FAQ

Orders & Payments

What payment methods do you accept?
A: We accept all major credit/debit cards, PayPal, AfterPay and other secure payment methods at checkout. 

Can I cancel or change my order after placing it?
Once an order is placed, we begin processing it immediately. If you need to make a change, please email us at flutters.nz@gmail.com as soon as possible, and we’ll do our best to assist you.

Shipping & Delivery

Where do you ship from?
We ship from New Zealand.

Do you ship internationally?
Currently, we only ship within New Zealand & Australia, but we’re working on expanding! Stay tuned for updates.

How long does shipping take?

  • New Zealand: 3-7 business days
  • Australia: 7-14 business days
    (Processing time is 1-3 business days. Rural areas may take longer.)

How much is shipping?

  • New Zealand: $X NZD (free shipping on orders over $XX NZD)
  • Australia: $X NZD (final cost will be displayed at checkout)

How can I track my order?
Once your order is shipped, you’ll receive a tracking number via email.

Returns & Exchanges

Do you accept returns?
We only accept returns or exchanges if the item is defective or damaged upon arrival. Please make sure you review your chart before placing an order as we do not do exchanges on change of mind.

What if my item is damaged or incorrect?
If you receive a damaged or incorrect item, please email flutters.nz@gmail.com within 7 days of receiving your order with your order number and photos of the issue. We’ll make it right!

Taxes & Duties

Do I have to pay taxes on my order?
All prices are listed in NZD and include GST (if applicable).

Will I have to pay customs fees?
Orders shipped to Australia may be subject to customs fees or duties, depending on your country’s regulations. Any additional charges are the responsibility of the customer.

Product Care & Support

How do I care for my Flutters lifting straps and ankle straps?
To keep your gear in top shape, hand wash with mild soap and air dry. Avoid machine washing to preserve the 3D embroidered butterflies.

How can I contact customer support?
You can reach us anytime at flutters.nz@gmail.com or through our Instagram DMs @flutters.nz.