Client Care
Shipping & Returns
Every order is packed by hand in our Christchurch studio and sent tracked. This page sets out exactly what you pay, when it arrives, and where you stand if something isn't right.
Last updated: 1 August 2026
At a glance
- local_shippingFree shipping over $100 NZD — flat $5 or $12 below that.
- scheduleDispatched in 1–2 business days, tracked to your door.
- card_giftcardGift-ready packaging on every order, discreetly labelled.
- verified_userNo change-of-mind returns on intimate garments — your Consumer Guarantees Act rights are untouched.
Shipping rates
Shipping is charged once per order, on the merchandise total after any discounts. Promotion codes never apply to shipping.
| Order total (NZD) | What's in the parcel | Shipping |
|---|---|---|
| $100 or more | Anything | Complimentary |
| Under $100 | Accessories, tapes, covers, panties and briefs — sent in a satchel | $5.00 |
| Under $100 | Any order containing sculpting shapewear — sent in our large signature box | $12.00 |
Your exact shipping charge is shown in the cart and again on the payment page before you confirm — there are no charges added afterwards. All prices are in New Zealand dollars and include GST.
Dispatch & delivery
Dispatch: in-stock orders leave our Christchurch studio within 1–2 business days. Orders placed over a weekend or a public holiday are packed on the next business day.
New Zealand: sent tracked by courier, typically arriving 2–3 business days after dispatch. Rural addresses may take an extra day or two.
Australia: sent by international tracked post, typically arriving 5–10 business days after dispatch. Any customs duties or taxes charged on arrival are the recipient's responsibility.
Tracking: as soon as your parcel is picked up you'll receive an email with your tracking number and a link to follow it. If it hasn't arrived by email, check your junk folder before contacting us — automated mail occasionally lands there.
Ordering for a wedding
Foundation garments should be fitted before your final dress alteration, not after it. We recommend ordering at least four weeks before your date, and earlier again if you are still deciding between styles.
If your date is closer than that, email foundationss@gmail.com before you order. We will tell you honestly whether it can arrive in time, and prioritise your parcel where we can.
Where we ship
We currently deliver to addresses in New Zealand and Australia. We are unable to deliver to PO Boxes, and we cannot ship to other countries at this stage — if you are overseas and want a FOUNDATION piece for your wedding, please get in touch and we will see what is possible.
Addresses, delays and lost parcels
Address accuracy: we send to the address entered at checkout. Please check it carefully — once a parcel has been dispatched we cannot redirect it, and a parcel returned to us because of an incorrect address will need to be re-sent at your cost.
Delays: delivery estimates are the courier's, not a guarantee. Weather, peak periods and courier network issues occasionally add a day or two.
Lost or damaged in transit: if tracking has not moved for five business days, or your parcel arrives damaged, contact us with your order number and we will open an enquiry with the courier and put it right. Please tell us within 30 days of dispatch so the claim window is still open.
Returns
Change of mind: because our garments are intimate apparel worn against the skin, we are unable to accept change-of-mind returns or exchanges. Please choose your size and style carefully before ordering — the size guide on each product page, and our concierge, are there to help you get it right the first time.
Faulty or incorrect items: your purchase is protected by the New Zealand Consumer Guarantees Act. If an item is faulty, or is not what you ordered, contact us as soon as you notice and we will arrange a return and a remedy — repair, replacement or refund — at no cost to you. We cover the return shipping in this instance.
Nothing on this page limits your rights under the Consumer Guarantees Act or the Fair Trading Act.
How to start a return: email foundationss@gmail.com with your order number and a photograph of the issue. Please don't send anything back before we've replied — we'll confirm the return address and cover the postage.
Changing or cancelling an order
If you need to change a size or cancel, email us straight away. We can almost always help before the parcel is packed, which is usually within a few hours of your order during studio hours. Once it has been dispatched we can no longer change it.
Talk to us
Our concierge answers every message personally — please allow up to 48 hours for a considered reply.
Email foundationss@gmail.com
FOUNDATION by Sarah Stoute, Christchurch, New Zealand