Shipping policy
Gecko Creationz — Shipping Policy
Last updated: 23 April 2026
We take great care to ensure your natural tallow skincare products are packaged securely for their journey to you.
Gecko Creationz is a trading name of Straw Lodge Vineyard Limited.
1. Where We Ship
We currently ship to New Zealand and Australia. We do not ship to other countries at this time. If you are outside NZ and Australia and would like to order, please contact us at ecoshine@geckocreationz.com and we will see what we can arrange.
2. Processing Times
Our products are handcrafted in small batches in Renwick, Marlborough. Please allow 1 to 3 business days for your order to be processed, packed, and handed to the courier.
During busy periods (sales, product launches, and holidays), processing may take up to 5 business days. If there is a significant delay, we will email you.
We dispatch orders on standard business days (Monday to Friday). Orders placed on weekends or public holidays will be processed on the next business day.
3. Shipping Carrier and Tracking
All orders are shipped via NZ Post.
Once your order has been dispatched and scanned into the NZ Post system, you will receive an email with your tracking number. You can track your parcel at nzpost.co.nz/tools/tracking.
Please note that tracking updates may take up to 24 hours to appear after dispatch.
4. New Zealand Delivery
Standard shipping: Flat rate of $10.00 NZD.
Free shipping: Orders over $100.00 NZD qualify for free standard shipping within New Zealand.
Estimated delivery: 1 to 3 business days after dispatch for urban addresses.
Rural delivery (RD): Please allow an additional 2 to 3 business days for NZ Post to reach rural locations. Rural delivery schedules are set by NZ Post and may vary by area.
These are estimated timeframes, not guaranteed delivery dates. Delays may occur due to carrier capacity, weather, or public holidays. We are not responsible for delays once the parcel is with NZ Post, but we will help you follow up if your order has not arrived within a reasonable time.
5. Australian Delivery
Shipping rate: Flat rate of $12.00 NZD.
Carrier: NZ Post International (tracked).
Estimated delivery: 3 to 10 business days after dispatch, depending on Australian customs processing and local postal handling.
Customs, duties, and import fees
As the importer of record, you (the customer) are responsible for any Australian customs duties, import taxes, GST, or biosecurity fees that may be charged on your order. These charges are determined by Australian Border Force and are outside our control. We cannot predict whether charges will apply or estimate their amount.
Please ensure that tallow-based cosmetic products are permitted for import into your state or territory before ordering. If your parcel is held, returned, or destroyed by Australian customs, we are not liable for any loss. We will work with you to resolve the situation where possible, but we cannot guarantee a refund for customs-related issues that are outside our control.
6. Shipping Rates and Free Shipping
| Destination | Rate | Free shipping threshold |
|---|---|---|
| New Zealand (urban) | $10.00 NZD flat rate | Orders over $100.00 NZD |
| New Zealand (rural) | $10.00 NZD flat rate | Orders over $100.00 NZD |
| Australia | $12.00 NZD flat rate | Not available |
Shipping rates are displayed at checkout before you complete your purchase. We reserve the right to update shipping rates at any time, but any changes will not affect orders that have already been confirmed.
7. Product Integrity and Heat Sensitivity
Tallow is a natural product. It will soften or melt in high temperatures, particularly during summer months.
What we do
We pack your order to minimise heat exposure during transit. However, we cannot control temperatures once the parcel is with the carrier.
What you can do
- Track and collect promptly. We recommend tracking your parcel closely and collecting it from your mailbox or doorstep as soon as it arrives, especially during warmer months. Do not leave it in a hot mailbox, car, or on a sun-exposed doorstep.
- If a product softens in transit, simply place it in a cool area or the refrigerator for one to two hours. It will reset to its normal consistency. Melting and resetting does not affect the quality, safety, or effectiveness of the product.
We are not liable for products that melt or lose consistency due to heat exposure after delivery (for example, if a parcel is left in a hot mailbox for an extended period). However, if your product arrives visibly damaged, leaking, or unusable, please contact us — we will assess and resolve it.
8. Address Accuracy
Please double-check your shipping address at checkout. We ship to the address you provide, and we are not responsible for orders delivered to an incorrect address entered by the customer.
If a parcel is returned to us because of an incorrect or incomplete address, we will contact you. A re-shipping fee (equal to the original shipping cost) will apply to resend the order.
If you realise you have entered the wrong address after placing your order, contact us at ecoshine@geckocreationz.com as soon as possible. If we have not yet dispatched your order, we can update the address at no extra cost.
9. Missing or Lost Parcels
If your parcel has not arrived within the estimated delivery timeframe:
- Check your tracking information at nzpost.co.nz/tools/tracking for the latest status.
- Check with household members, neighbours, or your building reception — NZ Post may leave parcels in a safe place or with a neighbour.
- If the tracking shows the parcel as delivered but you have not received it, or if tracking has not updated for more than 5 business days, contact us at ecoshine@geckocreationz.com.
We will open an investigation with NZ Post. If the parcel is confirmed lost, we will send a replacement or issue a refund at our discretion.
10. Damaged Deliveries
If your parcel arrives damaged, please:
- Take photos of the damaged packaging and product before discarding anything.
- Email us at ecoshine@geckocreationz.com within 7 days of delivery with your order number and the photos.
We will work with NZ Post to investigate and, where appropriate, make a claim. You are entitled to a remedy (replacement or refund) for damaged goods under the Consumer Guarantees Act 1993 (NZ) or the Australian Consumer Law (for Australian customers). The 7-day reporting window helps us process carrier claims — it does not limit your statutory rights.
11. Order Changes and Cancellations
If you need to change or cancel your order, contact us at ecoshine@geckocreationz.com as soon as possible.
- Before dispatch: We can usually modify or cancel your order and issue a full refund.
- After dispatch: We cannot cancel or modify an order once it has been handed to NZ Post. You will need to follow our returns process (see our Refund & Returns Policy).
12. Contact Us
If you have any questions about shipping, delivery, or your order, please contact us:
Gecko Creationz A trading name of Straw Lodge Vineyard Limited 17 Fareham Lane, Renwick 7271, Marlborough, New Zealand Email: ecoshine@geckocreationz.com Phone: +64 021 127 0292