Last updated: September 19, 2026
This Shipping and Delivery Policy explains the order processing, shipping, delivery, tracking and related terms applicable to purchases made from our online store.
The online store is operated by PINK ROBIN LIMITED.
Please review this policy before placing an order.
1. Shipping Destinations
We deliver to eligible destinations shown as available during checkout.
Shipping availability may vary depending on:
- Destination country or region;
- Postal code;
- Product availability;
- Carrier coverage;
- Local delivery restrictions;
- Customs requirements; and
- Other logistical considerations.
Available delivery options for your order will be displayed during checkout where applicable.
We reserve the right to restrict shipping to certain destinations where delivery is not reasonably available.
2. Order Processing Time
Orders are generally processed within 1–2 business days after they are successfully placed and confirmed.
Business days generally exclude:
- Saturdays;
- Sundays; and
- Public holidays.
Orders placed on weekends or public holidays will normally begin processing on the next business day.
During periods of high order volume, promotions or public holidays, processing may occasionally take longer.
3. Estimated Delivery Time
After an order has been dispatched, the estimated delivery time is generally:
5–7 business days
This estimated delivery period does not normally include the initial 1–2 business day order processing period.
Actual delivery times may vary depending on the destination, carrier and circumstances affecting transportation.
4. Shipping Costs
Applicable shipping charges, if any, will be displayed during checkout before you complete your order.
Where free shipping is offered for an eligible order or destination, the applicable shipping option will be displayed during checkout.
Any additional delivery charges resulting from special delivery requirements or customer-requested services will be disclosed where applicable.
5. Delivery Estimates
Delivery dates and timeframes shown on our website or during checkout are estimates unless expressly stated otherwise.
Delivery may occasionally be delayed because of circumstances such as:
- Carrier congestion;
- Customs processing;
- Public holidays;
- Severe weather;
- Transportation interruptions;
- High shipping volumes;
- Incorrect or incomplete delivery information;
- Local delivery restrictions; or
- Other circumstances outside our reasonable control.
We will make reasonable efforts to arrange delivery within the estimated period.
Mandatory consumer rights concerning delayed delivery remain unaffected.
6. Shipping Confirmation
Once your order has been dispatched, we may send a shipping confirmation to the email address provided during checkout.
Where available, the shipping confirmation may contain:
- Carrier name;
- Tracking number;
- Tracking link;
- Dispatch date; and
- Other relevant shipping information.
Please make sure the email address provided when placing your order is correct.
7. Order Tracking
Where tracking is available, you may use the tracking number or tracking link provided in your shipping confirmation to monitor your parcel.
Tracking information may take approximately 24–48 hours after dispatch to become active in the carrier's system.
If tracking information does not update immediately, this does not necessarily mean that the parcel has not been shipped.
If you experience difficulties tracking your order, please contact us:
Email: support@orjhg.shop
Telephone: +64 21 548 9451
Please include your order number when contacting us.
8. Delivery Address
Customers are responsible for providing accurate and complete delivery information when placing an order.
Please check carefully:
- Recipient name;
- Street address;
- Building or apartment number, where applicable;
- Postal code;
- City;
- Country or region;
- Telephone number; and
- Email address.
If you notice an error in your delivery information, please contact us as soon as possible.
If the order has not yet been dispatched, we may be able to update the address.
Once an order has been shipped, we cannot guarantee that the delivery address can be changed.
9. Incorrect or Incomplete Addresses
If a parcel cannot be delivered because the customer supplied an incorrect or incomplete address, the parcel may:
- Be delayed;
- Be held by the carrier;
- Be returned to the sender; or
- Require additional delivery arrangements.
Additional reasonable shipping costs resulting directly from incorrect delivery information supplied by the customer may be the customer's responsibility where permitted by applicable law.
Please contact us promptly if you identify an address error.
10. Failed Delivery Attempts
Depending on the carrier, one or more delivery attempts may be made.
If delivery cannot be completed, the carrier may:
- Attempt redelivery;
- Contact the recipient;
- Leave delivery instructions;
- Send the parcel to a local collection point; or
- Return the parcel.
Customers should follow the instructions provided by the carrier.
Where a parcel is returned because it was not collected or delivery was repeatedly unsuccessful, please contact us to discuss the available options.
11. Delayed Orders
If your estimated delivery period has passed, please first check your tracking information.
