FAQ // Shipping // Returns

GUARANTEE

We stand proudly by our products. If you've purchased product from us that doesn't perform as it should, please Contact Us for a repair, exchange, or refund.

SHIPPING COSTS / DELIVERY INFORMATION 

Alchemy Equipment ships all around the world, to just about anywhere!

Orders will usually be processed within 48 hours of order placement, Monday through Friday. 

Orders placed on weekends or following public holidays will be processed within the following 2-3 business days. 

For Clearance items, please allow an extra 1-2 days for order processing.

NEW ZEALAND

Orders More than $100: Free Shipping to a NZ Address
Orders Less than $100: $10 NZD Shipping Fee

Most NZ orders are delivered within 2 business days of dispatch. Rural deliveries may take up to an additional 2 days.

Unless specified, we ship all New Zealand orders with NZ Post. You can track your order using your tracking number on their website. Your tracking number will be included in your shipping confirmation email. Allow 24-48 hours for tracking codes to activate. 

If your order is taking longer than usual to arrive, please contact NZ Post for a delivery update.

Australia

Orders More than $200: Free Shipping to an AU Address
Orders Less than $200: $25 NZD Shipping Fee

Expected delivery of Australian orders is 5-7 working days for major cities. However, when orders reach Australia, they may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates.

Unless specified, we ship all Australian orders via NZ Post, which arrives via AUSPOST. You can track your order using your tracking number on both the NZ Post and AUSPOST websites. Your tracking number will be included in your shipping confirmation email. 

If your order is taking longer than usual to arrive, please check your order status with AUSPOST for a delivery update and if needed Contact Us for further assistance.

INTERNATIONAL (REST OF THE WORLD) SHIPPING RATES & DELIVERY TIMES

Orders More than $450 NZD: Free Shipping
Orders Less than $450:

  • United States & Canada: $50 NZD Shipping

  • Austria, Germany, & Switzerland: $50 NZD Shipping 

  • Hong Kong, Japan, & Taiwan: $40 NZD Shipping

Expected delivery for international orders is up to 10 working days. However, when orders reach the destination country, they may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates.

Unless specified, we ship all international orders via DHL. You can track your order using your tracking number on the DHL website. Your tracking number will be included in your shipping confirmation email. If your order is taking longer than usual to arrive, please Contact Us or DHL for a delivery update.

Customs clearance varies by country. Your country may charge customs duties, sales tax/VAT, and other fees. These fees are your responsibility. Please contact your local customs office for more information. If tax/VAT fees apply and you decline to accept your order, we will arrange the return of your order to New Zealand. Shipping and handling fees incurred on declined orders will be deducted from refunds.

 

PAYMENT TERMS

All orders will be charged in New Zealand dollars (NZD). Please note that the currency exchange rate is determined by international credit card providers. If purchasing with a credit card that is not linked to a New Zealand bank account, the NZD amount that appears on your credit card statement may vary slightly from the price advised at point of sale if there is any currency fluctuation, or any fees added by your credit card provider. Alchemy Equipment will not be liable for any of these costs which are outside of our control.

 

RETURNS & EXCHANGES

ONLINE PURCHASES

Alchemy Equipment products (excluding underwear and socks) can be returned up to 30 days from the date of purchase, provided the item is in 'as new' condition - unworn, unwashed, with original tags still attached. Please complete and include the return form that came with your order.

For exchanges, please Contact Us to check that we have the replacement in stock. We will cover the shipping fees for sending the replacement item to you.

We will happily exchange purchases (excluding shipping fees) that meet the criteria. For change-of-mind purchases and exchanges that meet the above criteria, you will need to pay the return shipping. 

Products returned in their original condition after 30 days will be eligible for store credit at the current selling price or the promotional price that was offered at the time of purchase.

If your item is eligible for a refund (by meeting the criteria above), it will be processed via the same payment method used for the original purchase. Refunds can take 3-5 business days to process once we receive the returned items.

If we make a mistake and send you the wrong or an incomplete order, or if you receive a damaged product, please  Contact Us and we'll work with you to resolve this immediately. We will arrange the return freight at our cost, and ensure a replacement is on its way to you ASAP.

INTERNATIONAL RETURN

If returning an order from outside New Zealand, please ensure that you indicate on the outside of the parcel that it contains goods being returned from a web sale.

If tax/VAT/ customs fees apply and you decline to accept your order, we will arrange the return of your order to New Zealand. Shipping fees incurred on declined orders will be deducted from any refund. 

Please allow 7-10 days for international refunds to be processed.

IN-STORE PURCHASES

Alchemy Equipment does not give refunds for change of mind on items purchased in-store.

Goods may only be exchanged within 7 days of purchase in 'as new' condition - unworn, unwashed, with original tags still attached and accompanied by a receipt.

If your product doesn’t perform as it should or is faulty, you can choose between a refund, repair, or exchange. If you’re not sure, please Contact Us 

RETURN ADDRESS

Alchemy Equipment Ltd.
Attn: Web Returns
17 Tanner Street
Christchurch 8023
New Zealand

 

ALCHEMY CLUB MEMBERS

LOGIN ISSUES

If you joined the Alchemy Club while making a purchase in one of our stores, this does not create you an online account. To access any Alchemy Club points you earned while making an in-store purchase, please sign up as a new user and use the same email address you used in-store. Your in-store account and online account will take up to 24 hours to sync and, once complete, your Alchemy Club points balance will be visible by clicking on the ALCHEMY CLUB tab at the bottom-left of our site.

ALCHEMY CLUB POINTS

As detailed on our Alchemy Club page, Alchemy Club points are awarded to your account on eligible* purchases. These points can be exchanged for vouchers that can be used during the checkout process. To create a voucher once you have enough rewards points, log in to our website and click the ALCHEMY CLUB tab along the bottom left of our website. This opens a pop-up window that will let you exchange points for vouchers.

The voucher tiers are:

  • 200 Alchemy Club Points - $15 Voucher
  • 350 Alchemy Club Points - $30 Voucher
  • 500 Alchemy Club Points - $50 Voucher

Upon redeeming points for a voucher, the voucher code can be applied during the checkout process. Only one voucher can be used per purchase, and vouchers are not able to be used online when there is Alchemy Club-priced item in your cart.

* Clearance items do not earn Alchemy Club points.