Depending on the value of your parcel, we offer compensation for loss or damage.

Compensation may be considered if your parcel is damaged or lost after it has been received by the You Shop warehouse.

Use our Assistance Form to enquire about your parcel.

When compensation applies, we will pay the lesser of the following:

• Value or declared value of the item as determined by us
• Cost of repairing the damage
• NZ$2,000 for You Shop USA and NZ$1,400 for You Shop UK
• GST
• NZ Customs fees - if paid to NZ Post

If your compensation claim is approved, we will refund any You Shop international postage paid for your parcel(s).

We have no liability if your parcel has been lost or damaged from actions outside of our control. This also applies to any indirect or consequential loss, damage, or cost, however it arises.

All delivery times are targets only, so we won't compensate for late delivery. See the You Shop terms and conditions for more information.

Any claim by you for loss of, or damage to, your parcels must be made in writing and received by us within 21 days after your parcel:

• is delivered to you; or
• in the case of non-delivery, was estimated for delivery.

You must comply with the procedures, and provide us with the information, set out on www.nzpost.co.nz for making a compensation claim.

Due to the time zone difference the warehouse does not operate Sunday or Monday New Zealand time (the USA & UK weekend).

Because of this, if your item is received at the USA or UK warehouse late Friday or Saturday (New Zealand time) you may not receive notification of its arrival until Tuesday afternoon (New Zealand time).

We will hold your parcel for 21 days from the date of our first email telling you your parcel has arrived. If you have not paid the international postage by the end of this period, we may dispose of your parcel. We’ll send you two payment reminders before this happens.

Think your parcel should already be with us? Don’t worry – it can take up to 3 working days for us to process your parcel and notify you of its arrival. If you still haven’t received notification, your parcel may have been sent with an incomplete address - check if we have received it at the link below.

Understanding the costs to ship a parcel to New Zealand can be complicated. Visit our pricing page to find out what you may need to pay before using your You Shop address to shop online. 

You can also calculate how much duty and/or GST you may need to pay to Customs by visiting the What's My Duty estimator.

The shipping estimate for your oversize item covers delivery to the Auckland International Freight Services Centre only and not for final delivery within New Zealand by NZ Post. You can collect your goods from the Freight Services Centre at Auckland Airport or we can provide a quote for onward oversize shipping anywhere in New Zealand. Please email us for more information.

Your new US address will automatically be updated in your You Shop account on 1 July 2025. Each customer has a personalised version of the new address, which will have been sent to you by email in May. Your new US You Shop address will look something like this:

Any orders that arrive to the previous location after 31 July will be transferred to the new address for processing, so may experience some delay. Orders arriving after 14 August may be returned to sender (or discarded if not able to be returned). Shop using the updated address from 23 June to give your precious shopping a smooth delivery to you.

Our new warehouse can start processing parcels from 23 June.

We cannot consolidate items between two warehouses. If you want to consolidate your parcels, please ensure they are delivered to the same warehouse.

Please make your payment by Thursday 31 July so that we can get your shopping order on its way to you.

Any parcels awaiting payment which is not received by 31 July will be transferred to the new location for processing and may be subject to delays. Any parcels awaiting payment that are not paid by 14 August may be returned to sender or discarded.

Make your payment before 31 July to help ensure your item reaches you safe and sound in NZ.

Please get in touch with us as soon as possible by emailing [email protected]

Any parcels that arrive at the old location after 31 July will be transferred to the new address for processing, so may experience some delays. Orders arriving after 14 August may be returned to sender (or discarded if not able to be returned).

Unfortunately not. Dangerous Goods (DGs) are unable to be handled at this location at this time. Please refrain from making any purchases of DGs using this new US You Shop address until further notice.

Please get in touch with us by emailing [email protected]