☎ 0800 568 368

Shipping policy

Last updated: 24 August 2026

New Zealand shipping rates

Lovens uses different shipping profiles depending on the products, total product weight and delivery destination.

The rates below are not universal storewide rates. Each applies only to products assigned to the relevant shipping profile. Mixed orders may include more than one shipping profile, and the applicable combined delivery charge will be shown at checkout or confirmed before dispatch.

All amounts are in New Zealand dollars.

General Shipping profile

For orders consisting of eligible standard products in the General Shipping profile:

  • Order value up to $198.99: $10
  • Order value of $199 or more: Free shipping

Shopify evaluates the General order-value condition after discounts and before taxes.

The General free-shipping threshold does not apply to weight-based products, freight-quote products or other products outside the General Shipping profile.

North Island weight-based profile

For eligible products assigned to the North Island weight-based profile:

  • 0–10 kg: Free
  • 10.01–25 kg: $15
  • 25.01 kg and above: $25

South Island weight-based profile

For eligible products assigned to the South Island weight-based profile:

  • 0–10 kg: $10
  • 10.01–25 kg: $25
  • 25.01 kg and above: $50

Weight-based rates are calculated using the combined shipping weight of the relevant products. The delivery address entered at checkout determines whether the North Island or South Island rate applies.

Freight confirmation and separately quoted products

Some products require an individual freight quote because of their size, weight, handling requirements, supplier location or delivery destination.

Products that display “Freight confirmation required” need an individual quote. This may include selected machinery, timber, paint and large appliances.

Other oversized, long-length, heavy, fragile or restricted products may also require a separate quote where clearly indicated.

For these products:

  • standard and free-shipping rates do not apply;
  • freight may not be included in the amount displayed or collected at checkout;
  • Lovens will contact you to confirm delivery or branch-pickup options;
  • the order will not be dispatched until the freight arrangement and any additional charge have been agreed; and
  • no additional freight charge will be applied without your agreement.

If a freight arrangement cannot be agreed, you may cancel the affected undelivered item and receive a refund of the amount paid for that item.

Mixed-profile and split shipments

An order may contain General Shipping, weight-based and freight-quote products at the same time. Shopify may combine the applicable rates at checkout, or Lovens may contact you where part of the freight must be arranged separately.

Free shipping on an eligible General Shipping portion does not cancel a weight-based or separately quoted freight charge applying to another part of the order.

Products may be dispatched separately where they are held at different branches, warehouses or suppliers. This means:

  • items from the same order may arrive at different times;
  • you may receive more than one dispatch or tracking notification; and
  • Lovens will not add an extra delivery charge beyond the checkout charge or an accepted freight quote without first obtaining your agreement.

Split delivery and pickup

Where available and agreed with Lovens, part of an order may be shipped while another part is collected from a branch.

Pickup availability depends on the product, stock location and branch. A product shown as available online is not necessarily ready for immediate collection.

Please wait until Lovens confirms that your order is ready before travelling to collect it. Bring your order confirmation and reasonable identification. If another person will collect for you, please advise us beforehand.

Any stock transfer, freight or special handling required before pickup will be confirmed with you.

Order processing

For in-stock standard products, Lovens aims to dispatch orders within 2–3 business days after payment and any required order checks are completed.

Special orders, supplier-direct products, stock transfers and freight-quote products may take longer. We will contact you if a material delay or stock issue affects your order.

Dispatch and delivery dates are estimates unless Lovens expressly agrees to a specific date. Nothing in this section limits your rights where delivery is not completed within an agreed or reasonable time.

Delivery addresses

Please provide a complete physical street address and accurate contact details. Lovens does not deliver to PO boxes.

Some freight deliveries may require suitable site access, safe unloading space or someone to be present. Any special requirements will be discussed as part of the freight quote.

Contact online@lovens.nz or 0800 568 368 as soon as possible if an address needs to be corrected. Address changes may not be possible after dispatch, and reasonable redelivery costs caused by an incorrect customer-supplied address may be payable.

Tracking and delivery

Tracking details will be provided where available. Some local, supplier-direct, bulky or dedicated freight deliveries may not use a standard courier tracking service.

Delivery instructions are followed where reasonably possible but cannot guarantee that a courier will leave an order unattended.

Delivery damage, missing items or delays

Inspect your delivery as soon as reasonably practicable. If an item is damaged, missing or incorrect, retain the packaging where possible and contact online@lovens.nz or 0800 568 368 promptly with your order details and photographs where reasonably available.

If Lovens or its delivery provider is responsible for the problem, Lovens will arrange the remedy and reasonable collection or redelivery costs required under New Zealand law.

Nothing in this Shipping Policy excludes or limits your rights under the Consumer Guarantees Act 1993, the Fair Trading Act 1986 or other applicable New Zealand law.
Back to top