Shipping and Refund Policy
Thank you for choosing us! We’re a small, local friends & family run business, and we go to great lengths to satisfy our customers. We've kept our shipping policy simple and transparent for your convenience.
Free Shipping:
We offer free shipping on all orders over $99, including rural areas of North, South, & Waiheke Island. Unfortunately, we don’t yet ship to Chatham, Great Barrier, or Stewart Island, but we’re working on it!
Flat Rate for Orders Under $99:
A flat fee of $9.95 applies (incl. GST) thought out New Zealand on orders below $99, regardless of size or location.
Delivery Timeframes:
We aim to ship your order the next business day after receiving it but at times it could take us two days. Here’s what you can expect for delivery:
- Auckland: 2-4 working days
- North Island: 2-5 working days
- South Island: 3-5 working days
Rural Deliveries:
Please allow an extra 1-2 days for rural areas.
Order Processing & Updates:
Once your order is placed, you will receive a confirmation email. If there are any issues with your order (such as stock availability), we will contact you within 24 hours or next working day if the order was placed over the weekend.
Tracking Your Order:
We partner with NZ Post for delivery. As soon as your order is on its way, we’ll send you a tracking number so you can monitor the progress.
Delivery Guidelines:
NZ law requires delivery to someone 18+ years of age. We cannot leave packages unattended, so if you’re not available, you can reschedule or arrange for pick-up through NZ Post using the tracking link provided.
Shipping Delays:
Occasionally, unforeseen circumstances such as weather conditions or high order volumes may cause delays. In such cases, we’ll notify you and keep you updated on the status of your delivery.
Refund & Return Policy:
Refund Eligibility:
We take great care to ensure your order is correctly and safely packaged. However, if something goes wrong—whether it’s receiving the wrong item, damaged products, or a lost shipment—rest assured we’ve got you covered.
Wrong Items or Damaged Goods:
If you receive the wrong item or if anything arrives broken, you can request a refund or a replacement at no extra cost. Here’s what to do:
- Email us at [email] with the subject "Wrong Order #XXXX."
- Include details of what was ordered vs. what was received, along with photos of the packaging and the incorrect or damaged item.
- Depending on the circumstances, we will offer you a refund or replacement. If you choose a refund, it will be processed to your original payment method.
- If you receive boxes which seem to be altered, or box is wet, or anything seem to be making noise inside the box then please do not accept the order.
Returning Incorrect Items:
If a return is necessary, we’ll arrange a free pickup with NZ Post. They will collect the incorrect items at a mutually convenient time/day. We’ll share further details once your return request is confirmed.
Refund Processing Times:
Refunds are usually processed within 5-7 business days of approval. Please allow extra time for the transaction to reflect in your account, depending on your bank or payment provider.
Lost Packages:
In case your package is lost in transit, contact us as soon as possible. We’ll investigate with NZ Post and either send a replacement or offer a full refund, depending on the circumstances.
Returns on Unwanted Items:
While we don’t typically accept returns for change of mind, we’re happy to review any specific requests. Please contact us as soon as you can, and we’ll do our best to find a solution.