HELP CENTER
FREQUENTLY ASKED QUESTIONS
Where do you deliver?
We can deliver anywhere throughout New Zealand. International shipping available on request, international payments via Pay pal transactions.
How long does delivery take?
In stock products will be shipped the next business day. Shipping can range from 3 days to 18 days depending on how busy/ time of the year etc. Because some of our products are made to order, please allow a turnaround of 4 working weeks before we despatch your order.
What does delivery cost?
Shipping costs range depending on the size and area your items are been sent. Shipping will be displayed in your cart/ checkout – simply choose either standard or rural north/South Island before checking out, your order will be delivered to and the shipping cost will be added to your order total. We also allow free pickups from Kerikeri, Northland – simply select the “Pickup” option on the cart or checkout page and we’ll let you know when your order is ready to collect.
My order hasn’t arrived what can I do?
We always send through your tracking number so we ask that you firstly try and track your order (we will do the same on our end). If your order still hasn’t arrived after the 18 working days please submit a form directly to NZPost and email us and we will do the same. If your package still doesn’t arrive we will try our best to replace or replicate your order at a 50% off the total cost to cover the materials/ shipping. Please note that due to our products been handmade and completely unique we may not be able to exactly replicate your order.
How can I pay for my order?
Payment can be made using your Visa or MasterCard credit card at the checkout, or you can choose to pay by internet banking after your order has been placed. We are also hoping to add Afterpay to our payment options. Please note Afterpay will not be available for custom orders.
Something isn’t quite right with my delivery, what can I do?
We always do our very best but if for any reason there is something that isn’t quite right with your order please email us and we’ll be in touch as soon as possible to help resolve the issue.
Returns and refunds policy
If you are not happy with your order for any reason, please contact us within 7 days of its arrival so that we can remedy any concerns you may have. After discussing your concerns if you are still not happy with any of your product we will refund your purchase or replace the product as agreed.
Can I gift someone an order?
Yes, you can, just select the “ship to a different address” option on the checkout page and enter the recipient’s details (name, address and contact number). If you wish to include a message with the gift please enter this in the order notes.