Shipping policy
Effective Date: 7 November 2025
Thank you for shopping at Süla Water – New Zealand’s home of premium shower filters.
We ship from our Auckland warehouse and aim to make delivery fast, reliable, and hassle-free. Dispatch is usually same day if ordered before 2pm.
1. Where We Ship
New Zealand-wide: Free Shipping over $179
Australia Free Shipping over $199
Other International shipping: Prices available on checkout.
2. Delivery Times (business days from dispatch)
NZ
Urban (NZ Post/CourierPost) | 2–4 Days.
Rural; Allow more time.
AUS
Urban 3-5 Days.
Rural; Allow more time.
We’ll send you a tracking number as soon as your order ships.
3. Lost or Delayed Parcels
We partner with NZ Post and CourierPost – both offer full tracking.
If your tracking shows “delivered” but you haven’t received it, please check with neighbours or your safe-drop spot first.
Still missing after 48 hours? Contact us at hello@sulawater.co.nz with your order number and we’ll lodge a claim and send a free replacement or full refund.
4. Damaged Items
If your shower filter arrives damaged:
Take a photo of the packaging + damage.
Email us within 48 hours of delivery.
We’ll send a prepaid return label and ship a brand-new replacement the same day we receive your photos.
5. Change of Mind Returns (Consumer Guarantees Act)
Not 100% thrilled? You have 14 days from delivery to return unused items in original packaging.
Return shipping is free – we’ll email you a prepaid NZ Post label.
Refund issued within 24 hours of receiving the return.
(Excludes change-of-mind on sale/clearance items clearly marked “final sale”.)
6. Non-Returnable Items
Items that have been installed or used (for hygiene reasons).
Custom-made or personalised products.
7. Contact Us
Shipping questions? We’re real Kiwis and we answer fast.
Email: hello@sulawater.co.nz
We’re based in Rural Auckland and are proudly 100% New Zealand owned and operated.
Thanks for supporting local!
Süla Water Limited
9 Queen Street, Waiuku Auckland.