FAQ // Freight // 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.

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.

DELIVERY INFORMATION & COSTS

Alchemy Equipment ships all around the world, to just about anywhere with a street address - we cannot ship to a PO Box or APO/FPO boxes.

Orders will usually be processed within 48 hours of order placement Monday through Friday, excluding public holidays. Orders placed on weekends or during public holidays will be processed on the next business day.

NEW ZEALAND & AUSTRALIA SHIPPING RATES & DELIVERY TIMES

New Zealand

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

Most North Island orders are delivered within 2 business days of dispatch, and South Island orders within 2 days. Rural deliveries may take up to an additional 2 days.

Unless specified otherwise, we ship all New Zealand orders with NZ Post express service and you can track your order with your tracking number on their website . Your tracking number will be sent to you in your shipping confirmation email. If your order is taking longer than usual to arrive, please Contact Us or NZ Post for a delivery update.

Australia

Orders More than $150: Free Shipping to an AU Address
Orders Less than $150: $25 NZD Shipping Fee

Expected delivery of Australian orders is 2-5 working days for major cities. However, when orders reach the Australia, they may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates.

Unless specified otherwise, we ship all Australian orders with DHL and you can track your order with your tracking number on the DHL website. Your tracking number will be sent to you in your shipping confirmation email. If your order is taking longer than usual to arrive, please Contact Us or DHL for a delivery update.

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

Orders More than $300 USD: Free Shipping
Orders Less than $300 USD:

  • United States & Canada: $40 NZD Shipping
  • Austria, Germany, & Switzerland: $50 NZD Shipping 
  • Hong Kong, Japan, & Taiwan: $40 NZD Shipping

If ordering within NZ/AU and shipping to an address outside of NZ/AU you will need to contact us to arrange.

Expected delivery of 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 otherwise, we ship all international orders with DHL and you can track your order with your tracking number on the DHL website. Your tracking number will be sent to you 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 differs in every 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 are applicable, and you decline to accept your order, you will need to Contact Us us so that we can arrange the return of your order to New Zealand. Shipping fees incurred from declined orders will be deducted from any refund.

RETURNS & EXCHANGES

ONLINE PURCHASES

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

We will happily exchange or refund online purchases (excluding freight), which meet these criteria. For change of mind purchases and exchanges that meet the above criteria, you will need to pay the return freight. For exchanges, please Contact Us to check that we have the replacement in stock. We will cover the freight charges for sending the exchanged item to you.

Products in their original condition that are returned 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.

Products that are purchased from our clearance selection are final sales, and are non refundable, other than for issues such as defects in materials and workmanship.

If we make a mistake and send you the wrong or an incomplete order, or if you receive damaged product, please contact us on +64 (03) 3815566 and we'll work with you to resolve this immediately. We will arrange the return freight of this product to us, at our cost, and ensure a replacement is on its way to you ASAP.

If returning 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.

IN-STORE PURCHASES

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

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 the product is faulty you can choose between a refund, exchange or credit.

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.

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.

RETURN ADDRESS

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