Shipping policy

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 $199

International shipping: Prices available on checkout.

2. Delivery Times (business days from dispatch)

NZ

Urban (NZ Post/CourierPost) | 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 30 days from delivery to return unused items in original packaging.

Return shipping is free – we’ll refund you the shipping costs on receipt of your items.

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

Refill capsules 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.