Shipping & Returns

Shipping and delivery

Shipping to the USA is free. For every other available country, our International rate is a flat US$6.50 per order, regardless of the number of items. Select your delivery country in your bag to see the shipping charge before payment. Availability can differ between products. We do not promise delivery to every country.

DND Den operates from New Zealand, and products may be dispatched directly by overseas suppliers. Delivery estimates depend on the product, destination and shipping service. Check the product’s delivery information before ordering; if an estimate has not been provided, contact denmaster@dndden.com before you pay. No general delivery timeframe applies to every item.

Check your delivery address carefully and tell us promptly if it needs changing. Once a parcel has been dispatched, a change may not be possible. We provide tracking details when they are available. Orders containing more than one item may arrive in separate parcels.

Import duties, border taxes or customs requirements may apply at the destination. Our shipping rates cover outbound shipping only and do not include customs charges. Ask us about any unclear destination charges before ordering.

If a parcel is delayed or missing

Contact us with your order reference if delivery is overdue, tracking stops updating or the parcel is marked delivered but has not arrived. We will investigate with the supplier or carrier and arrange the remedy required by applicable consumer law. You can raise the issue with DND Den; you do not have to resolve a supplier problem on your own.

Your consumer rights

The voluntary return policy below is additional to your rights under applicable consumer law, including New Zealand’s Consumer Guarantees Act where it applies. The 30-day period, unused condition and packaging requirements do not restrict rights concerning faulty, damaged, incorrectly supplied or misdescribed goods. Those rights also apply to sale items.

30-day change-of-mind returns

For a change-of-mind return, contact denmaster@dndden.com within 30 days of purchase with your order reference or other proof of purchase. The item must be unused, in the condition received and in its original packaging. Sale items are excluded from this voluntary change-of-mind offer; your statutory rights for faults and other qualifying problems still apply. Please contact us before posting a return so we can confirm the return instructions.

Returns address:
DND Den
34 Mt Marua Way
Wellington 5018
New Zealand

Return shipping costs are not covered by DND Den for change-of-mind returns. You are responsible for arranging and paying for return postage. Use suitable protective packaging and keep your proof of posting. Please do not send a parcel to a supplier or an address on its packaging without checking with us first.

Faulty, damaged or incorrect goods

Tell us what went wrong and include your order reference and photos where useful. We may need to inspect the item. Depending on the problem and the rights that apply, a remedy may be a repair, replacement or refund. For a substantial failure covered by the Consumer Guarantees Act, you may reject the goods and choose a refund or replacement, or keep them and claim compensation for the reduced value.

Where a fault or our error is confirmed, we cover reasonable return costs. If returning faulty goods is difficult or expensive, contact us so we can arrange collection where required. A statutory refund does not depend on accepting store credit.

Refunds and order changes

We will explain the outcome after assessing the return. Approved refunds go back to the original payment method; your bank or payment provider controls when they appear in your account. Contact us if a confirmed refund has not arrived.

If you want to change or cancel an order, contact us promptly. What can be changed depends on whether it has been processed or dispatched. Custom dice begin with an enquiry: the design, price, timing and any special cancellation or change-of-mind terms will be agreed before you order, without removing your statutory rights.