Shipping policy
All orders are packed and dispatched from our workroom at 131 Thackeray Street, Napier South, Napier, New Zealand.
Processing time
Orders are processed in 1 to 3 business days. Orders placed at the weekend or on a public holiday begin processing on the next business day.
Estimated delivery
Once your parcel is with the courier, please allow up to 15 business days for delivery. Rural addresses and outlying islands can take longer than city addresses, and courier delays around public holidays are normal.
Shipping cost
Shipping is calculated at checkout from the delivery address: the further the parcel travels from our workroom, the higher the courier rate. We do not publish flat-rate or free-shipping thresholds because the rate depends on distance and parcel size.
Tracking
A tracking number is emailed as soon as the courier scans the parcel. If tracking has not updated for 5 business days, email support@hiltonfashion.shop and we will follow it up with the carrier.
Lost or damaged parcels
- Damaged on arrival: contact us within 48 hours of delivery with photos of the parcel and the item.
- Lost in transit: contact us within 7 days of the expected delivery date so we can start a courier trace.
Customs and duties
Orders shipped within New Zealand do not attract customs duties. Any order sent outside New Zealand may be subject to import charges levied by the destination country; those charges are the responsibility of the recipient.