FAQs
Where do you ship from and how long does it take?
Orders are dispatched from Waikato, New Zealand, within 2 business days. Estimated delivery to Australia is 5–10 business days, and the rest of the world up to 14 business days. Shipping is tracked, and delivery times may vary.
What does shipping cost?
New Zealand: standard shipping is NZ$20, with free shipping on orders over NZ$150. For other shipping options and destinations, please check checkout for the exact total. Customs duties are the customer’s responsibility.
Can I return lingerie?
Yes, within 14 days of delivery. Items must be unworn, with the hygiene liner and tags intact. Exchanges are free within New Zealand, and refunds are made to the original payment method. Archive pieces are final sale, except for faulty items. Please see our refund policy for details.
What are the sizes and how do they fit?
Our sizes range from XS to L. See the fit guide for measurements and examples on real bodies. For wire-free bralettes, size up if you’re between sizes; for bodysuits, size down. The mesh allows for stretch, and size L can fit up to XXL. Check the measurements for your chosen style before ordering.
Is the mesh see-through?
Power mesh styles are sheer; satin styles are opaque. Check each product’s fabric and sheerness information for details.
Do you do gift cards and gift wrapping?
Yes, we offer gift cards. Every order ships in discreet packaging. Request a handwritten note at checkout, and contact us to discuss adding gift wrap.
Are products padded or underwired?
Never. Every style is wire-free and unpadded by design.
Where can I try things on?
You can find RAVEN + ROSE at our stockist, THE SHELTER, in Auckland and Dunedin, New Zealand. Fitting nights are announced to our email list first.
How do I care for mesh and satin?
Gently. Cold hand wash, do not tumble dry, and store flat.
What is The Archive?
Past-season pieces at a fixed 30% off. Archive pieces are final sale, with returns still available for faulty items.
Can I pre-order a sold-out size?
Black Edit styles restock. Join the back-in-stock list on the product page to hear when your size returns. Drop styles do not restock.
Do you ship to the US and UK, and are duties included?
Please check checkout for the shipping options and charges available for your destination. Taxes and any customs duties or tariffs may be separate charges; do not assume they are prepaid unless checkout explicitly confirms this. US customers should note that shipping costs have increased.
This is an approximate conversion table to help you find your size. If you have already purchased an item by our brand, we recommend you select the same size as indicated on its label.
WHAT ARE SHIPPING TIMES AND COSTS?
- All orders are dispatched from New Zealand.
- Free shipping within New Zealand on orders over NZ$150.
- International shipping charges are shown at checkout.
- See our shipping policy for delivery information.
WHAT PAYMENT METHODS CAN I USE?
Shella accepts the following payment methods:
- Credit Card: Visa, MasterCard, Discover, American Express, JCB, Visa Electron. The total will be charged to your card when the order is shipped.
- Shella features a Fast Checkout option, allowing you to securely save your credit card details so that you don't have to re-enter them for future purchases.
- PayPal: Shop easily online without having to enter your credit card details on the website.Your account will be charged once the order is completed. To register for a PayPal account, visit the website paypal.com.
WHAT IS YOUR EXCHANGES, RETURNS AND REFUNDS POLICY?
Items returned within 14 days of their original shipment date in same as new condition will be eligible for a full refund or store credit. Refunds will be charged back to the original form of payment used for purchase. Customer is responsible for shipping charges when making returns and shipping/handling fees of original purchase is non-refundable.