Shipping & Returns Information

How long will it take to receive my order?

Typically orders received before 10am NZST will be dispatched the same working day.

Shipping Times ETA

New Zealand

  • Overnight (within working days) via tracked courier. Please add 2 days for rural delivery
  • Free or $6 for rural delivery

Australia

  • $12 NZD via NZ Post Economy Tracked (free for orders over $100).  This service takes 3 to 10 working days.  
  • $25 NZD via expedited DHL tracked service (1 to 3 working days)

United States

  • 3 to 4 working days via tracked courier
  • $35 NZD flat rate

Rest of the World

  • 8 to 15 working days
  • $22 NZD flat rate


How much does shipping cost?

Vilo is happy to offer free expedited shipping to most places in New Zealand. Rural delivery will cost $6. 


    How do i know when my order has shipped?

    Once your order has shipped you will receive an email with the details of the shipping company and tracking number if applicable. Please note the delivery times are estimates only and delivery times cannot be guaranteed through circumstances outside of our control.

    Please note standard international shipping is an untracked service.


    Who pays for international import taxes?

    International orders may be subject to import duties and taxes on receipt of the package in the destination country. The customer is responsible for any customs charges that may be applied to the shipment.

    Unfortunately, Vilo has no control over these charges. Customs determines these charges and Vilo has no way of knowing what these charges may be. Vilo is not responsible for any actions taken by customs or the chosen package delivery service.



    RETURNS & EXCHANGES

    If I don't like the sunglasses can I return or exchange them?

    Yes. Vilo aims to make returns and exchanges as simple as possible. If you would like to return or exchange please contact us first and we will arrange everything for you.

    **For New Zealand customers return shipping is totally free! 

    • Returns must be in brand new condition, with original box
    • Returns must be postmarked for return within 30 days of the original delivery to you (If they are a gift, this period is extended in the months of November and December to be 30 days after Christmas to allow the recipient to try them on first)

    If your Vilo sunglasses or watch has a manufacturer defect, we will, of course, repair or replace them for you at no cost.

    If you are unsure if your sunglasses will suit, please have a look at our virtual try it on application, on the website product page first.


    When can I expect a refund?

    We don't withhold refunds. Refunds are normally processed the same working day after the returned goods are inspected and approved.


    WARRANTY

    What is your Warranty Policy?


    We stand by the quality of our products. All Vilo sunglasses and watches are warranted against manufacturing defects for a full 12 months.

    Vilo does not warrant against accidents or lack of care that result in cracks, breakage or dents. Normal wear and tear, loss, theft, scratches, or any damage due to misuse are also not covered. Assessment of any products under warranty remain at the discretion of Vilo.

    See our FAQ's to find out tips for taking care of your sunglasses or watch

    If you have any issues, please contact us and our customer service team will respond to your request as soon as possible.


    I accidentally broke my sunglasses. What is your 200 day accident cover?

    We get that life is busy and accidents happen.

    That's why we offer 40% off a replacement pair if your sunglasses get broken or damaged within the first 200 days of purchase through the website. Simply contact us and return them to receive your discount on a replacement pair.


    STILL HAVE QUESTIONS?