Shipping policy

Last updated: 28 September 2026

Please read this policy in full before placing your order. By completing a purchase on this store you confirm that you have read, understood and agreed to every term set out below.

1. Made-to-order dispatch: you are agreeing to wait

Every BUCKRIDE costume is packed to order and dispatched from our overseas fulfilment centre. It is not sitting in a local warehouse at the time of ordering. It is prepared, quality checked and dispatched after your order is placed.

Estimated delivery is approximately 10 to 18 days from dispatch, and up to 30 days from dispatch (orders are dispatched within 1 to 3 business days of payment).

By completing your purchase you expressly acknowledge and agree that:

this timeframe is an estimate, not a guaranteed delivery date
delivery may take longer than estimated for reasons set out in Section 6
you have accepted this waiting period as a condition of purchase
a delay within, or reasonably beyond, this window is not a failure to deliver and is not grounds for cancellation or a refund
"I didn't realise it was made to order" is not grounds for cancellation or a refund. The delivery timeframe is shown on the product page and at checkout before payment is taken

If the waiting period does not suit you, please do not place an order.

1.1 Processing time

Orders are reviewed, packed and handed to the carrier within 1 to 3 business days of payment. Packing, quality control and international transit make up the bulk of the delivery window. Halloween orders placed after October 8 may arrive after October 31, and ordering after that date is acceptance of that risk. Business days are Monday to Friday, excluding public holidays.

1.2 Orders cannot be cancelled or amended

Once payment is processed your order enters packing and stock allocation and cannot be cancelled, amended, paused or refunded. This includes requests made minutes after ordering. Requests to cancel will be declined.

2. Delivery address: your responsibility

You are responsible for supplying a complete, correct and current delivery address. Please check it carefully before paying, including unit or apartment number, street name, suburb or city, state or region and postcode.

We cannot guarantee that an address change can be made after an order is placed. If a change is possible it must be requested in writing to buckride@outlook.com immediately, and it cannot be made once the order has been dispatched.

We are not liable, and no refund or free replacement will be issued, where:

the address supplied was incorrect, incomplete or outdated
the recipient name was wrong or unrecognised at the address
delivery failed because nobody was available to receive or sign for the item
the parcel was refused by the recipient
the parcel was held at a depot or collection point and not collected within the carrier's holding period
the parcel was returned to sender for any of the reasons above
the parcel was recorded as delivered by the carrier and subsequently went missing from the delivery location, was stolen, or was taken in by another person (unless Shipping Protection was added to the order)

Where an address correction, re-delivery, depot storage or re-shipment is required as a result of an error on your side, those costs are payable by you before the item is sent again.

3. Shipping rates and free shipping

Shipping is free on orders over US$90 (NZ$150, converted to your currency at checkout). Below that a flat rate is shown at checkout before payment. Add-ons carry no shipping charge. Any charge for a remote or island address is shown at checkout before payment.

Original shipping charges are non-refundable, except where an entire order is refunded due to our error.

4. Tracking

You will receive a shipping confirmation email with a tracking number once your order leaves our facility.

Please note:

tracking can take 2 to 5 business days to show its first scan after the email is sent, which is normal and does not mean the parcel is lost
tracking can sit without movement for several days while a parcel is between countries, on a vessel or aircraft, or clearing customs; a gap in scans is not a sign the parcel is lost
tracking is updated by the carrier, not by us, and we have no ability to change or speed up carrier scans
if your tracking has not updated for 10 or more consecutive business days, email buckride@outlook.com with your order number and we will open an enquiry with the carrier
always check your junk and promotions folders before contacting us about a missing confirmation email

5. Delivery and handover

5.1 Handover

Parcels are delivered to the address you entered. Where nobody is available, the carrier may leave the parcel in a safe place at their discretion, leave a card, or hold it at a depot or collection point for a limited time set by the carrier. It is your responsibility to arrange redelivery or collect the parcel within that period.

5.2 What counts as delivered

A parcel is delivered when the carrier records a delivery scan to the address you entered at checkout. Where the carrier provides a delivery photo, a GPS stamp or a signature, that record is treated as conclusive proof of delivery. Delivery to a reception, mailroom, concierge, building manager or an agreed safe place counts as delivery to you.

5.3 Inspect on arrival

Inspect your delivery immediately. Any damage, defect or incorrect item must be reported to buckride@outlook.com within 48 hours of the delivery timestamp recorded by the carrier, with the photographic evidence set out in our Refund and Return Policy. Do not discard the packaging until any claim is fully resolved.

