Shipping & Returns Policy
LAST UPDATED: 25 SEPTEMBER 2026
1. Shipping Locations & Dispatch
All orders across both of our regional storefronts are packed and dispatched directly from our headquarters in Wellington, New Zealand.
• New Zealand Store (silkdoctrine-nz): We ship to addresses within New Zealand.
• Australia Store (silkdoctrine-au): We ship to addresses within Australia.
Please ensure you select the correct regional store for your delivery destination during checkout.
2. Shipping Costs & Delivery Times
Shipping Calculation: Shipping fees are not included in the item price and are calculated dynamically at checkout based on your order size and delivery address.
Fulfilment: We aim to process and dispatch all orders within 24 hours on weekdays (excluding NZ public holidays). Partnering with trusted couriers, we ensure your order reaches you quickly and safely, with tracking details sent straight to your inbox upon dispatch.
NZ Delivery
• Estimated shipping cost: from NZ$7.50 (calculated at checkout based on order size and destination)
• Target time (after dispatch): 1 to 3 working days
AU Delivery
• Estimated shipping cost: from AU$16.50 (calculated at checkout based on order size and destination)
• Target time (after dispatch): 3 to 5 working days
While we make every effort to deliver on time, delivery times are estimates only and may be extended by factors beyond our control (such as customs, quarantine, or courier delays). We cannot accept liability for third-party delays.
3. Change of Mind Returns
We do not offer returns, exchanges, or refunds for change of mind.
Please double-check your order details, selected products, quantities, and delivery address before completing your purchase. Addresses cannot be changed after this.
4. Damaged, Defective, or Incorrect Items
While we do not accept change-of-mind returns, we fully comply with statutory consumer rights under the New Zealand Consumer Guarantees Act 1993 and the Australian Consumer Law.
Damaged in transit or wrong item received
If your order arrives damaged, or you receive the wrong item, please contact us within 7 days of receiving your package:
Email us at silkdoctrine.nz@humblebee.co.nz (for NZ orders) or silkdoctrine.au@humblebee.co.nz (for AU orders).
Include your order number, a clear description of the issue, and photos showing the damage or incorrect item.
If confirmed, we will arrange a replacement or issue a full refund (including applicable shipping costs) at no extra charge to you.
This 7-day window helps us raise timely claims with our couriers, and does not limit your rights below.
Faulty or defective products
Our statutory obligations under the CGA and ACL relate to the product itself being safely and correctly manufactured and fit for its intended use as a cosmetic product - for example, contamination, spoilage before the stated use-by date, damaged packaging, or an incorrect formulation. These rights are not limited to the 7-day window above. They do not extend to a product failing to deliver a particular individual’s expected cosmetic outcome, as skin response varies between individuals.To make a claim:
1. Email us at silkdoctrine.nz@humblebee.co.nz (for NZ orders) or silkdoctrine.au@humblebee.co.nz (for AU orders
2. Humble Bee Bio is based in beautiful Wellington / Te Whanganui-a-Tara, NZ.
3. We will assess your claim and, if confirmed, arrange a repair, replacement, or full refund in accordance with your statutory rights.
Returning the item
Where a physical return is required to assess or process your claim, we will provide a prepaid return label or arrange collection at our cost - you will not be asked to pay for the return of a genuinely faulty, damaged, or incorrectly supplied item. For hygiene and safety reasons, we may in some cases process your claim from photos/video alone without requiring the product to be returned; we will let you know which applies when you contact us.
Refund timing
Once a refund is approved, we aim to process it to your original payment method within 5–10 business days.
5. Contact Us
If you have any questions about shipping rates or your order delivery, please reach out to our team:
• Email: silkdoctrine.nz@humblebee.co.nz (NZ) or silkdoctrine.au@humblebee.co.nz (AU orders).
• Postal Address: Level 2, 57 Willis Street, Wellington 6011, New Zealand