shipping & returns
We are based in New Zealand and ship most of our products from Christchurch.
Orders will be sent on the same day of purchase if ordered before 1pm on a business day, otherwise it will be sent on the next business day. For New Zealand public holidays, your parcel will be sent on the next business day. You will receive a tracking number when your order has been shipped so you can watch out for it via the link.
Shipping information New Zealand:
Pottery & painting kits and pottery extras:
$8 for tracked shipping or FREE over $100. (takes 1-3 business days)
$15.50 Express next day shipping (order before 2pm) excludes rural.
Handmade ceramics by us:
Unfortunately we can't offer free shipping on our ceramics as they cost a lot to send in packaging and courier costs.
$8 Auckland
$16 North Island
$20 South Island.
Shipping information Australia
$10 AUD flat rate tracked service. (Usually takes 3-7 days).
We ship all Australian orders with Team Global Express.
For all other international shipping
Please contact us to request a quote.
Please get in touch with us via the form below if you have any other questions about your order.
Faulty or damaged products in NZ/AU:
If your product is faulty, missing elements or has been damaged we will ship you a replacement - please email us on hello@modelettostore.com
Lost parcels in AUS:
If your parcel has not arrived within the expected delivery timeframe, please contact us as soon as possible so that we can investigate with the carrier.
Please note that Team Global Express requires any missing or undelivered parcel enquiries to be lodged within 7 days of the anticipated delivery date. Unfortunately, enquiries made after this period may not be eligible for investigation by the carrier.
If your parcel appears delayed or has not been received, we recommend contacting us promptly at hello@modelettostore.co.nz with your order number so we can assist.
Important: Modeletto cannot guarantee that Team Global Express will investigate, locate, or provide compensation for parcels reported as missing more than 7 days after the anticipated delivery date. Customers are responsible for notifying us of any non-delivery within this timeframe.
Refunds (if applicable)
We offer a 30-day return window, meaning you have 30 days from receiving your item to request a return.
To be eligible, items must be unused, in their original packaging, and returned in the same condition they were received. You’ll also need your receipt or proof of purchase.
If you’d like to start a return, simply email us at hello@modelettostore.com and we’ll guide you through the next steps. If your return is approved, we’ll send you instructions on how and where to return your package. Please make sure the box is returned in perfect condition, as we’re unable to accept items with damaged packaging.
Returns sent without first contacting us won’t be accepted.
If you have any questions, we’re always happy to help 🤍