Shipping and Returns

SHIPPING AND RETURNS

We will get your products sent on their way as soon as we can:

Within New Zealand

  • Shipping for purchases over NZ$100 is free.
  • Shipping for purchases under NZ$100 is NZ$10.
  • Indicative delivery time : up to 5 working days.

Australia

  • Shipping for purchases over NZ$200 is free.
  • Shipping for purchases under NZ$200 is NZ$25.
  • Courier Post with a tracking number will be used for delivery. Indicative delivery time: up to 10 working days.  Insurance is included.

Rest of the World

  • Shipping for purchases over NZ$400 is free
  • Shipping for purchases under NZ$400 is NZ$55
  • Courier Post with a tracking number will be used for delivery. Indicative delivery time: up to 15 working days.  Insurance is included.

The indicative delivery times above do not include order processing time.

Customs information

Depending on the destination country’s customs rules, either you or the recipient may have to pay additional taxes or import duties. MOTAT will not be responsible for any additional charges incurred in a destination country.

You agree to pay to us on demand any taxes, import duties or charges of a destination country which we incur. When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures. This can cause delays beyond original delivery estimates.

When ordering from the MOTAT, you are ‘importer of record’ and must comply with all laws and regulations of the destination country. Customs policies vary widely from country to country. Please contact the relevant customs office for more information.

Delivery

Ownership of, and risk in, goods couriered/shipped will pass to you when the carrier picks up the parcel.  We are not responsible for damage to any goods during transit.

Read more about our terms and conditions [new link]

Returns and exchanges

All sales are final and we are unable to accept returns for change of mind. Refunds, including courier/shipping charges, are only provided if the order is incorrect or the goods are faulty and you comply with our requirements below. Our policies are the same both in store and online.

Faulty and incorrect items

If your item is faulty or does not correspond with the item you saw and ordered on our online store, you may return it or exchange it. Please contact us as soon as you discover the problem.

Once we receive the return we will repair, replace or refund the item, at our discretion, within 30 days of receipt. Please advise your preference in this regard. If the item is faulty or incorrect, we will refund to you the courier/shipping costs of returning the item to us and cover all courier/shipping costs for the replacement or repaired item.

How to return a faulty or incorrect item

All faulty or incorrect items must be reported to us via email within three days of receiving delivery. Please include a photo if the fault is visible. Take care repacking your item; you are responsible for the product until it reaches us.

MOTAT does not accept responsibility for packages we do not courier/ship ourselves. Courier/shipping costs for the return of faulty or incorrect items will be refunded, but not otherwise.

We will send you an email confirmation when we receive the returned item. Send your returns to: MOTAT Retail, Gate C, Stadium Road, Western Springs, Auckland, 1022

How long will return processing take?

Once your returned item has been received, your refund will be processed in the original form of payment within five working days. You will be notified via email when this transaction has taken place. Your banking institution may require additional days to process this transaction to your account once they have received the information from the Museum.

Terms and conditions

Read more about our terms and conditions [new link]

Need more help?

If something goes wrong with your order, don't worry - we're just an email or phone call away [new link]