Get help
Welcome to Towelbartidy. We are committed to providing you with clear information regarding our operations. Below you will find answers to common questions in accordance with New Zealand and European consumer regulations.
- Payment Methods
We offer secure and convenient payment options to facilitate your purchase. We accept the following payment methods:
Credit/Debit Cards: Visa, Mastercard, and American Express.
Digital Wallets: Apple Pay and Google Pay.
Electronic Wallets: We support major regional electronic wallet services integrated within our checkout process.
All transactions are processed securely. Please ensure your billing information matches the details on file with your financial institution to avoid processing delays.
- Shipping and Delivery (DDP – Delivered Duty Paid)
We operate from our registered facility in New Zealand and ship directly to our customers in Europe.
Shipping Model: All orders are shipped on a Delivered Duty Paid (DDP) basis. This means the price you pay at checkout includes all applicable customs duties and import taxes. You will not be required to pay additional fees upon delivery.
Processing Time: Orders are typically processed within 1–3 business days.
Transit Time: Estimated delivery is 5–10 business days from the date of dispatch.
Tracking: We partner with DHL, FedEx, and UPS for priority shipping. You will receive automated email notifications at key transit milestones, including dispatch, arrival at regional hubs, and final delivery updates, using the email address provided at checkout.
Delays: If an order exceeds our standard delivery timeframe, we will initiate a formal investigation with the carrier. Depending on the outcome of the investigation, we will determine the appropriate resolution, which may include a full refund or a replacement shipment.
- Returns and Refunds
We strictly adhere to the European Consumer Rights Directive and New Zealand consumer protection standards to ensure a fair experience.
Right of Withdrawal: As a consumer located in Europe, you possess a 14-day Right of Withdrawal. You may return your order within 14 days of receipt for any reason. To exercise this right, please contact our customer service team via email to initiate the return process.
Damaged or Defective Items: We strive to ensure all items arrive in perfect condition. If you receive an item that is damaged or contains a defect, please contact our support team via email with photographic evidence of the issue.
Once the evidence is reviewed and verified, we will offer you the choice of a full refund or a replacement.
In the case of damaged or defective goods, there is no requirement to return the item to us; once the evidence is provided, your refund or replacement will be processed promptly.
Contact Us
If you have further questions or require assistance regarding an order, please reach out to us:
Company: DEAR HEART LIMITED
Address: Karen Haig, 7 Harcourt Street, Belleknowes, Dunedin 9011, New Zealand
Email: hanging@towelbartidy.com
Phone: +64 273071251