This Shipping and Returns Policy applies exclusively to merchandise purchased throughout the Wingspan online store. It does not apply to bookings, experiences, memberships, gift vouchers or other products and services purchased through Wingspan. Separate terms and conditions may apply to these products and services.
Payment Options
We accept credit card payments online with Stripe secure processing. Alternate payment methods include:
- By phone (credit/debit card): call (07) 357 4469
- Direct credit: please contact us for details
- Donate through PAYE in the workplace (New Zealand residents and citizens)
Shipping
We aim to process and dispatch orders as soon as possible, usually within 5 business days of receiving your order.
Shipping costs are calculated at checkout based on the delivery address and the size and weight of your order.
Once your order has been dispatched, you will receive confirmation and tracking information.
Delivery Times
There are no overnight deliveries. Please allow up to two weeks for delivery.
Delivery times are estimates provided by the relevant courier or postal service and are not guaranteed. Delays may occur due to circumstances outside our control, including adverse weather, courier delays, public holidays, or other unforeseen circumstances.
Please ensure that your delivery address is correct when placing your order. We cannot accept responsibility for delays or additional costs resulting from an incorrect or incomplete delivery address supplied by the customer.
Lost or Damaged Orders
We take care when packing your order to ensure it reaches you safely. If your order arrives damaged, please contact us as soon as possible with details of the damage and photographs of the packaging and item.
If your order does not arrive within a reasonable timeframe, please contact us so that we can assist with tracking the delivery and, where appropriate, raise an enquiry with the delivery provider.
Rural Delivery
Additional delivery time may apply to rural addresses. Please ensure your address is entered correctly, including your rural delivery details where applicable.
International Orders
At this time, we do not offer international shipping.
Click & Collect
If click and collect is available, orders will be held for collection for 14 days. Please contact Wingspan to arrange collection. Please bring your order confirmation when collecting your purchase.
Changes to Orders
If you need to change your delivery address or other details after placing an order, please contact us as soon as possible. We cannot guarantee that changes can be made once an order has been processed or dispatched.
Returns and Refunds
We want you to be happy with your purchase. If you have received an incorrect, damaged or faulty item, please contact us as soon as possible so we can arrange an appropriate resolution.
For change-of-mind returns, items must be returned unused, in their original condition and, where applicable, with their original packaging. Return shipping costs for change-of-mind returns are the responsibility of the customer.
We do not accept returns of personalised, customised or otherwise specially prepared items unless they are faulty or do not match the order placed.
Refunds will be processed to the original payment method once the returned item has been received and assessed. Please allow reasonable time for the refund to appear in your account.
Nothing in this Returns Policy limits or excludes any rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand legislation. Where a product is faulty, damaged, or does not meet the guarantees required by law, we will provide the remedies required by law.
To request a return, please contact us with your order number and details of the item and reason for the return. We will provide instructions on how to return the item where appropriate.
Last updated: 2 September 2026