An order confirmation email is sent to your nominated email once the order has been successfully placed. If you did not receive this email, then it is possible that your order was not placed correctly, if you are unsure, please email info@syuu.co.nz to check if we have received it. Please remember to check that the confirmation email hasn’t been delivered to your junk/spam.

We aim to dispatch orders within 3 business days . During sale times dispatch will take longer than usual. Please be patient while we will pick, pack and ship your order as soon as possible.

You will be emailed a shipping confirmation with tracking once your order has been collected and scanned in to the courier network.

All of our products are in stock and available to be dispatched from our Auckland based warehouse.

If an order is received that unfortunately cannot be filled, we will issue a refund for that item. Items in a cart or wish list are not reserved. Sometimes our customers are faster than our servers and on rare occasions we may need to cancel orders if we find that stock is not available for you.

Sorry we are 100% online.

If your order hasn't been shipped then we may be able to change it. Please email info@syuu.co.nz with your order number and details of the amendment(s) you require. We will reply to your e-mail to confirm if the amendment has been possible.

Unfortunately, if your order has been shipped it won’t be possible to amend it.

Contact us on info@syuu.co.nz asap! Our team will try to intercept your order before it leaves our warehouse to update your address.

The best way to be alerted when a product is restocked is to enter your email address on the product page. You will be emailed as soon as they are restocked.

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled you will be emailed a shipping confirmation with tracking once your order has been collected and scanned in to the courier network which can take up to 1 business day from when we have packed your order depending on their pick-up schedule.

Shipping fees are non-refundable in the case of returns.

Please note we do not ship orders on weekends or public holidays.

Please ensure your shipping address is correct, we will not be held responsible for un-delivered orders due to incorrect delivery details.

FREE shipping for orders over $150.00

Otherwise the shipping rates:

Auckland region - $6

North Island (excluding Auckland region) - $7

South Island - $8

Sent via tracked courier. Deliveries should arrive 3-5 business days from dispatch. Please use the tracking email to follow your delivery. Rural allow another few days for delivery.

You can select whether signature upon delivery is required. If no signature required is selected and the package goes missing AFTER delivery with correct courier GPS location, then that is at the customers' own risk.

All free shipping order amounts are after any discounts are applied and exclude OVERSIZE items.

We're sorry, but we do not ship to international destinations for orders placed online.

Customers outside of the New Zealand who wish to purchase Syuu products, please contact us directly.

If for any reason an item is not what you expected, the wrong colour/size or you are unhappy with it, it can be returned for an exchange or credit note (excluding shipping costs) provided that it is as new and saleable condition.

Our returns policy lasts 14 days. Please see our return policy.

We do not offer returns or exchanges on sale items.

Several types of goods are EXEMPT from being returned –

* SALE items

* Art prints and posters

* Gift cards

* Shipping costs are NOT refunded unless the item is defective.

While we take extra care when packing your order, occasionally we make mistakes. If you have received the wrong item or size, please contact us at info@syuu.co.nz and we will send out the correct item and arrange for the return of the incorrect item at our cost of course.

You have only been charged once from our end. Some banks often temporarily show two charges - one is an authorization charge which isn't actually a charge and then the charge itself. The authorization charge will automatically drop off your statement. Unfortunately, this is something we have no control over. Please contact your bank should have any further issues.

Apologies! Should an item be faulty, please contact us immediately by emailing info@syuu.co.nz with your name, order number and details of the fault including a photo. Fault claims must be emailed to us within 14 days of receiving the goods so please inspect them when they arrive.

Returns of faulty items will only be accepted if the goods were faulty when delivered to you. Damage due to use is not considered a fault.

We will email you a pre-paid courier label via email to send the faulty item back to us. Please clearly state if you require a refund or a replacement. If the item purchased is out of stock or no longer available, then you will be offered a full refund to the value of the item at time of purchase and shipping costs incurred.

If you are purchasing in advance for a gift, please inspect the item(s) when you receive the delivery.

Note: if the problem is due to courier damage, we MUST be emailed within 3 days of you receiving the goods.

Note: some items are handmade so slight variances in measurements, colours and designs are to be expected and these variances are not considered faults.

Warranties typically cover "manufacturing defects" and do not cover "wear and tear". "Wear and tear" are damage incurred during normal and intended use of the product. NOT covered by warranty are any damages incurred during improper or unintended use of the product, including but not limited to: rough use, children using items unsupervised, excessive use, stains, improper care/use/washing.

Sorry this is a rare problem but we understand how frustrating it is.

Please email us at info@syuu.co.nz with your order number and a photo of the damaged packaging and products. You must notify us of the damage within 3 days of delivery so we can initiate a claim with our couriers.

Please keep ALL damaged items and the packaging as the couriers may need to recollect them for the claim.

Please note we take up to 3 business days to dispatch orders. During sale times dispatch will take longer than usual. Please be patient while we will pick, pack and ship your order as soon as possible.

Then check the tracking link you have been sent, this may be in your junk folder. Once the tracking number has been assigned it can take a day or so for the courier to scan in your parcel so please check again the next day if the tracking is showing no details.

If your goodies should have arrived to you by now and the tracking has not changed in the past day or two please email us at info@syuu.co.nz with your order number so we can chase this up for you.

For courier non-delivery claims you MUST contact us within 17 days of your order being dispatched to query the non-delivery.

We have priced our store reasonably so no we do not have regular sales. We prefer to reward our regular customers using our reward program.

However we occasionally want to say thank you to our customers and offer quick flash sales make sure you are subscribed to our email newsletter and follow us on social media so you are the first to know!

You will enter the promotional or discount code on the right-hand side of the payment page and make sure you click Apply. Please note that promotional / discount codes can only be used once and cannot be combined with any other discount or promotion.

Sorry you can only use one discount code per order. However you can pay for a sale order with a gift card code.

If your item was purchased on sale using a discount code then the normal refund/exchange terms below apply. If you purchased a sale item from our SALE section we unfortunately cannot accept returns/exchanges unless faulty.

Other discount codes cannot be used in conjunction with store sale.

Please allow a few more days for dispatch due to order volumes during sales. Orders will be dispatched in the order they are placed please do not email for priority dispatch.

We unfortunately cannot edit any sale orders once placed.

Discount cannot be applied to previous orders and items cannot be placed on hold during sales.