Tracking information may show:
- The current location of the parcel;
- An attempted delivery;
- Customs processing;
- A carrier delay;
- A collection point; or
- Another shipping update.
If there has been no meaningful tracking update for an extended period, please contact us with your order number.
We will review the available shipping information and, where appropriate, contact the carrier.
12. Lost Parcels
If you believe your parcel may be lost, please:
- Check the tracking information;
- Confirm the delivery address;
- Check whether another household member accepted the parcel;
- Check reception or designated delivery areas;
- Check any delivery notice provided by the carrier; and
- Contact the local carrier where appropriate.
If the parcel still cannot be located, please contact us.
Please provide:
- Your full name;
- Order number;
- Delivery address; and
- Relevant tracking information.
If a shipment is confirmed as lost, we will provide an appropriate solution in accordance with applicable consumer law and our policies.
13. Damaged Parcels
Please inspect your parcel as soon as reasonably possible after delivery.
If the parcel or product arrives damaged, please contact us promptly at:
Email: support@orjhg.shop
Telephone: +64 21 548 9451
Where reasonably possible, please provide:
- Your order number;
- Photographs of the parcel;
- Photographs or videos of the damaged product;
- Photographs of the shipping label; and
- A description of the damage.
We will review the information and provide an appropriate solution in accordance with our Return and Refund Policy and applicable consumer law.
14. Missing or Incorrect Items
If your order contains a missing or incorrect item, please contact us as soon as reasonably possible.
Please provide:
- Your order number;
- Details of the missing or incorrect item;
- Photographs of the items received where appropriate; and
- Photographs of the parcel and shipping label where reasonably possible.
After reviewing the information, we will provide appropriate assistance.
15. Customs, Duties and Import Charges
International orders may be subject to customs procedures, import taxes, duties or other charges imposed by the destination country.
Where such charges apply and are not included in the amount paid during checkout, they may be the customer's responsibility subject to applicable law.
Customs processing may occasionally affect delivery times.
We are not responsible for delays caused solely by customs authorities or other government agencies outside our reasonable control.
16. Refused or Unclaimed Deliveries
If you refuse a delivery or fail to collect a parcel, it may be returned to the sender.
Refusing delivery or failing to collect a parcel does not necessarily constitute a valid cancellation or return request.
If you wish to cancel or return an order, please contact us directly.
Additional reasonable costs resulting from an unjustified refusal, incorrect delivery information or failure to collect a parcel may be the customer's responsibility where permitted by applicable law.
Mandatory consumer rights remain unaffected.
17. Changes to Orders and Delivery Information
If you need to change your order or delivery information, please contact us as soon as possible.
We will make reasonable efforts to assist before the order is dispatched.
Once an order has entered processing or has been handed to the carrier, we cannot guarantee that:
- The delivery address can be changed;
- The product can be changed;
- The delivery method can be changed; or
- The order can be cancelled.
Any statutory consumer rights remain unaffected.
18. Delivery Responsibility
Responsibility for loss or damage during delivery will be determined in accordance with applicable consumer protection law.
Where applicable, risk in the goods will generally pass to the customer when the customer, or another person designated by the customer other than the carrier, physically receives the goods.
If your order is lost or damaged during transportation, please contact us promptly so that we can investigate the matter.
19. Returns and Refunds
Shipping-related returns and refunds are governed by our Return and Refund Policy.
Please contact us before returning a product so that we can provide the applicable return instructions.
For defective, damaged, incorrect or otherwise non-conforming products, reasonable return shipping costs will be handled in accordance with our Return and Refund Policy and applicable consumer law.
20. Customer Responsibilities
Customers are responsible for:
- Providing accurate delivery information;
- Providing a valid telephone number and email address;
- Monitoring available tracking information;
- Following reasonable carrier delivery instructions;
- Collecting parcels from designated collection points where applicable; and
- Contacting us promptly if a delivery problem occurs.
These responsibilities do not reduce any mandatory rights available under applicable consumer law.
21. Company and Contact Information
If you have questions about shipping, delivery, tracking or an existing order, please contact:
PINK ROBIN LIMITED
Company Number: 5866795
NZBN: 9429042120810
Registered Address:
5 Peart View
Saint Johns
Auckland 1072
New Zealand
Email: support@orjhg.shop
Telephone: +64 21 548 9451
When contacting us regarding an existing order, please include your order number and the email address used when placing the order.