Shipping, Returns, and Cancellation Policy

Processing Time

All orders are processed within 1–2 business days (excluding weekends and public holidays).

 

You will receive a confirmation email once your order has been dispatched.

Domestic Shipping (New Zealand)

We ship nationwide using trusted carriers such as NZ Post, CourierPost, or Aramex.
Standard delivery time: 2–3 business days. Each delivery will have a tracking number, which will be passed on to you.

Flat-rate shipping: 

NZD $6 for Wellington Region

NZD $9 Rest of North Island

NZD $10 South Island

International Shipping

International flat shipping rates:

Australia: $19 NZD with expected delivery within 6 – 14 business days

Pacific Islands - $20 NZD with expected delivery within 6 - 14 business days

Asia - $25NZD – with expected delivery within 6 - 14 business days

Europe - $28NZD with expected delivery within 6 - 14 business days

United States of America - $32NZD with expected delivery within 6 - 14 business days

Rest of world - $28NZD with expected delivery 6 - 14 business days

Local pickup
We currently offer free pickup at our Base in Wellington City. At checkout, select the pickup option and make your purchase. After you receive your order confirmation, you will receive a second email stating that we are preparing your order. Pickup orders are generally ready for pickup the following day. When your order is ready for pickup, you will receive an email stating that you may visit our Base with the business address and hours. Please bring a piece of valid identification and order confirmation email to pick up. 

Duties & Customs Charges

USA Duties (Tariffs)

All items produced and sent from New Zealand to the USA are subject to a 15% tariff, regardless of value. NZ Post requires this to be paid prior to shipment, known as Delivered Duty Paid, and will be calculated and charged at checkout. You will see it as a separate line item as “Duties”.

International Duties & Customs Charges – outside USA
International orders may be subject to import duties and taxes, which vary by country. These charges are determined by your local customs office, and tilar is not responsible for any additional fees. For more information, please contact your local customs or DHL office.

Duties, Taxes, and Returns – outside USA
Customers are responsible for any applicable import duties, taxes, or fees charged by their local customs authority. If a package is refused or remains unpaid and is destroyed by customs, no refund will be issued. If a package is returned to sender due to unpaid duties or refusal, a refund will be processed minus a $25 handling fee once the item has been received back in our warehouse.

Exchanges Policy

Exchanges are accepted within 14 days of delivery (not purchase) for full-priced, unworn items with tags intact.

  • No exchanges on discounted or promotional items.
  • Customers cover return shipping; we cover the cost of sending the exchanged item.
  • Items that are worn, dirty, or damaged will not be accepted and will be returned at the customer’s expense.

To request an exchange please email sera@tilarsurf.com

Returns & Refunds Policy

We accept returns for change of mind on all products provided they are unworn, in original condition with tags intact, and returned within 14 days of delivery.

We do not accept returns on:

  • Sale or discounted items, including promotional purchases

If an item is faulty or damaged, a full refund will be issued. Please contact sera@tilarsurf.com who will organise a return shipping label. Once the product has been returned and fault confirmed, the refund or item exchange will be made.

Refunds are processed to the original payment method, excluding shipping costs. Please allow up to 5 business days for funds to appear after we receive your return.

To request a return or refund, please email sera@tilarsurf.com

Important Notes

  • A receipt or proof of purchase is required for all returns and exchanges.
  • Use a trackable shipping service for returns, as we are not responsible for lost packages.
  • Sale items are final sale and cannot be returned or exchanged.
  • tilar does not cover the cost of return shipping, unless item is faulty.

Customer Care

Our customer service team is available Monday–Friday, 9 AM–5 PM NZST to assist with any inquiries.

Contact us at sera@tilarsurf.com