Frequently Asked Questions

Q: How long does NZ delivery take?

A: 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.

Q: What are the shipping rates for NZ orders?

A: Orders $150 NZD and over are FREE Orders under $150 NZD: $8 NZD (standard) / $12 NZD (rural).

Q: How long does delivery to Australia take?

A: Australian orders typically arrive within 3–6 working days via NZ Post International. All AU parcels are tracked. Orders $250 NZD and over are FREE. Orders under $250 NZD: $28 NZD flat rate.

Q: Do you ship internationally?

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

Q: Can I track my order?

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

Q: Do you ship to the US?

A: 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.

Q: Will I be charged duties or taxes?

A: 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 within 2–4 weeks, your order will be released back to the store and you'll receive a full refund.

Q: What is your returns policy?

A: 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.

Q: Who covers return shipping costs?

A: 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 appreciate your understanding!

Q: How long do refunds take?

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

Q: Do you restock sold-out items?

A: 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.

Q: How do I find my size?

A: All product descriptions include as much sizing and fit detail as possible, supplied directly from the brand. Where available, we also link to the brand's own size guides to help you find your perfect fit.

If you're still unsure, check out our blog post The 5 Golden Rules to Shopping Successfully Online for extra guidance — or simply reach out to us directly and we'll be happy to help!

Q: Do you offer gift wrapping?

A: 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.

Q: Do you offer gift cards?

A: Yes — The Mum Loop Gift Vouchers are available here.

Q: Can I get styling advice?

A: 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.

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

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