The most common reason a parcel may return to Wētā Workshop are

  • There have been x3 failed delivery attempts by the postal company
  • You have provided the wrong or an incomplete shipping address
  • You have failed to accept and pay any associated custom fees
  • You have failed to arrange collection or re-delivery with the postal company
  • The order invoice is missing from the parcel
  • You cancelled an order that had already left our warehouse

When your Parcel is returned to sender and has been confirmed by our warehouse team

  • We will notify you by email with the reason for return
  • Depending on the reason, provide a way to resend your order or send you a refund. 

Failed delivery/ wrong details provided

  • We will notify you by email.
  • You'll have the option for parcel to be re-sent or cancelled.
  • If you would like us to resend your shipment, we will provide you with a PayMe link or money request (Paypal) to complete the shipping charge again. We will also ask you again for your correct shipping address.
  • If you prefer to cancel, we'll refund the price of your item excluding the original shipping cost and deduct the return shipping costs. We will also apply a $20 USD cancellation and handling fee.
  • You will have 5 business days to respond to the return-to-sender email. If no response is provided, the order will be cancelled and refunded with cancellation and handling fees applied.

Failure to clear customs

Customers are liable to pay any customs fees associated with any international parcel. Customers who refuse an order due to customs fees will be refunded after the item has been returned and minus the cost of return shipping.

  • We will notify you by email.
  • Your order will automatically be cancelled and refunded upon return.
  • We will refund the price of your item excluding the original shipping cost and deduct the return shipping costs. We will also apply a $20 USD cancellation and handling fee.

Change of mind

In the case we're not able to stop the shipment and you still wish to cancel, you will also be asked to

  • Return the item at your cost
  • Once the item arrives receive a refund less the original shipping cost and a $20 cancellation fee.

Error is by Wētā

  • We will notify you by email and our warehouse will have your order resent at our expense.


If you still need support, please contact us here.