Shipping policy

Thank you for choosing to shop with Wilson Charlotte. As a professional New Zealand online retailer specializing in consumer electronic products, we focus on standardized order processing and safe logistics distribution. We strive to ensure all electronic devices are well-packaged, formally dispatched, and delivered to customers safely and efficiently. The following terms constitute our official shipping policy for all store orders.

1. Order Processing Time

After your order is successfully confirmed and paid, our team will complete product inspection, quality verification and sealed packaging within 1 to 3 business days. Processing work is suspended on New Zealand local weekends and statutory public holidays, which will not be counted into the processing cycle.
During peak order periods, platform promotion activities or inventory adjustment stages, order processing cycles may be moderately prolonged. In the event of obvious delays that affect the normal delivery schedule, we will promptly send email notifications to customers to update the latest order progress.

2. Shipping Rates and Delivery Estimates

Logistics and shipping fees for all consumer electronic orders are calculated based on product specifications, package volume, shipping destination and logistics standards. The exact shipping cost will be fully displayed and confirmed on the checkout page before order payment, with no hidden charges or free shipping services provided.
Our default standard shipping cycle is approximately 14 business days after order dispatch. All delivery times are reference values only. Actual delivery progress may be affected by logistics carrier scheduling delays, cross-border customs clearance progress, severe weather, regional logistics restrictions and holiday arrangements, and the final delivery time shall be subject to actual logistics conditions.

3. Shipment Confirmation and Order Tracking

Once your electronic product order is dispatched from our warehouse, our system will automatically send a shipment confirmation email to your reserved mailbox. The email contains complete logistics information, including official tracking number and carrier inquiry channel.
Please note that logistics tracking data requires a certain synchronization cycle. Normally, tracking status and detailed transportation records will be officially updated and available for inquiry within 24 to 48 hours after shipment. If the tracking information is abnormal for a long time, you can contact our customer service for manual checking.

4. Incorrect Address Disclaimer

Customers are required to fill in accurate and detailed shipping information including recipient name, valid contact number and complete delivery address when placing orders. Please verify all information carefully before payment to avoid logistics errors.
Wilson Charlotte shall not undertake any liability for delivery failures, package loss or wrong delivery caused by incorrect, incomplete or invalid address information provided by customers. If the package is returned due to address errors, customers need to bear all return logistics costs, and additional reshipping fees will be charged for secondary delivery.

5. Lost or Damaged Packages

 If your package is suspected to be lost during logistics transportation, please submit a formal inquiry to our customer service team within 7 days after the estimated delivery date. We will cooperate with the logistics company to check the transportation track and follow up on the settlement process.
Consumer electronic products are precision devices. If you receive products with broken appearance, functional damage, missing accessories or extrusion damage caused by transportation, please feedback to us within 48 hours after receiving the package. You need to provide real photos or unboxing videos of the damaged products and original packaging. We will verify the problem efficiently and provide reasonable solutions to protect your legitimate rights and interests.

6. Apparel Care and Usage Notice

All consumer electronic products sold by Wilson Charlotte are attached with official user manuals and daily maintenance guidelines. Customers shall use, install and maintain electronic devices in strict accordance with product specifications and official operation standards.
We do not assume any after-sales responsibility for product failure, functional damage or performance attenuation caused by private disassembly, unauthorized modification, improper use, artificial damage, non-compliant charging and daily maintenance errors. Any damage caused by improper customer operation will not be included in our after-sales warranty scope.

7. International Shipping and Customs Notice

For all international and cross-border shipping orders, the local customs department of the destination country may collect import tariffs, customs inspection fees and other related taxes and fees in accordance with local foreign trade policies and regulatory provisions.
All customs-related expenses are independently borne by the customer. The product price and shipping fee charged by our store only cover product value and basic logistics transportation costs, excluding any cross-border tax and customs fees. Customers shall abide by local customs regulations and complete tax declaration and payment procedures independently. We will provide complete order certification documents to assist customs clearance.

8. Contact Information

If you have any consultation, feedback or dispute questions about our shipping rules, order logistics status and product delivery issues, please feel free to contact us via the official contact channels below:
Trade Name: Wilson Charlotte
Phone Number: +64 27 226 0858
Email: info@wilsoncharlottecase.shop
Physical Address: 134 Sunset Place, Greymouth, WTC 7805, New Zealand