Here are answers to the questions we are asked most about delivery, returns and orders. If your question is not covered, email us at support@emmaqueenstown.com.

How long will my order take to arrive?

Orders are dispatched within 1–2 business days and delivered by NZ Post 8–12 business days after dispatch, so allow 9–14 business days in total from your order. Orders placed after 18:00 New Zealand time are processed on the next business day.

Is shipping free?

Yes. Standard delivery is free on every order across New Zealand, with no minimum spend.

Where is your business based?

Emma Queenstown is a brand of DONT SLEEP LLC, a company registered in Wyoming, United States, under company number 2026-001979081, at 30 N Gould St Ste R, Sheridan, WY 82801, USA. Our online store serves customers in New Zealand.

Which countries do you deliver to?

We currently deliver to New Zealand only.

What if my item is faulty or arrives damaged?

Email photos of the item and its packaging to support@emmaqueenstown.com within 7 days of delivery. We will replace the item or refund you in full, and we pay for the return postage.

Can I cancel my order?

Yes, free of charge within 24 hours of placing it, as long as it has not been dispatched. Email us with your order number.

What is your returns policy?

You can return unused items with their original tags within 30 days of delivery. Contact us by email or through our contact form first, and we will send you the return address. The full details are in our Returns & Refund Policy.

Who pays for return postage?

Return postage is paid by the customer, except when an item is faulty, damaged or not what you ordered; then we pay. There is no restocking fee.

How long do refunds take?

We issue your refund to the original payment method within 7 days of receiving and checking your return. If it has not appeared within 15 business days, please let us know.

Do your products come with a guarantee?

Yes. Every product has a 30-day satisfaction guarantee from the date of delivery, in addition to your rights under the Consumer Guarantees Act 1993.

How can I contact customer service?

By email at support@emmaqueenstown.com or through our contact form. We are available Monday to Friday 9:00–17:00 and Saturday and Sunday 10:00–17:00 (New Zealand time), and we aim to reply within 24 hours.

Do you have a physical shop?

No. We are an online-only store, and in-person collection is not available.

Can I place a large order?

Yes. For larger quantities, please email us before ordering so we can check stock and delivery times.

How can I track my order?

We email you a tracking number as soon as your order is dispatched. Tracking information can take up to 48 hours to update.

Which payment methods do you accept?

Visa, Mastercard, American Express, Maestro, UnionPay, Apple Pay, Google Pay and Shop Pay. See our Payment Policy for details.

Contact us

Emma Queenstown
DONT SLEEP LLC — Company No. 2026-001979081
Company address: 30 N Gould St Ste R, Sheridan, WY 82801, USA
Returns address: sent to you by email once your return is approved
Email: support@emmaqueenstown.com
Customer service hours: Monday to Friday 9:00–17:00, Saturday and Sunday 10:00–17:00 (New Zealand time)
We aim to reply within 24 hours.