Morrow & Vale uses a small number of supply and fulfilment partners so we can offer a considered range without requiring every product to sit in one warehouse. The fulfilment route can differ by product and destination, and different items in an order may occasionally arrive in separate parcels.
Markets we are building for
Our store is being configured for customers in New Zealand, the United States and China. Availability, pricing and delivery options can differ between markets because we may use different stock locations or fulfilment partners for each destination.
A market or product being displayed on the site does not mean every fulfilment route is already available. We only intend to make a product purchasable in a destination once the relevant supply, delivery timing and costs have been established.
Delivery estimates
The expected dispatch and delivery window for each product will be shown on the relevant product page or at checkout before purchase where available. Delivery estimates begin after an order has been processed and are estimates rather than guaranteed arrival dates unless we expressly say otherwise.
If an order is materially delayed, unavailable or cannot be fulfilled within the timeframe we represented, we will contact you and provide the options required by applicable consumer law.
Tracking
Where tracking is available, we will send tracking information after the order has been dispatched. Tracking can take a short time to update after a parcel has been handed to the carrier.
Shipping charges
Any delivery charge collected by us will be shown before you complete checkout. We do not add undisclosed delivery charges after an order has been placed.
International orders, duties and taxes
A product may ship from a fulfilment location outside your country, including directly from a brand, wholesaler or specialist fulfilment partner. Where an order may be subject to import duties, taxes, customs charges or other border fees that are not collected by us at checkout, we will disclose this where reasonably known before purchase. Customers are responsible for providing a complete and accurate delivery address.
Lost or damaged parcels
If your parcel appears lost, arrives damaged, or tracking shows delivery but you have not received it, please use our contact form and include your order number. We will investigate with the carrier or fulfilment partner. Your rights under applicable consumer law are not affected.
For other common questions, see Help & FAQs.
Morrow & Vale, 6 Mace Lane, Arrowtown 9302, New Zealand.