Shipping

We do everything we can to hit our delivery estimates, but delays can happen for reasons outside our control, weather, courier disruptions, customs, or high order volumes over busy periods.

Once your order leaves us, delivery timing is in your courier's hands. Unfortunately, a delay on its own doesn't entitle you to compensation, so it's worth keeping this in mind before you order if timing is tight (a gift for a specific date, for example).

For live updates on your parcel, your tracking email will have a direct link to check with our courier.

• Orders are dispatched within 1–3 business days from Auckland.
• The delivery estimate on your order is a guide, not a guarantee. Your tracking link (sent by email once your order ships) will always have the most current status.
• In rare cases, customs can cause a minor delay for Australian orders. If this happens, your local delivery service will usually have more detail than we do at that point.
• Shipping fees aren't refundable, including if customs fees apply on top.

Once your courier marks an order as delivered to the address you gave us, we're not able to take responsibility for it if it goes missing after that point, this includes parcels that are lost, taken, or misplaced after delivery.

To help avoid this:

• Have your order sent somewhere secure, like home or work, rather than a public or shared location
• Ask your courier about signature-on-delivery if you'd like an extra layer of security

If your courier marks an order as delivered but you genuinely can't find it, get in touch, we're happy to help however we can, even though we can't guarantee a resolution once it's marked delivered.

• Once your order is safely delivered, it's in your care, so please give it a check as soon as it arrives.
• If your piece arrives damaged due to rough handling in transit, or turns out to be faulty, let us know within 7 days of receiving it. We'll sort out a repair, replacement, or refund depending on the issue.

Pre-order items are fulfilled within 1–2 business days of arriving with us, in the order they were purchased. If anything's delayed on our end, we'll reach out directly.

• If your order includes both in-stock and pre-order items, we'll ship everything together once all items are ready.
• Want your in-stock items sooner? We can split your shipment for an additional $6.95, just email us at hello@brava.co.nz to arrange this.

If you've entered the wrong delivery address, we may not be able to update it in time once your order's been dispatched. In some cases, you may be able to redirect the parcel yourself directly through your courier's tracking link, check your tracking email for details on how.

Please note redirecting a parcel can add delays, and isn't always guaranteed to succeed, that's down to the courier, not us.

If your parcel is returned to us because the address wasn't right, get in touch and we'll arrange redelivery. An additional shipping fee may apply.

Any customs duties or import fees on Australian orders are the customer's responsibility, and aren't included in your order total. These are handled by Australian customs directly, so unfortunately it is out of our hands.

Shipping charges remain non-refundable either way.