Shipping policy
VISTORA — SHIPPING POLICY
Last updated: 28 August 2026
At Vistora, we aim to make your shopping experience simple, transparent and reliable. We offer shipping to customers in selected destinations worldwide.
Because our products may be fulfilled from different locations, shipping options, delivery times and costs can vary depending on the product, destination and fulfilment location.
1. Where We Ship
Vistora offers international shipping to selected destinations worldwide.
Shipping availability depends on the product, destination and available delivery services.
If shipping is unavailable to your location, this will be shown at checkout where possible.
If you have any questions about delivery to your country, please contact us at:
2. Order Processing
Orders are generally processed within 24–48 hours after payment has been successfully received.
Processing may take longer during weekends, public holidays, promotional periods or periods of unusually high order volume.
Once your order has been dispatched, tracking information will be provided where tracking is available.
3. Delivery Times
Delivery times vary depending on:
- Your delivery country
- The product purchased
- The fulfilment location
- The shipping method selected
- The courier
International orders typically arrive within approximately 5–7 business days after processing, depending on the destination and shipping service.
Some products or destinations may have different delivery estimates. Where available, the estimated delivery timeframe will be displayed at checkout or on the relevant product information.
Delivery times are estimates and are not guaranteed delivery dates.
Delays can occasionally occur due to customs clearance, courier disruptions, weather, public holidays, incorrect address information or circumstances outside our reasonable control.
European Union Customers
For customers in the European Union, unless a different delivery timeframe has been agreed, orders will generally be delivered without undue delay and no later than 30 days after the order is placed, in accordance with applicable EU consumer protection laws.
4. Shipping Methods & Couriers
For branded products, orders may be delivered through internationally recognised courier services such as DHL, FedEx, or UPS, depending on the product, fulfilment location and destination.
For Vistora Select products, the courier may vary depending on the product and fulfilment arrangements.
Available shipping methods and the applicable shipping cost will be displayed at checkout before you complete your purchase.
The courier used for your order may vary depending on availability and destination.
5. Shipping Charges
Shipping charges are calculated based on factors such as:
- Destination country
- Shipping method
- Product type
- Number of products
- Fulfilment location
The applicable shipping charge will be displayed at checkout before you complete your purchase.
Shipping rates may vary between products and destinations and may change from time to time.
6. Multiple Shipments
Some orders may contain products fulfilled from different locations.
If this occurs:
- Your order may arrive in separate parcels.
- Products may arrive on different dates.
- You may receive more than one tracking number.
- Separate shipping charges may apply where applicable.
If your order contains products fulfilled from different locations, receiving multiple tracking numbers is normal and does not necessarily indicate a problem with your order.
You will not be charged additional shipping after your order has been placed unless you have separately agreed to an additional delivery service or charge.
Receiving your order in separate parcels does not necessarily indicate that anything is missing from your order.
7. Order Tracking
Where tracking is available, you will receive tracking information once your order has been dispatched.
Depending on the product and destination, your order may be shipped using DHL, FedEx, UPS, or another recognised delivery service.
Please allow some time for tracking information to become active after dispatch.
If your tracking information has not updated for an extended period or you believe your order has not arrived, please contact:
support@vistora.world
Please include your order number so we can investigate the shipment.
8. International Duties, Taxes & Customs
International orders may be subject to:
- Customs duties
- Import taxes
- GST/VAT
- Customs clearance charges
- Other fees imposed by the destination country or relevant authorities
These charges vary depending on the destination country’s laws and the circumstances of the shipment.
Where such charges are applicable and are not included in the price or shipping arrangement shown at checkout, they may be payable by the customer.
Vistora does not control the amount of customs duties, taxes, or other charges imposed by authorities in the destination country.
Customers are responsible for providing accurate information and cooperating with customs or the delivery courier where required.
European Union Customers
For orders delivered to the European Union, applicable taxes such as VAT will be displayed or accounted for at checkout, where required and where applicable to the order and shipping arrangement.
Additional customs charges may apply where they are not included in the order total.
EU consumers are entitled to clear information about the total price, including applicable taxes and delivery charges, before completing an online purchase.
9. New Zealand Orders
Vistora is based in New Zealand and also serves customers within New Zealand.
Orders delivered within New Zealand may be subject to applicable New Zealand taxes, duties or other charges depending on where and how the product is fulfilled.
Nothing in this Shipping Policy is intended to exclude or limit any rights you may have under applicable New Zealand consumer protection law.
10. Customs Delays
International shipments may be inspected or held by customs authorities.
Customs may request additional information or payment of applicable charges before releasing a shipment.
Such procedures may delay delivery.
Vistora will provide reasonable assistance where possible, but customs decisions and clearance times are outside our control.
11. Incorrect or Incomplete Delivery Information
Customers are responsible for providing an accurate and complete delivery address at checkout.
If you notice an error in your delivery information, please contact us as soon as possible at:
support@vistora.world
We will try to assist where possible.
Once an order has been dispatched, we may not be able to change the delivery address.
Additional costs resulting from incorrect or incomplete delivery information may be the customer’s responsibility where permitted by law.
12. Missed or Failed Deliveries
Delivery couriers may make multiple delivery attempts or provide instructions for collection, depending on the courier and destination.
If delivery cannot be completed because:
- The recipient is unavailable
- The delivery address is incorrect
- Customs requirements have not been completed
- Applicable charges have not been paid
- The parcel is not collected
The parcel may be returned to the fulfilment location.
If this occurs, additional delivery or return costs may apply where permitted by law.
We will contact you where possible to discuss the available options.
13. Lost or Delayed Orders
If your order has not arrived within the expected delivery timeframe, please contact us at:
support@vistora.world
Please provide your order number and tracking information if available.
We will investigate the shipment with the relevant delivery or fulfilment partner.
Nothing in this policy limits any rights or remedies you may have under applicable consumer protection law where goods are lost, not delivered or otherwise fail to meet legal requirements.
For EU customers, applicable statutory delivery rights continue to apply where relevant.
14. Damaged Deliveries
If your parcel arrives damaged, please contact us as soon as reasonably possible.
Please provide:
- Your order number
- Clear photographs of the outer packaging
- Clear photographs of the product
- A description of the damage
Please keep the product and original packaging until we have reviewed your request.
If the product is confirmed to be damaged, faulty or otherwise covered by applicable consumer protection law, Vistora will provide an appropriate remedy.
For more information about returns and refunds, please see our Return & Refund Policy.
15. Branded & Vistora Select Products
Vistora offers a curated selection of branded and premium products alongside our Vistora Select collection.
Products may be fulfilled from different locations depending on the item.
As a result, shipping times, delivery methods and fulfilment arrangements may vary between products.
The applicable shipping information provided at checkout applies to your order.
16. Delivery Estimates
All delivery timeframes provided by Vistora are estimates unless expressly stated otherwise.
We cannot guarantee delivery on a particular date.
However, we will take reasonable steps to ensure your order is processed and delivered within the applicable estimated timeframe.
If an unexpected delay occurs, we will assist you where reasonably possible.
Nothing in this section limits any rights you may have under applicable consumer protection law.
17. Contact Us
If you have any questions about shipping, delivery, tracking, or customs, please contact us:
Vistora
New Zealand
Email: support@vistora.world
Website: vistora.world
We aim to respond to shipping enquiries within 2–3 business days.