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Shipping & Returns

Shipping Timeframes

We aim to dispatch all online orders within 2 business days of purchase. Once your order has been processed, you’ll receive a tracking number via email so you can follow your parcel’s journey.

All orders are shipped via NZ Post, and estimated delivery timeframes are as follows:

Within New Zealand

Flat-rate shipping of $9.50 NZD applies to all orders.

  • Auckland: 2–3 business days
  • North Island (outside Auckland): 3–5 business days
  • South Island: 5–7 business days

Shipping to Australia

We offer flat-rate international shipping to Australia for $11.50 NZD.
Estimated delivery is 7–12 business days, depending on your location. Please allow extra time for customs clearance or delays beyond our control.

What do I do if my item is damaged, faulty or incorrect?

We’re sorry if there’s an issue with your order. While all change-of-mind purchases are final sale, we will of course help if your item arrives damaged, faulty, or you have received the wrong item.

Please contact our Customer Services team at marketing@dovehospice.org.nz within 2 days of receiving your order. Please include your order number, a description of the issue and photographs where possible.

If your return is approved

For approved faulty, damaged or incorrect items, we will provide you with a return bag and return slip so you can send the item back to us.

Once we receive and assess the returned item, we will process a refund for the purchase price of the item only. Original shipping costs are non-refundable.

For online returns, please include:

  • Your order number
  • The reason for the return
  • A description of the fault or issue
  • Photos of the item, where applicable

Please do not send an item back to us before contacting our Customer Services team and receiving return instructions.

We appreciate your understanding and will always do our best to resolve genuine issues as quickly as possible.

HELP, where is my order?

If you’ve placed an order but haven’t received your confirmation email within 48 hours of purchase, please email marketing@dovehospice.org.nz 

Please allow two business days for a response from our customer service team regarding your refund and/or assistance with tracking orders and inquiries. We appreciate your patience as we strive to provide the best possible support.

Returns & Refunds

At PrelovedByDove, we carefully inspect and photograph our preloved items before they are listed online. As all of our items are donated, preloved and often one-of-a-kind, all online purchases are final sale.

Change of Mind

We do not accept returns, exchanges or provide refunds for change-of-mind purchases.

This includes situations where:

  • The item does not fit as expected.
  • You have changed your mind about the purchase.
  • The colour, style or appearance is different from what you expected.
  • You have found the item elsewhere for a different price.
  • You no longer want or need the item.

Please carefully check the measurements, photos, description and condition of an item before purchasing. If you need any additional information about an item, please contact our team before placing your order and we will be happy to help where possible.

Preloved Items

All items sold through PrelovedByDove are preloved and may show signs of previous wear. We make every effort to accurately describe and photograph the condition of each item, including any noticeable marks, flaws or signs of wear.

Minor imperfections, variations in colour due to lighting or screens, and normal signs of previous use are not considered faults where these have been reasonably disclosed in the listing.

Faulty or Incorrect Items

While all sales are final, we understand that mistakes can occasionally happen.

If you believe your item is faulty, significantly not as described, or you have received the wrong item, please contact us within 7 days of receiving your order at [insert email address] with your order number and photographs of the issue.

We will assess the issue and, where required under the Consumer Guarantees Act 1993, work with you to provide an appropriate remedy.

If an item is confirmed to be faulty or incorrectly supplied, we may offer a repair, replacement, refund or other appropriate remedy depending on the circumstances and availability of the item.

Before You Purchase

Because our pieces are preloved and many are one-of-a-kind, we encourage you to take your time when choosing your items.

Please review:

  • All product photos
  • The full item description
  • Measurements provided
  • Condition details
  • Any noted flaws or imperfections

If you are unsure about anything, please contact us before purchasing. Our team will be happy to provide additional information where possible.

By placing an order with PrelovedByDove, you acknowledge that our change-of-mind returns and exchanges are not available and that our items are sold as preloved goods, subject to the rights and remedies provided by New Zealand consumer law.

PrelovedByDove is proudly part of Dove Hospice & Wellness. Every purchase helps support our hospice services and the work we do in our community.

Click & Collect

Save on shipping by choosing Click & Collect at checkout!

Your order will be available to collect from our Dove Hospice & Wellness shop at:

28 Lunn Avenue, Mt Wellington, Auckland

Once your order is ready for collection, we’ll send you an email letting you know it’s ready to collect. Please wait for this confirmation before coming to the shop.

Collection Information

  • Please bring your order confirmation or order number when collecting.
  • Orders can be collected during our shop opening hours.
  • If someone else is collecting your order on your behalf, please provide them with your order number.
  • Orders will be held for 7 days from the date you receive your collection-ready email.
  • If you’re unable to collect within this timeframe, please contact us at marketing@dovehospice.org.nz.

Please note that Click & Collect is only available from our 28 Lunn Avenue, Mt Wellington location.

Thank you for choosing Click & Collect and supporting Dove Hospice & Wellness. Every purchase helps support our hospice services and the work we do in our community.