Depending on the value of your parcel, we offer compensation for loss or damage.

Compensation may be considered if your parcel is damaged or lost after it has been received by the You Shop warehouse.

Use our Assistance Form to enquire about your parcel.

When compensation applies, we will pay the lesser of the following:

• Value or declared value of the item as determined by us
• Cost of repairing the damage
• NZ$2,000 for You Shop USA and NZ$1,400 for You Shop UK
• GST
• NZ Customs fees - if paid to NZ Post

If your compensation claim is approved, we will refund any You Shop international postage paid for your parcel(s).

We have no liability if your parcel has been lost or damaged from actions outside of our control. This also applies to any indirect or consequential loss, damage, or cost, however it arises.

All delivery times are targets only, so we won't compensate for late delivery. See the You Shop terms and conditions for more information.

Any claim by you for loss of, or damage to, your parcels must be made in writing and received by us within 21 days after your parcel:

• is delivered to you; or
• in the case of non-delivery, was estimated for delivery.

You must comply with the procedures, and provide us with the information, set out on www.nzpost.co.nz for making a compensation claim.

Due to the time zone difference the warehouse does not operate Sunday or Monday New Zealand time (the USA & UK weekend).

Because of this, if your item is received at the USA or UK warehouse late Friday or Saturday (New Zealand time) you may not receive notification of its arrival until Tuesday afternoon (New Zealand time).

We will hold your parcel for 21 days from the date of our first email telling you your parcel has arrived. If you have not paid the international postage by the end of this period, we may dispose of your parcel. We’ll send you two payment reminders before this happens.

Think your parcel should already be with us? Don’t worry – it can take up to 3 working days for us to process your parcel and notify you of its arrival. If you still haven’t received notification, your parcel may have been sent with an incomplete address - check if we have received it at the link below.

Understanding the costs to ship a parcel to New Zealand can be complicated. Visit our pricing page to find out what you may need to pay before using your You Shop address to shop online. 

You can also calculate how much duty and/or GST you may need to pay to Customs by visiting the What's My Duty estimator.

The shipping estimate for your oversize item covers delivery to the Auckland International Freight Services Centre only and not for final delivery within New Zealand by NZ Post. You can collect your goods from the Freight Services Centre at Auckland Airport or we can provide a quote for onward oversize shipping anywhere in New Zealand. Please email us for more information.