Shipping & Returns
Shipping
We keep shipping simple: free across New Zealand, flat rates by order size across the ditch, and tracked delivery on every order. Every order ships from our base in Auckland.
Where we ship
We currently ship to New Zealand and Australia. Available options and exact costs for your address always show at checkout before you pay.
Processing times
Orders are packed and dispatched from Auckland within 1 to 2 working days (Monday to Friday, excluding public holidays). Orders placed over the weekend are processed the next working day. During launches and sale periods dispatch can take a little longer.
New Zealand delivery
- Standard shipping is FREE on all NZ orders.
- Typical delivery is 1 to 3 working days for urban addresses and 2 to 5 working days for rural addresses once dispatched.
Australia delivery
- Shipping is calculated at checkout based on your order size, starting from AUD 15.
- Orders over AUD 465 ship FREE.
- Typical delivery is 6 to 12 working days once dispatched, plus any time your order spends in customs.
Tracking
Every order is sent tracked. You will receive a confirmation email with your tracking number as soon as your order is dispatched. Allow up to 24 hours for tracking to update after dispatch.
Delivery estimates
All delivery timeframes above are estimates from our carriers, not guarantees. Weather events, peak season volumes and customs processing can add time. If your order seems stuck, get in touch and we will chase it up.
Wrong or incomplete address
Please double check your delivery details at checkout. If an order is returned to us because of an incorrect or incomplete address, we may need to charge the actual cost of reshipping it.
Damaged or missing orders
If your order arrives damaged, or does not arrive at all, contact us as soon as possible and we will sort it. See our Refund Policy for full details.
Questions
Email us at sales@killergroom.com and the team will get back to you.
Returns, refunds and faulty products
Last updated: 8 October 2026
Your rights under New Zealand law
Our products come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. They must be of acceptable quality, match their description and be fit for the purpose we say they are for. Nothing in this policy limits those rights or any rights you have under the Fair Trading Act 1986. If you live outside New Zealand you may also have rights under your local consumer law.
Faulty, damaged or wrong items
If something arrives damaged, is faulty, or is not what you ordered, contact us at sales@killergroom.com or on 0800 KILLER (0800 545 537). Please include your order number, a short description of the problem and a photo if you can. There is no fixed deadline, but getting in touch soon after you notice the problem helps us sort it quickly.
Depending on the problem, we will replace the product (if we have one in stock) or refund you. If the problem is serious (a major failure under the Consumer Guarantees Act), you choose whether you get a replacement or a refund.
We may ask you to send the item back. Please contact us first at sales@killergroom.com or on 0800 KILLER (0800 545 537) before you send anything, and we will confirm the details. Returns go to Killer Groom Limited, 7 Neilpark Drive, East Tamaki, Auckland 2013, New Zealand. We will cover the reasonable cost of sending a faulty, damaged or wrong item back. Sometimes a photo is all we need and you will not have to send anything back.
You do not need the original receipt. Your order number, order confirmation email or a bank statement is enough proof of purchase. If the item was a gift, you have the same rights.
Items lost or damaged in transit
Your order is our responsibility until it is delivered to the address you gave us. If it arrives damaged, or tracking shows it has not arrived, contact us and we will chase the courier and send a replacement or refund you.
Change of mind
We do not offer refunds if you simply change your mind, because our products are personal grooming products. This does not affect your rights if a product is faulty, damaged or not as described.
Sale items
Sale and discounted items have the same faulty-goods rights as full price items.
How refunds are paid
We refund to the original payment method, usually within 5 working days of agreeing the refund (or of receiving the return, if we asked for it back). Your bank or card provider may take a few more days to show it.
Subscriptions
To skip, change or cancel a Subscribe & Save plan, see our Terms of Service or contact us. A faulty item in a subscription order is covered by this policy in the same way as any other order.
Gift cards
Gift cards are not refundable for cash, except where the law requires it. See the gift card terms on the gift card page.
Business and wholesale purchases
If you buy to resell, you are not a consumer under the Consumer Guarantees Act. If you buy for other business use, the Act may still apply. Either way, we will put things right if a product is faulty, damaged or wrong.
Contact us
Killer Groom Limited, 7 Neilpark Drive, East Tamaki, Auckland 2013, New Zealand
Email: sales@killergroom.com
Phone: 0800 KILLER (0800 545 537)
