Questions
Please read the FAQ's below. If you can't find the answer you are looking for, please contact us.
Shipping & Delivery
How does shipping and delivery work?
Once you place an order, the team packages and ships it within 24–48 hours. You may receive products separately if ordered together to speed up delivery. Items are sent via Australia Post and usually arrive within 9- 14 business days. You’ll receive a tracking email when your order is dispatched. Signature is required at delivery unless you choose “Authority to Leave.”
How much do I pay for shipping?
Flat-rate shipping of $8.99 across New Zealand, regardless of how many items you order.
When will my order arrive?
Orders generally arrive within 9- 14 business days from dispatch. Australia Post sometimes shows delayed dates — this can happen occasionally, but it’s usually safe to expect delivery within that timeframe.
Help, I think my order is lost/hasn’t been delivered?
If Australia Post shows delays or your order hasn’t arrived within 20 days, contact Love Your Water. We can help start an investigation with Australia Post.
Can I change my shipping address?
Yes — provided the order hasn’t shipped yet, you can send new address details and they’ll update it. If your order has shipped, you may be able to redirect it using the tracking link from Australia Post. The company can’t retrieve packages delivered to an incorrect address.
Do you ship internationally?
Love Your Water ships only within New Zealand and Australia.
Are there any customs/import fees?
No — Love Your Water covers all customs and import fees.
Product Questions
Do you offer wholesale or bulk purchase discounts?
Products are only sold online and wholesale discounts for reselling are not offered. For large personal orders, contact us for possible arrangements (stock dependent).
Can I send an order as a gift?
Yes — just enter the recipient’s address as shipping and your own as billing. Invoices are emailed to you, so they don’t appear inside the box.
Are you stocked in any stores anywhere?
Nope, it’s just us! Love Your Water products are available exclusively through our online store. We currently ship to New Zealand and Australia.
RETURN & EXCHANGE
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk free trial of our products, during which you can return them at any time.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return the products?
We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30-day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Do I have to pay for returns?
We accept returns within 30 days of delivery. Returns shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
Returns can be sent to our Auckland, NZ- based warehouse for your convenience.
Simply contact our friendly team and we'll guide you through the process.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 5- 10 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.
PAYMENT
How secure is your payment?
All jokes aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All pricing for our New Zealand store is listed in New Zealand (dollars (NZD).
CONTACT US
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us or by emailing us at hi@loveyourwater.co. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your BRAND stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it via Contact Us.
Where are you located?
Our Love Your Water HQ is located in Auckland, New Zealand.
*Please note: Our Love your Water HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.
