Shipping policy

We want to make sure your order reaches you as smoothly and quickly as possible. Below is everything you need to know about our shipping process — including how to protect your package from loss, damage, or theft.

Shipping Protection (Optional)

What is it?

During checkout, you can add Shipping Protection to your order. It's our way of taking on all the risk of shipping, so you don't have to stress about lost packages, transit damage, or porch theft.

How it works:

We offer protection at different price points based on your cart value (all with the same great coverage):

  • Small orders: Lower protection fee
  • Larger orders: Slightly higher fee (but still very affordable)

No matter which tier, you get:

  1. Full coverage against loss, damage in transit, or theft after delivery
  2. Your choice: Replacement, store credit, or full refund — whatever works best for you
  3. Fast resolution: New product shipped within 48 hours
  4. No hassle: We handle everything — no claims process needed

Why offer this?

Honestly? Because waiting weeks for carrier claims is frustrating, and we'd rather just send you a new order immediately. This lets us do that without it hurting small business margins. It's genuinely about making your experience better, not making extra profit.

Don't need it?

No worries! You're welcome to skip it — we'll still do everything we can to help if issues arise. Just know that claims through Australia Post can take 2-4 weeks, and you'll need to lodge the claim first before we can assist.

Processing Times

We aim to process all orders within 2 business days. Orders placed on weekends or public holidays will be packed and shipped on the next business day.

As soon as your order is on its way, we'll send you a confirmation email with tracking details so you can follow its journey.

Shipping Rates & Delivery Times

We offer the following shipping options:

  • Standard Shipping: Estimated delivery within 3–5 business days
  • Express Shipping: Estimated delivery within 1–2 business days
  • International Shipping: Currently available to New Zealand. We may ship to other countries on request — please get in touch at hello@nokori.co

Shipping costs are calculated at checkout based on your location and chosen shipping method.

International Shipping

If you're ordering from New Zealand, your parcel will be shipped using a tracked service.

For all other international enquiries, reach out to us at hello@nokori.co and we'll do our best to help.

Please note: Any import duties, taxes, or customs fees are the responsibility of the customer and will need to be paid upon arrival.

Order Tracking

Once your order is on the move, you'll receive an email with your tracking number. Please allow up to 12 hours for tracking information to update.

You can track your package at: auspost.com.au/mypost/track

Lost, Delayed, or Missing Packages

If you added Shipping Protection:

Contact us at hello@nokori.co within 30 days of expected delivery. We'll ship you a replacement within 48 hours, or provide store credit or a full refund — your choice. No claims process, no waiting. Just quick resolution.

If you didn't add protection:

We'll absolutely still help! Here's the process:

  1. Lodge a claim with Australia Post using your tracking number (found in your shipping confirmation email)

  2. Email us at hello@nokori.co with:

    • Your order number
    • The AusPost case/reference number
    • A copy of their response

  1. We'll assist you the best way we can based on the claim outcome

Please note: AusPost investigations typically take 2-4 weeks, and outcomes depend on their policies. They often require proof of theft for porch theft claims. We'll do everything we can to support you, but the timeline and result are determined by the carrier.

Damaged Packages

If you added Shipping Protection:

Email us at hello@nokori.co within 14 days with photos of the damaged item and packaging. We'll ship you a replacement within 48 hours, offer store credit, or refund you — whatever you prefer. Done.

If you didn't add protection:

We'll help you through the process:

  1. Lodge a damage claim with Australia Post (they require photos of the item and packaging)

  2. Email us at hello@nokori.co with:

    • Your order number
    • Photos of the damage
    • The AusPost case/reference number
    • Their response
    • We'll assist you while your claim is processing

Please note: AusPost damage claims usually take 2-4 weeks to resolve. Once approved, we'll sort out your replacement or refund. We'll support you throughout, but the timeline is in their hands.

Incorrect Shipping Information

Please double-check your shipping details before completing your order. If you realise there's an error, let us know as soon as possible at hello@nokori.co.

While we'll do our best to update your details, once an order has been shipped, we're unable to make changes.

Questions About Shipping?

If you have any questions about shipping, tracking, or Shipping Protection, we're always happy to assist — just reach out to us at hello@nokori.co

For product returns, exchanges, and quality issues, please see our Returns & Refund Policy.