{
  "shipping": {
    "title": "Shipping Policy",
    "summary": "Free delivery across New Zealand on orders of NZD 75 and over. Below that the only method offered is Express Delivery at NZD 25, which is also available on any order as a paid upgrade. Orders are handled in 24 to 48 hours and tracked from there. This store ships within New Zealand only.",
    "content": "Shipping and delivery Last updated 7 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order. What delivery costs Free standard delivery on every order. The threshold is $75 and our cheapest item is $89, so every order reaches it. $25 for express shipping, if you want it sooner. That is an optional upgrade, not a delivery charge. We have never published a transit time for express, so we are not going to put a number here that we cannot stand behind. It is faster than standard. If you need it by a particular date, email us before you order and we will tell you whether we can make it. How long it takes Allow 5 to 7 days in transit anywhere in New Zealand. That is on top of a 24 to 48 hour handling time while the order is picked and packed. Delivery time varies by location, and a rural address will sit at the longer end of that window. Where we deliver Everywhere in New Zealand, including Auckland, Wellington, Christchurch, Hamilton, Tauranga, Napier-Hastings, Dunedin, Palmerston North, Nelson, Rotorua. We also accept orders from outside New Zealand. Those are delivered free in 7 to 10 days. Who carries it New Zealand Post, FedEx, UPS and DHL, depending on where the parcel is going. Tracking You get an email with a tracking number as soon as your order ships. If it has not arrived, check the junk folder first, then email us with your order number. For logistical reasons items in the same order may be sent in separate packages. More than one tracking number is normal rather than a mistake, and it is worth checking whether part of an order has already landed before reporting it missing. If something goes wrong Tracking that has not moved for more than one business day, a parcel that has not arrived, or a delivery marked complete that is not on your doorstep: email theteam@customersupport.care with the order number and we will chase the courier. Under the Consumer Guarantees Act 1993 goods that do not arrive within a reasonable time are our problem to fix, not yours. Who you are dealing with The Fluffee Company New Zealand, a division of BuyFactory Direct Pty Ltd, a wholly owned subsidiary of Caruso Consulting Co Ltd, 8 Commerce Street, Auckland CBD, Auckland 1010, New Zealand. Email theteam@customersupport.care .",
    "url": "https://fluffee.co.nz/shipping/"
  },
  "returns": {
    "title": "Returns Policy",
    "summary": "Fifteen days from purchase to change your mind on an unused item in its original packaging, with proof of purchase. This is the shop's own policy: New Zealand law gives no statutory cooling-off period for an online purchase. A change of mind return carries a $29 non-refundable handling charge and the customer pays return postage; refunds are processed 24 to 48 hours after the item is received. An order can be cancelled until it ships, with a 12.5 per cent service and processing fee. Separately, the consumer guarantees under the Consumer Guarantees Act 1993 apply to everything sold and cannot be excluded: goods that are faulty, unfit for purpose or not as described carry a repair, replacement or refund, the choice being the customer's where the failure is major, with return postage paid by the shop.",
    "content": "Refunds and returns Last updated 7 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order. Your rights under the Consumer Guarantees Act 1993 These apply to everything we sell and cannot be contracted out of for a consumer sale. Goods must be of acceptable quality, fit for the purpose they are sold for, and match their description. If something is faulty, not fit for purpose or not as described, you are entitled to a repair, a replacement or a refund. Where the failure is substantial the choice is yours. We pay return postage on a faulty item, and compensation may also be available for reasonably foreseeable loss. Nothing on the rest of this page limits any of that. Changing your mind New Zealand law gives no statutory cooling-off period for an ordinary online purchase. The window below is our own policy , offered because buying bedding you cannot touch first is a fair thing to be unsure about. You have 15 days from purchase. The item must be unused and in its original packaging. You need the receipt, the order confirmation or other proof of purchase from this website. A $39 non-refundable handling charge applies. It covers the original picking and packing. You pay the return postage, and we ask you to use a tracked service. We do not accept free change-of-mind returns. These are bulky items with real shipping costs, and we would rather say so here than surprise you later. Cancelling before it ships An order can be cancelled at any time before it ships, and a 12.5 per cent service and processing fee applies. Most orders ship within 24 hours, so a cancellation needs to reach us within about 12 hours to catch it. Once packing and shipping have started it can no longer be cancelled, and the change-of-mind policy above is what applies instead. Damaged, incorrect or missing Tell us straight away and we will put it right. We bear the return postage where a product arrived damaged or went missing in transit. We may ask