Our collectibles are incredibly unique, hand painted, and often limited edition. Until we have confirmation from the post office/ courier that an order has been declared lost we cannot provide a replacement order.
Any claims must be raised within 90 Days of the shipping date. We can no longer raise a claim with a postal service after this period and will not be able to issue a refund.
Please contact the shipping company first for updates about your order. Once you've confirmed your order has been declared lost, please notify our team at support@wetanz.co.nz with confirmation from the shipping company.
It can take anywhere from 6-8 weeks for a courier / postal service to find missing orders sometimes longer. Customers seeking a replacement will need to wait until we have confirmation from the courier. If you prefer to have a refund, we will refund your order and continue the claims process separately.
A replacement order is provided if:
- Your order is declared lost by the postal company on a tracked service.
- The wrong item was received and your order is still in stock.
- We still have the item in stock.
Untracked Parcels
Wētā will not be liable to fulfil any replacement request for orders lost in transit under an untracked service.
We will of course, help you receive a replacement order, but please note, we will not send a replacement under the same untracked service if the product is still in stock.
The customer would be liable to pay the shipping charge for a tracked courier service.
Support will email the customer with a payme link or Paypal money request for payment.
Should the customer refuse to pay the shipping charge, we'll have the order cancelled and refunded with x2 shipping deducted to cover dispatch and return cost. A cancellation fee may also apply.
If you still need support, please contact us here.