The Customer may not cancel or vary an order once it has been placed. For more details see our TERMS AND CONDITIONS page.
If you place an order for a product that becomes unavailable, or there is a delay in delivery, we will contact you via email or phone within 2 business days to advise you of the options available to you. You may wait until the product is available, replace the product with a substitute product (the order total will be confirmed and adjusted), or cancel your order and receive a refund. Where you would like to purchase an out of stock product, please email us and we will contact you as soon as it is available again.
Free shipping on all orders over NZD$50.00 to anywhere in New Zealand except as otherwise stated on our web site for heavy items (such as honey). Under NZD$50.00 our standard shipping rates apply.
Shipping rate is calculated by kilo by country. You will be able to get a shipping estimate by using our Delivery Charge Estimator while viewing your products in the shopping bag. Simply enter your destination. All purchases over NZD$300 are automatically insured so you don't have to worry.
We are not responsible for any loss caused by the parcel going missing. Should your parcel go missing we will do our very best to locate the parcel. We will keep in contact with you throughout the claims process.
Track and Trace:
Track and trace is available for domestic parcels. Please contact us if you would like to receive your tracking number.
Track and trace is not available for International Orders sent by standard Airmail.
For urgent deliveries we offer an Express service at an additional cost. Please contact us for details.
International Parcels & Customs/Duty Procedure:
It is the customer's responsibility to ensure that their address is correct after placing their order online. Please check your e-mail confirmation. If you have not received an order confirmation after you place an order, you may log in to your account and go to "My Account" then view your pending order. Alternatively, please contact us as soon as possible. It is essential to check that the address listed is correct.
Each country in the world has their own Custom & Duty requirements. It is essential that you check whether a product can be delivered to your country. You are responsible for any tax or duty imposed in your country.
When an order is returned to us by Customs and received in a resalable condition, we will:
- Refund the cost of the products to your credit card LESS the original freight cost, and LESS the credit card costs charged to us, and LESS the cost of the freight to return the parcel back to us.
We do not provide a refund until we have received the product back. We also do not provide refund on parcels that are detained or confiscated by customs in your country.
If you have any questions please contact us.