Shipping policy

Shipping Policy

Within New Zealand

Orders below $50 incur a $5 shipping charge. Orders over $50 are shipped free of charge.

Orders are typically processed within one working day. Standard delivery timeframes are generally 1–2 working days from dispatch, depending on location.

Customers will receive shipping confirmation once their order has been dispatched.

Prescription Orders

Prescription orders submitted through our Online Prescription Service are reviewed by a pharmacist before processing.

Once your prescription has been reviewed, our team may contact you to:

  • confirm your prescription details

  • discuss payment if required

  • arrange collection or delivery

Prescription items may require additional processing time depending on medicine availability, prescription requirements, or pharmacist consultation.

Some prescription medicines may only be available for in-store collection and cannot be shipped. Our team will advise you if this applies to your order.

Please ensure all information submitted with your prescription is accurate and up to date to avoid delays.

Australia

Orders to Australia incur a flat shipping rate of $25. Orders over $300 ship free of charge.

Orders are typically processed within one working day. Delivery generally occurs within 1–5 working days from dispatch depending on the destination. Sydney metro deliveries may arrive sooner.

Customers will receive shipping confirmation once their order has been dispatched.

Please note that prescription medicines cannot be shipped internationally.

International Orders

All international orders above $500 ship free of charge.

Shipping rates for international orders are calculated at checkout based on your shipping zone. Delivery timeframes are typically between 1–5 working days depending on destination and courier services.

Customers will receive shipping confirmation once their order has been dispatched.

Please note that prescription medicines and pharmacy-only medicines cannot be shipped internationally.

Prescription Delivery Information

Prescription delivery is available within eligible areas of New Zealand only.

Delivery availability may depend on:

  • prescription type

  • medicine classification

  • delivery location

  • pharmacist approval

For certain medicines, identification may be required upon collection or delivery in accordance with New Zealand pharmacy regulations.

If there are any issues with your prescription submission, our pharmacy team will contact you directly before processing your order.

Customs & Import Duties

International orders may be subject to customs duties, import taxes, or additional fees imposed by the destination country.

We recommend customers check their local import regulations before placing an order.

Refund Policy

Refunds can only be made using the same payment method originally used for the order.

If you have paid using non-cash payment methods such as Reward Points, Gift Vouchers, or Store Credit, this portion of the payment will be refunded as Store Credit for future use.

Refund to Credit Card

Available when payment was made using the same credit card and the card has not expired.

Refund to PayPal

Available when payment was made within 60 days of the refund request. If more than 60 days have passed, please provide your PayPal email address.

Other Refund Methods

In all other cases, please provide your bank account details for direct refund processing.

Please note:

  • Prescription medicines cannot be returned for change-of-mind reasons once dispensed, in accordance with pharmacy and health regulations.

  • Refunds for prescription orders will only be considered where required under New Zealand consumer law.

Returns Policy

We understand that health and wellness purchases are considered carefully.

Refunds or exchanges may be provided where products are returned in unused, unopened, and undamaged condition, subject to approval.

The customer will be reimbursed for the cost of the order less any shipping costs incurred.

For health and safety reasons, we are unable to accept returns on:

  • opened health products

  • prescription medicines

  • pharmacist-only medicines

  • personal care items where hygiene seals have been broken

If you have any concerns regarding your order, please contact our team and we will do our best to assist.

For any questions or clarification, please email:
barbara@roskillvillagepharmacy.co.nz