Delivery & Returns
Extended Returns Period: Purchases from 21st Nov 2023 - 31st Dec 2023 can be returned until 31st Jan 2024
Due to higher order volumes, please anticipate delays in processing and shipping your orders. We appreciate your patience and understanding during this busy period.
Orders placed on the Web Site can only be delivered to New Zealand postal addresses (residential addresses and business addresses).
A flat rate of $10.00 applies to all orders across New Zealand. Free standard delivery is offered on all orders above $100.00
Delivery will be made via our Delivery Agent to the shipping address that you nominate during the checkout process. Most orders are processed and dispatched within 1-2 working days of the order being placed. Please note that business days are Monday to Friday, but exclude public holidays and bank holidays in Auckland, New Zealand.
Usually our estimated shipping times are as follows:
- Metro: 4-7 working days
- Rural: 7-10 working days
You acknowledge and agree that notwithstanding anything else in this sections:
(a) Le Creuset cannot guarantee that delivery will occur in the delivery time frames specified above;
(b) delivery time frames may change from time to time due to unforeseen circumstances; and
(c) Le Creuset is not liable with respect to any loss, damage, cost, expense or injury you or any third party suffers as a result of a change in delivery times or a delay in delivery.
If you are not personally available to accept delivery, you may appoint a representative to do so in your place. The representative must be over 16 years of age and capable of receiving delivery on your behalf, and you agree that we will be entitled to rely on the representative's instructions as if they were your own.
On delivery, the Delivery Agent may require you or your nominated representative to provide them with proof of identity, such as photo identification or proof of age. Le Creuset may not make delivery of the products if the person receiving the products is unable or unwilling to provide satisfactory evidence of proof of identity or age. Where delivery cannot take place due to insufficient identification, a calling card will be left for you to collect the products from a local New Zealand Post office. It is your responsibility to follow the instructions stated on the calling card.
You or your nominated representative may be requested by the Delivery Agent to sign a delivery manifest to confirm that the delivery has taken place. If you refuse to sign the delivery document, this will be taken as a refusal to accept the delivery. Where redelivery is required because of refusal to accept delivery, you may be required to pay any associated fees for redelivery.
If there is no one available at the delivery address to accept delivery, or there is limited access to the delivery address or it is unsafe or impractical to make delivery, a calling card will be left for you to collect the products from a local New Zealand Post office. It is your responsibility to follow the instructions stated on the calling card.
Risk and title in the product passes to you on the date and time of delivery of the products to the Delivery Agent.
We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
Le Creuset products purchased online on www.lecreuset.co.nz can be returned for an exchange or a full refund within 30 days from the date of purchase when accompanied with the original sales receipt and providing the products have not been used, the products are returned in their original packaging, and the products are not excluded from Le Creuset change of mind policy, as set out below.
Clearance and Outlet products cannot be returned for Change of Mind.
Products purchased during a gift-with-purchase (GWP) promotion must be returned with those additional items. If the items are not returned, the value of the items will be deducted from the credit.
Shipping charges are non-refundable with the exception of damaged or defective products.
To return a Le Creuset product please follow the instructions below:
- Contact our Customer Service team on 0800 52 69 74 or by email on customerservices.nz@lecreuset.com. We are open from Monday – Friday between 11am and 7pm NZST.
- Our Customer Service Officer will establish the reason for the return and send you an email with return instructions including return address and reference for return.
- Ensure you return your items unused and undamaged with any labels, stickers, leaflets or accessories still attached in their original packaging. The original despatch note or the returns note needs to be included.
- Le Creuset will not cover shipping fees for returns made for exchange or refund nor will be held responsible for packages lost in transit. We advise you to use a traceable and insured service to return your product to us.
- Upon receipt of your returned product to Le Creuset, and subject to the inspection from our Customer Service team, Le Creuset will proceed to exchange or return per your request. Refunds will be processed to the card used to place the original order. Le Creuset will endeavour to process your return as quickly as possible, which should normally take no more than 6 to 10 working days. Le Creuset cannot be held responsible for any delays in refund caused by banks, or credit card/direct debit service providers.
These Terms & Conditions are for products purchased on www.lecreuset.co.nz only. Le Creuset products purchased in a Le Creuset boutique will have to be returned to the boutique directly. Le Creuset products purchased from any Le Creuset stockists will have to be returned directly to the place of purchase and according to the stockists’ returns policy.
Le Creuset acknowledge that its exchange and return policies do not in any way override Le Creuset’s obligations in relation to any statutory warranties and conditions which are implied into the supply of any Le Creuset product, and consumers guarantees under New Zealand Consumer Laws are not affected.
For further information on returns and other Le Creuset policies, click
here.
