXENÉ may offer free shipping or promotional shipping rates. Any applicable promotion will be clearly displayed on our website or at checkout.

5. Tracking

Where tracking is available, tracking information will be provided after your order has been dispatched.

Please allow some time for tracking information to become active after dispatch.

Tracking updates may occasionally take several days to appear while your parcel is travelling between facilities or countries.

6. Delivery Delays

We work with our delivery partners to provide reliable delivery, but delays can occasionally occur.

Delays may be caused by:

  • Courier or postal network disruptions
  • Customs processing
  • Severe weather
  • Public holidays
  • High shipping volumes
  • Incorrect or incomplete delivery information
  • International transportation delays
  • Other circumstances outside our reasonable control

If your order has not arrived within the expected timeframe, please contact us so we can investigate the shipment and assist you.

Nothing in this Shipping Policy limits any rights you may have under applicable consumer law.

7. Lost or Missing Orders

If your order appears to be lost or has not arrived within a reasonable timeframe, please contact VXENÉ.

We will investigate the shipment with the relevant delivery provider and work to determine an appropriate solution.

Where VXENÉ is responsible for the delivery, we will provide any remedy required under applicable consumer law.

8. Damaged Parcels

If your parcel arrives damaged, please contact us as soon as reasonably possible.

Where possible, please take photographs of:

  • The outer packaging
  • Any visible damage
  • The product
  • The shipping label

These photographs may help us investigate the issue with the delivery provider.

If the product itself is damaged or faulty, please contact us so we can assess the issue and provide an appropriate remedy where required.

9. Incorrect Delivery Information

Customers are responsible for providing accurate delivery information when placing an order.

Please carefully check your:

  • Full name
  • Delivery address
  • Suburb/city
  • Postcode
  • Contact details

If you realize that you have entered incorrect information, please contact us as soon as possible.

We will try to assist where an address change is possible, but we cannot guarantee that an address can be changed once an order has been processed or dispatched.

10. Multiple Shipments

If your order contains multiple products, your items may occasionally arrive in separate packages.

This may occur when products are processed or dispatched separately.

Where this occurs, you may receive separate tracking information for each shipment.

11. Customs, Duties and Import Charges

For orders delivered internationally, customs duties, import taxes or other government charges may apply depending on the destination and applicable laws.

Where these charges apply and are not included at checkout, they may be payable by the customer.

Customers are responsible for complying with applicable import requirements in their country.

12. Delivery Address

Orders will be shipped to the delivery address provided at checkout.

Please ensure that your delivery address is complete and accurate before placing your order.

VXENÉ is not responsible for delays resulting from incorrect or incomplete information supplied by the customer, subject to your rights under applicable consumer law.

13. Contact Us

If you have any questions about shipping or your order, please contact us:

VXENÉ
Email: [YOUR CUSTOMER SERVICE EMAIL]

Please include your order number when contacting us about an existing order so that we can assist you more efficiently.