Frequently Asked Questions

How long does NZ delivery take? 

Most NZ orders arrive within 2–4 working days — we're known for being
prompt! We ship with NZ Post (predominantly), Post Haste, and NZ Couriers.

What are the shipping rates for NZ orders?

• Orders $150 NZD and over: FREE
• Under $150 NZD: $8 NZD (standard)/ $12 NZD (rural)

How long does delivery to Australia take? 

Australian orders typically arrive within 3–6 working days via NZ Post International. All AU parcels are tracked.

• Orders $250 NZD and over: FREE
• Under $250 NZD: $28 NZD flat rate

Do you ship internationally? 

Yes — we ship to most countries worldwide. Full international rates are available on
our Shipping & Delivery page.

Can I track my order? 

Yes! You'll receive a tracking link via email once your order is dispatched.

Do you ship to the US? 

Yes — everything you see on The Mum Loop can be shipped to the US. Delivery typically
takes around 2 weeks from dispatch, though during busy periods it can occasionally take up to 3 weeks or more.

Will I be charged duties or taxes? 

Yes. US orders are subject to import duties, typically 12–15% of your order value. Here's how it works:

1. You place your order as normal
2. Within 24 hours, you'll receive a duty invoice by email with a secure payment link
3. Once paid, your order is picked, wrapped, and dispatched within 1–2 business days

We hold your order while we wait to hear from you. If we don't receive payment of the duty invoice within 2–4 weeks, your order will be released back to stock and you'll receive a full refund. We'll always try to reach out personally before that happens — so please don't hesitate to get in touch if you have any questions.

What is your returns policy? 

We offer a 10-day return window from the date of delivery. Please contact us within that timeframe to initiate a return. Full details are on our Returns page.

Who covers return shipping costs?

• Faulty items or full-priced Outland Denim jeans: we cover the return cost
• Change of mind or size swaps: return shipping is at your cost (we are a small business and offer free shipping in most cases so cannot absorb the additional cost of return postage for change of mind) — we appreciate your understanding!

How long do refunds take? 

We process refunds quickly — usually within 24–48 hours of receiving your return. Full details are on our Returns page.

Do you restock sold-out items? 

Occasionally — it depends on product availability and demand. It's always worth reaching out to ask!

We also offer a waiting list for our bestselling products, including Hinu Hair Growth Oil and Boob Balm, which frequently sell out. Contact us to be added to the list / notified when back in stock.

Sizing – how do I work out my size?

We provide as much product and sizing information as possible on each product page. Where provided from the brand, we also add their size guides and model dimensions. We know buying a new brand online can sometimes be difficult so please don't hesitate to reach out if you have any questions, our founder Nina can give you personalised assistance. Contact us here.

Do you offer gift wrapping? 

Yes! We can beautifully wrap your gift in our branded tissue paper and ribbon, and
include a personalised note on a The Mum Loop card. Just let us know at checkout or in your order notes.

Do you offer gift cards? 

Yes — The Mum Loop Gift Vouchers are available here.

Can I get styling advice? 

Absolutely — and it doesn't matter where in the world you are! Our founder Nina loves
helping women discover their personal style and find beautiful pieces that feel truly them. Whether you have a styling question, need help putting a look together, or just want a second opinion — she's always happy to help. Reach out any time. 💛

If you're based in Wellington, we also offer our signature Style Concierge service —personalised delivery and try-ons in the comfort of your own home. Find out more here.

Do you offer click & collect or in-store shopping? 

We're an online-only store, but Wellington locals can enjoy personalised delivery and try-ons through our Style Concierge service.