5.4 Multiple parcels

Larger orders and bundles may ship in more than one parcel, may leave on different dates and may arrive on different days. Receiving part of your order does not mean the remainder is lost. Each parcel has its own tracking number.

6. Delays outside our control

Delivery estimates are not guarantees. Delays may occur for reasons outside our reasonable control, including:

stock, packing or component delays at the fulfilment centre
freight capacity shortages, vessel or flight rescheduling and port congestion
customs inspection, clearance backlogs and border processing
carrier delays, depot backlogs, misrouting and failed delivery attempts
peak seasonal volume, including Black Friday, Christmas and New Year periods
public holidays in the country of origin or destination
severe weather, natural disasters, strikes, civil disruption and other force majeure events
incorrect or incomplete address details supplied at checkout

Delays of this kind are not grounds for cancellation or a refund. We will keep you updated and we will work with the carrier to resolve any issue.

7. Lost parcels

A parcel is treated as lost only once the carrier has formally declared it lost following an enquiry.

enquiries are opened once tracking has shown no movement for 10 or more consecutive business days
carrier investigations commonly take 10 to 20 business days to conclude
where a parcel is formally declared lost in transit, we will send a free replacement at our cost
where tracking confirms delivery, the parcel is not treated as lost. Items recorded as delivered and subsequently missing from the delivery location are not covered unless Shipping Protection was added to the order, and should be reported to the carrier and, where relevant, to your local authorities

8. Customs, duties and import taxes

For international orders:

any customs duties, import taxes, brokerage fees, handling fees or levies charged by the destination country are payable by you and are not included in the price or the shipping charge
these charges are set by your government and its carriers, and we have no control over the amount and cannot predict or refund it
refusing to pay import charges is not grounds for a refund. Where a parcel is returned to sender or destroyed by customs because charges were unpaid or the parcel was refused, no refund is issued
you are responsible for ensuring the item may lawfully be imported into your country

9. Undeliverable and returned-to-sender parcels

Where a parcel is returned to us as undeliverable, we will contact you at the email supplied with your order. You may choose to have it re-sent, with re-shipping costs payable by you.

If we receive no response within 14 days of contacting you, the order is treated as abandoned and no refund is issued.

10. Order changes and duplicate orders

product option, quantity and bundle selections cannot be changed once an order is placed
if you believe you have placed a duplicate order in error, email buckride@outlook.com within 1 hour of ordering. We will try to help, but we cannot guarantee a duplicate can be stopped once it has been packed

11. Shipping Protection (optional add-on)

What it covers: if your parcel is confirmed lost in transit, is stolen or missing after a carrier delivery scan, or arrives damaged, we send a replacement or refund you in full, without the carrier-claim process and without asking for delivery evidence from you. One replacement or refund per protected order. How to claim: email us with your order number within 48 hours of the delivery scan (theft or damage) or within 7 days of the end of the delivery window (loss in transit). Not covered: parcels sent to an address you entered incorrectly, parcels refused or not collected, duties and taxes, and change of mind.

12. Payment disputes and chargebacks

You agree to contact us at buckride@outlook.com and allow us a reasonable opportunity to resolve any shipping issue before initiating a chargeback, payment dispute or claim with your bank, card issuer or payment provider.

Please note:

a delay within, or reasonably beyond, the disclosed delivery window is not a valid basis for a dispute, as you accepted that timeframe as a condition of purchase
an unclaimed, refused or incorrectly addressed parcel is not a valid basis for a dispute
a parcel confirmed as delivered by carrier tracking is not a valid basis for a non-receipt dispute
where a dispute is raised, we will supply the payment provider with full evidence, including your order record, timestamped proof of your acceptance of these terms at checkout, the delivery timeframe shown to you before payment, the full communication history, and carrier tracking and delivery confirmation
accounts associated with fraudulent or bad-faith disputes may be blocked from placing future orders

Contacting us first is always faster than a dispute, and in almost every genuine case we resolve it directly.

13. How to contact us

All shipping, tracking and delivery enquiries should be emailed to:

buckride@outlook.com

Please include your order number in the subject line. We respond to all enquiries within 24 to 48 hours on business days. Enquiries sent through social media comments or direct messages are not monitored and do not satisfy the notification requirements in this policy or in our Refund and Return Policy.

14. Changes to this policy

We may update this policy at any time. The version published on this page at the time you place your order is the version that governs your purchase. We recommend saving or printing a copy with your order confirmation.

15. Your statutory rights

Nothing in this policy limits rights you have under the consumer protection law of your country that cannot be excluded by agreement. Where such a law gives you more than this policy does, the law applies.