for a photograph of how it arrived, which speeds the claim up rather than slowing it down. How a refund is paid Refunds are processed 24 to 48 hours after we receive the returned item, back to the original payment method. If you would rather hold it as credit against a future order, say so and we will. What we cannot take back Purchases made from a third-party retailer rather than from this website. Take those to the retailer you bought them from. Starting a return Email theteam@customersupport.care with your order number and what you would like to happen. Support is answered seven days a week and most emails are answered within one business day. If we cannot agree You can take a consumer complaint to the Disputes Tribunal, and the Commerce Commission at comcom.govt.nz enforces the Fair Trading Act 1986. Who you are dealing with The Fluffee Company New Zealand, a division of BuyFactory Direct Pty Ltd, a wholly owned subsidiary of Caruso Consulting Co Ltd, 8 Commerce Street, Auckland CBD, Auckland 1010, New Zealand. Email theteam@customersupport.care .",
    "url": "https://fluffee.co.nz/refunds-and-returns/"
  },
  "privacy": {
    "title": "Privacy Policy",
    "summary": "How Fluffee New Zealand collects, uses, shares and protects your personal data, including cookies and analytics.",
    "content": "Privacy policy Last updated 7 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order. What we collect When you place an order: your name, email address, delivery address, phone number if you give one, and what you ordered. When you email us: whatever is in the email. We never see your card number. Payment is completed on Stripe's or PayPal's own page, and what comes back to us is confirmation that a payment succeeded. Why we hold it To pack and send your order, to email you a receipt and a tracking number, to answer you if you write to us, and to keep the tax records we are required to keep. Who else sees it The payment provider, Stripe or PayPal, which processes the payment. The courier carrying the parcel: New Zealand Post, FedEx, UPS or DHL. The email provider that sends your confirmation. The warehouse that picks and packs the order. We do not sell your details and we do not pass them to anyone else for marketing. Analytics This site uses Google Analytics 4 to count visits and see which pages people read. That is aggregate measurement rather than anything tied to your name. How long we keep it Order records for seven years, which is how long tax records must be kept in New Zealand. Support emails for two years. Your rights under the Privacy Act 2020 You can ask what personal information we hold about you and ask us to correct it. Email theteam@customersupport.care and we will answer within 20 working days. If you are not satisfied with how we handle it, you can complain to the Office of the Privacy Commissioner at privacy.org.nz . Who you are dealing with The Fluffee Company New Zealand, a division of BuyFactory Direct Pty Ltd, a wholly owned subsidiary of Caruso Consulting Co Ltd, 8 Commerce Street, Auckland CBD, Auckland 1010, New Zealand. Email theteam@customersupport.care .",
    "url": "https://fluffee.co.nz/privacy-policy/"
  },
  "terms": {
    "title": "Terms & Conditions",
    "summary": "The terms that apply when you use the website and buy from Fluffee New Zealand.",
    "content": "Terms and conditions Last updated 7 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order. Who you are contracting with The Fluffee Company New Zealand, a division of BuyFactory Direct Pty Ltd, a wholly owned subsidiary of Caruso Consulting Co Ltd, 8 Commerce Street, Auckland CBD, Auckland 1010, New Zealand. Email theteam@customersupport.care . Prices and payment All prices are in New Zealand dollars. This store does not add a separate tax line, so the figure on the product page is the figure charged. We accept Visa, Mastercard and American Express through our card checkout, and PayPal. Card details are entered on the payment provider's own page and never reach this website. We do not accept cryptocurrency. We try to keep every price and description correct. If an obvious error means a price is plainly wrong, we will tell you before we ship and you can confirm at the right price or cancel for a full refund. When the contract forms Your order is an offer to buy. The contract forms when we email you the order confirmation. We may decline an order, and if we do we refund what you paid in full. Delivery and returns Delivery is set out on the shipping page and returns on the refunds and returns page . Both form part of these terms. Using this website The text, photographs and design on this site are ours and are for your personal, non-commercial use. Do not copy them for another business, and do not upload anything harmful, unlawful or infringing. You must be 18 or over to order. Under 18, order through a parent or guardian. Our liability Nothing here limits the guarantees in the Consumer Guarantees Act 1993 or your rights under the Fair Trading Act 1986, which apply to a consumer purchase and cannot be contracted out of. Beyond that, we are not liable for indirect or consequential loss. Changes We can change these terms. The version that applies to your order is the one published when you placed it. Governing law New Zealand law governs these terms, and the New Zealand courts have jurisdiction. A consumer complaint can also go to the Disputes Tribunal.",
    "url": "https://fluffee.co.nz/terms-and-conditions/"
  }
}